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 you a copy of our response to the client dated January 12, 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.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]

Please see attached response.

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 May 20, 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 and reviewed the letter that was forwarded to our office from the Revdex.com regarding the above referenced account We appreciate the opportunity to look into the issue raised and to provide a response. At SunTrust Mortgage, Inc. (SunTrust) 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 is unhappy with the service provided. As goodwill gesture, enclosed is SunTrust Mortgage, Inc. check number [redacted] in the amount of [redacted], which represents the appraisal fee of [redacted], the credit report fee of $[redacted] and the processing fee of [redacted] Please accept our sincere apology for the delay in sending you these funds and any inconvenience that was caused. Thank you for providing us the opportunity to assist you with a mortgage loan. 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,Wanda H[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.To whom it may concern: Thank you for taking the time to respond - which is ironic because I had to send an official complaint to the Revdex.com for anyone to talk with me from your company. I must say that my experience with SunTrust Mortgage has been one of the worst experiences with a mortgage company, or any company for that matter, and I have purchased several personal and business properties in the past. Thank goodness my realtor advised me to apply with a second lender the second time y'all looked over my application. With that said, I have closed on the property and am thankful that it was not with you as my lender. Your pre-approval and overall application process needs serious revision. A physician loan should take into account my contract income as a physician as stated by both the loan officer and loan processor, so whatever rationale you want to verbalize as the reason my DTI ratio was excessive is fabrication of whatever numbers y'all decided to use, which to this day has not been disclosed to me, despite me asking Keyana twice for the exact figures used to calculate my DTI Ratio. If my ratio was so excessive, how on earth was I able to obtain both pre-approval and final approval from another lender in less time than it took to deal with y'all? Someone with a 795 credit score, who has never made a late payment in my life! And because I choose to do my own taxes and write off everything that I am legally and entitled to, I no longer qualify for a loan? You guys are ridiculous. The number of false promises by your company is outrageous, and I made sure your CEO Dorinda S[redacted] knew of my disappointment with your company. Regardless, I have my home, and that is all that matters. I will never utilize your company for any of my financial services. 
Regards,[redacted]

Revdex.com: The businesses fail to address my complaint.   They claim that they did not...

receive a release form. I submitted the release form a day after I received the request in the mail around July 1st.   I will locate a copy that I sent and resend it today. This matter remains unsettled.
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.  
Regards,
[redacted]

Dear Ms. [redacted]:We received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from Ms. [redacted] we are unable to provide youwith a copy of our response to Ms. [redacted] dated March 8, 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 Mortgage, Inc.Sincerely,Wanda H[redacted]

Dear [redacted]:We have received and reviewed the correspondences that were
forwarded to our office from the Consumer Financial Protection Bureau (CFPB) as
the Revdex.com (Revdex.com) regarding the above referenced loan pre-qualification
number. We appreciate the opportunity to look into...

the issue raised and to
provide a response to you.Our records indicate that were issued a pre-qualification
letter in March 2-15 for $150,000.00. When you contacted us again, the
pre-qualification letter previously issued had expired. We regret any
communication delay that may have been caused when you contacted us.On October 9, 2015, you spoke to [redacted], Loan
Consultant, who explained that income documentation is required. Further, that
we are unable to consider the part time income until you have been actively
employed for 24 months. Also, you would need to see your current property which
is listed at this time. [redacted] also explained that [redacted] is no longer handling
your file. Your accounts are held in the Client Investment Center and the following
is a list of requirements needed for the monthly distributions:1.  On letterhead stating
your starting monthly distribution starting immediately in the amount of
$3,000.00 to continue for three years.2. We will also need to see a previous statement of all four
accounts from you.3. You would be required to contact Client Services and
setup the distribution and request the letter on item 1 above. The contact
telephone number is [redacted].[redacted], this information was also communicated to you by **
[redacted]. Mortgage Escalations Specialist. If you have any questions regarding
this letter, you may contact on Mortgage Escalations Resolution Team at
[redacted], Monday through Friday from 8am to 6pm.Sincerely,[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 July 8. 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

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]

DON'T TRUST SunTrust mortgage. The house behind that is within 10 sq.ft. of mine sold for 138,400. It does not have 2 new bathrooms,all new Comercial grade tile throughout, new insulation, new hot water heater, all new stainless steel appliances, new washer and dryer, new ceiling fans, covered parking for a golf cart,interior laundry room,new sod and landscaping and all new vertical blinds. The appraisal from SunTrust came in at 131,000. Why? I asked if I could dispute it and was told I had about a1% chance of having it changed. After 2 or 3 weeks in did send 3 comps that sold for more. It's been 2 and a half weeks and they won't return my calls.

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

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. We appreciate the opportunity to look into the issue raised and to provide a response to you.
We...

regret that you were unhappy with our previous response to your inquiry regarding the [redacted] ([redacted]). On June 25, 2014, we received notification from HUD that a refund will be sent to SunTrust Mortgage, Inc. in the amount of $69.57. Upon receipt of the refund,  we will issue a check to you.
[redacted], if you have any questions regarding the information presented, you may contact our Mortgage Escalations Resolution Team at [redacted], Monday through Friday from 8am to 6pm, ET.
Sincerely,
[redacted]
Officer 
Mortgage Escalations Resolution Team

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 April 2, 2014. Upon receipt of the signed...

authorization form, we will gladly share a copy of our response with your office.
Thank you for contact 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I am currently in forbearance on my mortgage loan due to a medical issue but SunTrust continues to send me threatening letters telling me I'm being fined, they've put me in foreclosure, they are levying attorneys fees, etc. This is extremely upsetting because I don't know if it's true or not. I'm in forbearance and this should stop these letters--at least that's what I was told the last time I rec'd a threat from them, but these letters continue to come---two this week. This is harassment and bullying and I want it to stop. I shouldn't have to endure this while I'm in forbearance. These letters come from Dylan W[redacted].I want these letters to stop and Dylan W[redacted] to be reprimanded for this.

