SunTrust Mortgage

Dear Ms***: We have received and
reviewed the correspondence that was forwarded to our office from the Revdex.com (Revdex.com) regarding the above referenced accountsWe appreciate
the opportunity to look into the issue raised and to provide a response to youOn April 11, 2016,
you were pre-qualified for a loan
application *** for a SunTrust Mortgage, Inc(SunTrust) Doctor Loan
ProgramThe pre-qualification notification is based on non-verified information
and does not constitute an official commitment on behalf of SunTrust Mortgage,
1ncThe loan approval was subject to but not necessarily limited to
verification of all incomeasset and liability information provided by you, a
property appraisal acceptable to SunTrust Mortgage, Inc., (SunTrust) and
incompliance with SunTrust's loan program guidelines and all required closing
conditions such as a survey and/or title examinationThe loan was denied on
May 26, because the credit application was incompleteOn June 10, 2016, you completed a second loan application (***)
We were able to use the appraisal from the previous loan (***); thus a
new appraisal was not requiredA request was made for your tax returns, which
we receivedOur review of the tax returns reflects the unreimbursed business
expenses (UBE's) counted against your income and made the debHo income (DTI)
ratio in excess of the 43% allowed on this product (Doctor Loan Program). On June 2016,
Keyana M*** Mortgage Resolution Specialist spoke with you and advised that
the second loan application has been submitted for loan denial due to excessive
DTI ratiosOur understanding is that your loan officer also spoke with you and
informed the UBE's also contributed to this high DTI amountOn July 8, 2016,
we refunded your *** *** ending in *** the $***, which represented the
fees you paid associated with the loan applicationThank you for bringing to our attention the problems you
experienced with your mortgage loan applications and we apologize for any
inconvenience this matter has causedIf 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

Had a mortgage w/ SuntrustMade the mistake of refinancing w/ SuntrustProcess was horribleThroughout the process I was handed off to multiple peopleTheir customer tracking system included information re: contact with us that was just plain untruthfulClosing happenedBefore and after closing, scheduling of my property tax payment was discussedIt's been six weeks and my property taxes haven't been paidI have been on the phone w/ Suntrust many times each weekSometimes I'm told it will be taken care of...and it isn'tSometimes I'm told the person on the phone can't help and I'll get a call back...and I don't I really don't know how they stay in businessI've never seen customer service this unbelievably badAnd - by the way - my insurance has been paid twice

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***

November 16, 2016 *** ** ***
*** ** ***
*** *** *** ***
*** ** *** Re: Loan Application Number: Property Address: *** *** *** *** *** *** ** *** Case Number: *** Revdex.com Case Number: *** Dear Mrand Mrs
***: 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 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 *** *** *** *** (***), multi-layered flood policyThese types of policies must be manually reviewed each year to ensure they adhere to *** *** *** ***
***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

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

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***

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: ***.Thank you! I have reviewed the response from Suntrust and was called/notified by Wanda H*** at Suntrust today that a correction will be made to our credit scoreWe are happy with this response, so I would like to accept the business's reply; however, I was unable to find the default acceptance letterThe only letter I was able to find was the "third party agreement" to share informationHowever, because of the sensitive nature of the information, we would rather not sign this agreement...especially now that it is our understanding that the issue has been properly resolved.
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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Dear Client(s): This letter is to acknowledge receipt of your correspondence or inquiry on July 2, The Mortgage Escalations Resolution Team is currently researching your questions or concerns, and we are focused on responding to you as quickly as possibleAs we work to
respond to your concerns, we will attempt to contact you each week to provide an update on the status of your inquiry. In reviewing your correspondence, we determined that we do not have authorization to release any information to youPlease forward the signed authorization to us at the above stated address or you may fax it to ***We have enclosed a blank form for your use. If a member of the Mortgage Escalations Resolution Team has not been in contact with you as of receipt of this letter, or if you have additional questions or concerns regarding the status of your inquiry, please contact us 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 Te a m

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 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*** 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 *** temporary site because it was over the $*** 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 $*** and deposit the remaining $*** 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***, 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 *** which I only became aware of because another SunTrust representative gave me the location at *** *** *** *** *** *** 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 $*** 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 $*** 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*** letter contains contradictory language regarding the SunTrust inspections as in the letter from September 26, 2017, it is stated by Ms*** that the work has to be inspected by SunTrust when it is **% completed, and again when it's **% completedHowever, in MsH*** letter of October 18, 2017, she states, "Once all 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." 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 $***, 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,
*** ***

