SunTrust Mortgage

Review: I have an escrow account issue that I have written to this company about. I have called them and thought I had the problem resolved, yet I keep getting mortgage statements way in excess of my regular mortgage payments (and the balance goes up every month). I need to be able to sit down with a person, face to face. to #1 determine what is going on with my account and #2 return my account to the pre-escrow amount. I have requested a face to face meeting in writing with a SunTrust representative and have thus far received no answer. I want to resolve this problem without having to resort to legal means.Desired Settlement: I want to return my monthly mortgage payment to the pre-escrow amount.

Business

Response:

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]

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Thank you for your letter dated 6-27-16. I wish SunTrust has

been on communicative. Had they been, all the problems I’m having now could

have been avoided.I don’t know if my case can be re-opened or amended. I hope

it can because SunTrust’s position has not changed.It is my contention that I was not advised of any impending

forced escrow that has resulted in SunTrust Mortgage Inc. refusing to accept

any payments until our dispute is settled. I presume this is to acquire

leverage in any attempt to foreclose on my mortgage.I am enclosing a timeline of events that I have experienced

and acted upon. As you can tell from my conversations with a [redacted]

(and the follow-up letter dated April 13, 2016) I still had the believe that I

could resolve by forced escrow situation and return my mortgage payments to

what they were previously, before SunTrust unilaterally and without notification

took over the payments of my property taxes.I am also enclosing a letter I mailed today (return receipt

requested) to Kewanna C[redacted] proposing two solutions to resolving our

differences, the third option being my retaining council to aid me.You have been an invaluable asset in at least generating a

response from SunTrust Mortgage. And for that I thank you.Please add this correspondence to my file. If that is

impossible I’d like to start another file that can be added to by original

case.

Review: On January 26, 2016, I called SunTrust bank about a home loan on a home I currently own in Georgia. I spoke with Sarah H[redacted]. She explained she would have to run my credit and sent me the paperwork for consent. I signed the paperwork, in a timely manner, and sent it to her for processing. Mrs. [redacted] called me and stated that I would need a co-signer in order to proceed. I had no problem getting a co-signer for the loan. When the process for the co-signer was complete, she called me and said everything looked great. Her assistant said she needed a credit card, so she could order an appraisal and get our tax transcripts. She said the loan was approved and the cost of this service was $575.00. The assistant said they were going to turn the loan over to Giselle B[redacted] the loan processor. Mrs. B[redacted] emailed me and said she needed the same documentation from me that I had previously sent Sarah H[redacted]. I sent her the same paperwork again for processing. Mrs. B[redacted] said I would have to buy flood insurance. I bought the flood insurance, which cost me $1300.00 out of pocket. She then emailed me several times saying she needed the same documentation. I sent this same documentation so many times, I lost count. I was told that SunTrust would close the loan on March 15th 2016, April 15th 2016, April 22nd 2016, and April 25th 2016.Giselle Blacker called me on 4/29/2016 stating she needed tax paperwork from a friend I had signed for on a car loan. Unfortunately, the paperwork did not exist because the car was bought after the year they were requesting. I explained this to her, she then stated if I did not produce the paperwork that did not exist, the loan would be terminated.

Unfortunately, the loan process has not been performed well and is completely inadequate. They were very unprofessional, as I sent the same paperwork several times, to the same people. It seemed that they were losing important documents with my personal information on them. I was promised four close dates only to be disappointed, because I could not produce paperwork that was obviously not there. I am disappointed because I spent $1875 that I didn’t have, gave them all the paperwork they needed several times, and was told that the loan was approved, only for them to call me and tell me that the loan would be terminated if I didn’t produce paperwork that did not exist.Desired Settlement: To resolve the problem, I would appreciate your either SunTrust closing the loan as promised, or they reimburse me for the money that I spent on a loan that never closed. Enclosed are copies of my records.

Business

Response:

We have received and reviewed the letters that was forwarded

to our office from the Revdex.com and the Consumer Financial

Protection Bureau (CFPB) 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 you submitted a loan application on January 25, 2016

to refinance the above property address. Some of the processing delays were due

to additional documentation required by the Underwriting Department before a

final decision could be made on the file. Some of the documentation required

was regarding the subject property and rental agreements, income information

and the profit and loss statements for your business A&E Construction, two

years of personal and business tax returns, and proof who made the payments for

the tw'o car loans that reflected on the credit report. During the application

process we also requested you to provide current documents as some of the

documents reflecting the required information had expired. Since flood

insurance was a requirement on the property, you were asked to provide proof of

insurance. On May 19, 2016, the loan application was denied and you were sent

the enclosed Statement of Credit Denial, Termination or Change letter stating

we were unable to assist you with a credit application because it was

incomplete. On June 22, 2016, Lynne [redacted] a Loan Officer contacted you and

discussed the previous loan application. At that time, Ms. [redacted] asked if you

were interested in applying for a new loan application and you declined our

offer. Mr. [redacted], we regret any inconvenience you may have experience during

the refinance process. As a goodwill gesture, we are reimbursing you the

appraisal fee in the amount of $450.00. Enclosed is SunTrust Mortgage, Inc.

