SunTrust Mortgage

Review: Loan ModifcationThis started back in late 2010 after being laid off and I contacted Suntrust Mortgage for options, since I was not more than 90 days behind there was not much they said to do at that point. Several calls(hundreds) and submissions(requests) for a loan modifxation later we are now in Feb 2012 where I was informed over the phone to send in trial payments totalling $1225.00 monthly .I did that for what ended up being until May 2013 .In the meantime I made several calls to Suntrust and was advised this March/April that the conversation never happened, they did not know why I sent in payments and these payments were accepted. I was advised I was in active foreclosure since June 2011???. So reluctantly I started over with the process again. And after 2 request sent in both were delcined for different reason depending on who I talked to. All of the reasons given were covered by HAMP such as-not primary residence-payments is already lower than 31% -which is not true-had a modification beforeAll of those reason are covered under the Presidents revosed program as of June 1,2012. When I explanined this to the rep again I was told I can re-apply but at this point Suntrust would rather have me sign a Deed-in LieuSo at this point thye done t care or never have. I have submitted countless docs and proof to back up my claim but this is falling on deaf ears apparently.Desired Settlement: Someone at Suntrust Mgnmt to review the account.

Business

Response:

Dear Mr. [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 26, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you contacting SunTrust.

Sincerely,

Officer

Executive Services.

Review: We requested our private mortgage insurance be removed and it was denied even though we met the requirements that are stated on the letter mailed to us on August 24,2015.It states that we could mail in a check for $3,509.55 which would make the loan-to-value ratio 80% or we could have a Broker's Price Option completed and based on the value the PMI would be removed.We had a Broker's Price Option done on 9/29/2015 and the value came back at $254,000.As of 10/5/2015 the loan balance is $190,957.75 giving us a 75.2% loan-to-value which is less than 80%.The letter even states that the minimum age requirement may be waived if improvements have been made to the property and we have made major improvements.I provided documentation as well as pictures of the improvements.Desired Settlement: To have the PMI removed from our mortgage loan.

Business

Response:

Dear ** and [redacted]:This letter is regarding the correspondence that was

forwarded to or 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 reflect that in August 2015, you submitted a

request to remove the Private Mortgage Insurance (PMI). Our review of your file

reflected that you were not eligible for the PMI deletion. On August 24, 2015,

we provided you a list of the PMI Waiver Requirements based on your loan-value

(LVT) of 81.5% at that time. In addition, you were informed that you could

reduce your principal balance by submitting a check in the amount of $3,509.55

to equal a LTV ratio of 80%. However, if improvements have been made on the

home that has significantly increased the values of we could order a Broker

Price Option (BPO) to determine the new value. The cost of BPO was $105.00. However,

since your account closed on June 30, 2014 and your loan was less than five

years old, the LTV must be below 75% ratio. [redacted] is a copy of your PMI letters

send to you on August 24, 2015.On September 25, 2015, we received a personal check ([redacted]) dated

September 19, 2015 in the amount of $105.00 and the BPO was ordered. On September

29, 2105, we received the BPO that showed the property value was $254,000.00

and the LVT changed to 75.3% which was higher than the 75% ratio threshold for

PMI cancellation. Thus, your PMI deletion request was denied.On October 5, 2015, we sent you a letter and advised that we

denied your request to delete PMI. You were informed that the combination of

the current principal balance of $191.234.15 and the current property value of

$254,000.00 resulted in a LTV ratio of 75.3% which did not meet the requirement

of 75% or less. At that time, you were provided the option of making a

principal payment of $734.15, which has not been received.We suggest that after you make your December 2015 payment,

that you resubmit another written request to delete the PMI. At that time, your

principal balance may be reduced enough to delete the PMI. Please be advised

you must also have a good payment history with no payments 60 or more days past

due within two years and no payments 30 or more days past due within one year

when you resubmit your written request to delete PMI.If you have any questions regarding the servicing of your

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

through Friday 8am to 8pm or Saturday from 9am to 3pm. If you have questions

regarding this letter you may contact our Mortgage Escalations Resolution Team

at [redacted] Monday through Friday from 8am to 6pm.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.

When we received the letter there was nothing that stated having the BPO completed would change it to a LTV of 75% or less.As of 10/5 the actual LTV was 75.2%.It is unbelievable that your company will not remove the PMI over 0.2% when there where improvements done to the home that greatly increased it's value as well as our contract stated 80%LTV and even the front of the letter you sent stated it could be paid down to 80%.Nowhere did it say that the BPO would change those terms.Just a mention of age requirements with no mention as to when you request a BPO that it changes to these age requirement terms.The age requirement even sated it could be waived if improvements had been made and there have been a lot of improvements done.This letter is very misleading and I'm sure that we are not the only ones who have suffered due to the misleading wording of your letter.Banks act like they are suffering yet they are the ones who got bail out money from the government,not us.We have continued to pay our bills on time even through the recession and all we wanted was for the PMI to be removed since the value of our home has increased.In your response you state that after we make our Dec payment to submit another request to have our PMI removed but I feel that once we do there will be some other excuse as to why it can't be removed(such as the BPO is too old).So how will we know that it will be approved for removal if we were willing to accept that as a resolution?

