SunTrust Mortgage

Dear ** ***:We have received and reviewed the correspondences that were
forwarded to our office from the Consumer Financial Protection Bureau (CFPB) as
the Revdex.com (Revdex.com) regarding the above referenced loan pre-qualification
numberWe appreciate the opportunity to look into the
issue raised and to
provide a response to you.Our records indicate that were issued a pre-qualification
letter in March 2-for $150,When you contacted us again, the
pre-qualification letter previously issued had expiredWe regret any
communication delay that may have been caused when you contacted us.On October 9, 2015, you spoke to ** *** ***, Loan
Consultant, who explained that income documentation is requiredFurther, that
we are unable to consider the part time income until you have been actively
employed for monthsAlso, you would need to see your current property which
is listed at this time** *** also explained that ** *** *** is no longer handling
your fileYour accounts are held in the Client Investment Center and the following
is a list of requirements needed for the monthly distributions:1. On letterhead stating
your starting monthly distribution starting immediately in the amount of
$3,to continue for three yearsWe will also need to see a previous statement of all four
accounts from youYou would be required to contact Client Services and
setup the distribution and request the letter on item aboveThe contact
telephone number is ***.** ***, this information was also communicated to you by **
*** ***Mortgage Escalations SpecialistIf you have any questions regarding
this letter, you may contact on Mortgage Escalations Resolution Team at
***, Monday through Friday from 8am to 6pm.Sincerely,*** ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I received a letter in the mail today (11-21-2014) from Suntrust stating that they are going to waive the late feeI am glad they mailed the letter and I accept their response 100% and am happy with the results
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have NOT gotten a response from suntrustI sent emails to their asksuntrust email address, but all were IGNOREDThey shouldn't need a signed authorization form to send the CORRECT mortgage billI shouldn't have to file a Revdex.com complaint EVERY YEAR to get a CORRECT mortgage billThese people are completely unprofessional and incompetent!!
*** ***

Dear ** ***We have received your correspondence regarding the above
referenced caseHowever, you did not included a signed authorization form from
** ***Therefore, we are unable to provide you with a copy of our response
to ** *** dated September Upon receipt of the signed
authorization form,
we will gladly share a copy of our response with your office.** ***, if you have any questions regarding this letter,
you may contact our Mortgage Escalations Resolution Team at ***, Monday
through Friday from 8am to 6pm ET.Sincerely *** ***

Dear Mr***: We have received and reviewed the letter forwarded to our office from the RevDex.com regarding the above referenced loanWe appreciate the opportunity to look into the issue raised and to provide a response. Our records reflect that your loan closed
in October with Summit Funding, IncYour account was service transferred to SunTrust Mortgage, Inc(SunTrust) effective December 1, Unfortunately, when your loan boarded our system the incorrect mailing address was keyedThus, the correspondence we sent to you was returned back to SunTrust from the postal serviceOn January 8, 2018, we updated your mailing address to reflect *** *** *** *** *** ***We have enclosed the information previously sent to you, which included the Welcome Letter and the Mortgage Account Statements dated November 9, and December 11, 2017. Please be advised that your account shows you have paid as agreed and no late fees have been applied to your accountThe next monthly payment is due on February 1, 2018. Mr*** we sincerely apologize for any inconvenience this matter has causedIf you have any questions regarding the servicing of your account, please contact our Client Services Department at Monday through Friday from a.mto p.mor Saturday from a.mto p.m., ETIf you have any questions regarding this letter, please contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from a.mto p.m., ET. Sincerely, Wanda H***

Dear Mr***: We have received and reviewed the letter forwarded to our office from the RevDex.com regarding the credit reporting for the above referenced loanWe appreciate the opportunity to look into the issue raised and to provide a response. Our records reflect that on March 30, 2018, you spoke with a client services representative and requested a Payoff StatementIn providing you a payoff quote, part of the process is to ask our client’s if they would like to stop the automatic draftThe representative submitted a request to delete the automatic draft and on March 30, 2018, we sent you the enclosed letter informing you that we deleted the automatic draft. On May 11, 2018, our Client Services Department received a call from you regarding the automatic draftWe were advised that you did not authorize the automatic draft to be deleted in March 2018; therefore, you were unaware the funds were not drafted for the April 1, paymentAt that time, you authorized two payments to be drafted in the amount of a $*** each for a total amount of $***The $*** was posted as the April and May payments. We have reviewed the March 30, 2018, telephone call and determined that you did not authorize the automatic draft to be deletedDue to this error, we waived the late fee in the amount of $*** that was assessed to your account on April 16, In addition, on July 5, 2018, we submitted an update to the credit reporting bureaus to which we report (*** *** *** ***) to remove the 30-day late comment associated with the April 1, payment from your credit reportPlease know that we have no control on how each of the credit bureaus report the data nor can we determine the time frame in which the reporting will be updated, so please allow at least 30-days for the updates to occur. Mr***, we apologize for the inconvenience this matter has causedIf you have any questions concerning the servicing of your loan, please contact our Client Services Department at ***, Monday through Friday from 8:a.mto 8:p.mor Saturday from 9:a.mto 3:p.m., ETHowever, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***, Monday through Friday from 8:a.mto 6:p.m., ET. Sincerely, Wanda H***

