SunTrust Mortgage

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

11, 2016, you were pre-qualified for a loan
application [redacted] for a SunTrust Mortgage, Inc. (SunTrust) Doctor Loan
Program. The pre-qualification notification is based on non-verified information
and does not constitute an official commitment on behalf of SunTrust Mortgage,
1nc. The loan approval was subject to but not necessarily limited to
verification of all income. asset and liability information provided by you, a
property appraisal acceptable to SunTrust Mortgage, Inc., (SunTrust) and
incompliance with SunTrust's loan program guidelines and all required closing
conditions such as a survey and/or title examination. The loan was denied on
May 26, 2016 because the credit application was incomplete. On June 10, 2016, you completed a second loan application ([redacted]).
We were able to use the appraisal from the previous loan ([redacted]); thus a
new appraisal was not required. A request was made for your tax returns, which
we received. Our review of the tax returns reflects the unreimbursed business
expenses (UBE's) counted against your income and made the debHo income (DTI)
ratio in excess of the 43% allowed on this product (Doctor Loan Program). On June 29. 2016,
Keyana M[redacted] Mortgage Resolution Specialist spoke with you and advised that
the second loan application has been submitted for loan denial due to excessive
DTI ratios. Our understanding is that your loan officer also spoke with you and
informed the UBE's also contributed to this high DTI amount. On July 8, 2016,
we refunded your [redacted] ending in [redacted] the $[redacted], which represented the
fees you paid associated with the loan application. Thank you for bringing to our attention the problems you
experienced with your mortgage loan applications and we apologize for any
inconvenience this matter has caused. 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.

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 10. 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 [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]

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

records indicate that we previously reviewed your
concerns and responded to you in the [redacted] letters dated June 1 and July 16,
2015. We refer you to our previous response for an explanation of your repeated
concerns. In regards to your June 1, 2015 correspondence and the distance
requirement better the property and the drain field, there was a discrepancy
regarding this requirement. As you know, after further review, we verify that
the property was within state requirements and we continue with the processing
of the loan. The July 16, 2015 response was packaged and mailed that same day
along with the [redacted]. We have confirmed with our specialists that the response
was included; unfortunately, we are unable to provide tangible proof of this.  You have continued to communicate with [redacted],
Mortgage Escalations Specialist and [redacted], Vice President regarding
the review of your loan application. The initial loan application information
was obtained from you and the mailing address was confirmed as [redacted]
[redacted]. When you inquired about a conventional loan, you were advised
that a conventional loan was not likely with a 95% loan to value ratio with
mortgage insurance not that you would never get a conventional loan.The payoff of mortgage loan [redacted] was received on May 8,
2015. The total payoff amount was higher than the original loan amount to
include the unpaid principal balance, interest, pro rata Mortgage Insurance
Premium (MIP) and the count recording fee. Also the loan closed on September
25, 2014 with only six payments being applied to the loan. In regards to the
MIP, premiums are paid in arrears and are paid on a monthly basic not daily. If
a refund of the MIP is warranted, it will be refunded from FHA.[redacted], we regret any delay and confusion that may have
been caused during the review of your loan application. As stated previously,
we offered to extend the initial interest rate and compensate you up to $133.00
per day for room and board and $100. Per day for the extension of the purchase contract
until the loan closed. The offer was contingent upon you closing the SunTrust Mortgage,
Inc. and would not be offered on behalf of another lending institution as we
would not be privy to the processing of the loan application.We have thoroughly reviewed your concerns as it related to
the processing of your loan application and our position remains the same. We
respectfully decline your requested for a refund of the cost incurred including
penalties, inspections, appraisals and cost of living for the 30 days it took
to get a new loan.

See attached

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 29, 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.