check (490469) representing the refund. Pam [redacted] a Mortgage Escalations

Resolution Specialist also spoke with your insurance agent and advised that

they are willing to reimburse you the full premium amount of $1,354.00 once

they receive a letter from SunTrust Mortgage, Inc. stating the loan application

was declined. The letter was fax to your agent on June 22, 2016. Please be

advised that after the agent receives our letter they will be in contact with

you to sign a cancellation notification before the insurance refund check will

be issued. If you have any questions, please contact Ms. [redacted] 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,

Review: On June 1st 2013 I entered into a HAMP program. The interest rate was 7.125%. Suntrust said the only way I could lower the rate was to enter into a government program. I made 3 payments on time and 4 days after the 3rd payment Suntrust sent the mortgage to foreclosure. The foreclosure company after several weeks sent it back to Suntrust saying they can not foreclose when a loan is in the HAMP program.

Since then several attorneys have attempted to negotiate. Suntrust offered [redacted] loan for 40 years….The 7.125% loan was for 30years.

I told them that I need a 2% loan for 5 years and go from there. They said NO.

As of February 1st 2013 I became badly disabled, no longer able to walk, It has been very difficult to deal with Suntrust.

The house was put up for sale through foreclosure Wednesday the April 13th, 2016. It does not appear that it has sold yet..

Please help

[redacted]Desired Settlement: To keep my home with a fair loan modification. Maybe HARP

Business

Response:

Please see attached response.

Business

Response:

Dear Mr. [redacted]: We have received ::lnd reviewed the co;respondences that were forwarded to our office from the Consumer Financial Protection Bureau (CFPB), Revdex.com and The Department of California Business Oversight regarding the above referenced loan. We appreciate the opportunity to looK into the issue raised and to provide a response to you. The loan was reviewed for loss mitigation workout options in accordance with the Home Affordable Modification Program (HAMP) and Fannie Mae requirements. The evaluations were based on the income documentation provided and credit report expenses. The results and terms of a modification offer are not negotiable. Our records indicate that SunTrust Mortgage, Inc. (SunTrust) approved the loan for loss mitigation work.outs on two separate occasions. On April 10, 2013, the loan was approved for an Alternative Modification Trial Payment Plan (TPP) for the months of May, June and July 2013. You completed the TPP and a final modification agreement was mailed to you with a 40 year term at a 4,00% interest rate, a monthly payment of $1.472.00 (a reduction from the contraGtual payment of $2,373.98) and a principal forbearance of $32,704.97. The signed final modification agreement was returned to SunTrust; however, there were alterations made to the reference of your being ua married man." The modification could not be altered in this way as it is :a legal agreement to modify the Deed of Trust. The verbiage in the modification agreement regarding the borrower information was stated just as it was in the Deed of Trust. The corrected final modification agreement was delivered to you on September 19, 2013 to re-execute and return to SunTrust. On September 26, 2013, you informed a SunTrust representative that you had not been married for years and wanted the verbiage in the modification documents changed. It was explained to you that supporting documentation was required in order to change the language of the modification agreement. As cf October 7, 2013, SunTrust had not received either the signed corrected modification agreement or the supporting documentation to change the veroiage in the modification agr?.ement. Therefcre, the loan was removed from the loss mitigation process. The loan had been in foreclosure ciue to the deiinquency and was piaced on hoid to ai1ow ror the !os:s ;nitigation revluw. The foreclosure hold was removed uil N<)ver.ibe1 23, 20 'i 3 s:n...:a tt.G ioan was not on an approved work.out plan; however, the foreclosure file was closed shortly thereafter on 09i;emher 18, 2013. A second financial pack.age was reviewed on December 23, 2014 and approved for a new TPP effective February 1, 2015. The trial payment was r.ot received and the loan was removed from the loss mitigation process on March 6, 2015. As the loan was not on an approved workout option, the loan was again referred to foreclosure on April 30, 2015. To allow for a new loss m:tigation review, the foreclosure file was placed on hold on November 23, 2015. A further review of the loan for loss mitigation eligibility was conducted on December 1, 2015. SunTrust was unable to offer a workout option as the documented income was not sufficient to support the loan payments at the time of the review. The foreclosure hold was removed on February 11, 2016. Subsequently, a foreclosure sale scheduled for April 13, 2016 was canceled. The loan is currently due for the February 1, 2013 through April 1, 2016 monthiy mortgage payments. Further, SunTrust is unable to change the interest rate on the loan as the loan does not qualify for a 2.00% interest rate reduction, which is required in order for it to be adjusted. If you have any questions regarding this letter, you may contact our Mortgage Escalations Resoiution Team at 655.223.4640, Monday through Friday from 8 a.m. to 6 p.m. ET. Sincerely, Kewanna C[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 of all, the first modification program was June 1st, July 1st and August 1st, 2013 not May, June and July. I made all the payments on time. I did not receive after, completing the TPP, an agreement for a 40 year term at a 4,00% interest rate, a monthly payment of $1.472.00. All I received was a cancelation notice from Suntrust on September 8th 2013 and the next day a notice from the [redacted], a foreclosure company. Four weeks later the foreclosure company sent the contract back to Suntrust because they could not foreclose when someone is in a HAMP program. This was only notice when I talked to the representative from the foreclose company. Somehow the HAMP payments made to Suntrust did not show up on the ledger that Suntrust had sent to the to the foreclosure company. I was told this by a representative of the foreclosure on the 3rd of October 2013.The original loan on the house was 7.125% for 30 years. The Deed of Trust says my name only and not married. SunTrust says that they are unable to change the interest rate on the loan as the loan does not qualify for a 2.00% interest rate reduction, adjusted. But I do qualify for a 2% loan. The February 2015 loan modification was a 5.5% loan for 40 years! I did not think this was a fair modification. In February 2013 I became badly disabled. I have had 4 major surgeries since and still can not walk with more to come. All I want is a fair mortgage loan...