Regards,

Review: I used the ATM at this branch on Saturday June 27 2015 to get a cash withdrawl The ATM malfunctioned and did not dispense the amount of cash I requested.Though my account was debitted in the amount requested.I went into the bank on Tuesday June 30 2015 spoke to the Branch manager and she told me to contact my card issuer , which I did.She also told me that the ATM would not be audited until Wendsdayit is now Friday and still the money has not been credited to my account. Banking laws state that all bank descrespencies must be acknowledged and corrected within 72 hours of reported descrepencies.Desired Settlement: DesiredSettlementID: Refund

I wished to be compensated for the bank not correcting the mistake.This is not a mistake by me, and the bank should be held accountablefor the ATM transactions.

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.SunTrust represenative was un able to assit me regarding my complaint, since I am not an account holder of this bank. So this meansthat if a non account holder uses the bank ATM they are assuming all risk of transaction.

Regards,

Review: SUNTRUST [redacted]

March 6th I made two payments towards my home loan. One intended to cover March and the other one April. They made a mistake and the one for April was applied entirely towards the principal. I called them, they reversed the payment and directed towards the regular April payment but, according to the last statement I have received from Suntrust, it is as if I paid April very late and I have been penalized with a high interest and low amount going towards the principal. I HAVE BEEN PENALIZED FOR PAYING MY MORTGAGE IN ADVANCE.

I respectfully request that they fix the original error in a fair way having the original date for April payment (I repeat that I made the payment March 6th) in the records so that I am not unfairly penalized with a low amount going to the principal and a huge amount going to interest.

I also request that the employee that made the very first mistake (putting my payment to pay only principal instead of a regular payment for April, in spite of my repeating to him what I wanted) be notified and summoned to do a better job.

Thanks [redacted]Desired Settlement: I respectfully request that they fix the original error in a fair way having the original date for April payment (I repeat that I made the payment March 6th) in the records so that I am not unfairly penalized with a low amount going to the principal and a huge amount going to interest.

I also request that the employee that made the very first mistake (putting my payment to pay only principal instead of a regular payment for April, in spite of my repeating to him what I wanted) be notified and summoned to do a better job.

Business

Response:

Re [redacted] Revdex.com Case [redacted]We have responded to [redacted] by letter on June 9, 2015. If

you have any questions about our response, please contact [redacted].Sincerely,[redacted]

Review: I have been a Suntrust customer for many years, as they hold the mortgage for our condominium in [redacted]. Each year, I must submit proof of insurance for the condo building and furnishings. Rather than provide advance notice of when the proof of insurance is due, Suntrust sends a very aggressive and threatening letter that if proof of coverage is not immediately provided, they will purchase the coverage at an exorbitant premium (usually $10,000 or greater). The letters are so threatening that most consumers would consider it as unethical and bullying, particularly for a bank the size of Suntrust. I complained about their tactics last year to a customer service agent, and now this year I have already received TWO letters in the period of a week - one for flood coverage and another for windstorm coverage. I had refinanced the mortgage with Suntrust last year, and am prepared to find another mortgage company who will treat me with more respect.Desired Settlement: Desired outcome is for Suntrust to send a congenial reminder a month in advance of when they want proof of insurance, and only send the threatening letters if proof is not provided within 30 days. I will gladly send copies of the letters to your attention, if so desired.

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.

As the servicing agent of the mortgage, we will always require

evidence of insurance for the mortgaged property. If evidence of insurance is

not received a temporary binder is issued. Binders are issued to protect both

parties' interest in the event of a loss. Before a policy is issued or the

premium disbursed, there is a thirty (30) day resolution period. If we receive

evidence of insurance and there has been no lapse in coverage a refund will be

issued for the full premium amount. If there is a lapse In coverage, a refund

will be issued for the unused premium.

The insurance obtained by SunTrust Mortgage, Inc. (SunTrust) is

not obtained at any discount. As the named insured on the policy, SunTrust

purchases the policy at the market rate and passes this charge to its borrowers

as permitted by the loan agreement. Because the premium insures properties on a

non-underwritten basis, without any inspection or additional information

obtained. the premium cost for the lender placed insurance can be substantially

higher than the premium a borrower could obtain under a voluntary insurance

policy.

