SunTrust Mortgage

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 5, Upon receipt of the signed authorization form, we will gladly share a
copy of our response with your office.Thank you for contacting SunTrust

Re: *** ** *** and *** ***? Revdex.com Case #: ***? Case Numbers: *** and ***? ·Dear Ms***:? We received your correspondence regarding the above referenced caseHowever,? you did not include a signed authorization form from Mr*** and Ms
***.? Therefore, we are unable to provide you with a copy of our response to Mr***? and Ms*** dated November 24, 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.m.· to p.m., ET.? SincerelyWanda H***?

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 November 8, 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***?

Kenya W*** SunTrust Mortgage, Inc.? Officer Mail Code: ***? Mortgage Escalations Resolution Team POBox ***? ***, VA ***? Tel ***? October 2, 2017? Re: Client Name: *** ***? Case Number: ***? Revdex.com Case Number:
***? 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 2, 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***? 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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Thank you for your letter dated 6-27-I wish SunTrust has
been on communicativeHad they been, all the problems I’m having now could
have been avoided.I don’t know if my case can be re-opened or amendedI hope
it can because SunTrust’s position has not changed.It is my contention that I was not advised of any impending
forced escrow that has resulted in SunTrust Mortgage Increfusing to accept
any payments until our dispute is settledI presume this is to acquire
leverage in any attempt to foreclose on my mortgage.I am enclosing a timeline of events that I have experienced
and acted uponAs you can tell from my conversations with a *** *** *** *
(and the follletter dated April 13, 2016) I still had the believe that I
could resolve by forced escrow situation and return my mortgage payments to
what they were previously, before SunTrust unilaterally and without notification
took over the payments of my property taxes.I am also enclosing a letter I mailed today (return receipt
requested) to Kewanna C*** proposing two solutions to resolving our
differences, the third option being my retaining council to aid me.You have been an invaluable asset in at least generating a
response from SunTrust MortgageAnd for that I thank you.Please add this correspondence to my fileIf that is
impossible I’d like to start another file that can be added to by original
case

Dear Mr***:? We have received and reviewed your telephone inquiry as well as 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 research determined that your loan closed September 2015, with the first payment? due on November 1, On October 6, 2015, SunTrust Mortgage, Inc(SunTrust)? mailed a welcome letter that included your SunTrust loan number among other? information.? Thepayments made on October 30, for $1,and on November 16, for? $were processed through an electronic bill payment service (Fiserv) associated? with your banking institutionThe loan number indicated with the payments made through? t:ie bill payment service was the Stockman Bank (loan originator) number and not the? SunTrust loan numberTherefore, the payments could not be identified or applied to your? mortgage loan and were returned through the electronic payment processing system.? It is our understanding through conversation with Stockman Bank and Fiserv that the? $payment was returned to youThe payment for $1,was mailed to? SunTrust from Fiserv on February 5, and we will apply that payment to your? mortgage loan as soon as we receive those fundsMortgage interest is paid in arrears? and charged on a monthly basis; therefore, your loan has not been charged additional? interest.? Due to the payments that SunTrust did not receive for application to your mortgage loan,? collection activities commenced, which included calls and a property inspection to learn if? the property was abandoned.? Our intention is to reach you and learn how we can help you keep your loan currentWe? apologize for any inconvenience you experienced and have waived the late fee assessed.? The credit bureau reporting will be reviewed accordingly.? I? Please contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday? through Friday from a.mto p.mET if you have any other questions or concerns.? Sincerely,? Kewana ***? 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
[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 do.I 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 happened.At 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 improving.I'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 Mr***? We have received and reviewed the correspondence that was forwarded to our office from? the Revdex.com regarding your mother's above referenced accountsWe? appreciate the opportunity to look into the issue raised and to provide a response to you.? Our
records reflect that in March 2016, a loan application (***) was completed to? refinance the current loan ***Regrettably, the refinance can be lengthy because? there are several steps that are required to be completed before a final decision is rendered? on the file, such as ensuring we have a complete loan application and the condo certificate.? At this time, we have received the missing documents and the condo certificate from the? homeowners associationWe are in the process of reviewing the file to determine if? Ms*** meets the criteria for a mortgage loanIf you have any questions you may? contact the loan processor Jamie Malito at or the loan officer, Robert Palubiak? at 804.319.1089.? 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?

[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 received your correspondence regarding the above referenced caseBecause you? did not include a signed authorization form from Mr*** *** we are unable to provide? you with a copy of our response dated January 5, 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***?

