SunTrust Mortgage

We received your correspondence regarding the above referenced caseBecause you did not include a signed authorization form from Mrand Mrs [redacted] 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***

Dear [redacted] - [redacted] : This letter is regarding your correspondence that was forwarded to our office from the Revdex.com regarding the above referenced loansWe appreciate the opportunity to respond Our records reflect that in September 2013, we activated your loan in loss mitigation to be reviewed for payment assistanceWe regret any inconvenience that you may have experienced in submitting your financial package for review of retention optionsHowever, in accordance with the investor requirements, a loan modification review can only be conducted after the necessary and current financial information is providedIn reviewing your file, we were in communication with you and sent letters (copy enclosed) on September 16, 2013, January 14, March 3, March 13, April 29, and May 9, requesting the missing information On June 3, 2014, we sent you the enclosed letter notifying you that we received a complete Borrower Response Package (BRP)We are currently in the process of reviewing your file for loss mitigation options that may be available for your loanOnce the review process is complete we will inform you of our decisionIf you should have any questions during the loss mitigation process, please contact [redacted] , the Home Preservation Client Representative (HPCR) assigned to your file at [redacted] , extension ***, Monday through Friday from a.mto p.m., ET [redacted] ***- [redacted] , if you should have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted] , Monday through Friday from a.m to p.mET Sincerely, [redacted] Officer Mortgage Escalations Resolution Team

November 16, 2016? [redacted] ? [redacted] ? [redacted] ***? [redacted] ***? Re: Loan Application Number:? Property Address: [redacted] ***? Case Number: [redacted] ? Revdex.com Case Number: [redacted] ? Dear Mrand Mrs [redacted] :? We have received and reviewed the letter that was forwarded to our office from the Better? Business Bureau regarding the above referenced accountWe appreciate the opportunity to look? into the issue raised and to provide a response.? Our records reflect that the property lies in a “Special Flood Hazard Area” and flood insurance is? requiredThe flood insurance policy provided each year by the Homeowners Association (HOA)? is a [redacted] (***), multi-layered flood policyThese types of? policies must be manually reviewed each year to ensure they adhere to [redacted] ***? ***The flood insurance policy was reviewed and it was determined the information received was? not acceptableWe contacted your agent and received a revised policy after their underwriters? made an endorsement to fix the policyThe flood policy was reviewed by our Compliance? Department and approved.? As a servicer of this loan, we will always require evidence of insurance for the mortgage property.? The lender is also required to ensure that the flood policy has the correct flood zone, sufficient? coverage, and deductible amountsIf evidence of insurance is not received or is not sufficient,? then a temporary binder is issuedBinders are issued to protect both parties’ interest in the event? of a lossOn November 14, 2016, we withdrew $from your escrow account and paid the? lender placed flood policyPlease be advised that the lender placed premium will not be added to? your monthly payment while we are waiting on a final decision on your flood insurance policy.? Since there is no lapse in cover, a refund will be issued for the full premium amount.? If you have any questions, regarding the servicing of your account, please contact Client Services? Department at Monday through Friday from a.mto p.m., or Saturday from? a.mto 3p.m., ETIf 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

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below I asked suntrust to send me a CORRECT mortgage statement which I am entitled to BY LAW!!! The response from suntrust does not include a correct mortgage statement and one has not been sent to meThis is the 4th year in a row that suntrust has proven it's incompetence by cashing my escrow shortage check and then also billing me for the higher mortgageIt's completely unacceptable and needs to stop IMMEDIATELYThere is absolutely no reason for them to send an incorrect statement every yearThey clearly have no business being responsible for other people's moneyI have also reached out to them on social media and continue to be IGNOREDCOMPLETELY UNACCEPTABLEI also continue to get useless voicemails from Nicole H [redacted] while I am at work and her voicemails say nothing about what is being done to resolve my complaints or when they will be sending a CORRECT mortgage statementIf she is not going to provide any useful information in the voicemails I would prefer she not call at allAll she is doing is filling up my mailbox unnecessarilyMy request is simple and I do not understand suntrust's ongoing refusal to bill me correctly, provide correct information and customer serviceIt is COMPLETELY UNACCEPTABLEI have also NEVER been contacted by wanda h [redacted] who provided the useless response to this complaint [redacted] ***