Regards,

Review: SunTrust Mortgage has inconsistent mailing policy. All other companies I have ever worked with send me a bill at the same time every month, with next months' payment due listed clearly. Instead, SunTrust sends "bills" depending on when payments have been made. If I make a payment early in the month, they'll send me a bill 2 days later with the next month's payment due. If I pay that one early, they'll send me another bill for the next month, etc. etc. In this way, you could be receiving bills for YEARS into the future... Additionally, if I don't make a payment, they'll ONLY send me a bill only if they haven't received anything from me within 30 days. Who runs a company like this? Because of this ridiculous mailing policy, sometimes I get multiple bills (for different months) coming to me in the mail on the SAME DAY. Is there no way to send me a bill at the SAME TIME every month? This is the first time I've ever had to affiliate with a company who couldn't figure out how to send a monthly bill at the same time each month.Desired Settlement: Send me a bill on the same day every month. Don't send me bills that are due more than two months in advance.

Business

Response:

Dear Ms. [redacted]: We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from Ms. [redacted]. Therefore, we are unable to provide you with a· copy of our response to Ms. [redacted] dated May 18, 2016. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office. Ms. [redacted], . if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 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: Multiple attempts have been made to contact my loan representative to which the person has either been out of the office or on the phone with another customer. With sad admittance my husband and I got behind due to our son having several surgeries and has only now just turned 2. For the past several months I have made leaps and bounds to repay our deficit which would have been caught up this month if our money had not been sent back. The answers? It did not equal the total amount of the deficit as a whole or it was not the total monthly amount in exact change. Mind you I was not offered this option each time I went in to the bank to make cash payments over the amount of our monthly mortgage in attempts to catch up. We have had over $3000 sent back to us from your company because of this issue. Now my home is in jeopardy of being taken away from a family who is making leaps and bounds to pay their bills...not run away from them. I finally send an email to said loan representative and get told SunTrust cannot reply to emails but only communicate through phone. But ironically in order to be placed on a payment plan the options are to fax in my personal information or EMAIL it? Seems a little off to be offered a one way communication for information along with a bank to refuse money being paid in return for a loan. Not only has my blood pressure been made worse, my anxiety level and fears of not providing for my family has hit a new high. I'm a paramedic that works on a 2 week rotation of 103 hours, 113 hours and 120 hours. And none of that is with additional shifts or overtime. I'm at a complete loss of how to provide for my family with food, clothing, transportation and medical expenses when we continuously have money tied up in a hamster wheel with our loaning bank. Does any of this sound right to you? Ive asked for voice recording for record, Asked for multiple notes to be placed in the system and made payment overages to get caught up. Any other suggestionsDesired Settlement: For the loan to be caught up without additional hoops to jump through ie the money being sent back to us and for our loan to be bought out by another bank in order to not have to be any longer associated with SunTrust.