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.
As the servicing agent of the mortgage, we will always require
evidence of insurance for the mortgaged property. If evidence of insurance is
not received a temporary binder is issued. Binders are issued to protect both
parties' interest in the event of a loss. Before a policy is issued or the
premium disbursed, there is a thirty (30) day resolution period. If we receive
evidence of insurance and there has been no lapse in coverage a refund will be
issued for the full premium amount. If there is a lapse In coverage, a refund
will be issued for the unused premium.
The insurance obtained by SunTrust Mortgage, Inc. (SunTrust) is
not obtained at any discount. As the named insured on the policy, SunTrust
purchases the policy at the market rate and passes this charge to its borrowers
as permitted by the loan agreement. Because the premium insures properties on a
non-underwritten basis, without any inspection or additional information
obtained. the premium cost for the lender placed insurance can be substantially
higher than the premium a borrower could obtain under a voluntary insurance
policy.
On June 24 and June 30, 2014, we mailed you
notices requesting proof of flood and wind insurance coverage within thirty
(30) days of the date of the letter. Our intention is not to intimidate our
clients, but to explain the urgency of you obtaining your own insurance which is
in your best interest. Proof of insurance is required annually and you may
provide a copy of the renewal condo master policy prior to the expiration of
the current policy.
We are currently showing that the hazard,
flood, and wind policies have all expired. The H06 policy
provided as proof of insurance is inadequate. We have requested the new
certificates of insurance for the condo association from the insurance agent
[redacted]_ Upon receipt of adequate insurance
coverage, we will update our system accordingly. If you have a copy of the new
certificates of insurance for the condo association, you may fax the policy to
[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 fairy representing its products and services and honestly and transparently
disclosing the costs and fees associated with such products. 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;
verify that information provided to our clients is complete,
clear, and accurate; and listen to our clients' expressed needs. 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 providing
banking products and services, including, but not limited to, approval,
pricing, and servicing.
[redacted], if you have any questions regarding the
hazard, flood and wind insurance, you may contact the Insurance Department at
[redacted]. If you have any questions regarding the information presented,
you may contact our Mortgage Escalations Resolution Team at [redacted],
Monday through Friday from 8 a.m. to 6 p.m., ET.
Sincerely,
[redacted]

Review: I applied for a Physician Loan with Suntrust Mortgage in April, 2016 and was pre-approved, so I entered into sales contract for a home in Baltimore. During this application process, I sold my home (a home that gifted to me by my grandmother), and had enough funds to put 20% down. My closing was scheduled for May 27, 2016. This loan process was miserable; they never returned my phone calls or communicated with me. I had to call another loan officer to contact my loan officer just to get a call back! Then, a day prior to my closing on 5/27, I was told that my loan will not be funded because I lacked $17,000 in reserves after putting 20% down + closing costs because I was not in contract to start my job as a physician with [redacted] Hospital until July 1. I was then told 2 days later from my loan officer that if I moved closing closer to my start date and resubmitted with a "new loan number" the underwriter GUARANTEES to fund my loan! They stated that they wanted my credit score to be higher (712 on the original application; now 795 on the second application) and for my debts to be off of my credit report (paid off my car with proceeds from my home sale). And with their word, I did what they asked. I resubmitted an application and negotiated a new settlement date with the sellers for June 30, 2016. I started orientation at [redacted] on June 15 although my contract starts July 1, and hence have been living out of a suitcase on my friends couch for 2 weeks. Then, like before, Suntrust completely stopped communicating with me. I was fed up and decided to email the CEO Ms. Dorinda S[redacted] with my concerns. Only then did someone call me. My loan officer told me that the underwriter who formerly agreed to fund my loan was no longer with Suntrust and the new underwriter will not fund my loan because I claimed too much on my taxes even though Physician Loans are based off your income as a Doctor and NOT on my previous income as a nurse! They have wasted 6 wks of my time!Desired Settlement: I had another lender who reviewed my file after the initial denial in May and agreed to fund my loan, but when Suntrust contacted me again, I continued with them because I had already paid $500 up-front for the appraisal. And with the new application, I did not have to repay for the appraisal because the original one was still good. For this reason alone, I resubmitted an application with them. Now, 3 weeks later, I am in the same boat, but IN ADDITION, the sellers are angry with me and want to put the house back on the market. I have lost their trust and potentially my dream home. Suntrust promised to fund my loan by June 30, 2016, and they need to live up to their promise! I have worked hard all of my life and have NEVER made a late payment or defaulted on any account / loan; just check my credit report! Not even a single collection. I have an 803 credit score and the funds to not only put 20% down but to continue with the mortgage and escrow payments. Suntrust promised me a loan!

Business

Response:

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 accounts. We appreciate

the opportunity to look into the issue raised and to provide a response to you. On April 11, 2016, you were pre-qualified for a loan

application [redacted] for a SunTrust Mortgage, Inc. (SunTrust) Doctor Loan

Program. The pre-qualification notification is based on non-verified information

and does not constitute an official commitment on behalf of SunTrust Mortgage,

1nc. The loan approval was subject to but not necessarily limited to

verification of all income. asset and liability information provided by you, a

property appraisal acceptable to SunTrust Mortgage, Inc., (SunTrust) and

incompliance with SunTrust's loan program guidelines and all required closing

conditions such as a survey and/or title examination. The loan was denied on

May 26, 2016 because the credit application was incomplete. On June 10, 2016, you completed a second loan application ([redacted]).