[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: [email protected]
Regards,
*** ***

Please see attached

Dear Mr***:? We have received and reviewed the letter that was forwarded to our office from the Better Business? Bureau and the Consumer Financial Protection Bureau (CFPB) regarding · the above referenced? loanWe appreciate the opportunity to look into the issue raised and to
provide a response.? At SunTrust Mortgage, Incwe work hard to provide exceptional service to every client and regret? any instance when we fall short of the goalWe apologize for any inconvenience this matter may? have caused.? We have reviewed your file and determined that the payoff statement generated on December 9,? reflected the incorrect year (instead of 2016)Thus, additional funds were required to? pay the l9an in fullTo rectify this error, on January 8, we deposited $5,into your? SunTrust Bank account ending in 8162, which represented the additional interest you paid to satisfy? your loan balance and you confirmed receipt of the funds.? Please be advised that you will receive an escrow refund in the amount of $1,within 30-days? of the date the loan was paid in fullWe are currently in the process of preparing the mortgage? satisfaction documents to Palm Beach County to release the lienOnce processed, the release will? be part of the official land records and available for future real estate transactions.? Mr***, it has been a pleasure to service yo.ur mortgage accountWe value our business? relationship with you and would welcome the opportunity to assist you with any future financingIf? 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?

[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,
*** ***

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

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 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 April 25, 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,? Kewanna C***? Officer? Mortgage Escalations Resolution Team?

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?

Dear Mr***:? We have received ::lnd reviewed the co;respondences that were forwarded to our office from the? Consumer Financial Protection Bureau (CFPB), Revdex.com and The Department of? California Business Oversight regarding the above
referenced loanWe appreciate the opportunity? to looK into the issue raised and to provide a response to you.? The loan was reviewed for loss mitigation workout options in accordance with the Home Affordable? Modification Program (HAMP) and Fannie Mae requirementsThe evaluations were based on the? income documentation provided and credit report expensesThe results and terms of a? modification offer are not negotiable.? Our records indicate that SunTrust Mortgage, Inc(SunTrust) approved the loan for loss mitigation? work.outs on two separate occasionsOn April 10, 2013, the loan was approved for an Alternative? Modification Trial Payment Plan (TPP) for the months of May, June and July You completed? the TPP and a final modification agreement was mailed to you with a year term at a 4,00%? interest rate, a monthly payment of $(a reduction from the contraGtual payment of? $2,373.98) and a principal forbearance of $32,The signed final modification agreement? was returned to SunTrust; however, there were alterations made to the reference of your being ua? married man." The modification could not be altered in this way as it is :a legal agreement to? modify the Deed of TrustThe verbiage in the modification agreement regarding the borrower? information was stated just as it was in the Deed of TrustThe corrected final modification? agreement was delivered to you on September 19, to re-execute and return to SunTrustOn? September 26, 2013, you informed a SunTrust representative that you had not been married for? years and wanted the verbiage in the modification documents changedIt was explained to you? that supporting documentation was required in order to change the language of the modification ? agreementAs cf October 7, 2013, SunTrust had not received either the signed corrected? modification agreement or the supporting documentation to change the veroiage in the? modification agr?.ementTherefcre, the loan was removed from the loss mitigation process.? The loan had been in foreclosure ciue to the deiinquency and was piaced on hoid to ai1ow ror the? !os:s ;nitigation revluwThe foreclosure hold was removed uil N

Dear ** ***:We have received and reviewed the correspondence that was
forwarded to our office from the Revdex.com (Revdex.com) regarding the
above referenced loanThank you for the opportunity to research and respond to
your concerns.Our records indicate that in January your loan was
assigned a Home Preservation Client Representative (HPCR) due to the
delinquencyA request was submitted on March 31, to have the HPCR removed
from the loan.As information, your loan is a FHA loanThe current
owner/investor of your loan is SunTrust Mortgage, GNMAThe contact information
is: *** *** *** *** *** *** ***As of the date of this letter, your
account is due for the April 1, monthly mortgage paymentThe current
unpaid principal balance is $119,and the current escrow balance is
$There are no funds in the unapplied “suspense” funds account at this
time.** ***, if you have any questions regarding the serving of
your account, you may contact our Client Service Department at *** *** **, Monday
through Friday from 8:am to 8:pm or Saturday from 9:am to 3:pmA
representative will be glad to assist you.If you have any questions regarding this letter, you may
contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday
through Friday from 8am to 6pmSincerely,*** ***