SunTrust Mortgage

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 [redacted]:We have received and reviewed your correspondence forwardedto us from the Revdex.com regarding the returned item fees that were assessed to yourabove referenced account. We appreciate the opportunity to respond.We regret that you were not satisfied with the service...

youreceived contacting us about the account. Pelase be assured your commentsconcerning this matter were forwarded to the appropriate management area. We understandthat this has been frustrating for you and are glad that we can provide some reliefto help you during this difficult time.We understand that you spoke with [redacted] regardingyour account. [redacted] informed you that as a courtesy, we waived fees and servicecharges totally $570.03. this leaves you with an amount owed to SunTrust of$509.40. we encourage you to contact our Demand Deposit Account Recovery and RetentionDepartment, before December 7, 2014, at [redacted] to discuss paymentoptions.[redacted], we hope the information provided is helpful toyou. If we may be of further assistance, please don’t hesitate to call[redacted] or visit any SunTrust branch. Our representatives will be glad tohelp you.Sincerely,[redacted]

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].
Thank you! I have reviewed the response from Suntrust and was called/notified by Wanda H[redacted] at Suntrust today that a correction will be made to our credit score. We are happy with this response, so I would like to accept the business's reply; however, I was unable to find the default acceptance letter. The only letter I was able to find was the "third party agreement" to share information. However, 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,
[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]
Thank you for your letter dated 6-27-16. I wish SunTrust has
been on communicative. Had 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 amended. I 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 Inc. refusing to accept
any payments until our dispute is settled. I 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 upon. As you can tell from my conversations with a [redacted]
(and the follow-up letter 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[redacted] 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 Mortgage. And for that I thank you.Please add this correspondence to my file. If that is
impossible I’d like to start another file that can be added to by original
case.

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.
SunTrust's response specifically states that a reaffirmation agreement was filed on the court docket  but SunTrust didn't receive it. I am not responsible for SunTrust mishandling of the mail and documentation back in 2010.  They, like most banks were swamped with the amount of foreclosures being processed at that time. I assume the norm was for people to foreclose on their home, however, I filed the reaffirmation, and have provided the documentation that that took place. SunTrust 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 10 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,
[redacted]

December 6, 2016 [redacted] 
[redacted] 
[redacted] 
[redacted]  Verdana; font-size: 11px;">Re: Loan Number: Property Address: [redacted] Case Numbers: [redacted] and [redacted] Revdex.com Case Number: [redacted] Dear Mr. and Mrs. [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. At SunTrust, we work hard to provide exceptional service to every client and regret any instance when we fall short of that goal. Our records indicate that on November 15, 2016, we disbursed a tax payment to [redacted] in the amount of [redacted] in error. On December 5, 2016, company funds in the amount of [redacted] were deposited into the escrow account. Per [redacted], it may take up to 6 weeks to get a refund for the duplicate tax payment. Once the refund is received from [redacted] the funds will be used to repay the company funds that were deposited into your escrow account. In the event the tax office sends the refund directly to you, we ask that you forward the funds to us to be deposited into your escrow account at the following address: SunTrust Mortgage, Inc. Attn: D. E[redacted] 1001 Semmes Avenue Richmond, VA 23224 Ref: [redacted] If you receive the funds and do not return them to us it may create a shortage in your escrow account. Please be advised that we are only escrowing to pay for the flood insurance as the tax line has been removed. We apologize for any inconvenience this matter may have caused. Mr. and Mrs. [redacted], your satisfaction is important to us. 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, Kenya W[redacted] Mortgage Escalations Resolution Team

Re: [redacted]Case number: [redacted]Dear [redacted]:We received your correspondence regarding the abovereferenced case. Because you did not include a signed authorization form fromthe client, we are unable to provide you a copy of our response to the...

clientdated November 18, 2014. Upon receipt of the signed authorization form, we willgladly share a copy of our response with your office.Thank you for contacting SunTrust.Sincerely,[redacted]

