SunTrust Mortgage

Dear Ms. [redacted]:We received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from [redacted] we are unable to provide you with a copy of our response dated January 17, 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.

Dear Ms. [redacted]: We received your correspondence regarding the above referenced case. However, you did not include a signed...

authorization form from Mrs. [redacted]. Therefore, we are unable to provide you with a copy of our response to Mrs. [redacted] dated May 12, 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

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.
So  far there has been no resolution. Suntrust Mortgage has acknowledge that they are reviewing my file and will contact me when they have made a decision. I received a letter, June 3,  from them stating they have received all the documentation needed and that the Borrower Response Package is complete.  However," additional documentation may be required to complete the review."    Here we go again, this has been the process since September 2013.
Regards,
[redacted]

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 December 5, 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]

Re [redacted] Revdex.com Case [redacted]We have responded to [redacted] by letter on June 9, 2015. If
you have any questions about our response, please contact [redacted].Sincerely,[redacted]

Dear Ms. [redacted]:We received your correspondence regarding the above referenced case. However,you did not include a signed authorization form from Mrs. [redacted]. Therefore,we are unable to provide you with a copy of our response to Mrs. [redacted] datedOctober 2 2015. Upon...

receipt of the signed authorization form, we will gladly sharea copy of our response with your office.Ms [redacted], if you have any questions regarding this letter. you may contact ourMortgage Escalations Resolution Team at [redacted] Monday through Fridayfrom 8 a.m. to 6 p.m., ET.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]

Dear Mr. [redacted] and Ms. [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.After careful review, we have...

submitted an update to the credit bureaus to which we report ([redacted], [redacted] and [redacted]) to remove the delinquency reported in November 2016 for the October 2016 payment. Please know that we have no control on how each of the credit bureaus report the data nor can we determine the time frame in which the reporting will be updated, so please allow at least 30 days for the updates to occur. We apologize for any inconvenience this matter has caused.Congratulations on paying your loan in full. Enclosed is a copy of the Release of Lien, which will be part of the official land records and available for future real estate transactions. It has been a pleasure to service your mortgage account. We value our business relationship with you and would welcome the opportunity to assist you with any future financing.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]

Client Name: [redacted]Revdex.com Case Number: [redacted] Attached is the SunTrust Mortgage response to your inquiry.  [redacted]Officer-Mortgage Escalations Resolution TeamSunTrust Mortgage, Inc. 1001 Semmes Avenue, Mail Code VA-RVW 7813, Richmond, VA  23224Ph:...

804.404.0226

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.

Dear Ms. [redacted]:
We have received and reviewed the
Qualified Written Request received on July 27, 2016 as well as the
correspondences that were forwarded to our office from the RevDex.com (Revdex.com) and the Consumer Financial Protection Bureau (CFPB) 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 you applied
for a deed-in-lieu and then a short sale in which the buyer canceled. Please
note that a completed loss mitigation application is required each time you
apply for loss mitigation assistance. We are required to complete the loss
mitigation evaluation based on the investor's guidelines and must have a
complete and current application in order to conduct the review. We regret the
delay and any inconvenience you may have experienced during the loss mitigation
process. The loan was activated in our Loss Mitigation Department for review of
a deed-in-lieu in March 2016. On April 8, 2016, we received a letter stating
that you wanted to do a short safe. You were advised on that same day that a
new package was needed for short sale review. The file was complete on April
19, 2016. A conditional short sale approval letter was mailed to you on May 16,
2016. On May 23, 2016, the Home Preservation Client Representative informed
your authorized third party that [redacted] countered the short sale offer of
$68,000 to $87,000. However, the buyers were only willing to increase the offer
to $73,000. [redacted] worked directly with your authorized third party
negotiating the short sale offer. We understand that the buyer withdrew the
offer. · On June 22, 2016, [redacted] requested a new package to submit the new
offer of $75,000 for a new potential buyer. We received your letter waiving the
appeal process for the prior review and are reviewing the new package
acknowledged on July 22, 2016. Upon completion of the review, you will be
notified of the outcome. Ms. [redacted], if you have any questions regarding the
loss mitigation process, you may contact [redacted] Home Preservation
Client Representative, at [redacted] ext. [redacted].Our standard business hours
are 8a.m. to 10 p.m., Monday through Friday and 9 a.m. to 3 p.m., ET,
Saturday. 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.

