SunTrust Mortgage

Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding your experience after you opened your above referenced account. We appreciate the opportunity to respond . .Your comments regarding the service you received from our...

representatives are Important to us. Sun Trust's goal is to provide exceptional service to everyone, and we regret that we fell short of this goal for you . Our records reflect that, on April 20, 2015, you opened an account over the phone. The account was funded on April 23, 2015 with a deposit for $100 from [redacted]l Association. On April 26 and 27, 2015, debit card purchases that were made at [redacted] ($61.49) and [redacted] ($30.06) were presented and paid. Your end-of-day balance on April 27 was $8.45 On April 28, 2015, the $100 deposit was returned (copy enclosed) and debited from your account. This left you with a negative balance of $91.55. Also, on that date a $12.50 returned item fee and a $36.00 overdraft were debited from your account, which left an end-of day balance of negative $140.05. A Shell Oil debit for $5.92 was presented and paid on April 30, 2015. Because you declined overdraft coverage, there was no overdraft fee assessed. The April 30, 2015 end-of-day balance was negative $145.97. On May 1, 2015, as a courtesy, we refunded the $12.50 returned item fee and the. $36.00 overdraft fee; this left a negative balance of $97.47. On May 5, 2015, because the account remained overdrawn for seven consecutive days, a $36.00 extended overdraft fee was assessed. This left a negative balance of $133.47. On May 11, 2015, a $1.00 deposit was credited to your account, and on May 15, the extended overdraft fee of $36.00 was refunded, leaving you with a balance of negative $96.47. This communication is an attempt to collect a debt and any information you provide, whether written or verbal, will be used for that purpose. However, if your debt is discharged in bankruptcy or you are protected by the automatic stay in a bankruptcy proceeding, SunTrust recognizes that you may not be liable for this debt and this letter Is not an attempt to collect a debt but Is being sent for notice purposes only. Because the account is currently overdrawn, we ask that you please make a deposit as soon as possible to bring the account to a positive or zero balance. Doing so may prevent the account from being closed with an owed balance and reported to various consumer reporting agencies. We want to be sure that you are aware of our website suntrust.com, which contains helpful information on how to manage your account and avoid fees (see Banking---.Personal Checking-4Account Features-;.Qverdraft Services---.Facts About Banking). You will also find useful information about our overdraft services. As ~ suggestion, you may want to set up Overdraft Protection, whereby a protector account is linked to your transaction account to cover any shortfalls. Detailed information, including any fees, about this service is found on our website (see Banking-4Personal Checking---.Account Features-40verdraft Services). You may also monitor your account by using our Online Banking service and receive Email or Mobile Alerts when the balance gets too low or becomes overdrawn. Instructions for signing up for these services are also found on our website and when using our Online Banking service. Ms. [redacted], we hope the information provided is helpful to you . If we may be of further assistance, please don't hesitate to contact us via your Online Banking Profile, call us at 800.SUNTRUST (800. 786.8787) or visit any SunTrust branch. Our representatives will be glad to help you. Sincerely, [redacted] Assistant Vice President Client Advocacy Team

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 April 5, 2017. 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.
When we received the letter there was nothing that stated having the BPO completed would change it to a LTV of 75% or less.As of 10/5 the actual LTV was 75.2%.It is unbelievable that your company will not remove the PMI over 0.2% when there where improvements done to the home that greatly increased it's value as well as our contract stated 80%LTV and even the front of the letter you sent stated it could be paid down to 80%.Nowhere did it say that the BPO would change those terms.Just a mention of age requirements with no mention as to when you request a BPO that it changes to these age requirement terms.The age requirement even sated it could be waived if improvements had been made and there have been a lot of improvements done.This letter is very misleading and I'm sure that we are not the only ones who have suffered due to the misleading wording of your letter.Banks act like they are suffering yet they are the ones who got bail out money from the government,not us.We have continued to pay our bills on time even through the recession and all we wanted was for the PMI to be removed since the value of our home has increased.In your response you state that after we make our Dec payment to submit another request to have our PMI removed but I feel that once we do there will be some other excuse as to why it can't be removed(such as the BPO is too old).So how  will we know that it will be approved for removal if we were willing to accept that as a resolution?
Regards,
[redacted]

Dear Ms. [redacted]: We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from Mr. and Mrs. [redacted]. Therefore, we are unable to provide you with a copy of our response to Mr. and Mrs. [redacted] dated March 29,...

