SunTrust Mortgage

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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Dear Ms***:We received your correspondence regarding the above referenced caseBecause you did not include a signed authorization form from *** *** we are unable to provide you with a copy of our response dated January 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 Mortgage, Inc

The attached response from SunTrust in unsatisfactory. A few months ago I had inquired on any assistance that they may provide me in helping me to lower my monthly mortgage due to my part time job status causing my financial difficulties. They did nothing to help me. There solution was letting me know that I do not make enough to comfortably pay my monthly mortgage. I realize this. I would not need their assistance if I were not financially suffering at this time. I had failed to pay my one and only July mortgage due July 17, 2015. A letter was sent to me from SunTrust dated August 10, 2015, stating the fact that they would be sending a inspector to my home and that my only options were to short sale or foreclosure. Not only did they not go above and beyond to help me (after months of my stressing to them to please help me keep my condo) but they went above and beyond to harass me. Do all Mortgage companies threaten foreclosures on their customers when less than two weeks late on a Mortgage? When I had first started working with SunTrust, why did they not tell me they would not help me? They new my situation from the first time I had ever spoke with them. 1. July 17, mortgage due 2. August 10, 2015 letter dated and sent to me from SunTrust threating me with an inspector Not to mention SunTrust not apologizing to me regarding the Un-professional and prejudice way they went about assisting me...Never should it be allowed to prejudice a person on their sex, religious beliefs or past or present hard-ships. Please forward this to SunTrust.Thank You
*** ***

[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 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 June 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, *** *** Officer Mortgage Escalations Resolution Team

December 6, 2016 *** ** ***
*** ** ***
*** *** ***
*** ** *** Re: Loan Number: Property Address: *** *** *** *** ** *** Case Numbers: *** and *** Revdex.com Case Number: *** Dear Mrand Mrs
***: 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. At SunTrust, we work hard to provide exceptional service to every client and regret any instance when we fall short of that goalOur records indicate that on November 15, 2016, we disbursed a tax payment to *** *** in the amount of *** in error. On December 5, 2016, company funds in the amount of *** were deposited into the escrow account. Per *** ***, it may take up to weeks to get a refund for the duplicate tax paymentOnce the refund is received from *** *** the funds will be used to repay the company funds that were deposited into your escrow account. In the event the tax office sends the refund directly to you, we ask that you forward the funds to us to be deposited into your escrow account at the following address: SunTrust Mortgage, Inc. Attn: DE*** *** *** Semmes Avenue Richmond, VA 23224 Ref: *** If you receive the funds and do not return them to us it may create a shortage in your escrow account. Please be advised that we are only escrowing to pay for the flood insurance as the tax line has been removedWe apologize for any inconvenience this matter may have caused. Mrand Mrs***, your satisfaction is important to usIf you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from 8 a.mto p.mET. Sincerely, Kenya W*** Mortgage Escalations Resolution Team

November 29, 2016 Revdex.com Serving Central Virginia, Inc. Attn: *** *** Moorefield Park Dr., Ste 300 Richmond, VA 23236 Re: Client Name: *** *** Case Number: *** Revdex.com Case #: *** 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 to Ms*** dated November 29, 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, Kenya W*** Mortgage Escalations Resolution Team

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

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: ***.This is to let you know that the above subject complaint has been resolved to my satisfactionI have not responded previously because I did not receive a check for Suntrust until todayThank you for your assistance in this matter
Regards,
*** ***

Dear ** ***: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 issues
raised and to provide a response to you.We reviewed your concerns
previously and responded to you in
the enclosed letter dated November 4, In our letter, an explanation was
provided regarding the escrow account as it relates to the insurance and taxes
As noted the escrow account was established on your loan due to delinquent
taxes were paid by SunTrust Mortgage, Inc (SunTrust) On your behalf.Our records indicate that on June 22, 2015, the escrow
account was established and delinquent taxes in the amount of $were
disbursed fro the escrow accountWe learned that the taxes were
delinquent in March in the amount of $3,ON May 8, 2015, we
verified that the taxes were partially paid and the unpaid balance was
$1,On June 22, 2015, the tax delinquency was $and according to
*** *** there were no payment arrangement on the parcel at that timeTo avoid
attorney fees, the escrow account was established and the taxes were paid by
SunTrustThe enclosed letters were sent to you dated March 27, 2015, May 8,
2015, and June 23, each time we reviewed the taxes.When an account is non-escrowed, it is the responsibility of
the borrower to maintain timely payments of the property taxes and homeowner’s
insuranceIf the borrower fails to pay those amounts when due, an escrow
account is established and will remain for the life of the loan as indicated on
our June 23, letter.An escrow analysis was performed on August 5, to
include the property tax collectionThe monthly payment increased to $1,
effective with the October 1, paymentA shortage of $3,was
determinedThe annual escrow analyst was completed on February 18, and
the monthly payment changed to $The shortage amount determined was
$1,Since you have paid towards the escrow shortage, the monthly payment
was adjusted to $effective May 1, 2016.The loan is currently due for the February through June
paymentsIncluding the fees that have been assessed to the account, the
amount to bring that loan current is $4,as of the date of this letterBelow
is a breakdown of the total amount due:payments- $2,(February, March and April each
$991.29) payments- $1,(May and June each $846.75) Late Fees- $Returned Check Fees- $Loan Documents- $Total- $4,914.57As of the date of this letter the loan is not in
foreclosure, but it the delinquency remains foreclosure may be imminent** ***, I left a message for you on June 17, requesting
a return callIf you would like to discuss this matter further, you may
contact me directly at ***, Monday through Friday from 7am- 4pmIf you
prefer, you may visit a lo9cal SunTrust Bank branch and request a conference
call with me, you and a branch representative.If you have any questions regarding this letter, you may
contact our Mortgage Escalations Resolution Team at *** *** *** Monday through
Friday from 8am to 6pm.Sincerely,Kewanna C***