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 belowSuntrust mortgage services lied about my telephone call to them in Mar requesting them? to pay supplement billI have had about conversations with them asking for proof and they keep explaining procedures that I already knowEvery time a call is made , different person answers and they all give the same replyMy complaint to Revdex.com was to ensure that they provided proof of such telephone call made in mar with a request to disburse funds to *** county with penalty and interestThat has not been addressed and I see a cover up of or a justification for their actionsI am aware of my responsibilities towards state government when it comes to paying taxes and their effort to send me disclosures is a mere attempt to muddy up the whole request and response processI was told that I would be provided proof that I had called them in March I? have not been provided thatIt would be illogical on my part to wait three months to make the call to suntrust to pay taxes knowing that I would incur no penalty if I were to make the call in the year itself.? Why would anyone pay penalty when the simplest thing to do was to place a call to suntrust and ask them to disburse funds from my escrow account ?
Regards,
*** ? ***

Revdex.com:The fact that Suntrust Mortgage wants me to start taking 3,dollars from my retirement account each and every month starting immediately is insane? When I asked why the withdrawals couldn't start when I found a home, the arrogant answer was the same one I always received"If you want the loan this is what you have to do"? No explanations.....ever? The fact that this is for a home approval letter and not the actually loan itself makes it even more insane? It took me five months to find the perfect home last time? Add two months for paper work and closing, and the total comes to months and 21,dollars? I don't need or want the 21,and, in fact, would clear no more than 17,because the IRS taxes would be astronomical? Two of the four correspondences that I received from Suntrust Mortgage relayed that I also needed to sell my current home first, two of the four said nothing about selling? So what's their view on the status on my home? It's anyone's guess.? It's true I am semi-retired and only work part time but with my salary and social security, I have never had a problem paying my bills.The facts remain:I will put more than 50% down on the homeWith what I have in Money Market, stock, stock dividends, IRA's and other retirements, I could buy the home outright.My total debt with credit cards, car, student loans, and equity line (my mortgage is paid for) is 61,? Once I move, I will put up my current home for sale and will clear outright over 200,000.I have never missed (or been late for) a payment in years.My FICO score is (by my November *** credit card)This offer was only made to appease? It is unacceptable? ? Several tellers at Suntrust Bank have informed me that Suntrust mortgage and Suntrust bank are two totally separate entities with different values and ethics? This mortgage company needs to look at the way they allow their loan officers to communicate (or not) with people? I was told several different stories about why I had to reapply, I was talked "down to" and Suntrust Mortgage made it abundantly clear that my business means nothing to them? It is a shame that Suntrust bank will suffer because of their affiliation with Suntrust mortgage? ? I have been with Suntrust Bank for about years and have been very pleased? All my funds have been removed from my financial adviser and my money market account? My checking account will be closed as soon as an automatic deposit clears at the end of this month? As far as I am concerned, my future dealings with Suntrust have been permanently severed
?
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
Regards,
*** ***

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 loanWe appreciate the? opportunity to look into the issue raised and to provide a response to you.? We regret
that you encountered problems in your attempts to make a one-time payment on? your mortgage loanOn January 25, 2016, MsJessica ***, Client First Solutions,? contacted you and left a message for you to return the callMs*** would like to assist? you with logging into your on line accountYou may contact Ms*** at ***? She will be glad to assist you.? Your January payment was received and applied on January 15, The next? payment is due on February 1, 2016.? 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.? If yo·u have any questions regarding the servicing of the loan, you may contact our Client? Services Department at 800.634.7928, Monday through Friday from a.m.to p.mand? Saturday from a.mto p.mET.? Sincerely,? Kewanna ***? Officer? Mortgage Escalations Resolution Team?

Dear Mr***:? Wehave 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
sincerely regret that you did not have a positive experience when you contacted SunTrust? Mortgage, Inc(SunTrust) about your Februarymonthly mortgage paymentSunTrust? received the funds from Fiserv/CheckFree, third party payment vendor, for your loan, which? did not board the SunTrust Mortgage systemTherefore, the funds were sent back to? Fiserv/Ch~ckFree on February 16, This information was provided to you on? February 26, Wff understand that you were going to contact your financial institution '? regarding checknumber *** that was still outstanding in the amount of $Mr***, again we regret any inconvenience that may have been causedIf you nave '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?

November 16, 2016? Revdex.com Serving Central Virginia, Inc.? Attn: *** ***? Moorefield Park Dr., Ste 300? Richmond, VA 23236? *** *** *** ** ***?
*** *** ***?
*** *** ** ***? Dear Ms***:? We received your correspondence
regarding the above referenced caseBecause you? did not include a signed authorization form from Mr***, we are unable to provide you? with a copy of our response to Mr*** dated November 16, 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***? Officer? Mortgage Escalations Resolution Team?

Dear Mr***:We have received and reviewed the correspondence that was forwarded to our office from the Better? Business Bureau (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

Dear MsJones:? 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 February 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***?

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 December 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 *** ***We have received and reviewed the email received from *** *** *** *** and the letters that was forwarded to our office from the
Consumer Financial Protection Bureau (CFPB) and the Revdex.com
regarding the ·above referenced loanWe appreciate the
opportunity to look
into the issue raised and to provide a responseOur records reflect that on
April 1, 2016, your account was service transferred to *** *** along with
all loan documentsAt that point, your loan was due for the February, March,
and April paymentsOn June 9, 2016, we sent your new servicer SunTrust
Mortgage, Inccheck *** in the amount of *** by *** ***,
which they received on June 10, Any questions or concerns regarding the
servicing of your loan should be directed to ***, Incat *** or
the current servicer of your loanAt SunTrust Mortgage, Incwe work hard to
provide exceptional service to every client and regret any instance when we
fall short of this goalWe regret that your concerns were not properly taken
care of when you first made contact with our call center and for any
inconvenience this matter may have 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., ETSincerely,