SunTrust Mortgage

For record's sake, we called and spoke with Suntrust today (11/14) and it is my understanding that the issue is "in process" of being resolved at this timeToday was the first time that we spoke with someone at
Suntrust who was able to clearly articulate the problem to us so that we can actually resolve the issue(Our previous calls with all the previous reps offered solutions that cost us more time & energy; however, did not correct the problem.) We are now waiting on Suntrust's emergency response team to contact us so that we can further discuss getting our credit score corrected in light of all the miscommunication.
Had the problem been adequately described to us on 11/8, it could have been resolved before it affected our credit report on 11/

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 issue
raised and to provide a response to youOur records indicate
that you enrolled
in our automatic drafting program***, in October to include a $
additional principal paymentAs of the date of this letter, the additional
principal payment has not been cancelledAs stated in the enclosed
confirmation letter dated October 10, 2014, change request must be made in
writing or you may make changes to your automatic draft by accessing
suntrust.com/mortgageAll change requests must be received days prior to the
requested change dateWe do not have record of receiving a change request or
telephone inquiry from you regarding a change in your automatic draftBased on
the loan history, the March monthly mortgage payment was received and
applied on April We have reviewed your concerns regarding the
negative information on your credit report and determined that our reporting has
been accurateWe are unable to remove the day reporting on April 5,
As information on the loan, you have a FHA loanThe current owner/investor of
your loan is SunTrust MortgageThe contact information is: *** *** *** *** ** *** *** *** As of the date of this letter, your
account is due for the August 1, monthly mortgage paymentThe current
unpaid principal balance is $107,002.43, the current escrow balance is $1,and there are no funds in the unapplied *suspense* funds account at this
time*** *** *** *** if you have any questions regarding this letter, you
may contact our Mortgage Escalations Resolution Team at ***, Monday
through Friday from a.mto p.mET

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 dated December 21, 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***

October 11, 2016 *** ** ***
*** *** **
*** ** *** Re: Loan Number: Property Address: ** *** *** *** ** *** Case Number: *** Revdex.com Case Number: *** 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. We regret the problems you encountered on your second mortgage loanPlease accept our sincere apology for any inconvenience this matter may have causedOn May 3, 2016, our Insurance Department updated your loan to begin tracking for insurance in errorAs a result, the lender placed cycle started and the lender placed premium was disbursed on July 11, in the amount of $We have confirmed that the insurance tracking was removed and is a combo loan to your first mortgage loan The lender placed policy was flat canceled and the premium of $was refunded to the escrow account on September 20, The escrow account was deleted as of September 26, 2016. Mr***, if you have any questions regarding the servicing of the loan, you may contact our Client Services Department at Our business hours are a.mto p.m., ET, Monday through Friday and a.mto p.m., ET on Saturday. 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.mET. Sincerely, Kewanna C*** Officer Mortgage Escalations Resolution Team

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

[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,
*** ***

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
This business has not given an authorization form to sign, nor has it removed this erroneous negative credit mark from my credit report or reply to me personally about my complaint
Regards,
*** ***

Re: Loan Number: ***Property Address: ** *** *** *** *** ** *** Case Numbers: *** and *** CFPB Case Number: *** Revdex.com Case#: *** Dear Mr***: This letter is regarding the correspondence that was forwarded to our office
from the RevDex.com (Revdex.com), and the Consumer Financial Protection Bureau (CFPB) regarding the above referenced loanWe appreciate the opportunity to look into the issue and to provide a response to you. Our records reflect that in March 2016, 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 April 13, 2016, we provided you a list of the PMI Waiver RequirementsIn addition, you were informed that you could reduce your principal balance by submitting a check in the amount of $34,to equal a loan-to-value (LTV) ratio of 80%However, if improvements have been made on the home that significantly increased the value we could order a Brokers Price Option (BPO) to determine the new valueThe cost of the BPO was $However, since your account closed in November and your loan was less than five years old, the L1V must be below 75% Enclosed is a copy of the PMI letters sent to you on April 13, 2016. On April 7, 2016, we received a personal check (1167) dated April 19, in the amount of $105.00 and the BPO was orderedOn May 4, 2016, we received the BPO and the property value was ***, which resulted in the LTV of 93.4%, which was higher than the 75% threshold for the PMI DeletionThus, your PMI deletion request was deniedPlease be advised the property value used in our evaluation is the "As Is Pricen on page of of the enclosed BPO Because your account does not meet the requirements to delete PMI, we respectfully deny your request to have it removed. If you have any questions regarding the servicing of your account, please contact 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, 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

We have received and reviewed the letter that was forwarded to our office from the Revdex.com (Revdex.com) and the *** *** *** *** *** 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 $***.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 ***, 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 ***, Monday through Friday from a.mto p.m., ET.Sincerely,Wanda H***

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 28,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 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 am yet to receive any feedback from SunTrustThey have not contacted me with a solution to the problem
Regards,
*** ***

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 December 1, 2015. 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***

Good afternoon, Thank you providing *** *** *** authorization to provide you our response to his concerns. Attached is our letter with attachments. Revdex.com case number: *** Please let me know if you have any questions. Wanda H***

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 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*** 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*** who provided the useless response to this complaint
*** ***

Good Evening, Attached is SunTrust Mortgage, Incresponse to the complaint your office received from *** ***. Revdex.com case number *** Please let me know if you have any questions. *** ***
*** *** * ***

I got a notice from SunTrust that they had begun a Bi-Weekly Payment PlanI thought that would be great to cut out the middle-man since I was using Equity AcceleratorI signed up, got a confirmation letter, only to find that they didn't draft a paymentI called them and was told we see the confirmation but we don't have a Bi-Weekly Plan department to set me upI would have to fill out the paperwork againWhen I asked to speak to a manager, the rep hung up on meTerrible does not begin to describe this worthless companyI am hoping to refinance with someone else before rates go up

Dear Ms*** and Mr***: This letter is regarding your correspondence that was forwarded to our office from the Revdex.com (Revdex.com) regarding the above referenced loanWe appreciate the opportunity to respond. Our records reflect that on April 30, 2015, ***
*** the sales manager spoke with Ms*** and agreed to refund the Veteran Administration f>/A) appraisal fee in the amount of $On May 6, 2015, we refunded your credit card ending in *** the appraisal fee of $550.00. We regret that we were unable 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, *** *** Officer Mortgage Escalations Resolution Team

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 Client(s): This letter is a follto your inquiry on the above referenced loan. The Mortgage Escalations Resolution Team is currently researching your concern, and will contact you within seven (7) days of the date on this letter to provide an update on the status of your
inquiryIf further documentation is needed, you will be advised at that timeProvided no further documentation is necessary, a final resolution letter will be mailed no later than calendar days from the date of this letter or November 10, 2017. If you have additional questions or concerns regarding this matter, please contact the Mortgage Escalations Resolution Team at ***, Monday through Friday from a.mto p.m., ET, and reference your case number aboveThank you for giving us the opportunity to serve you better. Sincerely, Mortgage Escalations Resolution Team

Please see attached response