SunTrust Mortgage

Dear 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.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 are unhappy with the service provided. We apologize for the inconvenience this matter has caused.Our records indicate that a loan application was taken in November 2016, to refinance your mortgage loan ([redacted]). We regret that when your loan application was approved, the processor of your loan incorrectly stated an escrow refund would be issued to you in the amount of $899.00 under separate cover. However, when the payoff statement was requested the escrow funds were used to reduce the payoff to prevent you from paying additional funds at closing.On January 24, 2017, Angela O[redacted] spoke with you and advised that in reviewing your Settlement Statement you signed received cash at closing in the amount of $468.48. Ms. O[redacted] advised that we were willing to refund you the difference between the $899.00 and $468.48, which is [redacted] and you agreed. Therefore, we have enclosed SunTrust check number [redacted] in the amount of $[redacted], representing the refund.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]

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 issues
raised and to provide a response to you.We reviewed your...

concerns previously and responded to you in
the enclosed letter dated November 4, 2015. In our letter, an explanation was
provided regarding the escrow account as it relates to the insurance and taxes.
As noted the escrow account was established on your loan due to delinquent
taxes were paid by SunTrust Mortgage, Inc.  (SunTrust) On your behalf.Our records indicate that on June 22, 2015, the escrow
account was established and delinquent taxes in the amount of $538.71 were
disbursed fro the escrow account. We learned that the 2014 taxes were
delinquent in March 2015 in the amount of $3,204.48. ON May 8, 2015, we
verified that the taxes were partially paid and the unpaid balance was
$1,029.31. On June 22, 2015, the tax delinquency was $538.71 and according to
[redacted] there were no payment arrangement on the parcel at that time. To avoid
attorney fees, the escrow account was established and the taxes were paid by
SunTrust. The enclosed letters were sent to you dated March 27, 2015, May 8,
2015, and June 23, 2015 each time we reviewed the taxes.When an account is non-escrowed, it is the responsibility of
the borrower to maintain timely payments of the property taxes and homeowner’s
insurance. If the borrower fails to pay those amounts when due, an escrow
account is established and will remain for the life of the loan as indicated on
our June 23, 2015 letter.An escrow analysis was performed on August 5, 2015 to
include the property tax collection. The monthly payment increased to $1,136.43
effective with the October 1, 2015 payment. A shortage of $3,476.12 was
determined. The annual escrow analyst was completed on February 18, 3026 and
the monthly payment changed to $991.29. The shortage amount determined was
$1,735.92. Since you have paid towards the escrow shortage, the monthly payment
was adjusted to $846.75 effective May 1, 2016.The loan is currently due for the February 2016 through June
2016 payments. Including the fees that have been assessed to the account, the
amount to bring that loan current is $4,914.57 as of the date of this letter. Below
is a breakdown of the total amount due:3 payments- $2,973.87 (February, March and April 2016 each
$991.29) 2 payments- $1,693.50 (May and June 2016 each $846.75) Late Fees- $207.20 Returned Check Fees- $30.00 Loan Documents- $10.00 Total- $4,914.57As of the date of this letter the loan is not in
foreclosure, but it the delinquency remains foreclosure may be imminent. [redacted], I left a message for you on June 17, 2016 requesting
a return call. If you would like to discuss this matter further, you may
contact me directly at [redacted], Monday through Friday from 7am- 4pm. If you
prefer, you may visit a lo9cal SunTrust Bank branch and request a conference
call with me, you and a branch representative.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,Kewanna C[redacted]

We responded to our consumer.

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 12,...

