SunTrust Mortgage

We received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from the client, we are unable to provide youa copy of our response to the client dated May 31, 2017. Upon receipt of the signedauthorization form, we will gladly share a copy...

of our response with your office.Thank you for contacting SunTrust

Dear [redacted]We have received your correspondence regarding the above
referenced case. However, you did not included a signed authorization form from
[redacted]. Therefore, we are unable to provide you with a copy of our response
to [redacted] dated June 24. 2015. Upon receipt of the signed...

authorization form,
we will gladly share a copy of our response with your office.[redacted], if you have any questions regarding this letter,
you may contact our Mortgage Escalations Resolution Team at [redacted], Monday
through Friday from 8am to 6pm ET.Sincerely [redacted]

Dear Ms. [redacted]: We .received your correspondence regarding the above referenced case.· However, you did not include a signed authorization form from Mrs. [redacted]. Therefore, we are unable to provide you with a copy of our response to Mrs. [redacted] dated February 18, 2016....

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 <;ontact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from 8 a.m. fo 6 p.m., ET. Sincerely, Wanda H[redacted] Officer Mortgage Escalations Resolution T earn

Dear [redacted]We have received your correspondence regarding the above
referenced case. However, you did not included a signed authorization form from
[redacted]. Therefore, we are unable to provide you with a copy of our response
to [redacted] dated July 26, 2016. Upon receipt of the signed...

authorization form,
we will gladly share a copy of our response with your office.[redacted], if you have any questions regarding this letter,
you may contact our Mortgage Escalations Resolution Team at [redacted], Monday
through Friday from 8am to 6pm ET.Sincerely [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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Dear [redacted]:
We received your correspondence regarding the above
referenced case. Because 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 May 23, 2014. 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 [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We have accepted the “good will gesture” provided to
us by SunTrust.  Unfortunately, this does
not come close to compensating us for the cost for the delay in this refinance
process.  As stated in the original
complaint, we were to have gone to settlement and closed on this loan by June
1, 2015.  We did not go to settlement
until October 5, 2015.  The delay in this
process cost us over $7,300 that would not have been incurred had we gone to
settlement in a reasonable time.  During
this process, SunTrust also reduced the amount of our Home Equity Line of
credit.  We would like our Home Equity
Line of Credit restored to what it was before this process and would like to be
compensated for the cost of the delay.
Regards,
[redacted]

Dear Mrs. and Mr. [redacted]: This letter Is a follow-up lo the response sent to you dated February 4, 2015 regarding the above referenced accounts. Thank you far allow us to once again review this issue. Our records reflect that you applied for a loan to refinance the above referenced account ([redacted]). As slated In the February 4, 2015 letter, the first loan application ([redacted]) was denied because the payoff cannot exceed the original FHA loan amount. Thus, A Notice of Action dated June 19, 2014 was sent to you. The second loan application ([redacted]) was submitted on June 20, 2014. On June 23 and June 27, 2014, we sent you an email and left you a voice message requesting the signed dotuments. On July 3, 2014, the file was withdrawn because we did not receive the signed documents. The third loan application ([redacted]) Is currently being processed. On February 17, 2014,[redacted] 
[redacted] spoke with you and addressed your concerns regarding the refinance process. Ms. [redacted] explained that on an FHA Streamline refinance an appraisal Is not needed if the client Is not rolling any of the closing cost into the loan, but when the loan exceeds the payoff and 30 days of interest an appraisal Is ordered. Our records reflect this was explained to you and you understood and were fine with an appraisal being perlormed on the property. You also indicated that you were pleased with the loan officer, [redacted] and his communication In keeping you abreast on the file. Mr. and Mrs. [redacted], if you should have any questions during the application process, please contact your loan officer, [redacted] at [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 8 a.m. to 6 p.m., ET. Sincerely, [redacted] OfficerMortgage Escalations Resolution Team

Re: Revdex.com complaint [redacted] SunTrust has responded to our client by telephone but cannot share the re!iponse 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.

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Revdex.com:
The fact that Suntrust Mortgage wants me to start taking 3,000 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 7 months and 21,000 dollars.  I don't need or want the 21,000 and, in fact, would clear no more than 17,000 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 home
With 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 61,000.  
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 40 years.
My FICO score is 817 (by my November [redacted] 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 27 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 [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer 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.The reply to our complaint combines information from our refinance process in 2014 as well as 2015. Our more recent process has improved with communication, however our complaint is from our 2014 process in which it was never communicated to us that an appraisal on our home was needing to be done. We were told by our loan officer, [redacted], that an appraisal was not needed as he was able to use online resources to obtain a value on our home. We were given a closing date on the refinance and then it was canceled without any reason communicated to us. It was not until 2015 when the conflict resolution representative explained the need for an appraisal. Unfortunately, there is nothing that can be done on Suntrust's behalf to resolve our complaint as it has already occurred and only after 1 year of waiting have they contacted us with any information. Our hope is that our complaint betters their processes and communication with customers so that future customers will not have their money and time wasted.
Regards,[redacted]