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 Mr. [redacted]: We have received and reviewed your telephone inquiry as well as 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 research determined that your loan closed September 2015, with the first payment due on November 1, 2015. On October 6, 2015, SunTrust Mortgage, Inc. (SunTrust) mailed a welcome letter that included your SunTrust loan number among other information. The. payments made on October 30, 2015 for $1,317.67 and on November 16, 2015 for $700.00 were processed through an electronic bill payment service (Fiserv) associated with your banking institution. The loan number indicated with the payments made through t:ie bill payment service was the Stockman Bank (loan originator) number and not the SunTrust loan number. Therefore, the payments could not be identified or applied to your mortgage loan and were returned through the electronic payment processing system. It is our understanding through conversation with Stockman Bank and Fiserv that the $700.00 payment was returned to you. The payment for $1,317.67 was mailed to SunTrust from Fiserv on February 5, 2016 and we will apply that payment to your . mortgage loan as soon as we receive those funds. Mortgage interest is paid in arrears and charged on a monthly basis; therefore, your loan has not been charged additional interest. Due to the payments that SunTrust did not receive for application to your mortgage loan, collection activities commenced, which included calls and a property inspection to learn if the property was abandoned. Our intention is to reach you and learn how we can help you keep your loan current. We apologize for any inconvenience you experienced and have waived the late fee assessed. The credit bureau reporting will be reviewed accordingly. I Please contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from 8 a.m. to 6 p.m. ET if you have any other questions or concerns. Sincerely, Kewana [redacted] Officer Mortgage Escalations Resolution Team

Re: Loan Number: [redacted]
Property Address: [redacted] 
Case Numbers: [redacted] and [redacted] 
CFPB Case Number: [redacted] 
Revdex.com Case#: [redacted] 
Dear Mr. [redacted]: 
This letter is regarding the...

correspondence that was forwarded to our office from the Revdex.com (Revdex.com), and the Consumer Financial Protection Bureau (CFPB) regarding the above referenced loan. We appreciate the opportunity to look into the issue and to provide a response to you. Our records reflect that in March 2016, you submitted a request to remove the Private Mortgage Insurance (PMI). Our review of your file reflected that you were not eligible for the PMI deletion. On April 13, 2016, we provided you a list of the PMI Waiver Requirements. In addition, you were informed that you could reduce your principal balance by submitting a check in the amount of $34,202.16 to equal a loan-to-value (LTV) ratio of 80%. However, if improvements have been made on the home that significantly increased the value we could order a Brokers Price Option (BPO) to determine the new value. The cost of the BPO was $105.00. However, since your account closed in November 2013 and your loan was less than five years old, the L1V must be below 75% . Enclosed is a copy of the PMI letters sent to you on April 13, 2016. On April 7, 2016, we received a personal check (1167) dated April 19, 2016 in the amount of $105.00 and the BPO was ordered. On May 4, 2016, we received the BPO and the property value was [redacted], which resulted in the LTV of 93.4%, which was higher than the 75% threshold for the PMI Deletion. Thus, your PMI deletion request was denied. Please be advised the property value used in our evaluation is the "As Is Pricen on page 5 of 6 of the enclosed BPO . Because your account does not meet the requirements to delete PMI, we respectfully deny your request to have it removed. If you have any questions regarding the servicing of your account, please contact Client Services Department at 800.634.7928 Monday through Friday from 8 a.m. to 8 p.m. or Saturday from 9 a.m. to 3 p.m., ET. 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

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]

[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 did receive the 2009 appraisal which will help with my case with the insurance company and they have also agreed to adjust my monthly escrow payment for a period of time.  I consider their actions as satisfactory and agree that this case can now be closed.
Regards,
[redacted]

Dear Mr. [redacted]: This letter is a follow-up to our response dated February 5, 2015, regarding the above referenced loans. Thank you for allowing us to. once again review this issue. Our records refiect that on May 9, 2012, the first mortgage lien ([redacted]) was charged off and your loan was forwarded to the Recovery Department. On February 6, 2015, you spoke with the Recovery Department and advised that because your loan was charged off you were no longer eligible for a deed-in-lieu (DIL). At that time, we offered you a settlement and you refused the offer. As stated In the letter dated February 5, 2015, the second mortgage lien ([redacted]) has been extinguished or forgiven as of January 8, 2015. Mr. [redacted], if you would like lo speak with our Recovery Department, please contact them 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, [redacted] Officer Mortgage Escalations Resolution T earn

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
+All what Sun Trust have done is a curtsy call for admitting that they have been wrong with calculation. 
+They asked for extra personal information from me a and after I haven't heard from them.
- The have not done anything to fix the credit issues despite theire mistakes, 
- NO attempt to lower the rate yet!. 
- They have damaged my credit history;; score 750 is dropped to 540. 
-They are not taking any responsibility after cashing every single check every month damaging my scores.....!!! 
 
Let me know if you would need anything from m e.
 
Regards,
 
[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 September 1, 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.

Dear sir or Ma'am,I mistakenly listed [redacted] as the date I was first contacted by SunTrust Mortgage about my mortgage being delinquent.   The correct date of me first being contacted by SunTrust Mortgage was June [redacted]Thank You[redacted]