SunTrust Mortgage

Review: I am a loyal citizen I have been leaving in US for last 25 years I have a property at 23 Irma ave that I purchased it in [redacted] My wife lost her job in 2012 and last year my father was diagnosed with metastatic cancer that has caused more financial and emotional stress in every aspects in my life! I am paying 6% interest for my mortgage I hired [redacted] to help me to get lower rate through loss mitigation assistance to be able to get break from interest so I can continue to provide food for my family and to pay my bills and have a roof on my head. It has been two plus financial year that I have been waiting.

I pay my bills on time I have been only behind one payment which is $2,805.83 back 16 months ago Sun Trust Mortgage Co. have done nothing but ruined my credit history. They have been charging me $350.00+ interest a month, they are demanding to pay $17,227.55 to bring the account to current with no sign of HELP which I am only behind one months $2,808.83 ! other than unjustified wrongful information and demand for payment..

They are not helping they know I pay my bills they don't want to adjust my rate they are milking the money and ignoring!!! I am asking to get fair treatment that I can continue to pay my commitments my bill instead they are hurting me financially and messing up my credit history!!!Desired Settlement: I pay my bills on time I have been behind with my payment one time 16 months ago for $2,805.83 since then they have been charging me interest up to $350.00 a month. Sun Trust Mortgage Co. have done nothing but ruined my credit history they are demanding to pay $17,227.55 which it is one month payment and the rest interest to bring the account to current with no sign of HELP!

All I am asking to lower my rate that I can breath and pay my bills instead they messed up my credit history and are asking for my roof...

I am contacting you to get my voice out there for help! To get a better rate and clean up the accounting mistakes and clean up my credit history.

Please Help!!

Business

Response:

Re: [redacted]

Case number: [redacted]

Dear [redacted]:

We received your correspondence regarding the above

referenced case. Because you did not include a signed authorization form from

the client, we are unable to provide you a copy of our response to the client

dated June 20, 2014. Upon receipt of the signed authorization form, we will

gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Sincerely,

Business

Response:

Dear

Mr. [redacted]:We have

received and reviewed the correspondences

that were forwarded to our

officefrom the

Revdex.com (Revdex.com)

and the Consumer Financial Protection Bureau(CFPB) regarding the above referenced loan. We appreciate the opportunity to

look intothe· issue raised and to provide a response to you.Our records indicate that we have received and reviewed the loss

mitigation applicationsthat you

submitted for payment assistance. We were unable to approve

your loan for aloan modification. However, we have offered you several Repayment Plans in whichyou declined.On June 17, 2014, [redacted], Mortgage Escalations Specialist, spoke to theauthorized third party, [redacted] with [redacted] and discussed the previousloss mitigation

reviews of the loan. Ms. [redacted] informed Ms. ** that she was gatheringthe necessary

documents to re-apply for assistance which would include your spouse'sinformation since she was not included in previous considerations.Additionally, [redacted] explained that the total past due amount of $17,227.55 stated on theJune 2, 2014 Repayment Plan Agreement was incorrect. We regret this oversight andany inconvenience caused. The

corrected agreement was mailed to you by FederalExpress

on June 18, 2014.We have reviewed your concerns about the negative information on your credit reportregarding this loan. We are required to report credit information accurately to

the creditreporting bureaus to which we report ([redacted]). Our review ofthe loan history revealed that our reporting to the credit bureaus has been

accurate;therefore, it cannot be changed. It is SunTrust's policy to offer and extend its banking products and services, includingcredit products, to any qualified applicant in a fair, responsible, equitable, and nondiscriminatorymanner, and

in compliance with all applicable Fair Banking andConsumer Protection

Laws. SunTrust is committed to fairly representing its productsand services and honestly and transparently disclosing

the costs and fees associatedwith such products. Our goal is to provide value to our clients, protect their interests, andassist them in selecting the products or

services that meet their

needs. To that end, wescrutinize our disclosures

to ensure that they are clear and understandable; verify thatinfonnation provided to our clients is

complete, clear, and accurate; and listen to ourclients' expressed needs. We provide comprehensive training to our employees and weperform ongoing monitoring to ensure compliance with Consumer Protection Laws andRegulations.Every SunTrust employee is responsible for ensuring adherence to Fair Banking andConsumer Protection Laws and Regulations. We take allegations of unfair, deceptive, orabusive acts and practices seriously and do not tolerate these actions from anyemployee. This statement is applicable to all

aspects of providing banking

products andservices, including, but not limited to, approval, pricing, and servicing.Mr. [redacted], if you have any

questions regarding the loss mitigation

process, you maycontact [redacted] at [redacted] If you have any questions

regarding the informationpresented, you may contact our Mortgage Escalations Resolution Team at[redacted], Monday through Friday from 8 a.m. to 6 p.m., ET.Sincerely,[redacted]

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

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

Regards,

+All what Sun Trust have done is a curtsy call for admitting that they have been wrong with calculation.

Review: Failure to 1. stop check fraud, 2. refund fees in a timely manner, and 3. close my account to prevent further fraud A female in [redacted] has stolen my checking account information and printed checks using that information. She has presented 3 bogus checks totaling $3400.00 towards my account resulting in $216 in fees. After the first check was presented I tried to close the account so no further checks could be written and was told they could not close the account because there was a negative balance but that they would "flag my account" to prevent future bogus withdrawals. Two days later my account was hit again with 2 more checks. I tried again to close the account and was told I would have to go into a branch to do so. I still have fees on my account.Desired Settlement: I want the money put back in the account today including the $180 in fees. And I want the account CLOSED>

Business

Response:

Re: Revdex.com complaint #[redacted]

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 in your records.