On June 24 and June 30, 2014, we mailed you

notices requesting proof of flood and wind insurance coverage within thirty

(30) days of the date of the letter. Our intention is not to intimidate our

clients, but to explain the urgency of you obtaining your own insurance which is

in your best interest. Proof of insurance is required annually and you may

provide a copy of the renewal condo master policy prior to the expiration of

the current policy.

We are currently showing that the hazard,

flood, and wind policies have all expired. The H06 policy

provided as proof of insurance is inadequate. We have requested the new

certificates of insurance for the condo association from the insurance agent

[redacted]_ Upon receipt of adequate insurance

coverage, we will update our system accordingly. If you have a copy of the new

certificates of insurance for the condo association, you may fax the policy to

[redacted]. It is SunTrust's policy to offer and extend its banking products

and services, including credit products, to any qualified applicant In a fair,

responsible, equitable, and non-discriminatory manner, and in compliance with

all applicable Fair Banking and Consumer Protection Laws. SunTrust is committed

to fairy representing its products and services and honestly and transparently

disclosing the costs and fees associated with such products. Our goal is to

provide value to our clients, protect their interests, and assist them in

selecting the products or services that meet their needs. To that end, we

scrutinize our disclosures to ensure that they are clear and understandable;

verify that information provided to our clients is complete,

clear, and accurate; and listen to our clients' expressed needs. We provide

comprehensive training to our employees and we perform ongoing monitoring to

ensure compliance with Consumer Protection Laws and Regulations.

Every SunTrust employee is responsible for ensuring adherence to Fair Banking and Consumer

Protection Laws and Regulations. We take allegations of unfair, deceptive, or

abusive acts and practices seriously and do not tolerate these actions from any

employee. This statement Is applicable to all aspects of providing

banking products and services, including, but not limited to, approval,

pricing, and servicing.

[redacted], if you have any questions regarding the

hazard, flood and wind insurance, you may contact the Insurance Department at

[redacted]. If you have any questions regarding the information presented,

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

Monday through Friday from 8 a.m. to 6 p.m., ET.

Sincerely,

Review: On my previous mortgage with SunTrust which I refinanced to a new mortgage with SunTrust I had my sanitation taxes paid through my escrow. In my initial estimates of payments it was included to be escrowed but when it was time to close the loan it was left off. I made the inquire about why and I was instructed to just call in when I received the next bill and they would add it to the escrow payments. When the bill came in I call Suntrust Mortgage multiple time and spent hours on the phone attempting to get the bill paid. I was told multiple times that I would receive a call back from a supervisor and all the agent was able to do was put in a research request which takes around 3 weeks to complete. Finally I called and they paid the bill but it was late, I was assured that I would not be responsible for any late fees and it would be added to the escrow so I wouldnt have to go through the same battle in future years. I called today (10/13/15) after receiving an escrow analysis, my sanitation tax was not added and they had me pay the late fee. I was told by agent ([redacted]) that there was nothing she could do, they paid the bill as a courtesy, I was responsible for the late fees and it would not be added for future payments. SunTrust mortgage customer service constantly says they will have a supervisor call you and they do not. I feel like I was lied to and deceived through the entire process. I would not recommend SunTrust to anyone as they do not appreciate loyal customers.Desired Settlement: I want the late fee refunded to my escrow account and my sanitation bill added to my escrow for future payments.

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 27 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: Lender causing unnecessary delays in [redacted] refinance of first mortgage loan. Loan application started in February 2013 (2/26/13). Processor failing to request required documents, resulting in unnecessary delays and costs to me. As of 5/15/13, still no closing date. SunTrust management not responding to my calls or requests for prompt resolution. This lack of good faith handling on the part of SunTrust has rendered my personal financial life gridlocked while I wait for them to get their act together. SunTrust has every document they need from me, and loan had underwriting final sign-off and clearing for closing as of 4/30/13. On 5/2/13, closing was scheduled for 5/8/13. When I emailed on 5/7/13 to confirm that closing was still on, loan processor [redacted] stated she did not have subordination letter from 2nd mortgage company, [redacted]. Yesterday I called [redacted] and discovered that this document was not requested by SunTrust until 5/6/13!!! As of yesterday, [redacted] confirmed to me that they have processed the letter and it was sent overnight mail to SunTrust and should be received today, 5/15/13, by noon time. There is absolutely no reason for this closing to be delayed any further.Desired Settlement: Requesting that SunTrust provide a detailed explanation for these delays. Also requesting that SunTrust verify communications with [redacted] and give me daily updates via telephone and email. Also requesting that SunTrust set closing date for no later than Friday, 5/17/13. Also requesting that SunTrust refund my $225 processing and credit report fee as a good faith gesture to cover my additional costs that have resulting from their poor handling of this loan.

