SunTrust Mortgage

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,

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.

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]

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 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

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 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 [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 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]

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]

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]

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]

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 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.

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.

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

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.

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]

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 March 25, 2015. 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 Mortgage Escalations Resolution Team