Review: I purchased my home in 2007. Approximately a year later,my husband was laid off,so we tried to get a loan modification. We applied via a lawyer and they sent us trial payments. The paperwork stated it would take approximately 4 payments and then it would be modified. It never happened. When I called, they stated to continue to pay the trial payments and at the end everything would be restored and I credit would be ok. So I did. Approximately in 2011,they sent my trial payment back and said they would not except anymore payment,because they was foreclosing.I asked why since we did not miss any payments. They told me,I was not paying my full payment. I stated I paid what I was told to. Then then said maybe they could help and do a modification. I stated that's what we were trying to do. They then sent us papers for a modification that was higher than the original papers we signed. I told them I could not pay it, they said they were going to foreclose. I stated what about a deed-in-lieu instead. They said they would. They sent the papers and said they would do it,if we moved out by 6/5/2013. So we moved out. Since then they keep telling us they are still reviewing it, but they are still working towards doing it. Someone called me this morning 9/30 to tell me they will only do it if I sign a paper stating I will pay $70,000 to them. I told her that does not make any sense. So we do not have the house and you want me to pay $70,000. She said yes.After review again, they decided that. I told them that is unacceptable and I will not pay that. They have strung us on for years. We want to settle this. I feel they are not trying to work with us, and the original paperwork I feel was predatory lending.Desired Settlement: We want to figure out a solution. They can have the house, but I want my credit restored and a investigation into there practices, and compensated for them being unwilling to work with us and give us all our options up front.

Business

Response:

This letter is in response to the correspondence we received from the Revdex.com dated September 30, 2013 regarding the above referenced mortgage loan. We appreciate the opportunity to look into the issue raised and provide the following response.

Our records show that you were approved for a trail modification plan on August 11, 2011 and you declined the offer on August 25, 2011. We reactivated your loan for modification review on November 23, 2011 and you were approved for trail modification plan on February 14, 2012. In June 2012, we reexamined the trail modification plan and requested updated documents and you were approved for trail modification plan on June 18, 2012.

You contacted us on August 15, 2012 and informed us that you did not want the loan modification and instead wanted to pursue a deed in Lieu (DIL) of foreclosure. We spoke with you again on February 1, 2013 and requested updated financial documents and again on February 27, 2013, March 1, 2013 and March 18, 2013. We received the documents on March 21, 2013 and your deed -in lieu was approved on April 18,2013. On May 8,2013 we noted the title search revealed two additional liens recorded on your property. The approval letter issued to you in April stated prior to final execution of the deed, the property had to be vacant and certain investor conditions had to be met.

Our records show that we spoke with you on July 15, 2013 about the liens and you indicated that you would call us back. We called one of the lien holders , [redacted]on September 3,2013. [redacted]agreed to accept a payment in the amount of $1800 to release the lien.

We were then informed you on September 20, 2013 that the ground rent in the amount of $54 needed to be paid prior to the finalization of the Deed in Redemption documents. On September 25, 2013 the Deed-in-Lieu was submitted to your investor, [redacted]for approval of the $1800 payment to release [redacted]. [redacted]approved the DIL with the condition of $70,000 Promissory note. We denied your DIL application on September 20,2013 because you did not agree to the promissory note.

Our records further show that [redacted] a mortgage escalations specialist called you on October 3,2013 and you told her that you moved out of the property on June 5,2013 and you are currently paying $1000 rent per month. Since this information was not submitted to your investor [redacted] requested updated financial information and told you when she receives the updated information she will then submit the DIL application to [redacted].

Please note that once we have completed the DIL application review, the Credit Dispute Department will render a decision on your credit reporting.

It is SunTrust policy to offer and extend its banking products and services, including credit products, to any qualified applicant in fair responsible, equitable, and discriminatory manner and in compliance with all applicable Fair Banking and Consumer Laws. SunTrust is committed to fairly representing its products and services 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 serving.

[redacted]if you have any questions or concerns please contact [redacted]at [redacted]. She will be glad to assist you.

Sincerely,

Review: Suntrust needs to stop sending me junk mail. My mortgage is with them - not by choice, but their customer service is so horrible there is absolutely no way I'd also get a HELOC with them. Earlier this year, they failed to apply my mortgage payment and despite FOUR attempts and multiple complaints to get a CORRECT statement, some stupid woman in the executive office just kept sending the WRONG one. How do they have time to print junk mail but can't properly apply my payment or send a CORRECT statement??? It's completely unacceptable and it needs to stop. The only thing I want from them is a CORRECT statement every month including when my pay my escrow shortage and they still send statements showing I owe the higher mortgage amount. There is something very wrong with these people and how they handle my money, but unfortunately I'm stuck with them and they know it.Desired Settlement: I want them to only send CORRECT mortgage statements every month and NOT junk mail for other services.

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 December 28, 2015. Upon receipt of thesigned authorization form, we will gladly share a copy of our response with your office.

Review: I knew I was going to be late on a payment for April 2013 and that my husband who works for [redacted] lost pay, so I wanted to also see about getting a refinance done to lower the payments. I contacted the person on my statement. After several phone calls, I was able to get through and told him the situation. That I was going to miss a payment and that I really needed to refinance to lower our payments due to income loss. He said to send him a email. I sent the email 4/23/13. I didn't hear back from him, for about a week and a half so I sent another email asking if I was to call him and he replied that he was working on it and would get back to me. So again I waited. I finally called another local office and his number inquiry what was going on. Finally I reached another guy at this office in Saint Simons, Ga and he informed my husband that the gentleman we were dealing with was let go. We wanted to know why no one let us know that and what were they going to do with the paperwork he was working on. He said he would get with the manager and get back to us. Again no return calls. I now received a threating letter about my house going into foreclosure. I called the 800 number and was informed it was not anything to do with them and that since I lived in Georgia my house forcloure could be accelerated unless I paid. they asked about why I did not make the payment and I told them about the loss of income. They then told me I could repay but adding a additional 300 on my payment for the next 5 months. I said if I didn't pay last month because of loss of income how would I make a payment with another 300 added to it? I wanted to then do a loan modification but they said there was no set time for that to be done. Meanwhile because I in good faith thought we were be "taking care of" by the [redacted] group, I now am in a bad position. of losing my home, thanks to negligence on Suntrust to me.Desired Settlement: I would like my house refinance with a lower payment as the guy stated he was working on it, along with a better repayment or deferred payment from the month April. I will be making this months payment. I did what I was supposed to due in good faith and Suntrust dropped the ball and no one seems to care. I just want to avoid a foreclosure on my home!!!