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, Monday through Friday from 8 a.m. to 6 p.m., ET. Sincerely, Wanda H[redacted] Officer Mortgage Escalations Resolution T earn

Dear Mr. [redacted]: This letter is a follow-up to our previous response to you dated February 3, 2015, regarding the refund of the appraisal fee. Thank you for allowing us to once again review this issue. We have reviewed your loan application again and detemnined that we will refund you the appraisal fee. On February 11, 2015, we credited your VISA card ending In [redacted] the appraisal fee amount of $425.00. In addition to the refund of your application fee, we are also providing you the enclosed copy of the appraisal. Mr. [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 B a.m. to 6 p.m. ET. Sincerely, [redacted] Officer Mortgage Escalations Resolution Team

Re: [redacted]
Case number: [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...

February 28, 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]

Dear Ms. [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 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

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 September 3. 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]

Good Evening, Attached is SunTrust Mortgage, Inc. response to the complaint your office received from [redacted].  Revdex.com case number [redacted] Please let me know if you have any questions.  [redacted]

Dear [redacted]:
We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding our reporting of the above reference account. We appreciate the opportunity to respond.
Our records reflect Check [redacted] for $1,400.60 posted to the account on June...

12, 2009, satisfying the May 1, 2009 and June 1, 2009 payments.  On June 19, 2009, we applied your $10,674.89 payment as a payoff to the loan. On June 23, 2009, because the loan showed a zero balance, a paid in full letter was generated. However, that same day, the check $1,400.60 was returned for non-sufficient funds, and we were unable to cancel the paid in full letter. We notified you by letter about the returned check and the balance owned on the loan. The account became past due, and we were unsuccessful in our attempts to contact you. For this reason, the account was closed with a balance owed on November 30, 2010 and a Form 1099-G, was issued.
You have requested that we remove the delinquency information from your credit report. Based on the payment history, the reporting is accurate. The account is being reported as charged off with a balance due of $1,428.12. If you pay the remaining balance or settle the account for less than the amount owed, we will update our reporting at that time. Please note information reported prior to the account being paid in full or settled with remain.
[redacted], we trust this information is helpful. If you have any other questions regarding this matter or pay off or settle the account, please call our Recovery Department at [redacted]. A representative will be glad to assist you.
Sincerely,
[redacted]
Officer 
Executive Services

Dear [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. Thank you for the opportunity to research and respond to
your concerns.Our records indicate that in January 2016 your loan was
assigned a Home Preservation Client Representative (HPCR) due to the
delinquency. A request was submitted on March 31, 2016 to have the HPCR removed
from the loan.As information, your loan is a FHA loan. The current
owner/investor of your loan is SunTrust Mortgage, GNMA. The contact information
is: [redacted]. As of the date of this letter, your
account is due for the April 1, 2016 monthly mortgage payment. The current
unpaid principal balance is $119,596.19 and the current escrow balance is
$701.50. There are no funds in the unapplied “suspense” funds account at this
time.[redacted], if you have any questions regarding the serving of
your account, you may contact our Client Service Department at [redacted], Monday
through Friday from 8:00 am to 8:00 pm or Saturday from 9:00 am to 3:00 pm. A
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,[redacted]

Dear Ms. [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 youa copy of our response to the client dated August 16, 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.

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.1. Suntrust mortgage services lied about my telephone call to them in Mar 2016 requesting them to pay supplement bill. I have had about 7 conversations with them asking for proof and they keep explaining procedures that I already know. Every time a call is made , different person answers and they all give the same reply. My complaint to Revdex.com was to ensure that they provided proof of such telephone call made in mar 2016 with a request to disburse funds to [redacted] county with penalty and interest. That has not been addressed and I see a cover up of or a justification for their actions.2. I 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 2016 . I have not been provided that. It 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 2015 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,
[redacted]

Re: [redacted]
Case number: [redacted]
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 a copy of our response to the client dated...

March 12, 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 8 a.m to 6 p.m.
Thank you for contacting SunTrust.