Dear [redacted]:
We have received and reviewed your correspondence forwarded to us from the Revdex.com and the CFPB regarding a hold that was placed on a deposit you made into your above referenced account. We appreciate the opportunity to respond.
SunTrust strives to...

provide you with the earliest access to your money within the guidelines of sound banking practice. Although we may delay theavailability of certain funds deposited to your account (place a hold on funds), we strictly adhere to Federal Banking Regulations concerning this matter. As disclosed in our Funds Availability Policy Disclosure for Deposit Accounts, which is provided at account opening and is available on our website Suntrust.com (see About Us-Fee Schedules Funds Availability Policy for Deposit Accounts), longer delays may apply if we believe a check you deposited will not be paid.
Our records reflect that on August 18, 2014 a check for $14,251 .06 was deposited to your account (copy enclosed). During the review process of the deposit, we
determined that a hold needed to be placed on the account for $14,251.06 due to the reason noted on the Notice of Hold (copy enclosed) which we sent you on
August 20,2014. The Notice also advised when the funds would be made available, The funds were available for your use on August 27,2014. Upon further review, it was revealed there was sufficient information available to verify the check. We apologize for this error. Please be assured all of our client's deposited checks may be subject to holds.
We understarrd we did rrot meet your expectations in this situation and regret any inconvenience caused. Please be assured your comments concerning this matter were forwarded to the appropriate management area.
[redacted], your satisfaction is important to us and we ask that you allow us the opportunity to regain your confidence. If you have any questions or concerns
regarding your account, please do not hesitate to contact us via your Online Banking Profile, call us at [redacted] ([redacted]) or visit any SunTrust branch. A representative will be glad to assist you. Thank you for banking with SunTrust.
Sincerely,
[redacted]
Assistant Vice President

Dear [redacted]We have received your correspondence regarding the above
referenced case. However, you did not included a signed authorization form from
[redacted]. Therefore, we are unable to provide you with a copy of our response
to [redacted] dated November 13. 2015. Upon receipt of the signed...

authorization form,
we will gladly share a copy of our response with your office.[redacted], if you have any questions regarding this letter,
you may contact our Mortgage Escalations Resolution Team at [redacted], Monday
through Friday from 8am to 6pm ET.Sincerely [redacted]

Revdex.com:
I have reviewed the offer 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.
The consumer called and stated that he received a notice that he paid off the loan and didn't know why it was not showing as paid off. 
Regards,
[redacted]

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 account. We 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, 2017. 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 bill. Since 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 payment. As 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 property. If you have any questions regarding the servicing of the account, please contact the Client Services Department at [redacted], Monday through Friday from 8 a.m. to 8 p.m. or Saturday from 9 a.m. to 3 p.m., ET. If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted], Monday through Friday from 8 a.m. to 8 p.m., ET.Sincerely,Wanda H[redacted]

I am still in the "final phase" of underwriting after MONTHS of bending over backwards submitting endless paperwork. I have lost count on how many times I have heard "we just need this one final document". The mortgage itself better not have as many issues as the ridiculousness that we have endured trying to obtain it. I am absolutely appalled at the lack of customer service. I am a small business owner and I can guarantee if I treated any of my clients and made them do the things that I have had to do, I wouldn't have a business left.

Revdex.com:
I have reviewed the offer 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 a courtesy credit report from all three bureaus to confirm that all errors relating to this loan have been corrected.  Thank you.
Regards,
[redacted]

We have received and reviewed the correspondence that was
forwarded to our office from the Revdex.com (Revdex.com) regarding the
above referenced loan application. We appreciate the opportunity to look into
the issue raised and to provide a response to you.Our records indicate that we previously reviewed your
concerns and responded in the [redacted] response dated June 8, 2015. Unfortunately
we were unable to approve the loan after review of the verified and documented financial
information.  The change in the Truth in
Lending was due to the change in the loan to value ratio. The original lock was
estimated at a 58% loan-to-value; however, when the appraised value came in the
loan-to-value changed to 70%; therefore, causing the rate to adjust.As indicated previously, we decline you request for refund
of the upfront fees paid as the services have already been provided. We offered
to transfer the appraisal to the new lender; however, our office was rejected
by the new lender.[redacted], if you have any questions regarding this letter,
you may contact our Mortgage Escalations Resolution Team at [redacted]