Business

Response:

Dear Mr. and Ms. [redacted]

This letter is in response to the correspondence we received from the Revdex.com Serving Central Virginia, Inc. regarding the above referenced loan. We appreciate the opportunity to respond to your concerns.

You stated that you spoke with a representative at our office in Saint Simons, GA about refinancing your loan and he did not contact you afterwards. We regret that you did not have a positive experience. Your comments are important ot us, and they have been forwarded to the appropriate management areas for review.

You also mentioned loss mitigation assistance in your correspondence. In order to review a loan for loss mitigation assistance, we must have a complete financial package with all required financial documentation. Please know that it may be necessary to request additional and updated information during a review. Ms. [redacted] of our Loss Mitigation Department contacted you on May 22, 2013 and provided you with a list of financial information that we need before we can review your loan for any loss mitigation assistance options that may be available. Ms. [redacted] contacted you again on May 28, 2013 and provided you with a list of information we still need for the review. Once Ms. [redacted] receives the requested information, she will complete her review of your loan. She will contact you if any additional information is needed, as well as once a decision regarding eligibility has been made. If you have any questions regarding the review, please contact Ms. [redacted] at [redacted].

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. Every SunTrust employee is responsible for ensuring adherence to Fair Banking and Consumer Protection Laws and Regulations. We take allegations of unfair, deceptive or abusive acts and practices seriously and do not tolerate these actions from any employee. This statement is applicable to all aspects of the credit process, including, but not limited to, credit approval, pricing, and loan servicing.

Mr. and Ms. [redacted], if you have any other questions regarding your loan, please do not hesitate to contact our Client Services Department at [redacted], Monday through Friday from 8 a.m. to 8 p.m. and Saturday from 9 a.m. to 3 p.m. ET. A representative will be glad to assist you.

Sincerely,

Officer

Executive Services

Review: Its is now more than 80 days since I initiated a refinance of my home with SunTrust - with whom I currently have the mortgage on the home I'm refinancing. Stellar credit scores, perfect customer history with them, greater than 50% LTV,etc. Simple refi for the final 10 years on my mortgage. Easy right?

Why does it take 60 days to close for the above conditions with your existing lender to begin with? Don't know, but they had the best rate and I was lead to believe no issues. Proactive communication very poor after initial processing. As 60 lock window approached, still little planning information. Just a note in their system that my window had been extended due to processing delays. No offers of compensation for the lost value I experience each day I wait for this to close.

I ask questions, I don't get answers. I ask for escalation, I don't get that either. Ridiculously poor communication and service. I've initiated a loan with a different lender and we'll see who closes first.Desired Settlement: I expect a call from supervision when I ask for it. I expect 2 weeks advance notice of closing to see if I can accommodate since I travel frequently on business. I expect my quoted rate will not rise past my original quote, regardless how long it takes SunTrust to close. I expect monetary compensation for the lost value to me for each day past the 60 day closing window for this refinance. I expect SunTrust to pay for another appraisal should the one they forced me to pay up front expire. I expect to be treated like a valued current and future customer.

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 4. 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]

Review: We had mortgage with Suntrust and house was foreclosed in 2010. We are now applying for new mortgage loan. Mortgage officer tells me that credit information lists foreclosure was in 2013. Called on 6/9/2015 to ask that Suntrust send me a letter stating that the foreclosure was in 2010 and that we no longer have an account with Suntrust. Called again on 6/20, 6/23/and 6/24 with no results. Only said they are "investigating". Called Georgia Attorney General's office on 6/24 to complain about erroneous information on credit reports and lack of timely response for mortgage application. [redacted]Desired Settlement: Immediate (within 24 hours) letter faxed or emailed to me stating that the Suntrust foreclosure was in 2010, not 2013 and we do not have an account or balance with Suntrust. Correction to credit reports to follow as soon as possible.

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 8. 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

Horrible customer service on physician home loans. They preapprove every doc to try to capture their business, then deny them at last minute if they are on an income guarantee for one year and/or have any open malpractice suits against them, even if the doc is insured. They do not tell you upfront their underwriters will not give final approval to a doctor loan if you have any open medical malpractice suits against you and/or are on an income guarantee of only one year. They are unreasonable, wAste your time asking for explanations, and preapprove you without looking at your contract (my broker had my employment contract for over a month before he told me my one year income guarantee was too risky). DO NOT APPLY for a doctor loan with Suntrust. They may at the last minute not approve it, even if you have been preapproved to make a bid and even if you have provided them with your employment contract a month ahead of time. According to John the broker and Lakiesha the servicer, they will not provide any physician loans to docs named in suits, because, according to them, your medical license may be revoked. Any doctor reading this knows this is not how it works. If you want a physician loan, go to a company that has experience and understands how doctor employment contracts work and understands that malpractice cases rarely put doctors at any financial risks of they have malpractice insurance. I found another loan with a small local reputable bank for similar terms, although not as good an interest rate in 2 hours. Thankfully I had visited this banker in person before trying to get a mortgage with Suntrust.

Review: When the account was set up the lady told me I could use a pre-paid debit card to make my deposit. After its accepted I now owe money.

I opened this account over the phone, I told the lady that I had a prepaid debit card and she said it was fine. The payment was accepted then days later I owe you over 100.00 dollars. This is the worst experience I have ever had with a bank. Your associates are extremely rude and not willing to help. My account should have a positive balance in my account. If this issue is not resolved I will involve the law. My lawyer will pursue your company if you all do not bring the account to a zero balance and cancel.Desired Settlement: I deposited 100.00

I should have a positive balance of 3.48.