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 28,2016. 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

Review: After finding a property to purchase, I contacted SunTrust Mortgage to obtain a loan. I provided all requested information for the loan process. The loan officer did not monitor my file for the closing date or the appraisal of the property. Because SunTrust had neglected the file, I had to ask for an extension from the seller of the property. The seller granted an extension with a close date of June 30th. Again, the loan officer did not monitor the appraisal process and agreement to pay the appraiser was not sent to the appraisers office prior to the appraisal date. Because of this, the appraisal has been rescheduled to June 23rd. The seller of the property will not grant another extension in order to accommodate the new appraisal date due to negligence on the part of SunTrust. I have lost my earnest money, termite inspection fee, home inspection fee and have paid SunTrust for an appraisal that will be performed, but not in time to close on June 30th. I would not recommend SunTrust to anyone for a mortgage 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 loan application. We appreciate the opportunity to look into the issue raised and to provide a response to you. We sincerely regret the problems you encountered during the processing of your loan application submitted on May 25, 2016 including the delay in the completion of the appraisal. As a goodwill gesture, the appraisal fee of $500.00 was refunded to your credit card on July 7, 2016. The appraisal was ordered; however, we were unable to close the loan by June 30, 2016. You withdrew the loan application on June 28, 2016 since the seller would not grant a contract extension. Instead you are applying for financing with the seller's preferred lender, [redacted]l. The FHA case number has been transferred to the new lender. A copy of the appraisal report was sent to you and [redacted]. We are glad that [redacted] was able to utilize the appraisal. Ms. [redacted], if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted], Monday through Friday from 8 a.m. to 6 p.m. ET.

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

There mortgage hardship area customer service is appalling. Immediately after taking the call, my home preservation specialist places me on hold while she "notates the previous accounts". This notating should be done BEFORE taking the next call as it is a great disgrace to customer service. Why should I wait for you to do what should have been done on the previous call. When I asked to speak with a supervisor, I was placed on hold, and then Carolyn came back on the phone to say she was transferring me to her supervisor Mariah. Instead I was transferred to an identifiable voicemail, where I had to leave a message and then wait for a call back. I am very dissatisfied in the level of professionalism from SunTrust...especially their mortgage home preservation department. They do not provide accurate information.

Review: I am an active duty Lieutenant Commander in the United States Navy and I serve as a physician. I approached Suntrust bank about obtaining their physicians home loan. I told them we were searching for a home loan in the State of California. After submitting to a credit inquiry, we were granted a letter of pre qualification. We then found a home and notified Suntrust that we have an accepted offer. At this time, I left my pregnant wife in California, as I had to report for some additional training on the east coast.

It took them one week for them to respond to the notice of an accepted offer. This was after numerous phone calls and emails. We then submitted all the required documentation to submit the loan to underwriting. Three weeks into this process, I received a phone call stating that suntrust had made an error and that they could not service this loan in the state of California. I was understandably dismayed and after calling various members of their department, I was told that they would request an exception. This exception was obtained and the loan was finally submitted to if underwriting.

During this underwriting process, we were asked to explain the situation surrounding a short sale my wife incurred in June 2013. This was the second time that we had notified the bank about this short sale and we were assured that this in and of itself was not a disqualifying factor. 5 days after submitting to underwriting, we received another phone call. This one stated that they had a blanket policy of not processing loans, until seven years had passed from a short sale. They stated that they someone should have picked this up at the start of my Loan process but they were sorry.

I then had to suspend my training on the east coast and had to fly home to see what could be done to salvage the purchase of this home.

I was shocked and dumbfounded by the level of incompetence at nearly every turn in dealing with this company. I will never do business with tDesired Settlement: I would like Suntrust Bank to make an exception and process this loan. They were notified well in advance of the short sale and should have notified us at that time to pursue other means of obtaining a loan. Instead, almost one month into escrow, and 10000 dollars of earnest money in place, we were told "sorry, there is nothing we can do for you, we are sorry to have made this mistake." This doesn't even address the earlier phone call when they told us 3 weeks into escrow that they did not process this loan in the state of California. Again they were sorry for their mistake. Luckily after numerous phone calls, they granted an exception to that.

I cannot understand how such a large financial institution can show such incompetence in the most basic of matters. And I really cannot understand why I'm at risk of losing the house we want or losing our earnest money for some thing that they readily admit was their mistakes(s)

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 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.

Review: The company in question has submitted a 30 day late payment to the credit bureau for a transaction error on their behalf. In early April I requested the a mortgage broker pulled my credit report for potential home purchase, where he informed me that I had made late payment in the previous month to my current lender. My wife then called Suntrust to check on the issue and was informed that they attempted to pull a larger amount than was placed in the checking account we use to pay the mortgage only. We allowed Suntrust to draft a payment which was larger than the monthly amount due on the previous arrangement, in order to round the payment and add to principal. Earlier this year the escrow amount on our account increased and in response to that, we asked that Suntrust only pull that new amount and not include any additional payment as we used to supply. In the month of March we placed enough money in the checking account held by Suntrust to cover that payment, but they still drafted the new payment along with the extra $3.xx as previous arrangement allowed, causing an overdraft. We were not notified of this issue and luckily we caught the error before our April payment was due. This issue was completely fixed by Suntrust, they admitted fault, but still didn't correct the credit bureau reporting. In speaking with various representatives over early July through 7/18/16 they have reported to update my case notes, call history, had a manager escalate the issue... but none of this actually happened. In speaking with Bianca (client services supervisor), the manager did not pull the initial call stating fault as they said they would, reported that this decision was final regardless of them fixing the transaction history, and would not further assist me.