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]

December 7, 2016 Revdex.com Serving Central Virginia, Inc. Attn: [redacted] 720 Moorefield Park Dr., Ste 300 Richmond, VA 23236 Re: 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 December 7, 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, Wanda H[redacted] Officer Mortgage Escalations Resolution Team

Dear ** and [redacted]:This letter is regarding correspondence that was forward to
our office from the Revdex.com *Revdex.com) regarding my previous response
dated September 24, 2015 for the above referenced loan. Thank you for allowing
me the opportunity to once again respond to your concerns.Under normal circumstances your account is not eligible for
recast until February 2016. Thus, the letter you were provided dated September
24, 2015 was correct. However, we can request an exception from the investor as
we have received the “Recorded’ Security Instrument from the [redacted], which
is required.Below are the recast instructions:The December 1, 2015 payment is required prior to the
receipt of your request to recast your account. A written statement requesting a recast of your loan (a copy
of the letter is not acceptable0, and a minimum of $5,000.00 principal curtailment
in the form of a check or money order. We also need documentation showing the
source of funds used to apply towards the principal curtailment. This information must be received by our Special Loans
Department no later than November 15, 2015. Please send the information to: [redacted],Upon receipt of the requested recast information, we will prepare
a Recast Modification Agreement for your signature (this agreement must be
witnessed and notarized) and returned back within 15 days of when the Recast
Modification Agreement was sent to you. Please understand these documents must
be received prior to December 4, 2015 to ensure we have sufficient time to
process your request for the new payment to be effective January 1, 2016
payment. Once the recast process is completed you will be notified.As of the date of this letter, your account is not eligible
for Private Mortgage Insurance (PMI) Deletions. On October 16, 2015, we mailed
your the PMI deletion Requirements.If you have any questions concerning the servicing of your
account, please contact the Client Services Department at [redacted] Monday through
Friday from 8am to 8pm or Saturday from 9am to 3pm. If you have any questions regarding
this letter, you may contact our Mortgage Escalation Resolution Team at [redacted]
Monday through Friday from 8 am to 6pmSincerely,[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 August 13 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]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 10537718, 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]

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 Ms. [redacted]: We have received and reviewed the correspondence 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 to you. Our records indicate that we received a similar correspondence previously and responded to your concerns in the attached letter dated April 27. 2016. In April 2015, your account was approved for a conditional Trial Period Plan and you were required to make three payments for the months of June, July and August 2015 each in the amount of $768.03. Upon successfully completion of the trial plan, we informed you that your mortgage loan would be modified. Please be advised that during the trial plan you were responsible for paying the full contractual payment amount due of $817.92. Thus, when the trial payment of $768.03 was received the funds were held in the unapplied funds account until we had sufficient funds to post as a contractual mortgage payment of $817.92. The trial payments received in June and July 2015 in the amount of $768.03 each were posted to your unapplied funds account. On July 1, 2015, we withdrew $817.92 from your unapplied funds account and posted the February 1, 2015 payment leaving an unapplied funds balance of $718.14. On August 3, 2015, we received and posted the last trial payment of $768.03 to the unapplied funds account. The unapplied funds account balance was $1,486.17. Since we had enough funds to post as a mortgage payment we withdrew $817.92 and applied the funds as the March 1, 2015 payment leaving an unapplied funds balance of $668.25. After the trial period was successfully completed, we approved the account for the enclosed Loan Modification. The Loan Modification allowed us to bring the loan current by capitalizing $3, 758.80 to the unpaid principal balance. The $3,758.80 consisted of the accrued interest from April through August 2015 of $1 ,441 .30, the escrow advance of $2,685.75, corporate advances fees of $300.00 (property inspection fees), less the funds in the suspense account of $668.25. The first payment was due on September 1, 2015. Your letter indicated that the August 2015 Mortgage Account Statement reflected unapplied funds in the amount of $675.03. However. in reviewing the enclosed billing statements dated August 3 and August 17, 2015, I was unable to find the $675 .03 you mentioned. I was also unable to find any notes on your file where you were advised to only send in $93.00 for the September 2015 payment. If you could provide me the representative name that told you to send in a short payment, the date and the time I will be happy to research this matter further. You can contact me at the number above. On September 10, 2015, we received and posted $93.00 to y.our suspense account. On October 15 and November 5, 2015 we received and posted two payments of $761 .00 each and the funds were posted to your suspense account leaving a total suspense balance of $2,283.25. (668.25 + 93.00 + 761 .00 + 761 .00 =$2,283 .25) On November 6, 2015, we withdrew.$668.25 from the unapplied funds account and posted the funds as $300.00 property insp.ection fees and $368.25 to the escrow account. On November 12, 2015, we withdrew $1 ,615.00 from the unapplied funds account and posted $856.91 as the September 1, 2015 payment and $758. 09 as the October 1, 2015 payment. On November 10, 2015, your account was analyzed and a shortage in the amount of $112.68 was determined. The new payment was $758.09 effective September 2015, which was less than the estimated new total monthly payment amount of $760.61 that was reflected in your loan modification papers. On December 4, 2015, we sent you the enclosed breach letter stating that you were due for two payments (November and December 2015). The enclosed payment history reflects that since your account was modified you have been one month behind on your mortgage payments except in May 2016 you were two payments behind (April and May 2016). In April and May 2016, one of our supervisors Myra S[redacted] attempted to contact you to discuss your concerns but you were not available. On each occasion Ms. S[redacted] left her contact information but we have no record of you returning her calls. If you would like speak to Ms. S[redacted], please call her at 804.787.9478. If you have any questions regarding the servicing of the account, please contact the 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 Hudson Officer Mortgage Escalations Resolution Team