I want this account to be cleared to a zero balance and I want to cancel the account.

If you do not revolve this issue that occurred because of your associates not doing their job correctly the law will get involved.

Business

Response:

Dear Ms. [redacted]: We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding your experience after you opened your above referenced account. We appreciate the opportunity to respond . .Your comments regarding the service you received from our representatives are Important to us. Sun Trust's goal is to provide exceptional service to everyone, and we regret that we fell short of this goal for you . Our records reflect that, on April 20, 2015, you opened an account over the phone. The account was funded on April 23, 2015 with a deposit for $100 from [redacted]l Association. On April 26 and 27, 2015, debit card purchases that were made at [redacted] ($61.49) and [redacted] ($30.06) were presented and paid. Your end-of-day balance on April 27 was $8.45 On April 28, 2015, the $100 deposit was returned (copy enclosed) and debited from your account. This left you with a negative balance of $91.55. Also, on that date a $12.50 returned item fee and a $36.00 overdraft were debited from your account, which left an end-of day balance of negative $140.05. A Shell Oil debit for $5.92 was presented and paid on April 30, 2015. Because you declined overdraft coverage, there was no overdraft fee assessed. The April 30, 2015 end-of-day balance was negative $145.97. On May 1, 2015, as a courtesy, we refunded the $12.50 returned item fee and the. $36.00 overdraft fee; this left a negative balance of $97.47. On May 5, 2015, because the account remained overdrawn for seven consecutive days, a $36.00 extended overdraft fee was assessed. This left a negative balance of $133.47. On May 11, 2015, a $1.00 deposit was credited to your account, and on May 15, the extended overdraft fee of $36.00 was refunded, leaving you with a balance of negative $96.47. This communication is an attempt to collect a debt and any information you provide, whether written or verbal, will be used for that purpose. However, if your debt is discharged in bankruptcy or you are protected by the automatic stay in a bankruptcy proceeding, SunTrust recognizes that you may not be liable for this debt and this letter Is not an attempt to collect a debt but Is being sent for notice purposes only. Because the account is currently overdrawn, we ask that you please make a deposit as soon as possible to bring the account to a positive or zero balance. Doing so may prevent the account from being closed with an owed balance and reported to various consumer reporting agencies. We want to be sure that you are aware of our website suntrust.com, which contains helpful information on how to manage your account and avoid fees (see Banking---.Personal Checking-4Account Features-;.Qverdraft Services---.Facts About Banking). You will also find useful information about our overdraft services. As ~ 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 our website (see Banking-4Personal Checking---.Account Features-40verdraft Services). You may also monitor your account by using our Online Banking service and receive Email or Mobile Alerts when the balance gets too low or becomes overdrawn. Instructions for signing up for these services are also found on our website and when using our Online Banking service. Ms. [redacted], we hope the information provided is helpful to you . If we may be of further assistance, please don't hesitate to contact us via your Online Banking Profile, call us at 800.SUNTRUST (800. 786.8787) or visit any SunTrust branch. Our representatives will be glad to help you. Sincerely, [redacted] Assistant Vice President Client Advocacy 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.

This is the fault of the Suntrust employee who set up this account, who should my lawyer contact?

Regards,

After several years with the mortgage service, I suddenly saw an additional escrow fee starting to occur on monthly bill. It took me nearly 1.5 hrs on one customer service call dealing with 3 different individuals to get to the reason Suntrust put the escrow charge. No notification was ever given to me prior to them starting - the CS agent stated that reason was in their policies. They are essentially taking a minor issue and blowing it up to gain escrow cash-flow to make money off of - completely undermining my trust in this organization which I have several rental properties set up with. I think their way of escrow triggers off of buried policy details borders on illegal consumer behavior. Having talked with others who worked at insurance companies, I've learned this is a business practice to make money - didn't think Suntrust would be like that by I will be looking to move my accounts elsewhere.

Review: Mortage has been in default since 2007 - 2008. The bank has not given closure to the mortage in reference to a deed in Lieu. I as a consumer feel like I am a hostage to the bank for 7-8 years. There is no communication and the treatment is unethical. Both items have been written off; therefore, yielding a deed in lieu. The bank has been fined and sited for un-ethical practices.Desired Settlement: Deed in Lieu and settle/closure of default.

Business

Response:

Dear Mr. [redacted]: We have received and reviewed the correspondences that were forwarded to our office from the Consumer Financial Protection Bureau (CFPB), Revdex.com (B66) as well as the Florida Office of Attorney General regarding the above referenced loans. We appreciate the opportunity to look into the issue raised and to provide a response to you. Our records indicate that on December 11, 2011, a short sale with a conditional deed in lieu of foreclosure was issued through February 6,2012, On February 6,2012, the realtor requested an extension which was approved through April 20, 2012. The short sale approval with a conditional deed in lieu expired on April 20, 2012 and is no longer valid. Due to the delinquency, the unpaid principal balance of the first mortgage lien ([redacted]) was removed from our system on May 9. 2012. The last payment applied to the loan was the January 2011 payment. As of January 8, 2015, the second mortgage lien ([redacted]) has been extinguished or forgiven. This means that any payments related to this account number are no longer required. Mr. Torres, for more information regarding the recovery of the first mortgage lien, you may contact our Recovery Department at [redacted]. If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted]. Monday through Friday from 8 a.m. to 6 p.m. ET. Sincerely, [redacted] Officer Mortgage Escalations Resolution Team

Business

Response:

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

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.In reference to the records that reflect a charge off on May 9, 2012 is un true. Charge off was done much later. Once again and I make clear that so much time elapsed because of the "clouds" and inconsistancies that were found on the closing documents and title to the property. This is why everything was held. The "clouds" that were found was information that was omitted as well as names to kep personnel that were ommitted. I believe that the Revdex.com should look into it further as well as contact the CFPB for further detail I have a very large file that I can start sending to all parties involved for further processing and review. The only closure that I ask for og Suntruist is a Deed in Lieu. I do not believe that I was treated fairly. You further mention on your letter dated February 25, 2015 to contact the Recovery Department but I do not appreciate being hung up on. Your department did not resolve anything when I called them February 6, 2015. You have very unprofessional employees working at this department that do not do any justice in assisting with an issue. Please advise as soon as possible when a Deed in Lieu can be given to finalize the transaction.

