SunTrust Mortgage

November 7, 2016 [redacted] 
[redacted] 
[redacted] Re: Loan Number: Property Address: [redacted] Case Number: [redacted] Revdex.com Case Number: [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. We appreciate the opportunity to look into the issue raised and to provide a response to you. Our records indicate that your loan closed on July 28, 2005 with an Interest-Only Note for the first ten years. The adjustment to include principal and interest was effective with the September 1, 2015 monthly mortgage payment. If you are experiencing financial difficulty in making the mortgage payment, you may submit a financial package for evaluation of loss mitigation workout options. On October 25, 2016, our Mortgage Escalations Specialist sent you a Borrower Solicitation Package by email for you to review, complete and return to SunTrust Mortgage for review of loss mitigation eligibility. Upon receipt of your financial package, we will review the documents and contact you. Ms. [redacted], if you have any questions regarding the loss mitigation process, you may contact our Home Preservation Department at 855.223.4680. As an alternative, you may contact our Consumer Direct Department at 800.330.4684 if you wish to explore your refinance options. 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]

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 March 3,...

2015. Upon receipt of the signed authorization fonn, 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 [redacted], Monday through Friday from B a.m. to 6 p.m., ET. Sincerely, [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.
I was contacted after everything got worse and he was not friendly and suntrust will never be a bank I choose again. Aweful custome service 
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.
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]

November 29, 2016 Revdex.com Serving Central Virginia, Inc. Attn: [redacted] 720 Moorefield Park Dr., Ste 300 Richmond, VA 23236 Re: Client 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 Ms. [redacted], we are unable to provide you with a copy of our response to Ms. [redacted] dated November 29, 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, Kenya W[redacted] Mortgage Escalations Resolution Team

Re: [redacted]  [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 may 20, 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]

[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]

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.

Re: Current Loan Number: [redacted] Loan Application Numbers: [redacted],[redacted] & [redacted] Property Address: [redacted] Case Number: [redacted] Revdex.com Case #: [redacted] Dear Ms. [redacted] and Mr....

[redacted]: This letter is regarding your correspondence that was forwarded to our office from the Revdex.com regarding the above referenced loan. We appreciate the opportunity to respond. Our records reflect in March 2010, loan number [redacted] was approved for a loan modification. The loan modification capped $15,280.96 to the principal balance. The new unpaid principal balance increased to $128,938.75. The interest rate was reduced to 5.00%. In March 20M, you completed a loan application (loan [redacted]) to refinance your current loan ([redacted]) with SunTrust Mortgage. Inc. You applied for a FHA Streamline Credit Qualifying Refinance that did not require an appraisal. In reviewing your current loan that closed in June 2008 the unpaid principal balance was $114,187.00. However, since your loan was modified in 2010, the outstanding principal balance as of May 2014 was $119,343.98. On June 19, 2014, you were sent the enclosed Notice of Action Taken and Statement of Reasons - Statement of Credit Denial informing you we could not assist because the payoff amount cannot exceed the original FHA loan amount. Enclosed is a copy of the denial letter. On June 20, 2014, you completed another loan application ([redacted]) as a full .documented loan. However. we have no record of you returning the loan application disclosures. After several attempts to contact you with no success, the file was withdrawn on July 3, 2014. On January 22,2015, we contacted you and discussed your request to refinance your current loan ([redacted]). We reviewed your file and advised that a full appraisal is required because you currently owe more on the home than the original loan amount. In addition, the home would need to appraise above $122,500.00 and you would be responsible for paying the closing cost and escrows out of pocket which is approximately $4,000.00. You decided to proceed with a refinance of your current loan ([redacted]) and a loan application was taken ([redacted]). If you should have any questions during the application process, please contact your loan officer, [redacted] at [redacted]. It is SunTrust's policy to offer and extend its banking products and services, including credit products, to any qualified applicant in a fair, responsible. equitable, and non-discriminatory manner, and in compliance with all applicable fair banking and consumer protection laws. SunTrust is committed to fairly representing its products and services while disclosing the costs and fees associated with such products with honesty and transparency. Our goal is to provide value to our clients, protect their interests, and assist them in selecting the products or services that meet their needs. To that end, we scrutinize our disclosures to ensure that they are clear and understandable and we verity that information provided to our clients is complete, accurate and is not likely to mislead or deceive. We provide comprehensive training to our employees and we perform ongoing monitoring to ensure compliance with consumer protection laws and regulations. Every SunTrust employee is responsible for ensuring adherence to fair banking and consumer protection laws and regulations. We take allegations of unfair, deceptive, or abusive acts and practices seriously and do not tolerate these actions from any employee. This statement is applicable to all aspects of the credit process. including, but not limited to, credit approval, pricing, and loan servicing. 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, [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.
This is the fault of the Suntrust employee who set up this account, who should my lawyer contact? 
Regards,
[redacted]

Re: [redacted]  [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 March 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 response made by the business in reference to complaint ID [redacted]  I appreciate their response but it did not contribute to the resolution of my complaint.  I decided to make another attempt through SunTrust's client service number to find resolution and, fortunately, a random customer service representative was successful in resolving my problem because she had encountered the same issue with a previous client.  
The complaint can be closed.
Please see attached personal letter to the business.  I would appreciate you forwarding it to SunTrust.
Thank you very much for your help.
Regards,
[redacted]

My mortgage was sold to SunTrust Mortgage company. I already have concerns about their correctly and accurately posting payments. My bank called about another request from a differently named entity for a payment for my mortgage amount, even though I am paid through January. I may very well check into a different company to avoid this kind of nasty concern.
I admit that I do not have enough information now, but I do know I will not willingly deal with this kind of problem. I don't have to.