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 30, 2013. 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,

Review: SunTrust Mortgage underwriters fail to have proper knowledge of [redacted] Mortgage guidelines, and denied a loan based on that ignorance that is causing loss of my property. On 12/31/2014 SunTrust Mortgage required and charged for an appraisal of a House I was trying to buy. Required that I place Mortgage Insurance on the property, send Tax Returns, and a list of other numerous kinds of confidential information. I requested that, I not be required to pay these expense for all this, if not pre-qualified for a Loan. I was told I qualified, and all documents requested were paid for at my expense, and sent all requested Documents to the Mortgage Company. But, the Loan was denied, as confirmed by a Louisiana Title Company, as clear ignorance of [redacted] Mortgage Guidelines.

I purchased a House from a Private Lender on a Note signed July 2014( 6 Months Ago) as an individual doing business as a corporation. The Note, required me to pay $500 per month for 6 months, with a final Payment of $35,000 the end of 6 months, and at that time take possession of my property. SunTrust Claims my name was not on the property for 6 months as they require. SuntTrust denied the Loan for refinanced mortgage on my property, claiming I was otherwise qualified but, I had to have the House in my name for six months. The Title Company that Suntrust instructed to close the refinance of the House Attorney said; he would remove my company name and file corrections in public Records in only my name as his error, if they felt me and my company were legally two entities because, this was due to his legal advice that, my Company as D/B/A and me as an individual was one in the same. However, SunTrust claims other problems with the Loan they claimed otherwise approved. Now after sending the Title Company instructions to prepare for closing, the mortgage company needs "evidence" that this will be my primary Home prior to moving in it, which is impossible other than my signed statement. The Mortgage Company also is requesting evidence that my 2014 Tax returns have been filed. Nothing requested by SunTrust that has not been sent, can not be provided. However, each time I provide info requested, they find additional documents or have a legal opinion that conflicts with the Title Company they have already ordered and instructed to close the Loan. If I do not get this property Financed by February 1st, I will have a loss of a $70,000 property due to the run around with Suntrust plus, the expense they have caused me. If not for Suntrust ignorance of [redacted] Guidelines, which the Closing Attorney is following, the transaction would have closed or I could have used a Mortgage Company that understands Louisiana Real Estate Law and Federal Mortgage Guidelines.Desired Settlement: Without making another Application, allow the Louisiana Licensed Real Estate Attorney to make proper public record corrections, and close the Transaction in accordance with his legal Opinion, and do this prior to the loss of my property

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 application. We appreciate the opportunity to look into the issue raised and to provide a response to you. We have thoroughly reviewed your concerns related to the loan application and underwriting review for the refinance of the subject property referenced above. The issuance of a prequalification is not a guarantee for loan approval. The final loan approval is based upon verification of the infonnation provided at the time of application, stipulations as may be required at the underwriter's discretion and other requirements. Thus, during the underwriting analysis, documentation was requested as verification of the information provided in an effort to get the loan approved. After a complete underwriting analysis, the loan was denied due to unsatisfactory record on past credit. We have also reviewed your request for a refund of the appraisal fee. As the appraisal service has already been proVided we are unable to refund you the appraisal fee. Mr. [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 B 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 previous response to you dated February 3, 2015, regarding the refund of the appraisal fee. Thank you for allowing us to once again review this issue. We have reviewed your loan application again and detemnined that we will refund you the appraisal fee. On February 11, 2015, we credited your VISA card ending In [redacted] the appraisal fee amount of $425.00. In addition to the refund of your application fee, we are also providing you the enclosed copy of the appraisal. Mr. [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 B a.m. to 6 p.m. ET. Sincerely, [redacted] Officer Mortgage Escalations Resolution Team

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,

[redacted] Suntrust Mortgage sent closing instructions to Louisiana Title Services, requested that I purchase Home Owner insurance, and pay for an appraisal of the Home I was buying. I followed instructions concerning an approved Loan, not pre-qualifications, as evidence; my Title company would not have been in receipt of closing instructions for a Loan that was not approved. Additionally, there is nothing concerning my past credit, ie, credit score, income or debt to income ration that would have prevented me from buying the Home. The underwriter concern was proof that the Home would be my primary resident, which not one is able to give other than the Statement that, I planned to live in the Home. The underwriter also, wanted proof that my 2014 Tax was on file.Nevertheless, prior to application, I told [redacted], who took the application that, I had paid for an appraisal 30 days before talking to her. Ms [redacted] said Suntrust needed to ordered their own appraisal but, would have be pay for it unless the loan could be done. My past credit was checked, and all documentation requested was sent to Suntrust, and I paid for the appraisal. I do not have a copy of the appraisal, only the receipt for money taken from my account sent to Suntrust. The Home has been told to another party due to missing my closing deadline set by Suntrust. I did not ask for the over $30,000 in equity loss on the Home that only had a $35,000 balance. I only asked for the appraisal fee Back. Nor did I ask for the money spent on Home Owners insurance.Denial of a Loan for a past credit problem which has not been indicated on any letter of denial, damages my credit, to include the numerous credit inquiries. Settlement requested was reasonable. As my complaint is not resolved, I assumed Suntrust Mortgage requires protracted litigation on the larger loss.