Dear Ms [redacted] :? We received your correspondence regarding the above referenced caseHowever, you? did not include a signed authorization form from Mr [redacted] Therefore, we are unable? to provide you with a copy of our response to Mr [redacted] dated December 1, 2015.? Upon receipt of the signed authorization form; we will gladly share a copy of our? response with your office.Ms [redacted] , 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***?

Dear Mrand Mrs [redacted] :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 youOn August 12, 2016, you spoke to our Loss Drafts Department regarding check number [redacted] in the amount of $33,As discussed, a stop payment was issued on that check to reissue the funds in three draws as you requestedThe funds were mailed to you by federal express on August 17, in three separate checks: [redacted] for $11,138.53, [redacted] for $11,and [redacted] for $11,The package was delivered on August 19, Mrand Mrs [redacted] , we regret any inconvenience that may have been causedIf you have any questions, you may contact our Loss Drafts Department at [redacted] Our businesshours are a.mto p.m., Monday through Friday and a.mto p.m., ET, on SaturdayIf you have any questions regarding this letter, you may contact our Mortgage EscalationsResolution Team at [redacted] , Monday through Friday from a.mto p.mET

November 16, Revdex.com Serving Central Virginia, IncAttn: [redacted] *** Moorefield Park Dr., Ste Richmond, VA [redacted] [redacted] [redacted] Dear Ms***: We received your correspondence regarding the above referenced caseBecause you did not include a signed authorization form from Mr [redacted] , we are unable to provide you with a copy of our response to Mr [redacted] dated November 16, Upon receipt of the signed authorization form, we will gladly share a copy of our response with your officeThank you for contacting SunTrust Mortgage, IncSincerely, Wanda H*** Officer Mortgage Escalations Resolution Team

Re: [redacted] [redacted] Case number: [redacted] Dear [redacted] ***: 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 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

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.? S [redacted] *M***Officer - Client Advocacy Management Office

Dear Mrand Mrs [redacted] :? We have received and reviewed the correspondence 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 to you.? Our records show that on December 10, 2015, we received and posted $1,to your? unapplied funds account; however, you are stating the check amount was $1,We have? reyiewed the.mortgage coupon used to process the payment and the check used to process the? payment (check number ***)The mortgage coupon indicated that you submitted a payment of? $1,and the funds were to be applied as the monthly payment of $1,and the? remaining $as a principal paymentThe check number [redacted] showed the numeric amount? of $1,729.40; but the legal written amount was $1,In posting the payment to the? account we used the legal written amount of $1,Enclosed is a copy of the mortgage? coupon and check number ***.? On December 15, 2015, you authorized a Speedpay draft in the amount of $and the? funds were posted to your unapplied funds accountOn December 16, 2015, we withdrew? $,from your unapplied funds account and posted the December 1, payment in the? amount of $1,and a principal payment of $400.00.? As of the· date of this letter, the next monthly payment is due on January 1, If you have? any questions regarding your loan, you may contact our Client Services Department at? 800.634.7928, Monday through Friday from a.mto p.m., and Saturday a.mto p.m., ET.? If you 1have any questions regarding this letter, you may contact our Mortgage Escalations? Resolutlon Team at 855.223.4640, Monday through Friday from a.mto p.m., ET.? Sincerely,·? Wanda H [redacted] *?