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].This is to let you know that the above subject complaint has been resolved to my satisfaction. I have not responded previously because I did not receive a check for Suntrust until today. Thank you for your assistance in this matter.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 11120704, 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 am very unhappy with this response, as I get a different story about what happens all the time.  We were told by someone at Suntrust that the funds with the original missed payment that we did the extra payment for were not applied properly.  Each time we have ever talked to someone there, we get a different story.  Just recently, when I inquired about why the checks we went for payment weren't being cashed, I was told it was because we sent the wrong amount, that our monthly payment had changed.  I told her we hadn't been notified of a change, she said that it happens sometimes.  I was told by the next person I spoke to they weren't sure why they weren't being cashed. The first letter I got about that, said they payment was wrong amount, but in the letter, the correct amount was what we had paid.  
To go to the loan modification, I Have sent that paperwork so many times over the years, with out ever getting a response, until this last time, when I got a letter saying more info was needed, which I sent in.  Then I got a letter saying they were closing it out.  I am in the process of resending all of that paperwork again.
I also got a letter about not responding to calls, I faxed that back to the loss mitigation specialist Joan [redacted], with our correct phone number, and also explained that we had been having trouble with our voice mail for an undetermined amount of time, but had recently realized it, and it is now fixed. I have had no messages since then from Joan [redacted] to even confirm she got that fax.  I have also requsted since then, that everything be done in writing, because I feel I cant trust what I am told by anyone in that company, as I get different info from people, or no response at all.  I am trying to protect myself and our home.  But again, no response to that.  
I truly hope that this can get worked out, we really want to stay in our home.  We no longer have any financial hardship, and have made our monthly payment consistently since we had our problem years back.  I just want to come up with a solution to this situation.  I have given them an amount we can come up with in a weeks time, in trying to fix this situation, we felt it was a fair way to start fixing this, again, got no response.   I truly hope sending in the paperwork to Joan [redacted] again, we can get this worked out.  
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.
I asked suntrust to send me a CORRECT mortgage statement which I am entitled to BY LAW!!! The response from suntrust does not include a correct mortgage statement and one has not been sent to me. This is the 4th year in a row that suntrust has proven it's incompetence by cashing my escrow shortage check and then also billing me for the higher mortgage. It's completely unacceptable and needs to stop IMMEDIATELY. There is absolutely no reason for them to send an incorrect statement every year. They clearly have no business being responsible for other people's money. I have also reached out to them on social media and continue to be IGNORED. COMPLETELY UNACCEPTABLE. I also continue to get useless voicemails from Nicole H[redacted] while I am at work and her voicemails say nothing about what is being done to resolve my complaints or when they will be sending a CORRECT mortgage statement. If she is not going to provide any useful information in the voicemails I would prefer she not call at all. All she is doing is filling up my mailbox unnecessarily. My request is simple and I do not understand suntrust's ongoing refusal to bill me correctly, provide correct information and customer service. It is COMPLETELY UNACCEPTABLE. I have also NEVER been contacted by wanda h[redacted] who provided the useless response to this complaint.
[redacted]

Dear Ms. [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. We...

sincerely regret the problems you encountered during the processing of your loan application submitted on May 25, 2016 including the delay in the completion of the appraisal. As a goodwill gesture, the appraisal fee of $500.00 was refunded to your credit card on July 7, 2016. The appraisal was ordered; however, we were unable to close the loan by June 30, 2016. You withdrew the loan application on June 28, 2016 since the seller would not grant a contract extension. Instead you are applying for financing with the seller's preferred lender, [redacted]l. The FHA case number has been transferred to the new lender. A copy of the appraisal report was sent to you and [redacted]. We are glad that [redacted] was able to utilize the appraisal. Ms. [redacted], 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 6 p.m. ET.