Re: [redacted]  [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 June 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.

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. Our records...

indicate that your loan became active in our Loss Mitigations Department for review of eligibility on January 25, 2016. At that time, the loan was two months delinquent. An Incomplete Information Notice was mailed to you on January 26, 2016 and February 26, 2016 to request adequate documents in order to continue the review. The documents received were incomplete; thus, the loan was removed from the loss mitigation process on March 29, 2016. We received a new loss mitigation application on April 13, 2016, which was deemed complete on May 26, 2016. Our evaluation determined that the loan was no longer eligible for a loan modification since a Principal Forgiveness Modification was granted in 2014. This modification reinstated the loan and provided a principal forgiveness in the amount of $121,503.20. The first payment due on the modification was August 1, 2014. Please know that we are unable to render a decision for loss mitigation eligibility until a complete application is received. Our Home Preservation Client Representatives do not decision loans upfront and could not have provided this information until a full evaluation had been conducted. The loan was removed from the loss mitigation process on August 8, 2016 after the appeal process period expired, which we must allow in accordance with processing guidelines. The loan was delinquent as payments were not received on the loan and not due to the loss mitigation process. Your loan was reinstated on June 27, 2016. The loan is due for the August 1, 2016 monthly mortgage payment. Our online website should now allow access to schedule a payment. As of the date of this letter, the loan is not active in foreclosure or pending a short sale. Ms. [redacted], if you have any concerns regarding this letter, contact our Mortgage EscalationsResolution Team at 855.223.4640. We are available Monday through Friday from 8 a.m. to 6 p.m. ET.

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.
I reviewed the February 4 paperwork referenced in your response, and it does say guaranteed funds, but not what constitutes this guarantee.  The same letter goes on to address a wiring option only.  Also, I spoke to one of your agents on 2 occasions before the mailed personal check, which is a "FDC guaranteed.  Plus, I am a registered "premium customer" that had more than enough liquid funds to cover the payoff of my submiittal date (same as guaranteed).   Clearly the intent on the earlier date must be acknowledged through proof provided with this complaint.Your neglience caused my mistake of not recognizing the form of payment needed.  If I had recognized it, I would have complied and never experienced the additional interest cost, administrative cost and personal time impact. 
Regards,
[redacted]

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.
Suntrust is still wasting my time with excuses and no solution.  Anyone reading this please take it as a HUGE WARNING and RUN!!!!
Regards,
[redacted]

Dear [redacted]:
We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from the client. Therefore, we are unable to provide you a copy of our response to the client dated August 27, 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

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...

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

Dear [redacted]:
We have received and reviewed your 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 this issue
raised and to provide a response to you.
On October 21, 2013, we received two loan applications for the
condo referenced about. You requested an expedited closing. In order to
expedite your loan application, we ordered the appraisals before the condo
review process could be completed. After reviewing the file, the loan
applications were denied because the condo project did not meet Agency Requirements.
A denial letter dated November 14, 2013 was sent to you for each loan
application.
Please understand that we are unable to determine the
qualifications of a property or applicant until we fully review the loan
application. SunTrust Mortgage, Inc (SunTrust) is required to document and
review all information related with the loan application prior to making a
decision. We have fully reviewed your complaint and the loan applications
process and determined that SunTrust was in compliance with the initial
disclosures. We respectfully decline your request for reimbursement of the fees
involved with these loan applications.
It is SunTrust’s policy to offer and extend its banking products
and services, including credit products, to any qualified applicant in a fair,
responsible, and equitable, and non-discriminatory manner, and in compliance will
all applicable fair banking and consumer protection laws. SunTrust is committed
to fairly representing its products and services while disclosing the costs and
fees associated with such products with honesty and transparency. Our goal is
to provide value to our clients, protect their interests, and assist them in
selecting the products or services that meet their needed. To that end, we scrutinize
our disclosures to ensure that they are clear and understandable and we verify
that information provided to our clients is complete, accurate and is not
likely to mislead or deceive. We provide comprehensive training to our
employees and we perform ongoing monitoring to ensure compliance with consumer
protection laws and regulations.
Every SunTrust employee is responsible for ensuring adherence
to air banking and consumer protection laws and regulations. WE take
allegations of unfair, deceptive, or abusive acts and practices seriously and
do not tolerate these actions from any employee. This statement is applicable
to all aspects of the credit process, including, but not limited to, credit
approval, pricing and loan servicing.
[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.
Sincerely,
[redacted]