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.Regards,
[redacted] 
* 
11/4//14
RE: Checking Account, # [redacted] 
Dear [redacted],
   Thank you very much for your kind and helpful letter. Thank you for your offer as well. I have enjoyed speaking with [redacted] recently. 
   I would like for you to know that I called Account Recovery this morning, however was on hold for 20 minutes, and felt it was wiser and more productive to respond here to you, through the Bureau of Better Business, than attempting further negotiations with Account Rec.. I am additionally concerned the account will be sent to further account collection activity or charged off soon, and wanted to get this response to you as soon as possible. I have found communication and results to be very poor in the past with Account Recovery, vs. the comunication process found here, through Client Advocacy and local Branch Management. 
    I am unable to make payments within a 60 day period on the balance of $590, due to continued low resources, the holidays and health struggles. I do have a positive history with Sun Trust, am a good customer, and have covered any overdrafts in the past quickly. 
    However, I am willing to make a payment arrangement for January 1st, to be automatically drafted from another account if necessary, for $100/month - for a total of 4 months. I am requesting the balance be reduced to a total of $400.00, because it again allows me to be able to afford to pay it off in 4 segments, from January 1st to April 1st 2105. I would like to note, that this would be with the intentions of paying off the balance significantly sooner, if possible during the 4 month period. However if not, it allows me to fit the payment into my budget, which otherwise is not currently possible. I would much rather make a solid payment arrangement, that I know I can conclude on and believe in, then make one which I cannot or may not be able to meet at this time.   
   Were this agreement be made, Sun Trust would collect a total of $500 for the past due account (includes $100 payment made in October). $300 est. of which would be returned item fees or profit for Sun Trust. $200 +/- would take care of covered/payed for items. I feel this is fair to both parties. Sun Trust will collect or makes some profit and additionally my business is retained for a future time, perhaps also when resources and financial input is signnificantly broader. And lastly also satisfies the customers needs, where I  can finally sleep at night. And keep a checking account I very much care about having acess to in the future and will need at that time.  
    I would greatly appreciate this arrangement being made, it would be extremely helpful. I also would like to ask if there is any promise or guarantee I can re-open the account back, after it has been paid off, or open another one. Account Recovery informed that it would up to a Branch Mgrs discretion, which I hope will not be a problem - I know two locally who hopefully would be willing to re-open it. However, if for some reason or issue they suddenly did not, I would feel much better being offered a guarantee or promise in writing that I will be re-opened a new account in the future.  
    Thank you so much for your help and assistance. It means alot, and it's is nice to know we can still keep our relationship, trust is built on and secured during this process, and the matter can be solved fairly for both entities. I think it symbolizes and speaks well of the positive merits and opens the door to communication, by breaking the widely accepted modern taboo that compassion, decency and understanding cannot be more fully integrated into the current financial system and monetary world. The two can be interconnected and linked, and rightfully should be. The broken, illusory stigma that they cannot be, is sorely outdated, causes much suffering and division, & in my opinion should not be a viable or integral part of the modern business world. 
    Therefore, I would just like to say thank you again and look forward to your response. I hope my offer is viable, I do apologize it is not the $590. However it is the very best I can offer at this time, and is still fair and reasonable. It also leaves the door open for re-opening the account and paying it off sooner. Thank you again, 
I look forward to talking with you further. Have a nice day and wishing you Happy Holidays ~       
 Sincerely,
 [redacted]