Regards,

Review: company will not let you file to see if you can qualify for any loan modifications or any help they claim they never received the paperwork after 40 times of sending it over the past 3 months I have send it through the mail certified and I scanned copys from a computer they claim over and over again they didn't receive the paperwork I have ample proof that I've sent it too many times this company won't help seems like a loan modification scam I've had problems with trying to do this since 2010 since I lost my job and was on unemployment seems like they just stall you for months so they can foreclose.Desired Settlement: that the company starts taking the paperwork and doing ethical moral correct thing they know this is unfair business practices before the complaints have to go further because I think this is a government law.

Business

Response:

Dear [redacted]:

We received your correspondence regarding the above

referenced case. Because you did not include a signed authorization form from

the client, we are unable to provide you a copy of our response to the client

dated May 23, 2014. Upon receipt of the signed authorization form, we will

gladly share a copy of our response with your office.

Thank you for contacting SunTrust.

Review: I'm entitled to a $5000.00 payment from a settlement between the United States Department of Justice and SunTrust Mortgage, Inc. The payment is being administered through a payment agent ([redacted]) This claims administrator agency ([redacted]) tells you that they mailed your check but it's a lie, they don't. This happened a few months ago with another check I was waiting for months until I contacted the Revdex.com and thank to your agency (Revdex.com) they sent me the check,. Now they are playing the same games, had me waiting for months. They sent me an email saying that they mailed my check on 10/15/15. See email below:

Dear [redacted],

Thank you for your email.

Your Release was received and processed by the Claims Administrator. SunTrust has approved payment per your Release and you have been sent your check for $5000.00 was mailed 10/15/2015[redacted] Claims Administrator

Please help me get my check!!! Thank you!! They won't send it unless your agency gets involved.

Sincerely,

[redacted]Desired Settlement: Please mail my check.

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 December 1. 2015. Upon receipt of the signed authorization form,

we will gladly share a copy of our response with your office.[redacted], if you have any questions regarding this letter,

you may contact our Mortgage Escalations Resolution Team at [redacted], Monday

through Friday from 8am to 6pm ET.Sincerely [redacted]

Review: This mortgage company bought out my mortgage company... then tried to collect an additional two months of escrow. When I called to try to remedy the situation-- they said there was nothing they could do. They would rather see me go delinquent on the payment instead of working with me for a solution.

Customer service representatives were rude and gave me the run around. When they were supposed to call back they didn't and did not show any concern until I asked for a payout to switch companies.

They did put me in touch with a department that supposedly handled these "sensitive issues". But that department only placated me while speaking with them on the phone then sent a lengthy letter saying there is nothing they can do.

When I finally called to get my escrow payout after receiving a letter saying my balance was $0.00-- the customer service representative was rude and condescending.Desired Settlement: That the public know about their horrible procedures and unwillingness to work with people. And that their customer service is horrendous.

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 October 29. 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]

Review: I filled out a mortgage application with Suntrust on August 2nd, 2015 with officer [redacted]. I provided him with paper copies of all documentation and told him I work part time with and make 40K + (had all the pay stubs available ). The refinance amount I was requesting was $108,000. I paid the appraisal and was told to just wait. Thats is when my whole ordeal with Suntrust ensued. I got a letter from IRS showing where [redacted] has sent my tax request in with the wrong zip code and they would not provide Suntrust my tax info. On my loan application he input all my information incorrectly but ensured me that did not matter too much. At this point I get a call from [redacted] notify me that she will be taking care of my loan. After that one phone call dead silence from [redacted] and [redacted]. A month later I decided to contact [redacted] to check the progress of the loan but no reply. I tried contacting her by email, phone, left a message but nothing. I called the office in which [redacted] works and the employee that answered said she is right here next to me let me hand her the phone. That employee comes back and tells me that she is unavailable to speak because she is training. I was furious at this point. Fast forward another 20 days still no contact from [redacted] or [redacted]. I contacted their manager who forced [redacted] to give me a call and he informs me that because I work part time its a problem (should have told me this during the application process).Then he tells me that my debt to income is too high (my debt is 5000 student loan and $7000 on my car).Turns out Suntrust underwriting averaged my income wrong .2 months in they got everything from my zip code to my income to my employment status wrong and worst of all there is no communication.Finally a manager gets involved and request my college diploma and a number to send a employment verification sheet too. One week later I get a letter that my loan is denied but no disclosure of numbers they used. Stay clear of Suntrust.Desired Settlement: I would like the $462.50 back that I paid because of the incompetence shown by the suntrust employees. They butchered this whole process by making critical mistakes in my income calculations and failing to disclose information up front. The original loan officer put in incorrect information in my application, the underwriting department calculated my income wrong and communication was non existent. They waited to tell me the rules about part time employment after I paid and waited 50 days. Only means of communication was through email. It was easier for them to send me a denial letter than actually work on this loan.This whole process was a nightmare and I demand the refund as fast as possible. Suntrust showed that they truly do not care about individuals and profit is the only thing that matters.