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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
After my contract with the Revdex.com, SunTrust cut off communication with me except for the required by lawThey cost my family and myself approximately $15,They also left us homeless for days. Every time I communicated errors in their internal investigations, they continued to cut off communication and refused to settled as previously agreed to doI contacted the Revdex.com with hope to get true communication with them and make a settlement. Instead I received less communication and direct refusal to talk with meI have not heard from the Revdex.com or SunTrust on the information I providedAccording to SunTrust any time a complaint is received, they must open a caseThis again has not happenedAt this point I have lost all faith in people doing what is rightI believe big business no longer cares about peopleBig business cares about money only. Unfortunately, after this experience, I also no longer believe in agencies like the Revdex.comWhen a company hears the name Revdex.com, they do the opposite of what you are sayingThey stop communicating with people. They are more concerned about reputation and money than the listening to the concerns and improvingI'm at a loss of what my options are and have no where to turnThank you for the information, but as I stated, I have not heard back about submitted information and now SunTrust has cut off all communication although a new case should have been opened

Dear Ms***:We have received and reviewed the letter that was forwarded to our office from the Revdex.com regarding the above referenced accountWe appreciate the opportunity to look into the issue raised and to provide a response.At SunTrust Mortgage, Inc(SunTrust) we work hard
to provide exceptional service to each and every client and regret any instance when we fall short of this goalIt is particularly helpful when our clients let us know when they have experienced a problem or are unhappy with the service providedWe apologize for the inconvenience this matter has caused.Our records indicate that a loan application was taken in November 2016, to refinance your mortgage loan (***)We regret that when your loan application was approved, the processor of your loan incorrectly stated an escrow refund would be issued to you in the amount of $under separate coverHowever, when the payoff statement was requested the escrow funds were used to reduce the payoff to prevent you from paying additional funds at closing.On January 24, 2017, Angela O*** spoke with you and advised that in reviewing your Settlement Statement you signed received cash at closing in the amount of $MsO*** advised that we were willing to refund you the difference between the $and $468.48, which is *** and you agreedTherefore, we have enclosed SunTrust check number *** in the amount of $***, representing the refund.Thank you for providing us the opportunity to assist you with a mortgage loanIf you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***, Monday through Friday from a.mto p.m., ET.Sincerely,Wanda H***

[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,
*** ***

We responded to our consumer.

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. Seth *M***

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.Our records indicate that we recently reviewed
your concerns and responded to you in the enclosed letter dated Jun 19, Since then, the escrow account has been deletedAs you are aware, the escrow account balance was zero and there were no funds to be refundedThe new monthly payment is $1,effective with the July 1, payment.Please note that timely payments are required for all future insurance as well as tax paymentsShould we have to establish the escrow account due to untimely payments, it will remain for the life of the loan.** *** if you have any questions regarding the servicing of the loan, you may contact our client Services Department at ***, Monday through Friday from 8am to 8pm and Saturday from 9am to 3pmIf you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***, Monday through Friday from 8am to 6pm

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 June 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 *** ***

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
SunTrust reached out to me and involved my individual issue to my satisfactionHowever, they did not provide any additional detail about what happened or how they will change their processes so that others will not face the same problemI do believe this should be addressed to fully resolve the issue
Regards,
*** ***

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 October 22, 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,
*** ***
Officer
Mortgage Escalations Resolution Team

Dear Ms***: We received your correspondence regarding the above referenced caseHowever, you did not include a signed authorization form from Mr***Therefore, we are unable to provide you with a copy of our response to Mr*** dated April 12, Upon receipt of
the signed authorization form, we will gladly share a copy of our response with your office. Ms***, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from a.mto p.m., ET. Sincerely, Wanda H*** Officer Mortgage Escalations Resolution Team