[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]

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 have reviewed your loan and the lender...

placed policy has been
flat cancelled. A refund of $1,248.00 was credited to the escrow account on
June 22, 2015.Our records indicate that SunTrust Mortgage, Inc. (SunTrust)
acquired the loan from [redacted] on November 6, 2014. The homeowners’
insurance renewal premium was due in December 2014. Unfortunately, the premium was
not paid by [redacted] or SunTrust which led to the policy cancellation and
lender placed cycle with SunTrust. The lender placed premium was disbursed on
May 7, 2015 for $3,081.00. Upon receipt of evidence if insurance, a partial
refund of $1,833.00 was credited to the escrow account and the new voluntary
policy to [redacted] was paid in the amount of $1,117.30.[redacted], we regret this oversight and any inconvenience this
may have caused you. If you have an questions regarding the servicing of this
loan, you may contact our Client Service Department at [redacted], Monday
through Friday from 8am to 8pm and Saturday from 9 am to 3pm ET.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]

We have received and reviewed the letters that was forwarded
to our office from the Revdex.com and the Consumer Financial
Protection Bureau (CFPB) regarding the above referenced account. We appreciate
the opportunity to look into the issue raised and to provide a response to you.
Our...

records indicate that you submitted a loan application on January 25, 2016
to refinance the above property address. Some of the processing delays were due
to additional documentation required by the Underwriting Department before a
final decision could be made on the file. Some of the documentation required
was regarding the subject property and rental agreements, income information
and the profit and loss statements for your business A&E Construction, two
years of personal and business tax returns, and proof who made the payments for
the tw'o car loans that reflected on the credit report. During the application
process we also requested you to provide current documents as some of the
documents reflecting the required information had expired. Since flood
insurance was a requirement on the property, you were asked to provide proof of
insurance. On May 19, 2016, the loan application was denied and you were sent
the enclosed Statement of Credit Denial, Termination or Change letter stating
we were unable to assist you with a credit application because it was
incomplete. On June 22, 2016, Lynne [redacted] a Loan Officer contacted you and
discussed the previous loan application. At that time, Ms. [redacted] asked if you
were interested in applying for a new loan application and you declined our
offer. Mr. [redacted], we regret any inconvenience you may have experience during
the refinance process. As a goodwill gesture, we are reimbursing you the
appraisal fee in the amount of $450.00. Enclosed is SunTrust Mortgage, Inc.
check (490469) representing the refund. Pam [redacted] a Mortgage Escalations
Resolution Specialist also spoke with your insurance agent and advised that
they are willing to reimburse you the full premium amount of $1,354.00 once
they receive a letter from SunTrust Mortgage, Inc. stating the loan application
was declined. The letter was fax to your agent on June 22, 2016. Please be
advised that after the agent receives our letter they will be in contact with
you to sign a cancellation notification before the insurance refund check will
be issued. If you have any questions, please contact Ms. [redacted] at [redacted] 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 6 p.m .. ET. Sincerely,

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 September 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.
Sincerely,
[redacted]
Officer

Keep taking money but will not apply to mortgage pressuring to cause forcosure

I have had my mortgage with SunTrust for about 3 years and have always paid on time without issue. Recently I requested to have my PMI removed as many comparable homes in my neighborhood have sold for well over the amount that would give us 20%+ in in equity in the home. My request was denied and when I contacted them I was met with contempt from their customer service. After multiple attempts and escalations to management, I am refinancing and I have no PMI by a longshot. In the past 4 days I have received over 10 calls from SunTrust trying to get me to refinance despite multiple requests to be put on their do not call list. My experience with them has been infuriating and I would caution all who are considering SunTrust to go elsewhere and get a better rate and a much better customer service experience.

Dear [redacted]:
We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from [redacted]. Therefore, we are unable to provide you with a copy of our response to [redacted] dated October 15, 2014. 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 PT. 
Sincerely,
[redacted]
Officer

Dear Ms. [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 have...

reviewed your concerns about the negative information on your credit report regarding this loan. On January 5, 2016, we submitted an update to the affected credit bureau(s) (Equrrax, Experian, TransUnion), which will report the foreclosure sale date as August 19, 2009. We sincerely regret any inconvenience that matter may have been caused. 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. Sincerely, Kewanna C[redacted] Officer Mortgage Escalations Resolution Team

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 28,2016. 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