Dear Mr [redacted] and 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.After careful review, we have submitted an update to the credit bureaus to which we report ( [redacted] , [redacted] and [redacted] ) to remove the delinquency reported in November for the October paymentPlease 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 days for the updates to occurWe apologize for any inconvenience this matter has caused.Congratulations on paying your loan in fullEnclosed is a copy of the Release of Lien, which will be part of the official land records and available for future real estate transactionsIt has been a pleasure to service your mortgage accountWe value our business relationship with you and would welcome the opportunity to assist you with any future financing.If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted] , Monday through Friday from a.mto p.m., ET.Sincerely,Wanda H***

Dear Ms [redacted] :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 ( [redacted] )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 [redacted] spoke with you and advised that in reviewing your Settlement Statement you signed received cash at closing in the amount of $MsO [redacted] advised that we were willing to refund you the difference between the $and $468.48, which is [redacted] and you agreedTherefore, we have enclosed SunTrust check number [redacted] in the amount of $ [redacted] , 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 [redacted] , Monday through Friday from a.mto p.m., ET.Sincerely,Wanda H***

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below I would like to point out that SunTrust became aware of the receipt of the advance funds because I myself called to inform them of the receipt of the advance funds and to inquire as to their protocol in handling advancesAs of my last conversation with Ms [redacted] and now MsHudson, neither has provided any reason for the sudden change in their internal policyThe only explanation given to me is that the several representatives with whom I spoke gave me incorrect informationI don't understand how it is possible to speak with several representatives prior to my sending in the advance and all representatives were "misinformed"I was told I could not have SunTrust endorse the check here in the [redacted] temporary site because it was over the $ [redacted] internal policy amountI understood and followed the instructions to mail in the check along with the letter from the insurance company indicating that the payment was an advance on the claimI was told that as long as it was an advance, SunTrust would release $ [redacted] and deposit the remaining $ [redacted] in to an account pending resolution of the claimOn October 17, 2017, I returned a call to MsHudson, and I was hoping to be able to come to some type of resolution, but she only wanted to inquire as to whether or not I received the packet they sent to me on September 26, I gather that she did not read my complaint as I clearly state that such was packed was received and I even indicate my conversation with Ms [redacted] , the representative assigned to my claimWhen I attempted to inquire about the advance, MsHudson said she knew nothing about my previous conversations with other representatives which I find odd as all phone calls are recordedThis also lets me know that no one has taken the time to review any such conversationsShe also stated she had no knowledge of the temporary site set up here in [redacted] which I only became aware of because another SunTrust representative gave me the location at [redacted] and I was told that such location would be open from September 25, to October 28, As for the apology she mentions in that letter, it never happenedShe was abrupt as she knew I was upset, but she failed to understand the stress we are currently undergoingShe did not attempt at all to at least explain SunTrust's mishandling of our situationI certainly hope and pray she never finds herself in such a situation, the trauma of living through a Hurricane and experiencing the possibility of not only losing your home, but even your life is something I do not wish on anyone.Please note that my husband and I have spoken with some contractors but because we do not know if there will be more allowed on the claim, we are unable to sign a contract with anyone as that is a legally binding documentOur fear is that the work will be over the $ [redacted] already available and then we will be held responsible for the remaining balanceWe do not have access to funds to cover the damages at allPrior to knowing that SunTrust would not release the $ [redacted] advance, my husband had begun obtaining prices on sheetrock, paint, etcas he can do the majority of the work himselfThe damage to the home is mostly cosmetic so there are no licenses required, i.eelectrical, foundation, etcWe want to get the work started as soon as possibleI have also called my insurance company to inquire about the adjuster's worksheet and they informed me that I have to contact the adjuster directlyThey also asked about the advance and I told them it is being "held" by the mortgage companyThe insurer said she's never heard of a mortgage company holding on to an advance and she was very apologeticI called MrHickman, the adjuster, but he has not returned my callsThe last time I spoke with him, he was overwhelmed with paperwork and that is why he approved for us to obtain an advanceHe also stated that he had never worked with a mortgage company who was holding on to the advance funds as SunTrust is doing.I would also like to point out that MsH [redacted] letter contains contradictory language regarding the SunTrust inspections as in the letter from September 26, 2017, it is stated by Ms [redacted] that the work has to be inspected by SunTrust when it is **% completed, and again when it's **% completedHowever, in MsH [redacted] letter of October 18, 2017, she states, "Once all repairs have been completed on the home, please contact our Loss Draft Department at [redacted] and we will send out an inspector to confirm the repairs have been completed." Here again another example of SunTrust representatives contradicting themselves, or being "misinformed." Now I don't know which language needs to be followed - the one from September 26, 2017, requiring two inspections, or the one from October 18, 2017, requiring one inspection upon completion of the workAdditionally, the October 18, 2017, letter includes information of which we had not previously been informed, "However, if another check is issued that puts the total amount of the claim over $ [redacted] , 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." I need clarification as to what this meansWe can't have a contractor do work, and then they not be paid for the workWhat happens if I submit all of the required documents for payment, and then the contractor is not approved by SunTrust after the work has started or has been completed? We recently met with one contractor and he said he's never had to stop work at **% and **% for inspectionsWhy set up a temporary site to release advance funds to certain customers and not to those of us who mail in the advance funds? I would like to have their process clearly stated in writing and be able to speak with one person as it seems going from representative to representative something gets lost in translation Regards, ***? [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] ? I appreciate their response but it did not contribute to the resolution of my complaint? I decided to make another attempt through SunTrust's client service number to find resolution and, fortunately, a random customer service representative was successful in resolving my problem because she had encountered the same issue with a previous client? The complaint can be closed.Please see attached personal letter to the business? I would appreciate you forwarding it to SunTrust.Thank you very much for your help Regards, [redacted] ***