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 October 16. 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:

[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: After getting a refinance on my home at the end of March 2014, with a reputable mortgage company unlike SunTrust Mortgage... SunTrust was to send me the remainder of the balance left in escrow, of which they sent me a check(no breakdown of amount -just sent the check minus $69.57PMI which I do no owe them)Suntrust kept an additional payment of $69.57 PMI,trying to say that they were using this money for arrearage of PMI for April 14 on the phone when talking to a suntrust representative -for which I had no mortgage with this company in April and later after summitting a written request for the return of this money on 5/23/14, they continued to act as though they were researching this request and on 6/19/14 I get a letter(again no payment breakdown, etc.) stating they "used this premium for the March 14 PMI premium as payments are paid in the arrears" which is a lie since I went down the payment list for every month and there were no arrearages. I had already been sent a check in the amount of $183.49 on 11/8/13 as a escrow refund from completion of a Ch 13 Bankruptcy and have a letter from a Suntrust Rep to the court stating all payments, arrearages had been settled.(Do you think if I owed them, that I would have gotten the full amount of $183.49) Because Suntrust is such an UNETHICAL company that has to be sued over and over again: $968 million dollar "excessive problems" lawsuit, $21 million dollar discrimination lawsuit, $300,000 [redacted] lawsuit, and fines to be paid to the government..(I could go on) I DO NOT believe one word these people say, I would like "my" money returned that is owed to me. I would never get a Mortgage from this company nor suggest any of my friends to ever get Mortgages with Suntrust..Desired Settlement: I would like for Suntrust to pay me what they know they owe me. ACCT# [redacted]

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.

We regret that you were unhappy with our previous response to your inquiry regarding the [redacted] ([redacted]). On June 25, 2014, we received notification from HUD that a refund will be sent to SunTrust Mortgage, Inc. in the amount of $69.57. Upon receipt of the refund, we will issue a check to you.

[redacted], if you have any questions regarding the information presented, you may contact our Mortgage Escalations Resolution Team at [redacted], Monday through Friday from 8am to 6pm, ET.

Sincerely,

Officer

Mortgage Escalations Resolution Team

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: The car loan account was sent to repo for the collection of car without my knowledge or making me aware. I called Suntrust in Jan between the week of 1/1-110 to find out if my car loan amount was up to date because my mom was making the car payments. The Suntrust rep, April, told me that there were no outstanding balances on the account only for the month of Jan. Since I was late but still had time because of the grace period I opted to mail in my payments instead of paying a $15 telephone fee. I called Suntrust again during late Jan because the car payment check I mailed did not clear from my bank account. The Suntrust rep, I cannot remember his name, stated that all transactions were pending due to bad weather. On Jan 31, 2014 as I was leaving for work the repo man was outside my house trying to collect the car without any notification from Suntrust that they did not receive my car payment for Jan. When I called in Jan to inquire about Dec I was told no outstanding balances were due. I called SunTrust on 1/31 after work at 6:22pm to inquire about what happened I was told that Dec and Jan payment were not made and the account was delinquent 52 days. I explained to the rep that I called in Jan twice 1) to verify there was no outstanding balance and 2) the receipt of the check I mailed, the rep stated there was no documentation in their account. On Monday 2/3/14 I spoke to another SunTrust rep at 8am, Anthony, who told me he cannot accept my debit card to make a payment and there needs to be a wire transfer and call him after 2 hours to ensure it came through and the repo order will be lifted. I follow the instruction I call the Sun Trust rep and he stated to call him after another 2 hours and I followed. When the Sun Trust rep finally acknowledged the wire transfer he stated it would take 3 weeks for it to process my account and lift the repo order. I asked him why and he stated that was the process and when I called again to verify everything was being documented it seems it was not. I asked about my credit report and the rep stated it was my fault and nothing can be done.Desired Settlement: DesiredSettlementID: Other (requires explanation)

SunTrust rep was not trained properly to handle my phone. Sun Trust should own up to their mistake. And refund any late and extra fees they have charged me because of their error. Especially no documentation until I requestedSun Trust should remove the delinquency from my credit report since I called and verified about outstanding payments. They should check recorded phone calls to investigateSun Trust should invest in technology to give consume

Business

Response:

Dear [redacted]

We have received and reviewed your correspondence forwarded

to us from the Revdex.com regarding the collections and repossession activity for the

above referenced loan. We understand your frustration in this matter and

appreciate the opportunity to respond.

You stated in your correspondence you spoke with a SunTrust

representative in the beginning of January 2014 regarding the balance due on

the account. You also stated that you mailed us a check in January 2014.

Regrettable we found no record of the call or receiving a check payment in

January 2014.

We also do not show that a payment was received in December

2013. We made over 50 attempts to contact you at [redacted] and [redacted]

between December 21,2013 and January 27, 2014, but were unsuccessful. On

January 2, 2014, we sent a letter to the address of record asking that you

contact us to discuss payment arrangements. We also placed a notice on your

door on January 17, 2014. In January 28, 2024, the account was approved for

repossession because it was 50 days past due.

On February 3, 2014, we received your payment bringing the

account up-to-date. We cancelled the repossession order and assessed a

cancellation fee of $165. On February 7, 2014, a second $165 fee was assessed,

but was waived once we completed the cancellation process.

As a suggestion to avoid pate payments in the future, we

recommend signing up for our automatic draft service. [redacted] is an

Authorization to Change Deposit Account For Consumer Loan/Line Payments. If you

are interested in setting up automatic payments from a deposit account ay your

preferred financial institution, please complete the form and fax or mail it to

the number/address shown on the bottom of the form.

You also requested that we remove any negative credit

reporting for this loan. Based on the enclosed payment history, the reporting

of the account is accurate. However, we did report the repossession activity. If

you have not already done so, you may dispute the reporting directly with the

consumer reporting agencies, and also add a consumer statement to your direct

file. In the consumer statement, you may explain the reasons for the reporting,

and any creditor or potential creditor will see your consumer statement with

they access your credit file.