We were able to use the appraisal from the previous loan ([redacted]); thus a

new appraisal was not required. A request was made for your tax returns, which

we received. Our review of the tax returns reflects the unreimbursed business

expenses (UBE's) counted against your income and made the debHo income (DTI)

ratio in excess of the 43% allowed on this product (Doctor Loan Program). On June 29. 2016,

Keyana M[redacted] Mortgage Resolution Specialist spoke with you and advised that

the second loan application has been submitted for loan denial due to excessive

DTI ratios. Our understanding is that your loan officer also spoke with you and

informed the UBE's also contributed to this high DTI amount. On July 8, 2016,

we refunded your [redacted] ending in [redacted] the $[redacted], which represented the

fees you paid associated with the loan application. Thank you for bringing to our attention the problems you

experienced with your mortgage loan applications and we apologize for any

inconvenience this matter has caused. 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.

Consumer

Response:

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,

Review: Suntrust is not processing my paperwork properly. They have had my paperwork for 3 weeks and it has not been reviewed. I want somebody in charge to really help me. I have an offer for my home and SUNTRUST IS BULLCRAPPING and NOT HELPINGDesired Settlement: I need somebody high enough on the pay scale to help me and provide solutions

Business

Response:

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.

Consumer

Response:

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 am faxing to [redacted] the three fax confirmation sheets to prove that suntrust is lying in their response. They told my real estate agent that a new application had to be done and I faxed my new application along with a letter on the fax coversheet denying the appeal process for the first offer that [redacted] rejected, not the buyer.It was only after me and my agent called suntrust repeatedly 3-4 a week that suntrust finally escalated my file and it got looked at on july 22. my file went untouched and not worked by suntrust for four weeks, why because they are trying to force me to forclose

Regards,

Keep taking money but will not apply to mortgage pressuring to cause forcosure

Review: I requested that Suntrust Mortgage remove my PMI. They instructed me to pay for an appraisal, which I did. The appraisal was submitted with a range of values for my house: 295,000$-325,000$. Suntrust Mortgage chose the lowest value in that range and misrepresented that value labeling it as the "90-120 day" value even though I spoke with the appraiser who confirmed the 90-120 value he submitted was [redacted]$. I believe it is wrong, and perhaps a violation of the Homeowner's Protection Act, to allow a bank, whose interest is in collecting PMI for as long as possible, to select a value when given a range that benefits them and may not actually represent the true value of a home.Desired Settlement: I would like Suntrust Mortgage to utilize a median figure when given a range of values for an appraisal to determine a principal payment required to remove PMI.

Business

Response:

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

Consumer

Response:

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,

Review: SunTrust's Mint integration is broken.

They responded that they intend to just leave it broken. They do not intend to fix it or even remove it from Mint.

As far as I know, every one of their competitors offers Mint integration.

Not fixing this issue is unacceptable. It leaves their service in a disabled state.Desired Settlement: Fix the broken SunTrust Mint integration.

Business

Response:

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 June 22. 2016. 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]

Review: In March of 2016, we experienced a very bad hale storm. My property was assessed with 40k, worth of damage. I filed a cliam with my insurance company. They paid the claim, making the check out to myself, my wife, and our mortgage company. We endorse the check and sent it to Suntust. That's when the problem started. Suntrust took the check, cashed it, and sent the same amount out to myself, my wife, and the contractor. Therefore, my wife and I would have to endorse it and give it all to the contractor before the contractor started the work. This makes no since. I have gone back to Suntrust on several occasions trying to find resolution, all to no avail. I am being told that that is Suntrust policy and I would have to work it out with the contractor. I have checked with other contractors and no one/contractor will endorse the check, and give it back to us to pay them in disburstments as the job is being completed. I called Suntrunst and asked to for a supervisor to call me back. I was told someone would call me back in 48 hours, well now it's been two weeks. I called Suntrust and asked them if I could send the check back to them, and they cut checks in 3rd as the job is being completed. I was told no, that's not their policy. My property is deteriorating and it's been 5 months, all my neighbor homes has bee completed, by not mine. Why, because Suntrust doesn't have anyone that will even stop to see how dysfunctional this policy is for a check of this size. 1 + 1 = 2, this is not rocket science. You do not give a contractor a check for $33K, before he starts a $40K job.