We are now suffering a near 40 point FICO score loss due to lack of understanding, record keeping, and investigation.Desired Settlement: Send correct to credit bureau to remove late payment report for March 2016 as requested several times.

Business

Response:

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. Our records indicate that you enrolled

in our automatic drafting program. [redacted], in October 2014 to include a $12.03

additional principal payment. As of the date of this letter, the additional

principal payment has not been cancelled. As stated in the enclosed

confirmation letter dated October 10, 2014, change request must be made in

writing or you may make changes to your automatic draft by accessing

suntrust.com/mortgage. All change requests must be received 15 days prior to the

requested change date. We do not have record of receiving a change request or

telephone inquiry from you regarding a change in your automatic draft. Based on

the loan history, the March 2016 monthly mortgage payment was received and

applied on April 15. 2016. We have reviewed your concerns regarding the

negative information on your credit report and determined that our reporting has

been accurate. We are unable to remove the 30 day reporting on April 5, 2016.

As information on the loan, you have a FHA loan. The current owner/investor of

your loan is SunTrust Mortgage. The contact information is: [redacted] As of the date of this letter, your

account is due for the August 1, 2016 monthly mortgage payment. The current

unpaid principal balance is $107,002.43, the current escrow balance is $1,167.11 and there are no funds in the unapplied *suspense* funds account at this

time. [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:

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've reviewed the issue further with my wife and she was able to clarify for me that she did not submit written communication to remove the extra principal amount added to the draft, because it seemed it was removed automatically. When receiving the letter which stated our new payment after the ESCROW reevaluation, it said our new payment was X, which is what we deposited for draft. That amount was the new payment without the extra principal amount, which we further verified would be correct by looking at our account online. It was our understanding that this changed the terms of our payment and the additional $12 would no longer be included. If you were to pull the call when my wife discussed this matter with one of your customer service reps, you would hear that they confirmed "sometimes the web site is wrong" and admitted fault for the miscommunication. I believe the call occurred on April 14th, 2016. This is an entirely unacceptable response when the results are a negative submission to the credit bureau. If we don't have all the information necessary to make those changes, how can you expect us to follow that? If you say the new payment is one thing in a formal letter, and then draft a different amount, that seems like complete miscommunication.

Review: there is a court order to levy account but the first 3500 dollars are exempt yet suntrust froze my accounts with no access

there is a court order to levy account but the first 3500 dollars are exempt yet suntrust froze my accounts with no access, the notes in the system from legal department even says 3500 dollars exempt and also says I can withdraw funds over counter at bank. I can not get my money from the account nor should my account even be frozen I only had 1300 dollars in my savings account, which is not near 3500 dollars then they took 100 dollars from my account for processing fee for levy when it was not supposed to happen unless I have over 3500 dollars, they kept telling me I have to have child support in [redacted] send them a release order which they will not do thats why they have the 3500 dollar exemption so I can still live. this bank has caused me to get behind on my car payment because I have no access to my money and my insurance is going to be cancelled for non payment because I have no access to my money, and in florida if I have my insurance dropped I lose my license, which in turn makes it so I cant work this company is destroying my life and they do not care about me or my money that they are illegally keeping me from when the court order says first 3500 is exempt, and they say they cant give me number to the legal department so I can sort this out myself nor will they carbon copy me on correspondence to supposed legal department stating that they are not authorized to give out internal emails and the legal department does not deal with clients only suntrust employeesDesired Settlement: I want the account un frozen the money returned and to make sure I dont have to go through this again next year I never have more than 2000 in my account I want a formal appology from the ceo and a way to have something in the system that says if ballance not over 3500 do not freeze the account

Business

Response:

Please see attached response

Business

Response:

Dear Mr. [redacted]: Thank you for speaking with me about your correspondence forwarded to us from the Revdex.com regarding the court ordered levy we received for the above referenced account. We appreciate the opportunity to respond. As we discussed, your concerns were forwarded to our Legal Department for review. The legal opinion provided to us is that the proper hold was placed on the funds in your · account: therefore, SunTrust is not liable for any wrongdoing. The manner in which the court order was processed is in accordance with our Rules and Regulations For Deposit Accounts, which is provided.at account opening and is available on our website suntrust.corn (see About Us-+Fee Schedules..-.Deposit Account Disclosures). For your review, I have enclosed page 24 of our Rules, which details the legal process against accounts. You were concerned that you were charged a $100 levy processing fee. We received the court order on February 23, 2015, and you were not assessed a fee for the levy, as indicated on the enclosed statement. Regarding withdrawals on the account, the exception to the levy is noted on your account for the first $3,500 to be available to you. In our telephone conversation, you acknowledged that you are aware this exception is only made available if you transact an over the counter withdrawal in person at any of our branches. Mr. [redacted], we hope this information is helpful to you. If you have questions regarding the levy, please contact the [redacted] Child Support Office. Sincerely, [redacted] Officer Client Advocacy Team