[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 [redacted] , 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: [redacted] Regards, [redacted] Customer contacted Revdex.com and said the issue has since been worked out with the business

November 29, 2016? Revdex.com Serving Central Virginia, Inc.? Attn: [redacted] ***? Moorefield Park Dr., Ste 300? Richmond, VA 23236? Re: Name: [redacted] ? Case Number: [redacted] ? Revdex.com Case #: [redacted] ? Dear Ms***:? We received your correspondence regarding the above referenced caseBecause you? did not include a signed authorization form from Ms [redacted] , we are unable to provide? you with a copy of our response to Ms [redacted] 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 [redacted] : This letter is a follto our response dated February 5, 2015, regarding the above referenced loansThank you for allowing us toonce again review this issueOur records refiect that on May 9, 2012, the first mortgage lien ( [redacted] ) was charged off and your loan was forwarded to the Recovery DepartmentOn February 6, 2015, you spoke with the Recovery Department and advised that because your loan was charged off you were no longer eligible for a deed-in-lieu (DIL)At that time, we offered you a settlement and you refused the offerAs stated In the letter dated February 5, 2015, the second mortgage lien ( [redacted] ) has been extinguished or forgiven as of January 8, Mr [redacted] , if you would like lo speak with our Recovery Department, please contact them at [redacted] If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted] , Monday through Friday from a.mto p.m., ETSincerely, [redacted] Officer Mortgage Escalations Resolution T earn

We have received and reviewed the letter that was forwarded to our office from the Revdex.com (Revdex.com) and the [redacted] ? regarding the above referenced accountWe appreciate the opportunity to look into the issue raised and to provide a response.Our records indicate that we received a similar correspondence previously and responded to your concerns in the attached letter dated April 4, Please be advised to protect SunTrust Mortgage, Inc(SunTrust) interest in the property we will exercise our right under the Security Instrument and pay the delinquent tax billSince the escrow account is not setup to pay a supplement tax bill and the notice was sent directly to you, we respectfully deny your request for a refund of the penalty and interest amount of $ [redacted] .We regret any misinformation you may have received regarding a telephone call requesting the disbursement of the supplemental tax paymentAs stated above, the payment was disbursed to protect our interest in the property as well as to prevent a tax sale or lien on the propertyIf you have any questions regarding the servicing of the account, please contact the Client Services Department at [redacted] , Monday through Friday from a.mto p.mor Saturday from a.mto p.m., ETIf you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted] , Monday through Friday from a.mto p.m., ET.Sincerely,Wanda H [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , 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!! [redacted] ***

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , 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, [redacted] ***