Dear [redacted]
We have received and reviewed your correspondence forwarded
to us from the Revdex.com regarding the collections and repossession activity for the
above referenced loan. We understand your frustration in this matter and
appreciate the opportunity to respond.
You stated in your correspondence you spoke with a SunTrust
representative in the beginning of January 2014 regarding the balance due on
the account. You also stated that you mailed us a check in January 2014.
Regrettable we found no record of the call or receiving a check payment in
January 2014.
We also do not show that a payment was received in December
2013. We made over 50 attempts to contact you at [redacted] and [redacted]
between December 21,2013 and January 27, 2014, but were unsuccessful. On
January 2, 2014, we sent a letter to the address of record asking that you
contact us to discuss payment arrangements. We also placed a notice on your
door on January 17, 2014. In January 28, 2024, the account was approved for
repossession because it was 50 days past due.
On February 3, 2014, we received your payment bringing the
account up-to-date. We cancelled the repossession order and assessed a
cancellation fee of $165. On February 7, 2014, a second $165 fee was assessed,
but was waived once we completed the cancellation process.
As a suggestion to avoid pate payments in the future, we
recommend signing up for our automatic draft service. [redacted] is an
Authorization to Change Deposit Account For Consumer Loan/Line Payments. If you
are interested in setting up automatic payments from a deposit account ay your
preferred financial institution, please complete the form and fax or mail it to
the number/address shown on the bottom of the form.
You also requested that we remove any negative credit
reporting for this loan. Based on the enclosed payment history, the reporting
of the account is accurate. However, we did report the repossession activity. If
you have not already done so, you may dispute the reporting directly with the
consumer reporting agencies, and also add a consumer statement to your direct
file. In the consumer statement, you may explain the reasons for the reporting,
and any creditor or potential creditor will see your consumer statement with
they access your credit file.
We regret that you were not satisfied with the service you
received when you contacted us on January 31, 2014 regarding the repossession
order. Please be assured your comments were forwarded to the appropriate management
area.
[redacted], we hope this information is helpful. If we need to
update our records with your current telephone number(s) or if you have any
additional questions regarding this account please contact our Loan Servicing
Department at [redacted]. A representative will be glad to assist you.
Sincerely,
[redacted]

The attached response from SunTrust in unsatisfactory. 
A few months ago I had inquired  on any assistance that they may provide me in helping me to lower my monthly mortgage due to my part time job status causing my financial difficulties.  
They did nothing to help me.  There solution was letting me know that I do not make enough to comfortably pay my monthly mortgage.  I realize this.  I would not need their assistance if I were not financially suffering at this time.    
I had failed to pay my one and only July mortgage due July 17, 2015.  A letter was sent to me from SunTrust dated August 10, 2015, stating the fact that they would be sending a inspector to my home and that my  only options were to short sale or foreclosure.    Not only did they not go above and beyond to help me (after months of my stressing to them to please help me keep my condo) but they went above and beyond to  harass me.  
Do all Mortgage companies threaten foreclosures on their customers when less than two weeks late on a Mortgage?    
When I had first started working with SunTrust, why did they not tell me they would not help me?   They new my situation from the first time I had ever spoke with them. 
 
1.  July 17, 2015 mortgage due    
2.  August 10, 2015  letter dated and sent to me from SunTrust threating me with an inspector   
Not to mention SunTrust not apologizing to me regarding the Un-professional and prejudice way they went about assisting me...
Never should it be allowed to prejudice a person on their sex, religious beliefs or past or present hard-ships.   
Please forward this to SunTrust.
Thank You
[redacted]

Dear Mr. [redacted]: We. have received and reviewed the correspondence that was forwarded to our office from the  Verdana; font-size: 11px;">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 sincerely regret that you did not have a positive experience when you contacted SunTrust Mortgage, Inc. (SunTrust) about your February. 2016 monthly mortgage payment. SunTrust received the funds from Fiserv/CheckFree, third party payment vendor, for your loan, which did not board the SunTrust Mortgage system. Therefore, the funds were sent back to Fiserv/Ch~ckFree on February 16, .2016. This information was provided to you on February 26, 2016. Wff understand that you were going to contact your financial institution ' regarding check. number [redacted] that was still outstanding in the amount of $791 . Mr. [redacted], again we regret any inconvenience that may have been caused. If you nave '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

We have received and reviewed the correspondences that were forwarded to our office from the Consumer Financial Protection Bureau (CFPB) and 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 regret any problems that you may have encountered during the processing of your loan application and regret that you feel your experience was unpleasant. You completed an application on February 16, 2016 for the purpose of a construction loan to build ahome at a projected cost of $201,000.00 on your own land. On April 25, 2016, the home appraised for $290,000.00. When there is a variance of greater than 10% and the builder’s cost to build is less than the appraiser’s cost to build new, contingency funds are required to insure that if the builder cannot complete the project on budget, SunTrust Mortgage, Inc. will have the funds set aside to complete the project. We were able to verify the funds needed to close on the loan; however, contingency funds were required as explained above. The Debt to Income (DTI) ratio was over the maximum ratio; thus, the contingency funds could not be financed. The loan was denied on August 8, 2016 for insufficient cash. As discussed with Ms. Dee F[redacted], AVP and Ms. Angela O[redacted] Mortgage Escalations Specialist, an agreement was made to lower the reserves to $25,000.00. We understand that youwere satisfied with the new amount and would work with Ms. [redacted] on submitting a new application. Mr. and Mrs. [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.