Dear ** and *** ***:This letter is regarding the correspondence that was
forwarded to or office from the Revdex.com (Revdex.com) regarding the
above referenced loanWe appreciate the opportunity to look into the issue raised
and to provide a response to you.Our records reflect that in
August 2015, you submitted a
request to remove the Private Mortgage Insurance (PMI)Our review of your file
reflected that you were not eligible for the PMI deletionOn August 24, 2015,
we provided you a list of the PMI Waiver Requirements based on your loan-value
(LVT) of 81.5% at that timeIn addition, you were informed that you could
reduce your principal balance by submitting a check in the amount of $3,
to equal a LTV ratio of 80%However, if improvements have been made on the
home that has significantly increased the values of we could order a Broker
Price Option (BPO) to determine the new valueThe cost of BPO was $However,
since your account closed on June 30, and your loan was less than five
years old, the LTV must be below 75% ratio*** is a copy of your PMI letters
send to you on August 24, 2015.On September 25, 2015, we received a personal check (***) dated
September 19, in the amount of $and the BPO was orderedOn September
29, 2105, we received the BPO that showed the property value was $254,
and the LVT changed to 75.3% which was higher than the 75% ratio threshold for
PMI cancellationThus, your PMI deletion request was denied.On October 5, 2015, we sent you a letter and advised that we
denied your request to delete PMIYou were informed that the combination of
the current principal balance of $and the current property value of
$254,resulted in a LTV ratio of 75.3% which did not meet the requirement
of 75% or lessAt that time, you were provided the option of making a
principal payment of $734.15, which has not been received.We suggest that after you make your December payment,
that you resubmit another written request to delete the PMIAt that time, your
principal balance may be reduced enough to delete the PMIPlease be advised
you must also have a good payment history with no payments or more days past
due within two years and no payments or more days past due within one year
when you resubmit your written request to delete PMI.If you have any questions regarding the servicing of your
account, you may contact our Client Services Department at ***, Monday
through Friday 8am to 8pm or Saturday from 9am to 3pmIf you have questions
regarding this letter you may contact our Mortgage Escalations Resolution Team
at *** Monday through Friday from 8am to 6pm.Sincerely,*** ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
* ***
Customer contacted Revdex.com and said the issue has since been worked out with the business

We have received and reviewed your correspondence forward to us from the Revdex.com regarding the status of the safe deposit box referenced aboveI appreciate the opportunity to respond. Our records indicate that we received correspondence dated June 10, from Ms*** ***
requesting that her safe deposit box be closed (copy enclosed). The safe deposit box (***) was closed on June 17, As noted by our teammates on the entrance record card (copy enclosed), no contents were found in the boxIn addition, a refund of $*** (copy enclosed) was made to an account ending in *** on this same dayThe refund amount represented the unused portion of the safe deposit box rental charge. Ms***, I hope the information contained in this letter will alleviate any further concernsIf you have any additional questions or need further assistance, please do not hesitate to contact us at 800.SUNTRUST (800.786.8787)A representative will be glad to help you. Kathy B***

January 3, 2017 Revdex.com Serving Central Virginia, Inc. Attn: *** *** Moorefield Park Dr., Ste300 Richmond, VA 23236 Re: Client Name: *** ** *** Case *** Revdex.com Case Number: *** Dear Ms***: We received your
correspondence regarding the above referenced caseBecause you did not include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated January 3, Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office. Thank you for contacting SunTrust. Sincerely, Kenya W*** Mortgage Escalations Resolution Team

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Dear ** ***:
We received your correspondence regarding the above
referenced caseBecause you did not include a signed authorization form from
the client, we are unable to provide you a copy of our response to the client
dated June 17, Upon receipt of the
signed authorization form, we will
gladly share a copy of our response with your office
Thank you for contacting SunTrust
Sincerely,

Dear Ms***: We received your correspondence regarding the above referenced caseBecause you did not include a signed authorization form from Ms*** that also included our borrowers signature, we are unable to provide you with a copy of our response to Ms*** dated
January 12, Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office. Thank you for contacting SunTrust Mortgage, Inc. Sincerely, Wanda H***

Re: Revdex.com complaint ***
SunTrust has responded to our client but cannot share the response with the Revdex.com as no signed third party authorization was received.
"">Please close this case on your records