We regret that you were not satisfied with the service you

received when you contacted us on January 31, 2014 regarding the repossession

order. Please be assured your comments were forwarded to the appropriate management

area.

[redacted], we hope this information is helpful. If we need to

update our records with your current telephone number(s) or if you have any

additional questions regarding this account please contact our Loan Servicing

Department at [redacted]. A representative will be glad to assist you.

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: [email protected].

Regards,

sorry for not responding, I am satisfied with the findings. Thank you for all the work and time dedicated to resolve this case.

Review: I began a FHA streamline refinance some 9 months ago. It started with them telling me it should take a maximum of 60 days. Many many weeks go by, I provide all the required documents etc. Now it is many many many MANY months later. I have problems with returning phone calls or emails. I spoke with multiple banks regarding this issue and everyone I spoke to promised me they could close a refinance in 2 weeks. Suntrust has taken so long that my lockin rate has expired multiple times and gone up each time. I keep getting conditional approvals from underwriting. I meet their conditions each time and then nothing..... weeks go by again. Where is the incentive for suntrust to close this mortgage that they are wasting so much of my time and interest payments. This mortgage should have been closed months ago and thousands of dollars ago. I have made the last two mortgage payments the month prior that they were due because I was told if I made the payment then we would go to close. Now I keep getting notices saying the underwriter needs another document. To top it off the new laws and regulations dont require any of this, If I had applied for this refi a month ago it would already be closed. When does a bank start treating us like customers instead of someone they got on the hook.Desired Settlement: I want this mortgage closed now

Business

Response:

Dear Mr. and Ms. [redacted]:

This letter is in response to the correspondence we received from the Revdex.com Serving Central Virginia, Inc. regarding the above reference loan applications. We appreciate the opportunity to respond to your concerns.

We always strive to close loans in an efficient and timely manner. However, historically low mortgage interest rates continue to drive high mortgage volume. This has impacted the time required to process and close mortgage loans. We continue to look for ways to improve the mortgage loan process for our clients and appreciate your taking the time to share your feedback.

Our records show that [redacted] applied for a refinance loan in October 2012 ([redacted]) at a rate of 3.75%. During the review process for this loan application the interest rate did not increase. This loan request was denied in February 2013 for insufficient income. A Notice of Action Taken and Statement of Reasons-Statement of Credit Denial date February 14, 2013 was sent to your mailing address listed on the loan application.

On February 28, 2013, we took an application in the names of [redacted] and [redacted] for a refinance loan at an interest rate of 3.99%. However, the rate is currently at 3.75% as indicated in the Good Faith Estimate that was issued on March 26, 2013. The loan request was conditionally approved on April 10, 2013. All of the conditions have been provided as of may 22, 2013 and the loan has been cleared to close. We apologize for any inconvenience that you may have experienced during this process.

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 te 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.

Mr. and Ms. [redacted], if you have any other questions regarding your loan, please contact your loan officer [redacted] at [redacted]. He will be glad to assist you.

Sincerely,

Consumer

Response:

The loan has now closed as of last friday. The first denial for lack of income does not add up. My income was within the income to debt ratios set by fha laws. Claiming high volume is a sad excuse for such an insane delay, lack of feedback. Ignoring phone calls, emails etc. empty promises. There are many other banks that reliably close loans in a matter of a few weeks. The conversations that happened face to face and on the phone are not documented. I was constantly strung along like a fish on a hook. I am a customer and should be treated like one. I feel like a sucker for giving suntrust so long to make good on their promises. I was contacted before close by suntrust as they tried to sell me on refinancing other loans with them. They must be crazy. You can rationalize the delay and history of this process all you want. Its not right. A few months before the fha laws changed I tried to do A conventional refi with [redacted] He knew up front that it wouldnt go through but urged a home appraisal at the cost of 500 dollars to me. Everyone knew it was a long shot but I was convinced to do it. The apprasisal was short of the required amount. So I was out 500 dollars. Great advice. Thank you suntrust for wasting my time and money and forcing me and my wife to put our lives on hold and invading our privacy for 9 months. Great customer service

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]

Regards,

Review: It has been more than three months since I paid SunTrust $212.50 to begin the process of refinancing my current SunTrust mortgage due to my divorce court order. I was told by loan officer [redacted] that the process would be finished by the end of November, and my interest rates would decrease along with my monthly payments. Since then, I have provided all requested information in a timely manner, even information over and beyond what SunTrust originally said was necessary.

When the process began, I was assigned the refinance application number [redacted]. I was told that SunTrust would only need my divorce decree and confirmation of past mortgage payments, I provided this information quickly to loan processors [redacted]. Over the past three months I have provided much more personal information to SunTrust than originally requested, yet no action has been taken on my refinance, and SunTrust is asking for even more personal information. The following list is everything I have sent to [redacted], [redacted], and/or [redacted]. SunTrust has confirmed this information was received:

• Divorce decree

• Mortgage payments paid during an entire year

• 2 months of bank statements

• 2 months of bank statements (again)

• W2 for 2011 and 2012

• Full tax records for 2011 and 2012

• Letter of explanation for bank deposits

• 2 months of bank statements (again)

• HOA statement

• Pay records for 3 months

• Documentation for bank deposits from an early 401k withdrawal for attorney retainer agreements regarding my divorce

• Deposit explanation letter (again) faxed13.

• Deposit explanation letter (again) emailed

• 2 months bank statements (again)

• Deposit explanation letter (again) emailed to new processor

• Supporting documents to new processor

• Savings account statements for October

• Proof of employment information

• Pay stubs (again) to new processor

• HOA information (again) to new processor

• Bank signed statements emailed

• Faxed bank signed statements

Now, this morning, SunTrust has requested that I send my pay stubs again, a letter from my employer for an additional proof of employment, a letter from my mother stating that I have access to my own savings account where she is listed as a secondary owner, a letter explaining a 401k loan that I have payments for automatically withdrawn from my paycheck, and another letter from my HOA confirming again that I am not late on my payments.