I can't give the contractor the check for $33K, because what he runs off with it, and I am sure that is why the contractor wont endorse a check that large for the same reason.Desired Settlement: For Suntrust to take the check they sent me back and send a check in thirds as the work is being complete. Again, it's not rocket science.

Business

Response:

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. On August 12, 2016, you spoke to our Loss Drafts Department regarding check number [redacted] in the amount of $33,415.58. As discussed, a stop payment was issued on that check to reissue the funds in three draws as you requested. The funds were mailed to you by federal express on August 17, 2016 in three separate checks: [redacted] for $11,138.53, [redacted] for $11,138.53 and [redacted] for $11,138.52. The package was delivered on August 19, 2016. Mr. and Mrs. [redacted], we regret any inconvenience that may have been caused. If you have any questions, you may contact our Loss Drafts Department at [redacted] Our businesshours are 8 a.m. to 8 p.m., Monday through Friday and 9 a.m. to 3 p.m., ET, on Saturday. 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.

Review: In February, my husband and I started the process of obtaining a construction loan from SunTrust Mortgage. The process has been a very unpleasant experience. Throughout the entire process we were not kept inform of our loan request. In order to kept the process moving forward my husband and I had to call to for the next step. Any time we would turn in paper work that was needed we never knew if what we provided was sufficient. I would have to start calling around 8 or 9 in the morning every 30 minutes until I could reach our loan officer George C[redacted] or Jonathan B[redacted] just to get updates on our loan process. I would send email and get no reply. My husband and I provided all the information that was requested of use as soon as we were told it was needed. My husband called twice and wrote several emails to George C[redacted] and Jonathan Bryant to voice his concerns on how it seemed as if our loan was not being taken seriously. After 6 months of trying to get our construction loan approved and calling to see where we were in the loan process, we were told we were not approved for the loan. George C[redacted] explained to me how I needed this large amount of money down or in escrow. I asked him to send me the information to my email detailing why we were not approved for the loan. He told me he would send it that day but never sent the email. I got up early that morning and started calling him until I was able to speak to him and not voicemail because he does not return our calls. He said that it was a long and detail letter and he was finishing up the email and would send it. Once again I never got an email. My husband called the next day and was told by George C[redacted] that he would send an email with the information I requested. We still never got an email. It is a week later and we still have not gotten an email detailing why our loan was denied. I have never been treated so poorly in my life. I am so disappointed with SunTrust's Service.Desired Settlement: I would like to be provided with a detail reason why my husband and I construction loan request was denied.

Business

Response:

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.

Consumer

Response:

[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.]

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,

Review: On July 8th, 2016 we contacted Suntrust for the first time asking about hardship programs. After I was put out of work for 7 weeks due to a diagnosis of Myocarditis. Bill L[redacted] our single point of contact recommended a 3 month forbearance and to file a packet of hardship with him to see what sort of resolution we could get. It has been over a month since that first phone call and we have been given nothing but the run around. We were calling every week to see what was happening, updating them on the condition, they only called us once. Every time it was we need this, or the company is having a hard time making a decision because of this, but don't worry I will talk to them and figure it out. We heard lots of "don't worries." Finally I began work again and my wife called and informed them that I had started work again, 4 days later. Two days before our next mortgage was due they called to say they were not pursuing a forbearance because I had went back to work. We were only looking for one month of help. We were then sent to escalations which we were having to call to find out what was going on. We asked them to listen to the tapes, a week after they were supposed to we get a call saying that we misheard everything that was being said to us, that there is nothing they can do. We asked if we could listen to the tapes, if we are wrong, than we are wrong but our faith in Suntrust is obviously very small at this point they are refusing to let us listen to the conversation. That is why we are here we need a third party to help us to listen to the tapes and hear, not only the run around but what was said. They said we were not to be sent to collection as long as we were in their department, they did. They never contacted us about what was happening until we would call them. We are angry and frustrated with the run around this company has given us.Desired Settlement: We would like to make sure that the delinquency comes off our credit report. We also would like to listen to the tapes to confirm what we are being told. We were in the escalations department where they offer rebates if things are mishandled, but even though they do not let us listen to the tapes they are saying the no call backs, the lack of communication, the deception of what was happening is not worthy of a rebate.

Business

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 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.