Dear Mrand Mrs***: We have received and reviewed the letters that were forwarded to our office from the Consumer Financial Protection Bureau (CFPB) and the Revdex.com (Revdex.com) regarding the above referenced loanWe appreciate the opportunity to look into the issue
raised and to provide a response. Please be advised that in the event of a loss, any proceeds issued by your Insurance Company, should be used to restore the damaged propertyIt is SunTrust Mortgage, Inc(SunTrust) responsibility to ensure the work has been completed according to the insurance company adjustor’s worksheet, which is done to protect everyone’s interest in the property: the investor, SunTrust and yours. On September 22, 2017, we were advised that you received a check in the amount of $*** from your insurance carrier for damages to your home from Hurricane HarveyOn September 26, 2017, we sent you the enclosed loss claim proceduresOn September 29, 2017, we received and posted the insurance check in the amount of $*** to your restricted escrow accountThe Mortgage Account Statement dated October 11, 2017, provided confirmation that the $*** was posted to your restricted escrow account. On October 17, 2017, I spoke with Mrs*** regarding the loss draft check for $*** and provided information on how the funds would be handledI apologized for any miscommunication regarding the procedure for releasing the loss draft fundsMrs*** acknowledged receiving the loss draft letter dated September 26, I advised Mrs*** that currently our Loss Draft Department is working with her insurance carrier to obtain a copy of the adjustor’s report, which provides a breakdown of the damage to the propertyPrior to releasing the $*** check we require the following information: a signed contract/proposal, a contractor’s waiver or lien, and an *** *** *** formOnce the information is received and approved, we can release the full $***The check will be issued in both of your names and the contractor’s nameOur understanding is that you have not selected a contractor. If you choose not to hire a contractor, SunTrust will not be able to release the fundsThe funds will remain in an interest bearing escrow account until a contractor is selected. Once all the repairs have been completed on the home, please contact our Loss Draft Department at *** and we will send out an inspector to confirm the repairs have been completed. Please be advised the handling of the current loss draft claim in the amount of $*** is considered expressed monitoredHowever, if another check is issued that puts the total amount of the claim over $***, the claim would then be considered a monitored claim, which has additional requirements regarding the inspections of the property and the release of the funds. If you have any questions regarding this letter, please contact me at *** Monday through Friday from a.mto p.m., ET. Sincerely, Wanda H***

Dear Mr***:We have received and reviewed the correspondence that was forwarded to our office from the RevDex.com (Revdex.com) regarding the above referenced loanWe appreciate the opportunity to look into the issue raised and to provide a response to you. Please be assured
that we do not encourage our clients to remit payments after the due date and we sincerely regret any inconvenience that a change in our billing cycles has createdIn prior months, statements were produced throughout the month and based on certain activity or timing, a customer may have received multiple statements during a monthBased on the feedback we received over time, we have changed our scheduled monthly cycle to earlier in the month. Please accept our apology for any inconvenience you experienced during our statement cycle transitionSunTrust Mortgage, Incis committed to providing you excellent service and we appreciate and value any comments or feedbackIf you have any concerns associated with the servicing of your mortgage loan, contact our Client Services Department at 800.634.7928, Monday through Friday from a.mto p.m., or Saturday from a.mto p.m., ETYou may also access mortgage account information including statement information anytime through our Customer Care Net site at https://suntrustmortgage.customercarenet.com/ccn/stm/mymortgage.html#HOME. As a service to our clients, SunTrust Mortgage offers ***, which is our automatic payment service*** provides a convenient payment option that allows you to choose a day between the first and the fifteenth of the month for us to draft your banking accountThere are no fees involved with this serviceIf you would like to enroll in this service, please visit our website or you may complete the *** authorization form included with your monthly billing statement and mail it to us. If you have any concerns regarding this letter, contact our Mortgage Escalations Resolution Team at ***We are available Monday through Friday from a.mto p.mET.Sincerely

We received your correspondence regarding the above referenced caseBecause you did not include a signed authorization form from Mrand Mrs*** we are unable to provide you with a copy of our response dated June 15, Upon receipt of the signed authorization form, we will gladly share a
copy of our response with your office.Thank you for contacting SunTrust Mortgage, Inc.Sincerely,Wanda H***

Re: Revdex.com complaint #***
SunTrust has responded to our client but cannot share the
response with the Revdex.com as no signed third party authorization was received
Please close this case in your records

Dear Ms***:We received your correspondence regarding the above referenced caseBecause you did not include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated August 23, Upon receipt of the
signed authorization form, we will gladly share a copy of our response with your office.Thank you for contacting SunTrust

Dear Ms*** We received your correspondence regarding the above referenced caseBecause you did not include a signed authorization form from Ms*** we are unable to provide you with a copy of our response dated December 18, Upon receipt of the signed authorization
form, we will gladly share a copy of our response with your office. Thank you for contacting SunTrust Mortgage, Inc. Sincerely, Wanda H***