Review: On Feb 27 I called [redacted] regarding an issue with my monthly statement that was the exact same issue I had last year. Since she was able to help then, I thought she would help me this time. I was wrong. She said she was able to help last year because I had a complaint on file. Since my issue is still NOT resolved, I’m filing another complaint to try to get some customer service. While I was on the phone with her, she transferred me to another department and I spoke to a guy who said he would put a copy of my CORRECT March statement in the mail immediately and that I would receive it by the middle of the following week. That never happened. I never received my correct March statement and it needs to be mailed to me IMMEDIATELY. Even if they have to pay to mail it overnight, I expect and deserve my correct statement and I shouldn’t have to ask or file a complaint every year just to get it. This is completely unacceptable!!!Desired Settlement: I need my correct March statement mailed to me immediately.

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 March 25, 2015. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office. Thank you for contacting SunTrust. Sincerely, [redacted] Officer Mortgage Escalations Resolution Team

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.

I never received a response from suntrust and they were supposed to have put my MARCH statement in the mail on February 27th when I called them. Where is my CORRECT MARCH statement??? Why wasn't it sent like I was told it would be??? When will I receive it???? Why am I having this problem 2 years in a row???? Why hasn't anyone called me directly to resolve this issue????? This is completely unacceptable customer service. I did not choose suntrust as my mortgage holder, my mortgage was sold to them, but I deserve better service. At least last year [redacted] resolved the issue immediately. Why wasn't the issue immediately resolved this time?????

Review: Customer Service was unable to obtain a Supervisor to assist me with SunTrust Error. All managers were at desk and went into a meeting and did not take the time to assist. SunTrust keeps returning my money for monthly payments and has forced me to be 3 payments behind when this should not be. SunTrust solicited my atty to allow me to lower my monthly payments possibly once my bk was discharged. I was only due 1 payment. I agreed it would not hurt to see if pmts could be lowered. SunTrust then quit accepting my monthly payments and forced me to be 3 months behind. I have $925.47 returned to my bank and another $925.47 mailed back to me in form of SunTrust check. No one can tell me why funds are being returned. It is unethical to force me to be behind when payments are being sent. I attempted to get a manager on the phone and was waiting on the manager to finish his current call so mgr could get to me. Rep came back and told me that although I had been waiting on mgr, it appears the manager must now go into a meeting and cannot assist me, mgr can call me back. I asked for another manager and rep tried to get one. Rep came back and advised me that all mgrs went into meeting. This is poor customer service. Customer should have been assisted before mgr went into meeting to show sense of urgency and good customer service especially since customer had been waiting on the phone for the manger. Customer is both frustrated and disgusted.Desired Settlement: Take my money and quit sending payments back and put customer first by assisting customer. Exceed Customer's expectations!!

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 September 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.

Sincerely,

Officer

Review: A home loan was obtained by myself approximately 6 years ago thru Suntrust. At the time the terms and payment were acceptable. In 2012, a financial hardship had fallen upon me. I continued to make payments, although most of them were late and the appropriate late fees were accessed. Suntrust offered to modify the monthly mortgage payment for me to an affordable amount. Since modifying the payment, I have been able to pay the amount due in a timely manner. When the modification agreement was established, the company made it very clear to me that this new payment amount would be sufficient and I was made to believe that the amount would not be altered. Yesterday, I recieved a letter from the company stating that I now needed to make a new payment amount. This was not part of the modification process. The company claims that this new payment amount is to make up for a possible shortfall in my escrow account. This new payment amount will cause me to fall behind. Its as if the modifcation has been "undone". I feel extremely mislead and deseaved by the company. The possibility of the payment going up in the future was NEVER disclosed to me. I feel misled by the modification process. I will not be able to afford this "new" payment amount and it will lead to much distress and future financial troubles. This is an extremely large leander with very shaddy accounting practices and consumers should be warned to steer clear of this lender.Desired Settlement: I believe the company has unethical accounting practices and would like to have the accounts recievables and accounts payable related to my loan given to me.

