SunTrust Mortgage

Dear Mr. [redacted] We have received and reviewed the correspondence that was forwarded to our office from the Revdex.com...

regarding your mother's above referenced accounts. We 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 ([redacted]) was completed to refinance the current loan [redacted]. 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 association. We are in the process of reviewing the file to determine if Ms. [redacted] meets the criteria for a mortgage loan. If you have any questions you may contact the loan processor Jamie Malito at 720.437.5454 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 8 a.m. to 6 p.m., ET. Sincerely, Wanda H[redacted] 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 [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: [email protected].
Regards,
[redacted] from Suntrust has contacted me and state that a check would be mailed today 10/05/15 for the $36 overdraft fees I incurred. Since this was the exact resolution I desired I am willing to drop the case. 
If there is anything else you need from me please call [redacted]
Thank you,
[redacted]

We responded to [redacted] by letter on November 6, 2014. If
you have any questions about our response, please contact [redacted].

November 7, 2016 Revdex.com Serving Central Virginia, Inc. Attn: [redacted] 720...

Moorefield Park Dr., Ste 300 Richmond, VA 23236 Re: Name: [redacted] Case Number: [redacted] Revdex.com Case #: [redacted] Dear Ms. [redacted]: We received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from Mr. [redacted], we are unable to provide you with a copy of our response to Mr. [redacted] dated November 7, 2016. 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[redacted]

Dear Ms. [redacted]: We received your correspondence regarding...

the above referenced case. However, you did not include a signed authorization form from Ms. [redacted]. Therefore, we are unable to provide you with a copy of our response to Ms. [redacted] dated June 12, 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

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 made by SunTrust Mortgage in reference to complaint ID [redacted], and find that this resolution is satisfactory to me,  and their quick resolution is greatly appreciated. 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: [email protected].
Regards,
[redacted]

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]
I apologize for the tardiness in my reply to this matter.  Suntrust did finally contact me.  Apparently their answer is they will not consider the documentation I have provided them for rental income, even though I use a rental property company and have documentation for every month showing the rental payments.  I was told I have to show a positive income amount from the rental on my tax return in order for them to consider these payments.  I explained that this would never be the case unless I can refinance, as I do not gain money on the rental, the payments just pay for the mortgage itself.  The response was that I can reapply next year.[redacted]
[redacted]

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 19. 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]

There mortgage hardship area customer service is appalling. Immediately after taking the call, my home preservation specialist places me on hold while she "notates the previous accounts". This notating should be done BEFORE taking the next call as it is a great disgrace to customer service. Why should I wait for you to do what should have been done on the previous call. When I asked to speak with a supervisor, I was placed on hold, and then Carolyn came back on the phone to say she was transferring me to her supervisor Mariah. Instead I was transferred to an identifiable voicemail, where I had to leave a message and then wait for a call back. I am very dissatisfied in the level of professionalism from SunTrust...especially their mortgage home preservation department. They do not provide accurate information.

Dear [redacted]:This letter is regarding the correspondence that was
forwarded to our office from the Revdex.com (Revdex.com) in reference to
the above referenced loan. We appreciate the opportunity to look in the issue
raised and to provide a response to you.Our records reflect that on...

July 2, 2015, SunTrust Mortgage,
Inc. acquired your account from [redacted]. On July 13, 2015, we
received and posted 41,961.85 as your July 1, 2015 payment. On July 21, 2015,
we processed your request to setup the account on our automatic drafting
program, [redacted]. The [redacted] letter was sent to you informing you that the
draft would begin with the September 1, 2015 payment. Because you elected nine
delay days, your payment would be drafted on the 10th business day
of the month.We did not receive a payment in August 2015, thus we began
to generate letters offering loss mitigation assistance and collective calls
advising you the account was in default. On September 12, 2015, you authorized
a [redacted] draft in the amount of #3,923.70 for the August and September 2015
payments. Please be advised that although you August 2015 payment was late, you
were not assessed a late fee. On October 13, 2015, we received and posted
41,961.85 as your October 1, 2015 payment. As of the date of this letter, the
next payment is due on November 1, 2015, which will be drafted on November 10, 2015.We reviewed the credit reporting to the three major credit
agencies ([redacted], [redacted], and [redacted]) and determined that the file was
reported 30 days past due in September 2015. We submitted an update to the
credit reporting agencies to remove the delinquent reporting. Although we furnish
the information to the credit reporting agencies, SunTrust Mortgage, Inc. does
not have control over the length of time it takes for the correction to be
processed. If you have any questions regarding the reporting, please contact
the credit reporting agencies [redacted], [redacted], and [redacted].If you have any questions regarding the servicing of your
account, you may contact our Client Services Department at [redacted], Monday through
Friday from 8am to 8pm or Saturday 9am to 3pm. 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.Sincerely,[redacted]