SunTrust continues to pass off my refinance to different employees and develop excuses for delaying the completion of this transaction. There have been week long gaps in communication where I have not received a response from anyone at SunTrust regarding the status of my refinance, all of which is documented in email. I have been a SunTrust mortgagee in good standing for about six years and I am extremely displeased at how I have been treated as a consumer. This process has been terrible, has cost me much time and stress. These ongoing sporadic requests, that are many times for duplicated information, disrupt my workday and family life.

On a secondary note, many of the items I provided to the first assigned loan processor were not passed on to underwriting. These documents contained sensitive and personal information and I have been told by SunTrust that the documents cannot be found as the original processor is no longer with the company. I have written confirmation that SunTrust received this material. I need to know what happened to these documents, as I am concerned that my privacy has been compromised. I left a voice message with the manager, [redacted], on Monday (12/2/13) morning, but have not received a response regarding these concerns.Desired Settlement: The refinance needs to be completed and approved as SunTrust agreed, or SunTrust needs to reimburse me the money that I paid for this service, as the fees paid were based on the assumption that the process would be completed in November and that the only documents that I needed to provide were my divorce decree and 12 months of mortgage payment history.

Business

Response:

Dear [redacted]:

We received your correspondence regarding the above

referenced case. Because you did not include a signed authorization form from

the client, we re unable to provide you a copy of our response to the client

dated December 13, 2013. Upon receipt of the signed authorization form, we will

gladly share a copy of our response with your office.

Review: Suntrust mismanaged my escrow account 6/2012 by paying $2687 for an insurance premium instead of the normal premium of $1001.They failed to notify me that they were over drafting the escrow account by paying this sum in 6/2012.I received nothing AT ALL from Sun trust until Jan 2013 when they sent an escrow disclosure advising me that they were increasing my mortgage payment from $1462.88 to $1881.29. Suntrust makes the insurance company send policy information and statements to them directly, so I was not made aware of the error by the insurance provider either.I attempted to obtain a refund from the policy and was refused. They claim I had to dispute the premium/policy within 90 days. Since Suntrust waited 7 months to tell me of the escrow depletion AND paid $1680 dollars MORE than should have been paid! Effectively a 258% increase in a 12 month homeowners policy.Once I determined that the insurance co. was refusing to refund the "overpayment",I cancelled services with them and contracted coverage with a new co. at a 12 month premium of $1071. I called Suntrust to discuss the error they denied any responsibility and claimed they are not responsible for telling me what is paid from the escrow account.I advised I was changing insurance companies.I asked for the proper information to provide the new information and was told to fax the declarations page to the "insurance dept".I faxed the declarations page, a copy of the receipt for payment in full of the 12 MO premium (thru 2/14)AND a cover sheet explaining old policy cancelled (provided Co. name & policy #) and to update the record to reflect the new pre-paid policy (provided name and policy #).I called back each day over the next 4 days each time I was told they had received NOTHING.I drove to the SUNTRUST branch where one of the officers called for me and was told the same thing.She faxed the same documents to them and was told to tell me to wait 2 days and check back. The very NEXT day I received a letter from Sun trust telling me my payment was being raised AGAIN due to the payment issued by the escrow department for $1071 to my insurance provider! So, now they have paid 2 1/2 times the premium to one company and paid and additional 12 month premium on a paid in full policy! I went back to the branch, called the escrow department, they told me that "if I didn't want them to pay the premium I shouldn't have sent it to them" I had requested an accounting of all escrow transactions going back to the beginning of the loan the day before.I was told that I would not get that but WOULD BE RESPONSIBLE for the new even higher payment unless I was able to get their latest check back from the company! I was able to get that check returned to me and I took it to Sun trust. I asked AGAIN for a complete accounting and to have the escrow account recalculated. Since the PI for the loan is $ 1215.27 and the original payment $1462.88 I asked them to discontinue escrow for the loan I would pay the real estate taxes and insurance directly and "zero" out the deficiency once they could provide an accounting of what it actually was. They refused.They said they would either default my loan or force mort insurance on me to increase my costs. Thru out this debacle I HAVE MADE MY PAYMENT EACH AND EVERY MONTH in the orig amount of $1462.88 except Mar 2013 when Suntrust went into my account and took $1881.29. Now they are threatening forclosure,claim I am 2 mo delinq, are reporting negative credit reference. I have tried in every reasonable fashion to find out what they paid, to whom, and when. They failed to exercise any reasonable effort to control or manage the escrow account. They were grossly negligent and irresponsible by over drafting the account in June 2012 and failing to advise me until late Jan 2013! Had they acted responsibly in 2012 a notice advising of the escrow shortage would have triggered action that have prevented all. To date I HAVE NOT RECEIVED the requested accounting.Desired Settlement: Immediately provide a complete escrow account history. Recalculate the escrow account crediting the payments made in Jan, Feb, Mar, Apr, May & June 2013 (escrow deposits =$1904.07) and considering there are no premiums due for Insurance ($1071) until 2/2014 or Taxes ($1051.65) until Jan 2014. Disclose the true current balance.Correct the incorrect negative credit reporting that ANY payment has been missed OR late. Take the fiduciary responsibility for proper control of my escrow account seriously.Correct my mortgage payment amount. (I'd ask that someone step up and apologize for the poor handling, treatment, cavalier attitude and disregard in this matter but hold out zero hope of receiving this)

Business

Response:

Dear Ms. [redacted]:

We received your correspondence regarding the above referenced case. However, you did not include a signed authorization from from Ms. [redacted]. Therefore, we are unable to provide you a copy of our response that was sent to her dated July 9, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

If you have any questions or require any additional information, please contact me at [redacted], Monday through Friday from 8 a.m. to 5 p.m. ET.

Sincerely,

Officer

Mortgage Escalation Resolution Team