Dear ** and [redacted]:This letter is regarding to 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 show...

that on September 11, 2015, we researched
your concerns and provided the enclosed response. As indicated previously, your
account would not be eligible for recast review until February 2016.If you have any questions concerning the servicing of your
account, please contact our Client Services Department at [redacted] Monday through
Friday from 8am to 8pm or Saturday from 9am to 3pm.If you have any questions regarding this letter, you may
contact our Mortgage Escalations Resolutions Team at [redacted], Monday through
Friday from 8am to 6pm.Sincerely,[redacted]

We responded to Mr. [redacted] by letter on January 13, 2015. If you have any questions about our response, please contact Mr. [redacted]. 
 
Sincerely,
[redacted]
Executive Services

For record's sake, we called and spoke with Suntrust today (11/14) and it is my understanding that the issue is "in process" of being resolved at this time. Today was the first time that we spoke with someone at Suntrust who was able to clearly articulate the problem to us so that we can actually...

resolve the issue. (Our previous calls with all the previous reps offered solutions that cost us more time & energy; however, did not correct the problem.) We are now waiting on Suntrust's emergency response team to contact us so that we can further discuss getting our credit score corrected in light of all the miscommunication. Had the problem been adequately described to us on 11/8, it could have been resolved before it affected our credit report on 11/10.

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 December 1. 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]

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 has declined to do anything except make up excuses.  They do not get any issues resolved.  I work with many other banks who promptly take care of problems.  My advise to others is to look for a better company to work with.
Regards,
[redacted]

My husband and I went under contract for a home mid-August. Here we are 2 weeks past closing and our loan can not go through because of a Suntrust oversight on FHA loan regulations.
The entire process with Suntrust was an absolute nightmare. Our loan officer and processor both lost documents, were unconcerned with deadlines, and have no respect for their customers.
If you are considering a mortgage with Suntrust, please learn from our mistake. If you want the home-find another lender. They should not be in business.

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]

Dear Mr. [redacted]: We have received and reviewed the letter that was forwarded to our office from the 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. At SunTrust Mortgage, Inc. we work hard to provide exceptional service to every client and regret any instance when we fall short of the goal. We apologize for any inconvenience this matter may have caused. We have reviewed your file and determined that the payoff statement generated on December 9, 2015 reflected the incorrect year (2015 instead of 2016). Thus, additional funds were required to pay the l9an in full. To rectify this error, on January 8, 2016 we deposited $5,4 76.41 into your SunTrust Bank account ending in 8162, which represented the additional interest you paid to satisfy your loan balance and you confirmed receipt of the funds. Please be advised that you will receive an escrow refund in the amount of $1,001 .62 within 30-days of the date the loan was paid in full. We are currently in the process of preparing the mortgage satisfaction documents to Palm Beach County to release the lien. Once processed, the release will be part of the official land records and available for future real estate transactions. Mr. [redacted], it has been a pleasure to service yo.ur 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 855.223.4640, Monday through Friday from 8 a.m. to 6 p.m .. ET. Sincerely, Wanda H[redacted] Officer Mortgage Escalations Resolution Team

After delay and issues with customer service he received the check.