Dear Ms. [redacted] We received your correspondence regarding the above referenced case. However, you did not include a signed...

authorization form from Mr. [redacted]. Therefore, we are unable to provide  you with a copy of our response  to Mr. [redacted] dated March 1, 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 contact our Mortgage Escalations Resolution Team at 855.223.4640, Monaay through Friday from 8 a.m. to 6 p.m., ET.  Sincerely,Wanda H[redacted]OfficerMortgage Escalations Resolution Team \ '

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.
My goal was to request assistance for my $1700.00 mortgage in order that I may keep my home. I have a reduction in income and cannot make the payments. Due to  my payments being current, assistance has been denied from SunTrust Mortgage.  A short sale is not an option and a deed in lieu of foreclosure is not an option either for me.  However, once the Revdex.com got involved, SunTrust Mortgage finally made a decision not to help me after 9 months.
Regards,
[redacted]

Dear [redacted]:
This letter is regarding your correspondence that was forwarded to our office from the Revdex.com regarding the above referenced loans. We appreciate the opportunity to respond.
Our records reflect that in September 2013, we...

activated your loan in loss mitigation to be reviewed for payment assistance. We regret any inconvenience that you may have experienced in submitting your financial package for review of retention options. However, in accordance with the investor requirements, a loan modification review can only be conducted after the necessary and current financial information is provided. In reviewing your file, we were in communication with you and sent letters (copy enclosed) on September 16, 2013, January 14, March 3, March 13, April 29, and May 9, 2014 requesting the missing information.
On June 3, 2014, we sent you the enclosed letter notifying you that we received a complete Borrower Response Package (BRP). We are currently in the process of reviewing your file for loss mitigation options that may be available for your loan. Once the review process is complete we will inform you of our decision. If you should have any questions during the loss mitigation process, please contact [redacted], the Home Preservation Client Representative (HPCR) assigned to your file at [redacted], extension [redacted], Monday through Friday from 8 a.m. to 10 p.m., ET.
[redacted], if you should have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted], Monday through Friday from 8 a.m to 6 p.m. ET.
Sincerely,
[redacted]
Officer
Mortgage Escalations Resolution Team

Dear [redacted]:This letter is in response to your correspondence dated
August 25, 2015 and the correspondence that was forwarded to our office from
the Revdex.com (Revdex.com) regarding the above referenced loan. We appreciate
the opportunity to look into the issue raised and to provide a...

response to you.At SunTrust Mortgage, Inc. we work hard to provide
exceptional service to each and every client and regret any instance when we
fall short of this goal. It is particularly helpful when our clients let us
know when they have experienced a problem or are unhappy with the service
provided. Please be assured that your comments about your experienced have been
shared with the appropriate management areas for review.Our records reflect that on June 17, 2015 your loan was
activated in loss mitigations to be reviewed for payment assistance. In reviewing
your account for retention options, we evaluate the financial information to
determine if you can afford the monthly payments. We based our decisions on the
requirements of the investor and the programs available. The enclosed
Evaluations Notice indicated that we could not assist you with retention
options because you have insufficient income; therefore, we were unable to
accomplish an affordable payment amount. However, we did approve you for a
liquidation option which was a conditional short sale. If you should have any
questions concerning the loss mitigation process, please contact your home
preservation Client representatives (HPCR) [redacted] at [redacted], extension [redacted]
Monday through Friday 8 a.m to 5 P.m or you can press the options to speak with
a back-up should [redacted] not be available as the department is open Monday through
Friday 8 a.m to 10 p.m and Saturday from 9 a.m to 3 p.m. ET.Your file reflects that you are receiving payment assistance
through [redacted] with the principal and interest portion of your payment in
the amount of $458.19 and you are required to cover the escrow portion of your
payment in the amount of $239.33.You are required to pay the full contractual amount of
$697.52 by check, cashier check, money order, case at a SunTrust Branch, or an
electronic payment.On August 10, 2015, you were sent the [redacted] breach letter
informing you the account was due for the July and August 2015 payments. The total
amount due was $1,422.94. Because the loan was delinquent, you were informed
that a property inspection was ordered to ensure the property was not vacant or
abandoned. The property inspection was completed on September 1, 2015. On September
14, 2015, your account was assessed a property inspection fee in the amount of
$20.00.As a courtesy, on September 4, 2015 we waived a late fee in
the amount of $27.90. ON September 10, 2015 we received and posted $1,422.94 as
the July and August 2015 payments of $597.52 and $27.90 to a late fee. As of
the date of this letter your account is due for the September 1, 2015 monthly
mortgage payment in the amount if $697.52. if you have any questions, regarding
the servicing of your account, please contact the Client Service Department at
[redacted] 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 Resolution Team at [redacted] Monday through
Friday from 8am to 6pm.Sincerely,[redacted]