Review: I was charged an overdraft fee for going 4.92 overdrawn. The way I was explained it before and read in the overdraft acceptance was 5.00 or less no fee. I was now told 5.00 for total transaction and not the overdrawn amount. The wording need to be fixed and this is not received. I was told they would do a one time adjustment but by this time they had charged two fees and refused anything with the second fee. They also said I would not have received the fee if I was not enrolled in overdraft protection. That does not sound goodDesired Settlement: I would like the fee reversed and not to have to get a fee for 4.92 over drawn when even on the phone it sounded that 5.00 and under no fee. This all happened due to a tip at a restaurant

Business

Response:

SunTrust has responded to our client but cannot share the response with the Revdex.com as no signed third party authorization was received . Please close this case on your records.

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 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,

Review: Suntrust has been dragging their feet on making a decision concerning a sale of our house. We have an active buyer, but the process has been going on for 5 months with Suntrust continually asking for repeat documentation or new documentation because prior information has expired because they have taken so long to review the information. For 5 months we have been providing documentation, and have not even proceeded to the stage where they review it all. That is just unacceptable.Desired Settlement: We would like Suntrust to make a decision so we can move forward.

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 May 20, 2016. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office. Thank you for contacting SunTrust. Sincerely, Kewanna C[redacted] Officer Mortgage Escalations Resolution Team

Review: My loan was sold to Suntrust at some point - my first payment to them was March 2016. Shortly after I received notification, I called to find out what I needed to do to ensure the tax bill was paid on time. The person on the other end said that they receive the bills directly from the town and that I did not have to do anything but I could fax them if I wanted to. So I tried to fax and it kept failing so I called back. I asked if I could scan and email or upload to confirm receipt and they said no, we don't do that here so I asked if they had a different fax number. As it turns out, these were supplemental bills which the town does not send directly and they needed to be faxed; I faxed in the documents in March. In early June, I receive demand for payment notification from the town indicating that if the payment was not received in 2 weeks, there would be additional fees. I was told that it would require an investigation that would take 2 weeks so I requested that it be expedited. The person told me they would submit that request. I called back a week or so later and was told that the parcel ID number on the bill was wrong and it would need to be straightened out before the bill could be paid. They said it would take another 2 weeks. This goes on and on for many weeks. I spoke with a Desi, Nathan, Laura, Sandy, Miss Roselyn and others - I stopped taking their names as it had become useless. I finally received a call at the end of July to let me know that it had been paid. It cost me an additional $100 in fees that they were unwilling to take responsibility for. When I finally received the notification, I called the town to confirm. The town had no record of payment (which I later found out that the only the request for payment had been submitted) and furthermore informed me that the regular tax bill had not been paid and was also late. It is now mid-August and I have yet to hear back. Now another payment was due on 8/1 that has also has not been paid.Desired Settlement: Pay bills on time. Take responsibility for the issue and pay for the late fees.

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 August 30, 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.

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: SunTrust has shortened its billing cycle from >30 days to < 3 days making it impossible to pay by due date. I received invoice on Friday 7-29-16 and due Monday 8-1-16. This practice will affect all sun trust customers' credit by tagging them as slow pay or in many cases as late due to the impossible due date. The SunTrust rep tried to give me the mumbo jumbo of paying by the 15th but that is not how I, the customer, do business. I have mortgages with 4 other mortgage companies who all have more professional business practices....thank youDesired Settlement: Return to their previous billing cycle of at least 30 days .

Business

Response:

Dear Mr. [redacted]:We have received and reviewed the correspondence that was forwarded to our office from the Revdex.com (Revdex.com) regarding the above referenced loan. We appreciate the opportunity to look into the issue raised and to provide a response to you. Please be assured that we do not encourage our clients to remit payments after the due date and we sincerely regret any inconvenience that a change in our billing cycles has created. In prior months, statements were produced throughout the month and based on certain activity or timing, a customer may have received multiple statements during a month. Based on the feedback we received over time, we have changed our scheduled monthly cycle to earlier in the month. Please accept our apology for any inconvenience you experienced during our statement cycle transition. SunTrust Mortgage, Inc. is committed to providing you excellent service and we appreciate and value any comments or feedback. If you have any concerns associated with the servicing of your mortgage loan, contact our 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. You may also access mortgage account information including statement information anytime through our Customer Care Net site at https://suntrustmortgage.customercarenet.com/ccn/stm/mymortgage.html#HOME. As a service to our clients, SunTrust Mortgage offers [redacted], which is our automatic payment service. [redacted] provides a convenient payment option that allows you to choose a day between the first and the fifteenth of the month for us to draft your banking account. There are no fees involved with this service. If you would like to enroll in this service, please visit our website or you may complete the [redacted] authorization form included with your monthly billing statement and mail it to us. If you have any concerns regarding this letter, contact our Mortgage Escalations Resolution Team at [redacted]. We are available 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,