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 a copy of our response to Mr. [redacted] dated May 1, 2015. Upon receipt of a signed authorization form, we will gladly...

provide a copy of our response with your office.

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.Our records indicate that...

on December 16, 2016, an escrow analysis (enclosed) was performed.An escrow shortage was determined in the amount of $[redacted] because of an increase in the taxes and insurance payments. The shortage has been spread over a 12 month interest free repayment period and your new payment was adjusted to [redacted] effective with the February 2017 payment.On February 10, 2017, we received a payment in the amount of $3,401.00 and placed those funds into a suspense account as the amount received was less than the contractual amount due. On February 13, 2017, we applied the funds from suspense toward the February payment with an effective date of February 10, 2017. Please be advised that in order to process the payment, the escrow portion of the payment was decreased by $65.43, as a one-time courtesy. Enclosed is a letter dated February 14, 2017, advising if you currently pay through a bill payer service, you will need to ensure the correct amount is specified for your monthly payment. On March 10, 2017, we received another payment in the amount of $[redacted]. Since the contractual payment due of $[redacted] was not received, the funds were placed into suspense. On March 22, 2017, the enclosed letter was mailed advising the March 2017 payment was delinquent.On April 11, 2017, we received a payment in the amount of $[redacted]. We combined those funds with $[redacted] from suspense and applied the March and April 2017 payments with $0.** as additional principal with an effective date of April 10, 2017. On April 12, 2017, the remaining funds of $[redacted] were applied toward the principal with an effective date of April 10, 2017.Please be advised that we are required to report credit information accurately to the credit reporting bureaus to which we report ([redacted] and [redacted]) and is based solely upon the dates full payments are received. Our review indicates that our reporting to the credit bureaus has been accurate; therefore, an update is not warranted.If you have any questions regarding this letter, you may contact our Mortgage EscalationsResolution Team at [redacted], Monday through Friday from 8 a.m. to 6 p.m. ET.Sincerely,Kenya W[redacted]

After several years with the mortgage service, I suddenly saw an additional escrow fee starting to occur on monthly bill. It took me nearly 1.5 hrs on one customer service call dealing with 3 different individuals to get to the reason Suntrust put the escrow charge. No notification was ever given to me prior to them starting - the CS agent stated that reason was in their policies. They are essentially taking a minor issue and blowing it up to gain escrow cash-flow to make money off of - completely undermining my trust in this organization which I have several rental properties set up with. I think their way of escrow triggers off of buried policy details borders on illegal consumer behavior. Having talked with others who worked at insurance companies, I've learned this is a business practice to make money - didn't think Suntrust would be like that by I will be looking to move my accounts elsewhere.

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.First, Suntrust continues to determine that my LTV ratio needs to be 75% when my PMI disclosure (attached) clearly states that it is removed when a LTV 80% is reached. Furthermore, it states that PMI is automatically removed when LTV reached 78%. These figures correlate to the federal guidelines in the Homeowner's Protection Act. It is still unclear how Suntrust is generating the LTV 75% value required for PMI removal. Secondly, their BPO still conflicts with what the appraiser communicated to me. The appraiser stated that he does not submit a single value, but a range of values. I would like to see (1) Suntrust's policies and procedures for how they determine the value of someone's home from a BPO (2) the original appraisal from the appraiser (not a stripped down version). 
Regards,
[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. On February 5, 2016, you spoke to Ms . Angela [redacted], Mortgage Escalations Specialist, who discussed your concerns regarding the loan process and apologized for the error caused. After further review, it was determined that the incorrect amount was used for the lot fees, which placed the debt-to"income ratio outside of the program guidelines. Ms. [redacted] offered to review the loan again; however, you advised that you had secured new financing and did not wish to proceed with the loan. Mr. [redacted], we sincerely regret the problems you encountered during the processing of your loan application and regret any inconvenience that was caused. As a goodwill gesture, on February 17, 2016 we credited your card used in the initial transaction $25.00 as a refund of the credit report fee. 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 [redacted] Officer Mortgage Escalations Resolution Team

Re: Name: [redacted] Case Number: [redacted] Revdex.com Case #: [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 October 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 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 Enclosures: State and Federal Disclosures STMHB cc: [redacted]