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.
I've reviewed the issue further with my wife and she was able to clarify for me that she did not submit written communication to remove the extra principal amount added to the draft, because it seemed it was removed automatically. When receiving the letter which stated our new payment after the ESCROW reevaluation, it said our new payment was X, which is what we deposited for draft. That amount was the new payment without the extra principal amount, which we further verified would be correct by looking at our account online. It was our understanding that this changed the terms of our payment and the additional $12 would no longer be included. If you were to pull the call when my wife discussed this matter with one of your customer service reps, you would hear that they confirmed "sometimes the web site is wrong" and admitted fault for the miscommunication. I believe the call occurred on April 14th, 2016. This is an entirely unacceptable response when the results are a negative submission to the credit bureau. If we don't have all the information necessary to make those changes, how can you expect us to follow that? If you say the new payment is one thing in a formal letter, and then draft a different amount, that seems like complete miscommunication. I'm not asking for a concession, adjustment, or anything of actual value to Suntrust, but rather just a simple correction on my credit report. This is a small thing to Suntrust but completely wrecks my purchasing power, hopefully the importance here conveys.
Regards,
[redacted]

Dear Ms. [redacted]: We received your correspondence regarding the above referenced case. Because you  font-size: 11px;">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, 2016. 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[redacted] Officer Mortgage Escalations Resolution Team

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]
I understanding the account was delinquent, which is why I applied.  However, this letter states my file was incomplete.  I submitted everything I was told - I even had to submit it more than once.  The agents changed OFTEN and I was even told they did not know why I was asked over and over again to provide a divorce decree after I said MANY times I was not divorce.  The fact that the file was handled by so many people and seemingly everything I submitted - there was something to do.  At this point I simply do not care - just as long I have in writing my home is not in danger of a short sale or a foreclosure.  I'm am done and just have to deal with a mortgage company I detest.  Thank you Revdex.com for your help.

Re: [redacted] and [redacted] Revdex.com Case #: [redacted] Case Numbers: [redacted] and [redacted] ·Dear Ms. [redacted]: We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from Mr. [redacted] and Ms....

[redacted]. Therefore, we are unable to provide you with a copy of our response to Mr. [redacted] and Ms. [redacted] dated November 24, 2015. 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 contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from 8 a.m.· to 6 p.m., ET. SincerelyWanda H[redacted]

October 11, 2016 [redacted] 
[redacted] 
[redacted]  11px;">Re: Loan Number: Property Address: [redacted] Case Number: [redacted] Revdex.com Case Number: [redacted] Dear Mr. [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. We 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 loan. Please accept our sincere apology for any inconvenience this matter may have caused. On May 3, 2016, our Insurance Department updated your loan to begin tracking for insurance in error. As a result, the lender placed cycle started and the lender placed premium was disbursed on July 11, 2016 in the amount of $531.00. 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 $531.00 was refunded to the escrow account on September 20, 2016. The escrow account was deleted as of September 26, 2016. Mr. [redacted], if you have any questions regarding the servicing of the loan, you may contact our Client Services Department at 800.634.7928. Our business hours are 8 a.m. to 8 p.m., ET, Monday through Friday and 9 a.m. to 3 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 8 a.m. to 6 p.m. ET. Sincerely, Kewanna C[redacted] Officer Mortgage Escalations Resolution Team