Review: I applied for a loan modification in February. I have been sifted through so many different modification agents and told to submit the same documents over and over again. The previous agent failed to document certain submissions and the wait time for me to re-submit allowed my mortgage payments to become later and the outstanding balance built up too over $10,000.00. After several differnet agents, failure to commmunicate properly on my loan, I was told that I would not qualify due to a prior modification. AFter so much, I would thiink that Suntrust would have noticed that a previous modification was done and this could have saved a lot of time and build up of unpaid mortgage, late charges and credit score being affected. I have tried to make a payment online when I discovered that Suntrust continues to have my loan in loss mitigation - I was never told this even though I paid the over $10,000.00 balance since I didn't qualify. I asked to have my loan return to normal. The agent today said I would have to go trough a 45 day appeals process. I simply want my account to return to normal. I am afraid that Suntrust is going to make me lose my home. I have nothing in writing that I am clear of a short sale or foreclosure due the previous outstanding balance. I am VERY afraid and they will not send me an absolute word that my home is safe and I am not in jeopardy of losing my home. I have made a payment in a local branch, but the payment is not reflecting as of yet.Desired Settlement: I want Suntrust to put it in writing that there is NO short sale pending or foreclosure. I want to be sure that my home is safe. MY credit has been damaged because of the months of non-payment that I was not to pay due to the process.

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

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

[redacted] I understanding the account was delinquent, which is why I applied. However, this letter states my file was incomplete. I submitted everything I was told - I even had to submit it more than once. The agents changed OFTEN and I was even told they did not know why I was asked over and over again to provide a divorce decree after I said MANY times I was not divorce. The fact that the file was handled by so many people and seemingly everything I submitted - there was something to do. At this point I simply do not care - just as long I have in writing my home is not in danger of a short sale or a foreclosure. I'm am done and just have to deal with a mortgage company I detest. Thank you Revdex.com for your help.

Review: I paid off my loan a week ago and was told I will not receive my escrow money refund for 15 business days. When I asked if I will be receiving interest on my $8800, I was told I would not. After the loan has been satisfied and the taxes and insurance are paid at the closing table I see no reason for holding my money for that long. I have purchased many houses and paid off many loans and have never had a business hold my money that long without providing interest.Desired Settlement: Please refund my money immediately or provide interest to me as I have you for many years.

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 August 23, 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: Overdraft charges being taken out of my account illegally. After posting a bill pay wrong I was charged for everything outstanding.

After posting a wrong date on a bill pay account, they started overdraft charges on all outstanding transactions regardless of posting. 3 initial items cleared and when the "larger" charge came through wrong - even after telling them it was posted incorrectly, they proceeded to lump all the transactions together to make a bigger profit. I will pay the initial check charge for posting the wrong date but I refuse to pay the other and subsequently wrong charges because of the idiocy of their policies.Desired Settlement: Refund of all check charges pertaining to the fraudulent grouping of charges. Time and trouble re-imbursement for all fraudulent charges and the arrest of the CEO of the bank for instituting illegal fraudulent charges in the first place.

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding overdraft fees assessed to your above referenced account on October 7 ($[redacted]) and October 8 ($[redacted]). We appreciate the opportunity to respond.

Our records reflect that, on October 7, your account balance was $[redacted]. Three items were pending ([redacted] $[redacted], [redacted] $[redacted] and [redacted] $[redacted]), regarding your available balance to $[redacted]. Since there were not sufficient funds to pay check [redacted] dated October 3,2013 for $[redacted], ATM cash withdrawals for $[redacted] and $[redacted], and [redacted] items for $[redacted] and $[redacted], your account was assessed a $[redacted] overdraft fee for each transaction. This left you with a negative balance of $[redacted].

On October 8,2013 your account balance was negative $[redacted]. On that date the following transactions were presented and paid: [redacted] for $[redacted], [redacted] for $[redacted] and $[redacted] and [redacted] for $[redacted]. As there were not sufficient funds in your account to pay the items, your account was assessed a $[redacted] overdraft fee for each transaction. This left your account balance at negative $[redacted].

Based on this information and that items were presented for payment against insufficient balances, we have determined that the assessed overdraft fees were valid and will remain.

Please remember that once a check card debit transaction is authorized, a hold is placed on the client's account reducing the available balance. Funds on hold for pending check card debits cannot be used for other purposes even though the transaction has not posted against the account.

Generally, it can take between two to five business days for check card transactions to be presented for payment and permanently post to the account. For this reason, clients must maintain accurate account records noting all authorized debit transactions, including pending and credits to determine their available balances. Detailed information concerning this matter is included on pages 17 and 18 of our Rules and Regulations For Deposit Accounts and on our website [redacted].[redacted].

