SunTrust Mortgage

I would like to share my recent experience with Suntrust Mortgage Suntrust bought my Mortgage loan from another company effective November In mid-December I received a letter from Suntrust explaining that they had performed “analysis” on my escrow account The result was that my estimated taxes and insurance would be $(twelve cents) more than and they enclosed a check for $ I immediately checked with my County Sheriff’s department and found that my property taxes were not paid by Suntrust I have to date made at least phone calls to them to explain this issue starting in Late December (When I first became aware) I was first told to send a copy of the tax bill and deposit the Escrow refund check and make a payment to Suntrust for the Escrow account Then I was told they would “stop Pay “the check and get the taxes paid My taxes were due 11/31/ There is a late fee if not paid by 12/31/and the next late fee goes to a 10% penalty effective 02/01/ I just received a phone call from the “Escalation Team” explaining that the status was “Still Researching” “Still researching what?” “I have provided you with all of the documentation and the money is in the account Pay my TAXES”, I Said I was told that this is complicated because “more than one depart is involved” Why will suntrust mortgage not take my money and pay my property taxes like my mortgage states the mortgage company will

Good evening, Attached is SunTrust Mortgage, Incresponse to the letter your office received from *** ** ***. Revdex.com case # ***. Please let me know if you have any questions. Wanda H***

Dear ** ***:
We have received and reviewed your correspondence regarding the above referenced loanWe appreciate the opportunity to look into the issue raised and to provide a response to you
Our records show that we have responded to ** ***-*** regarding her loan modification requestEnclosed are copies of our letters dated July 9, and June 10, Upon receiving a complete loss mitigation package for our review, her request was denied because she did not pass the Imminent Default TestAn Evaluation Notice dated June 20, 2014, was mailed to her explaining the outcome of our reviewPlease understand that as the servicer of the loan, SunTrust Mortgage must follow investor guidelines
** ***-*** has a first and second mortgageThe mortgage payment on the first is $1,and the second mortgage payment is $Both loans are currently due for the August 1, payment
If ** ***-*** financial situation has changed, she may reapply for loss mitigation assistanceShe may contact our Home Preservation Client Representative (HPCR) Department at ***, Monday through Friday from am to pm, ET** ***-*** may also contact our Consumer Direct Department at ***, to inquire about refinancing.
** ***, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***, Monday through Friday from am to pm, ET
Sincerely,
*** ***
Officer
Mortgage Escalations Team

Dear Dr***:We have received and reviewed your concerns as well as the correspondences that were forwarded to our office from the *** *** *** *** *** 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 to you. As you indicated, your loan was acquired by SunTrust Mortgage, Inc(SunTrust) from Loan Depot on March 16, Enclosed is a copy of the March 17, Service Transfer Notice and the March 29, notice to you advising of the correct SunTrust loan number.We understand your concerns regarding the application of your June and July monthly mortgage paymentsWe sincerely apologize for the manner in which your account was handled and for any confusion and that may have been caused by the transactions that occurred on your account.On May 26, 2016, we received the funds for your June and July payments and the June payment was inadvertently applied as a principal curtailmentSubsequently, the funds received on June 27, were applied as the June monthly payment and principalThe funds were reversed and reapplied on June 29, to the June and July paymentsThe correct payment amounts were received and the additional $was applied to the escrow accountThe payments were corrected with no negative credit reportingThe next payment due on the loan is the August 1, monthly payment in the amount of $1,Dr***a copy of the loan history is enclosed for your reviewAgain we regret this oversight and any impact to youThe situation you described has been forwarded to management for reviewIf 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 ** and *** ***:This letter is regarding to 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 show that on
September 11, 2015, we researched
your concerns and provided the enclosed responseAs indicated previously, your
account would not be eligible for recast review until February 2016.If you have any questions concerning the servicing of your
account, please contact our Client Services Department at *** Monday through
Friday from 8am to 8pm or Saturday from 9am to 3pm.If you have any questions regarding this letter, you may
contact our Mortgage Escalations Resolutions 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** ***