Review: Back in June we realized that our mortgage payment had not be taken out. We called SunTrust Mortgage to inquire as to why, as well as signed into their online portal to view our loan activity. Per our loan activity it showed that two payments were made for May. One on April 29, 2016 for a payment totally $1688.69 and another payment for our usual $1332.52 on May 2nd. Due to this double payment they said we were paid up until July 1st and did not owe a payment. We inquired about this mysterious $1688.69 since it did not come out of my bank account or my boyfriends. After talking to multiple customer service clients, a supervisor, and a manager we were told that a check was cut, from a 3rd party loan servicing company we never heard of, referencing our old loan number, because they had bought our previous loan, and that they this is where the money came from. When I inquired as to why it went against our account it is because they said that they are required to do that with all checks that come in. We asked for a account research and they told us they would get back with us within 5 business days. We then made a subsequent payment in June in case they came back and found that $1688.69 was applied incorrectly, thus bringing our next payment date to August 1st 2016. After a week and a half we called back, since we received no communication from them, to inquire about the research. The representative said a letter went out on June 6th, but did not know the contents and that there were too many notes on our account to go through but assured the $1688.69 was correctly applied. At this point I hung up in frustration and assumed all was correct. Fast forward to 7/18/2016 and I received 2 letters from Suntrust Mortgage about a missed July payment. After signing on to check the loan activity we see on 7/6/2016 that a payment of $1688.69 was made to our escrow account and subsequently on 7/11/2016 the last 2 payments and the 1688.69 was "corrected" and taken out of our account.Desired Settlement: Continued complaint: Then on 7/13/2016 it showed the two normal payments of $1332.52 were applied to our account, thus making us short of our July payment. Now we received no communication about these corrections, written, emailed, or called. We only found out because we received two delinquent payment notifications from SunTrust, that quite frankly scared us and on-top of this all we have automatic drafts for payments each month. Now we called and after 2 hours of being on the phone we made a payment for July and was assured we would not be charge interest.

Desired Outcome: Lastly I would like an acknowledgement from SunTrust stating that they incorrectly applied a check from our previous mortgage company to our account that was meant to go into escrow and apologize for having us have to battle for this correction and once we were defeated to apologize for making corrections to our account without notifying us, especially because it made us miss the deadline for our July payment.

Business

Response:

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 26, 2016. 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]

Review: June of 2015 I did a modification of my loan with Suntrust. In August 2015, my bill was showing 675.03 in unapplied funds. I called my representative and she told me to only pay $93 for my September payment which I did. Every month thereafter my bill has showed me being a payment behind. I kept calling and was told not to worry that once the system was updated my account would show current. This has been going on for months with me continuously being given the incorrect information. Every month it shows on my credit report that this account is delinquent. Now the representative that worked my account is no longer there and I have had to talk to multiple different agents who all have to review my account and who all tell me they will pass this up to there supervisor who never calls me nor have I received any letters. Today I called to see if there were any updates and was informed that I needed to pay the amount in dispute. No one can tell me what happened to the $675.03 that was unapplied when I made the $93 payment.. I am a single mother and lost my high paying job 2 years ago. Since then I am in a much lower paying job and I am unable to just come up with that amount of money easily. I do not feel that after all this time and after all the hassel and incorrect information I was given I should have to pay it at all. I have spent hours on the phone trying to resolve this issue. What happened to the money? Why has this been so hard to resolve? Why was I told by multiple agents that everything would be fine and that there was no issue when clearly there is. I am told in 1 system my account is current but in another it is past due. Why hasn't this been corrected?Desired Settlement: I feel that the business owes me a huge apology in writing and that they should take into consideration all the harm and time loss they have caused me. The past due amount is not my responsibility. It was on the account and I paid the amount I was told to pay. My account needs to be brought to current and the adverse reporting removed from my credit.

Business

Response:

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

Review: My mortgage loan was sold to SunTrust mortgage. I received a notice from SunTrust Mortgage that initially, the loan number would remain the same as my previous mortgage holder. In April 2016, I received a note from SunTrust that a new loan number was assigned to my mortgage. I changed the loan number in my automatic payments schedule on my bank's website, and through a snafu, the May payment was not sent. I received a bill from SunTrust to make the May payment and the upcoming June payment in the amount of $2552.76. I paid that amount on May 26, 2016. Today, I received a notice that my June payment had not been received, even though the total amount of $2552.76 was withdrawn by Suntrust that included the June payment. I called and have been on the phone now for 50 minutes, trying to have this resolved. I was just informed that the June payment was applied to my principle and the July payment that they received 2 days ago, on June 27th, was also applied to my principle. Two individuals indicated that they had entered "Notes" to reverse the misapplied payments and apply them properly. How can a company send out a bill for a given amount, and when they receive payment, apply it incorrectly? So, the last two payments have not been applied to my mortgage payments. This is my mortgage and this is quite serious, as I have superb credit and would like to remain so.Desired Settlement: I would like to know how the errors occurred and what measures they are putting in place to prevent this from occurring again. If they are not applying my mortgage payments to my mortgage, what is happening with them? This is definitely a human error. I also want my credit to be re-instated if it has been impacted.