Business

Response:

Dear [redacted]:

We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from the client. Therefore, we are unable to provide you a copy of our response to the client dated August 27, 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,

Officer

Review: I deposited a check at the [redacted] Suntrust ATM on 5/20 and the ATM shutdown after it took my check. Since then I have not been able to get Suntrust go remove the check from the ATM so that it can be properly deposited. I did not receive credit for the deposit. I have no money. My electricity will be turned off tomorrow. I have a claim # [redacted] filed on 5/21. The manager, Lawrence Ramsey, says there is nothing that can be done for me. I want the check removed from the ATM so that it be deposited so that I can access the funds. Their machine had an error and shutdown and they are refusing to help me with the aftermath. Nothing has been done to help me. I am told I can have the problem escalated in a few days after they have done nothing for the first 10 business days. No one is actually willing to do anything to get this error corrected so that I have access to the funds. It is bad enough that this occurred. It is obscene that Suntrust will not help correct an error that was caused by their machine malfunction. I am a single mother with no money. I would never have banked with Suntrust had I known they abuse their customers in this manner.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want the check retrieved and deposited so that I can have access to the money ASAP. I also want compensation for the stress and inconvenience this error and their unwillingness to correct it has caused me and my children. And I want other people to know the ATM is defective.

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: Suntrust Mortgage reported a late payment on my mortgage on Octoebr 2010. Since May 2011, I have been trying to work with Suntrust to find out why this was reported even though my payment was on time. Hundreds of emails and tens of calls later, they still failed to fix the error. They even refused to produce the ledger that shows the late payment, and I had to go through a contact who is a [redacted] at Suntrust Mortgage to obtain the ledger, which showed that the payment they repoerted as late was on time!!!Desired Settlement: Fix the problem by reporting to credit bureaus that the payment on October 2010 was sent on time, and that the loan NEVER had a 30-days late payment.

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 April 2, 2014. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contact SunTrust.

Sincerely,

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 April 2, 2014. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank you for contact SunTrust.

Sincerely,

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.

I am yet to receive any feedback from SunTrust. They have not contacted me with a solution to the problem.

Regards,

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.

I am yet to receive any feedback from SunTrust. They have not contacted me with a solution to the problem.

Regards,

Business

Response:

Dear [redacted]:

We have received and reviewed the correspondence that was forward 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 have reviewed your concerns about the negative information on your credit report regarding this loan. We are required to report credit information accurately to the credit reporting bureaus to which we report ([redacted], [redacted] and [redacted]).

As a courtesy, we confirmed that the reporting for [redacted], [redacted] and [redacted] has been accurate. However, we did learn that [redacted] was reporting an October 2010 delinquency under the prior construction loan ([redacted]). An update has been submitted to [redacted] to remove the negative information from your credit report. If you have any questions regarding the reporting, please contact the credit reporting agencies. Although we furnish the information to the credit reporting agencies, SunTrust Mortgage, Inc. does not control how it appears on your credit report.

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

Sincerely,

Business

Response:

Dear [redacted]:

We have received and reviewed the correspondence that was forward 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 have reviewed your concerns about the negative information on your credit report regarding this loan. We are required to report credit information accurately to the credit reporting bureaus to which we report ([redacted], [redacted] and [redacted]).

As a courtesy, we confirmed that the reporting for [redacted], [redacted] and [redacted] has been accurate. However, we did learn that [redacted] was reporting an October 2010 delinquency under the prior construction loan ([redacted]). An update has been submitted to [redacted] to remove the negative information from your credit report. If you have any questions regarding the reporting, please contact the credit reporting agencies. Although we furnish the information to the credit reporting agencies, SunTrust Mortgage, Inc. does not control how it appears on your credit report.

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

Sincerely,

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.

I would like a courtesy credit report from all three bureaus to confirm that all errors relating to this loan have been corrected. Thank you.

Regards,

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.

I would like a courtesy credit report from all three bureaus to confirm that all errors relating to this loan have been corrected. Thank you.

Regards,

Review: Suntrust are saying I owe them money which I dont.

I had a account with Suntrust in 2009. I closed my account. They have not ever sent me anything saying I owe them because I dont.Desired Settlement: They have sent this matter to a collection agency name [redacted]. They are contuing to harass me about money I dont owe them I want them to close out this bill completely and stop saying I owe them. This is affecting my credit score.

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.