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. On August
12, 2016, you spoke to our Loss Drafts Department regarding check number *** 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: *** for $11,138.53, *** for $11,and *** for $11,The package was delivered on August 19, 2016. Mrand Mrs***, we regret any inconvenience that may have been causedIf you have any questions, you may contact our Loss Drafts Department at *** Our businesshours are a.mto p.m., Monday through Friday and a.mto p.m., ET, on Saturday. If you have any questions regarding this letter, you may contact our Mortgage EscalationsResolution Team at ***, Monday through Friday from a.mto p.mET

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 March 31, Upon receipt of the signed authorization form, we will gladly share a
copy of our response with your officeThank you for contacting SunTrust.Sincerely,Kenya W***

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***

November 15, 2016 *** ***
*** *** ***
*** ** *** Re: Loan Numbers: and Property Address: *** *** *** *** ** *** Case Number: *** Revdex.com Case Number: *** 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. Our records indicate that we previously received a similar correspondence and responded to your concerns in the attached letter dated October 25, As stated in the letter, we have no record of receiving a reaffirmation agreement that was filed with the bankruptcy courtsThus, we are not reporting your payment history to the credit reporting agencies. 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 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 March 22, 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***

Re: *** ***
Case number: ***
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 July 24, Upon receipt of the signed authorization form, we will
gladly share a copy of our response with your office
Thank you for contacting SunTrust

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.] I made payments to you timely each and every month I did not know that you were "suspending" my payments because I would receive phone calls saying that if you have already made this payment disregard this notice I was verifying with my bank after every robocall that my funds were withdrawn from my account to you and they were I was not aware of your interpretation of late until my credit report score was dropped by you I disagree with your actions and find them egregious
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 issue
raised and to provide a response to you Our
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 th.e 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 February 17, Upon receipt of the signed authqrization form, we will gladly share a copy of our response with your office. Thank you for contacting SunTrust. Sincerely, Kewanna *** Officer Mortgage Escalations Resolution Team

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's response specifically states that a reaffirmation agreement was filed on the court docket but SunTrust didn't receive itI am not responsible for SunTrust mishandling of the mail and documentation back in They, like most banks were swamped with the amount of foreclosures being processed at that timeI assume the norm was for people to foreclose on their home, however, I filed the reaffirmation, and have provided the documentation that that took placeSunTrust agrees that the reaffirmation was on the court docket, so why should I be penalized for the court mail getting lost I have paid this loan for almost years, I have never missed a payment and SunTrust continue to report the debt but not the payments and I continue to be the one to suffer the results My payments need to be reported! There has to be a way to correct a pure clerical error on their part which is affecting me financially on a regular basis. SOMEONE AT SUNTRUST NEEDS TO FIX MY FILE.I have been battling the Big Bank for over two years, I need someone to help me fix this issue At this point I do not know where else to turn; SunTrust admits the loan was reaffirmed, the loan has been paid and yet no one can seem to correct this reporting issue It's hard to be the one minority individual facing the Big Bank and just be waved off like this is just not a big deal It is a big deal!!! We are just a bunch of numbers in a system, your drivers license or social security or your credit score and they are hurting me with the incorrect credit reporting
Regards,
*** ***

Dear Ms***: 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. We are required to report credit information accurately to the credit reporting bureaus to which we report (***, ***, and ***) and it is based solely upon the dates payments are receivedOur records reflect the last payment received on the account was on January 4, 2012, and the $*** was posted as the October 1, paymentOn October 18, 2012, a foreclosure sale was held due to the delinquency of the accountOn November 5, 2012, SunTrust Mortgage, Inc. reported this account as a foreclosureEnclosed is a copy of the payment history for your review. Ms***, we have reviewed your credit history on several occasions and determined that we correctly reported your account to the credit reporting agencies; thus an update is not warranted. However, if you disagree with the credit reporting and you have documentation reflecting a discrepancy; please forward it to me at the above address or it can be faxed to ***. Please be advised that SunTrust Mortgage, Inconly furnishes the information to the credit agencies and does not control how it appears on the credit reportIf you have any questions you may contact the consumer reporting agencies directly: *** ***, *** *** and *** ***. If you should 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***

Attached is the Suntrust Mortgage response to your inquiry*** ***
*** *** *** ***

Dear ** ***:We received your correspondence regarding the abovereferenced caseBecause you did not include a signed authorization form fromthe client, we re unable to provide you a copy of our response to the clientdated January 8, Upon receipt of the signed authorization
form, we willgladly share a copy of our response with your office