Business

Response:

Dear Dr. [redacted]:We have received and reviewed your concerns as well as the correspondences that were forwarded to our office from the [redacted] and 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. As you indicated, your loan was acquired by SunTrust Mortgage, Inc. (SunTrust) from Loan Depot on March 16, 2016. Enclosed is a copy of the March 17, 2016 Service Transfer Notice and the March 29, 2016 notice to you advising of the correct SunTrust loan number.We understand your concerns regarding the application of your June and July 2016 monthly mortgage payments. We sincerely apologize for the manner in which your account was handled and for any confusion and that may have been caused by the transactions that occurred on your account.On May 26, 2016, we received the funds for your June and July 2016 payments and the June payment was inadvertently applied as a principal curtailment. Subsequently, the funds received on June 27, 2016 were applied as the June 2016 monthly payment and principal. The funds were reversed and reapplied on June 29, 2016 to the June and July 2016 payments. The correct payment amounts were received and the additional $44.93 was applied to the escrow account. The payments were corrected with no negative credit reporting. The next payment due on the loan is the August 1, 2016 monthly payment in the amount of $1,308.18. Dr. [redacted]. a copy of the loan history is enclosed for your review. Again we regret this oversight and any impact to you. The situation you described has been forwarded to management for review. 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.

Review: I've been trying to refinance my mom's condo for over 60 days. My mom,

[redacted], is a resident of [redacted] with dementia. I

have a POA for her in hear matters and they keep delaying the close

date.....it is ridiculous and makes it appear they are trying to get more

interest out of my mom who has a limited fixed income. They have been

charging 6.5% for the past 8 years which should be criminal in my opinion.

Please let me know what else you need to lodge a formal complaint against

this very poor service to a customer for over 20 years

Thank you for your assistance!Desired Settlement: My mother loses money each month this 6.5% horrible interest rate is charged? I was told the closing would April 27, 2016 and have heard nothing since my repeatedly email requests for status. Suntrust is horrible in dealing with caregivers who are providing care for their elderly parents. I had to email, fax, and mail my POA to them several times and still I can't get on her VISA account to reorder a new card.......very poor customer service for a clients who has been banking there close to 20 years!

Business

Response:

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

Review: My mortgage has been transferred from Suntrust Mortgage to [redacted] as of April 1. On March 25-th, I paid my April 1-st invoice to Suntrust in an amount of $2200. However, Suntrust never transferred that money to [redacted] making me liable for that payment again. I have a copy of a cashed by Suntrust Mortgage check. I have opened numerous investigations with Suntrust and [redacted] but am being ignored. Contact person at Suntrust who I worked with to resolve this matter was Monique Edmonds who is a supervisor. Her e-mail is [email protected].

Suntrust Account# - 0215853292

[redacted] Account# - 30116869

I'm asking for your help resolving this matter. Please speak to my husband, Khalid Ayyubov if you contact us.

Sincerely,

[redacted]Desired Settlement: I need Suntrust to find my payment, apply it to account and forward money to [redacted] to bring my [redacted] account up to date.

Business

Response:

Dear [redacted]We have received and reviewed the email received from [redacted] .. and the letters that was forwarded to our office from the

Consumer Financial Protection Bureau (CFPB) and the Revdex.com

regarding the ·above referenced loan. We appreciate the opportunity to look

into the issue raised and to provide a response. Our records reflect that on

April 1, 2016, your account was service transferred to [redacted] along with

all loan documents. At that point, your loan was due for the February, March,

and April 2016 payments. On June 9, 2016, we sent your new servicer SunTrust

Mortgage, Inc. check [redacted] in the amount of [redacted] by [redacted],

which they received on June 10, 2016. Any questions or concerns regarding the

servicing of your loan should be directed to [redacted], Inc. at [redacted] or

the current servicer of your loan. At SunTrust Mortgage, Inc. we work hard to

provide exceptional service to every client and regret any instance when we

fall short of this goal. We regret that your concerns were not properly taken

care of when you first made contact with our call center and for any

inconvenience this matter may have caused. 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,

Consumer

Response:

[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.]

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,