We want to be sure that you are aware of our website [redacted].[redacted], which contains helpful information on how to manage your account and avoid fees. You will also find useful information about our overdraft services and how to monitor your account activity when the balance gets too low or becomes overdrawn by setting up Email or Mobile Alerts.

As a suggestion, you may want to set up Overdraft Protection, whereby a protector account is linked to your transaction account to cover any shortfalls. Detailed information, including any fees, about this service is found on also found on our website [redacted].[redacted].

It is SunTrust's policy to offer and extend its banking products and services, including credit products, to any qualified applicant in a fair, responsible, equitable, and non- discriminatory manner, and in compliance with all applicable Fair Banking and Consumer Protection Laws. SunTrust is committed to fairly representing its products and services 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 Protections 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], we trust this information is helpful to you. If you have any other questions, please call us at [redacted].[redacted].[redacted].[redacted]). A representative will be glad to help you.

Sincerely,

Assistant Vice President

Executive Services

Review: I have had my mortgage with Suntrust for almost 8 years. My mortgage is due on the first of every month and incurs a late fee if paid after the 16th of each month. For the past several months if my mortgage is not paid on the 1st I start to get phone calls on the 3rd at least 10 times a day from the collections department. I pay my mortgage online and it takes a few days to post. At one point when I spoke to a representative and said I have paid it why are you calling, she proceeded to ask what was the issue of not paying it exactly on the first and did I want to keep my home! If I am paying it before the late fee will be charged I feel like I should not be harassed as I am by this company. Everyone has at least a 5 day grace period so for me to be bombarded with calls while I am work is unacceptable. It is also very rude to be questioned why my mortgage was late and if I wanted to keep my home. I have done research and it appears I am not the only one who is dealing with this issue from Suntrust. They have to be stopped.Desired Settlement: Unless I am in default and 30 days over due, do not contact me!

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 September 11, 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]

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Several months ago I filed a complaint with Suntrust in regards to harassing phone calls I receive from their mortgage department on a consistent basis. My mortgage is current but yet I receive letters and phone calls with their attempt collect a debt with the threaten of foreclosure. I have spoken to 4 different people who claim they have resolved this issue and yet I am getting contacted. THIS HAS TO STOP!. I work from home a lot and for my phone to consistently ring for NO REASON at all. I am starting to feel as if my first complaint is causing them to retaliate against me. For me to get calls with a recording saying they need documentation to stop foreclosure on my home and for representatives to ask me if I want keep my home is beyond wrong. I have done research on complaints against Suntrust and it appears this is something that they do. I am contacting you all again as well as the Federal Trade Commission to get this matter resolved. For me to be consistently harassed over a non issue is beyond aggravating and uncalled for. I never asked for assistance from them, yet they say I did. The word frustrated is an understatement to how I am feeling. For Suntrust to stop with the uncalled for threats and for them to stop calling me period. Get my account records straight and remove me from the so called automated system that is calling me.

Business

Response:

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. Thank you for the opportunity to research and respond to

your concerns.Our records indicate that in January 2016 your loan was

assigned a Home Preservation Client Representative (HPCR) due to the

delinquency. A request was submitted on March 31, 2016 to have the HPCR removed

from the loan.As information, your loan is a FHA loan. The current

owner/investor of your loan is SunTrust Mortgage, GNMA. The contact information

is: [redacted]. As of the date of this letter, your

account is due for the April 1, 2016 monthly mortgage payment. The current

unpaid principal balance is $119,596.19 and the current escrow balance is

$701.50. There are no funds in the unapplied “suspense” funds account at this

time.[redacted], if you have any questions regarding the serving of

your account, you may contact our Client Service Department at [redacted], Monday

through Friday from 8:00 am to 8:00 pm or Saturday from 9:00 am to 3:00 pm. A

representative will be glad to assist you.If you have any questions regarding this letter, you may

contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday

through Friday from 8am to 6pmSincerely,[redacted]

Review: I'm getting Overdraft charges with my bank at Suntrust. However, I have already opted for auto-transfer from my savings to keep from getting charges.

I have been getting numerous charges from my bank, even after contacting customer service by phone on my vacation in Texas, who stated I will not be charged. I then transferred 500 from saving to checking. Either way, I have a auto-transfer from saving to checking when checking get lower. I don't get charged until the past few months and not sure why. I've contacted Suntrust directly 3 times; 1 letter...3-4 calls. This is still an ongoing problem. I'm on Disability, along with my son who has a disability as well, and also I have a daughter...I raise both on my own. My income is [redacted] and month with 2 kids and having a disability, is very complicated at times, let alone dealing with repeatedly contacting Suntrust back and forth, without a resolution, is very frustrating. I've even wanted to switch banks due this unnecessary expense, at my expense. I cannot afford this continual oversight.Desired Settlement: please see above

Business

Response:

SunTrust has responded to our client but cannot share the response with the Revdex.com as no signed third party authorization was received.

Please close this case on your records.