Review: April 23, 2014SUNTRUST BANKCORPORATE OFFICEATLANTA, [redacted]#:[redacted]On April 16, 2015 I opened an account online with [redacted] Bank. My opening balance of $50.00 was paid with a debit card. Additionally, I went to a local branch in Goodlettsville, TN and made another Cash Deposit of $200.00. The next day I went online to verify all deposits were listed and kept getting a message Service not available.please try again later. Later in the day I called the Suntrust Customer Service number and was told they were having issues with their computer systems and they could not provide any account information and they told me to try again later. Later on Friday I finally spoke with a chat representative who told me there was an issue with the Fraud Department regarding my account and she could not give me any additional information. She said I would receive my deposit of $250.00 back by Certified Check within 7 days. After I did not receive the check today I called the Customer Service # and spoke with 3 different people for over 2 hours who tried to tell me there was a hold on my account because of suspected fraudulent activity. They said there was an ongoing investigation that was going to take approximately 7-10 days longer. I said NO I want my money today. I argued how could there be fraudulent activity on an account that only had 2 deposits and no withdrawals. After being placed on hold numerous times I finally asked to speak with a Supervisor. The previous individuals could barely speak English but I understand overseas outsourcing of customer service is the way things are now. I dont have a problem with that if they can do their job. After another 20 minutes I finally spoke to someone named [redacted] who said there was a back office hold on my account and my account was going to be closed. I explained that I needed my $250.00 now not 10 days from now. She instructed me to go the Suntrust Branch where I made the $200.00 Cash Deposit and they would be able to close my account and give me my money. When I got there I was told I had to go to a different Branch located in Madison, TN. I called there and spoke with Angelina who also told me I would have to come in to close the account to receive my money. By this time I was back at work. About 30 minutes later someone named Lisa called and left a voice mail asking me to come to the bank to get the issue resolved. At this point I was fed up completely with Suntrust Bank. I went to the Bank to close the account and get my money and was told the processed had been started per a telephone conversation and they refused to give me my money. They told me I should receive it within 7 10 business days.What kind of bank does this. You have had my money for 7 days as of today and you refused to give me my money. I think you are one of the worst Financial Institutions in the United States. I intend to provide a copy of this report to the Revdex.com, Federal Reserve Board and Office of the Comptroller of the U.S. Department of Treasury. I intend to post this letter every day on facebook in Suntrust Page 2chat rooms to let people know about your institution. I am sure there are other horror stories about your company.I dont care if Suntrust did not want me as a customer. I already have a bank account. I was opening another account for other reasons. What I do care about is how poorly you treated me. You should be ashamed and I will tell everyone I meet to stay away from Suntrust Bank. Any bank that is operating on the level that I experienced over the past few days will not stay in business very long. From my perspective I does not appear your institution can provide any type of customer service. Respectfully,[redacted] Product_Or_Service: BANKING/CHECKING ACCOUNTDesired Settlement: DesiredSettlementID: Refund

I expect a prompt refund and a direct apology from this company for the way I was treated.

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 on your records.

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

Consumer

Response:

Review: I called the customer service 800 number and the issue is that they were very misleading!

I called the 1-800 customer service line for Suntrust. I called because my bank account showed two overdraft fees. One is for $108 and the other is for $144. Their website clearly states a one time overdraft fee of $36. A check for $550 processed and I knew that there would be a fee od $36. However, when I called, they stated that there is a $36 fee per item overdrafted. However, this is not stated on the website. I spoke with a supervisor and the manager on duty, [redacted]. They stated to me that they would only be able to refund $108. This is unacceptable because the website clearly states a one time overdraft fee of $36. I have absolutely no problem paying that fee. However, I find it very unacceptable and misleading that the websit states "one time overdraft fee" and they are charging me multiple overdraft fees. This is misleading and contradicting what the website states. This is poor business practices. I work in customer service so I know for a fact that they could have done more. All I want is to be refunded all but the $36 overdraft fee as stated on the website.Desired Settlement: I want to be refunded the difference. I should have only been charged $36 for an overdraft fee - as stated on the website! Not $108 and, the very next day, charged another $144.

Business

Response:

Re: Revdex.com complaint [redacted] SunTrust has responded to our client by telephone but cannot share the re!iponse with the Revdex.com as no signed third party authorization was received. Please close this case on your records.

Review: A company I was part-owner in bought a new [redacted] in 2006 and I was a guarantor on the note.the company had some hard times and missed some payments to Suntrust. I was sent a ten-day demand letter to bring the truck back or topay it off. I called for a payoff and was given an amount by Suntrust to payoff the truck. I sent an additional twenty dollars in case it did not post on a certain day. A few days later I was sent a lien satisfaction letter and the balance of the extra twenty. Three months later, after I had gotten my clear title to the truck, Suntrust sentanotice thar there was still $1427.10 owing on the truck. This amount was in aaddition to the payoff and I refused to pay it. They tried to collect this money and even sold this account to other collection services. They put this on my personal credit report.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Remove this from my credit report and admit they made a mistake. They also need to send the IRS an amended debt forgiven letter.

Business

Response:

Dear [redacted]:

We have received and reviewed your correspondence forwarded to us from the Revdex.com regarding our reporting of the above reference account. We appreciate the opportunity to respond.

Our records reflect Check [redacted] for $1,400.60 posted to the account on June 12, 2009, satisfying the May 1, 2009 and June 1, 2009 payments. On June 19, 2009, we applied your $10,674.89 payment as a payoff to the loan. On June 23, 2009, because the loan showed a zero balance, a paid in full letter was generated. However, that same day, the check $1,400.60 was returned for non-sufficient funds, and we were unable to cancel the paid in full letter. We notified you by letter about the returned check and the balance owned on the loan. The account became past due, and we were unsuccessful in our attempts to contact you. For this reason, the account was closed with a balance owed on November 30, 2010 and a Form 1099-G, was issued.

You have requested that we remove the delinquency information from your credit report. Based on the payment history, the reporting is accurate. The account is being reported as charged off with a balance due of $1,428.12. If you pay the remaining balance or settle the account for less than the amount owed, we will update our reporting at that time. Please note information reported prior to the account being paid in full or settled with remain.

[redacted], we trust this information is helpful. If you have any other questions regarding this matter or pay off or settle the account, please call our Recovery Department at [redacted]. A representative will be glad to assist you.

Sincerely,

Officer

Executive Services

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.

The consumer called and stated that he received a notice that he paid off the loan and didn't know why it was not showing as paid off.

Regards,

Review: The credit bureaus are reporting that my previously satisfied mortgages with Suntrust (loan numbers included in complaint details) are reported with an incorrect pay pattern, and this is preventing my family from qualifying for new loans. My pay pattern is showing an "8-repossesion" in the second to last month, and a "9-bad debt" in the last month, indicating that the property was foreclosed and repossessed by the bank. This is incorrect information as the two loans were settled for less than full balance - indicating a short sale, with full satisfaction of the loans. Suntrust has confirmed this information with me, and I can see that same informatino when logging into my online Suntrust accounts. However, Suntrust continues to report this information correctly to the bureaus. Dispite my continued effort to find the right department in Suntrust that handles these issues, Suntrust continues to point me to different departments, all claiming that they have no way of fixing this information. My new mortgage broker, the bureaus, and even Suntrust are all confirming this problem and that the issue should be easily corrected by Suntrust fixing their communication with the bureaus. My mortgage broker has indicated that every bank he has encounted with this issue can easily resolve it by submitting a letter to the consumer, on company letterhead, indicating both loans were satisfied with the date of satisfaction; however, Suntrust continues to argue that it's "not their policy" to send this information to consumers. This behavior is unprofessional, misleading, and disingenuous.Desired Settlement: I want Suntrust to properly notify each of the credit bureaus of the incorrect information on my file, I want Suntrust to produce a letter indicating that both loan numbers were satisfied in Oct 2011 and closed with a zero balance, and I want Suntrust to properly communicate with me regarding the resolution.

Business

Response:

Dear [redacted]:

We received your correspondence regarding the above referenced case. Because did not include a signed authorization form from the client, we are unable to provide your a copy of our response to the client dated December 10,2013. 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,

Officer

Mortgage Escalations Resolutions Team

Review: The Direct # to Suntrust Tax Department is 844-899-3716. Customer Service is 800-634-7928. Suntrust created an ESCROW account on 2/19/16 claiming there were delinquent property taxes owed to [redacted], NJ for my house in [redacted], NJ . They claim to have sent $2274.99 to the [redacted] collector. I'm not sure which quarter they are referring to. 2015 4th quarter was 2274.03, 2016 1st quarter was 2255.09. All taxed have been paid, on time, by me. The first quarter for 2016 was deposited by [redacted] on on 02/03/16. The [redacted] Tax collector has confirmed with me that all taxes have been paid by me. She has NOT received any funds from Suntrust even though they claim to have sent $2274.99 on 02/19/16, for an account that is was not delinquent. Suntrust has YET to contact the [redacted] Tax collector at 908-213-1600 ext 16 Mondays from 1630hrs to 1830hrs. If they did she would confirm that I paid my taxes and that Harmony has not received ANY funds form Suntrust. I sent the paperwork to waive the ESCROW. They say they are waiting for Harmony to refund the money even though they can not tell me if they sent a paper check or electronic transfer. Nobody can tell me if the money was even withdrawn. As a result, Suntrust has created a full ESCROW account with my mortgage against my will. In addition there is $2274.99 "somewhere" that is represented as debt on my mortgage bill in the form of the unwanted ESCROW. Suntrust does not seem interested in located the $2274.99 since I contacted them in February and was promised investigation and resolution several times. My mortgage payments have increased 1 cent in order to create the ESCROW, again, against my will. I an requesting intervention by your authority to eliminate the unwanted ESCROW and to encourage Suntrust to find their $2274.99.Desired Settlement: I an requesting intervention by your authority to eliminate the unwanted ESCROW and to encourage Suntrust to find their $2274.99.

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 April 25, 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