SunTrust Mortgage

Review: Contacted Suntrust April 2014 in regards to issues I would be having making my next mortgage payment. Joanne [redacted] would be my contact regarding this issue. Ms [redacted] failed to inform me that I could email any documents to her. When I asked if I could email my documents to her she said I could fax the documents or mail them to her. I requested Ms [redacted] email me, this way is easier for me rather than call. I was not able to decipher some of her requests when I replayed my voice mail messages back. I informed her of this problem, to which she replied she would not be emailing me in the future. I requested to speak with a supervisor, which in turn turned into a complaint. I was contacted by a supervisor who said they would review our conversations. I requested someone be my point of contact, but she still remained as my contact. I finally was able to discuss my issues with someone at Suntrust, and was assured I could indeed email documents to them. This was 6 months after I was told I could not by Ms [redacted]. All of the delays getting my issue resolved with Suntrust, led to me being served with foreclosure papers, countless trips to FedEx to fax documents or mail them and stress. I have complained to Ms [redacted] and requested a supervisor be put on the phone, in turn I am transferred to voicemail and I do not receive a call back. Countless questions to Ms [redacted] go unanswered, I eventually receive a letter in the mail approximately 7 days later advising me to call Ms [redacted] to check on the status of my inquiry. I was also informed by Ms [redacted] that a mortgage payment could be made, when in fact I was informed by another individual in another department I could not make any payments because the home was already in foreclosure.Desired Settlement: I want this complaint to stand, not removed. My family and I have experienced far too much stress over this. I made every effort to notify Suntrust of my difficulty making my payment before it became a issue. Ms [redacted] is in no position to be working with homeowners who are in foreclosure. Her lack of knowledge or simple information made the process more stressful than it should have been. Ms [redacted] inability to follow-up with questions that were asked of her also shows her lack of professionalism.

Business

Response:

Dear Mr. [redacted]: This letter is regarding your correspondence that was forwarded to our office from the Revdex.com (Revdex.com) serving Central Virginia regarding the above referenced loan. We appreciate the opportunity to respond. Thank you for bringing to our attention the problems you experienced with the Home Preservation Client Representative (HPCR). It is always SunTrust Mortgage, Inc. (SunTrust) aim to provide superior service and we regret that you felt your experience was unsatisfactory. On March 27, 2015, your HPCR was reassigned to [redacted]. Ms. [redacted] can be contacted at [redacted], extension [redacted], Monday through Friday from 8 a.m. to 10 p.m., or Saturday from 9 a.m. to 3 p.m., ET. Our records reflect that in October 2014, your loan was activated in loss mitigation to be reviewed for a retention option. On October 22, 2014, we sent you the enclosed letter, and informed you that we received the initial Borrower Response Package (BRP) . You were also advised that before we could complete our review of your file there was some missing documents needed such as the 710 Uniform Borrowers Assistance form, the pension and disability income; and the living expenses. The requested documents could be mailed to: SunTrust Mortgage, Inc., [redacted], by email to: [redacted], or by fax to : [redacted]. In November 2014, your loan was approved for a three month trial Period Plan for the months of December 2014, and January and February 2015 in the amount of $969.90 each. You accepted the terms of the trial plan. During the trial period, we advised you that your ex-wife needs to sign the trial documents or we would need a quit claim deed. Otherwise, if the information is not received you would be removed from the program. In January 2015, we received the quit claim deed. The trial payments were received on December 1, 2014, January 2, and February 2, 2015 in the amount of $969.90 each. In January 2015, we sent you the final loan modifications. At the same time, you were participating in Trial Period Plan you . also applied for the North Carolina Hardest Hit Funds Programs. Since you were only eligible for one program, you selected the North Carolina Hardest Hit Funds Program. On March 26, 2015, we sent you SunTrust check (962105) in the amount of $2,909.70 which represented the trial payments made to your account. The current owner/investor of your loan is SunTrust Mortgage, Inc. Our contact information is: [redacted]. Your loan is also a [redacted] guaranteed loan. As of the date of this letter, your account is due for the March 1, 2015 monthly mortgage payment. The current unpaid principal balance is $127,802.14 and the current escrow balance is $1,043.05. There is $143.51 in the unapplied "suspense" account. If you should have any questions regarding the servicing of your account, please contact our Client Services Department at [redacted], Monday through Friday from 8 a.m. to 8 p.m., or Saturday from 9 a.m. to 3 p.m., ET. If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted], Monday through Friday from 8 a.m. to 6 p.m., ET. Sincerely,

[redacted] Officer Mortgage Escalations Resolution Team

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID 10537718, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

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

Regards,

Review: I had fallen behind on my mortgage payments. I have a point of contact. I payed my payments to her every month. She informed my the payments were being applied. I asked in August when I could start having payments automatically taken from account. She told me I was behind further than my records showed. We discovered that one of my payments went to escrow. Which put me behind more. As she discovered that one payment was not applied. The check was sent back to me..I resubmitted the money on the phone with her. At that point set up another auto payment.. She said I would get a trial pkg sent few within a few days and if I wanted I could take it. I had her check my interest rate and the trial was more. I asked if it was something I had to do. She said I didn't . I wanted to know how she could be sure that they were not going to apply my money elsewhere. She was very confident they would go to payments.I payed another payment on the phone with her.. that was August 19 one August 23. She said that would get me caught up enough so I would be out of trouble with them starting any type of action. I called last Friday to may a payment and got another person who said I was 5 months behind..I was shocked. I couldn't believe what they were saying. I insisted to speak to my point of contact that I had been working with. She confirmed that was true. They had sent back 2 more of my payments. She still said it looked like they applied them. She connected me with collections. They gave me Two different amounts to pay. I had no idea what to do. I was told again to contact my point of content. I did Again Friday. She said she would call me back Friday evening or Monday. (Today). I received a call from SunTrust collections on Saturday afternoon. The person I spoke with offered me a repayment plan. I was very sceptical so called my point of contact this am. She contacted collections they said he never should of offered that. I asked the full amount so I could pay the right amount. Asked my point of contact if it would all be fine if I did this , she said it was perfectly fine that no foreclose proceeding had bee started. I told her I would call her back in a few hours. I did. I borrowed what money I didn't have from my employer. I have over $1600.00 and borrowed $1100.00. She said great. All was well. I said I needed a few hours to get to the bank I was told no problem they wouldn't pull.the money until evening. While talking she said that foreclose proceeding started today! I'm very upset at this point. She insists that she is working on something. Asked me to call back next week. I got increasingly more upset. She gave me the name of the layers office that my foreclosure was sent to. I spoke with them. They say they have nothing yet and to call back in three days. At which time they will give me a chance to reinstate but with file and lawyer fees on top of everything else. I have never got the same answer twice it's very unprofessional. I would like SunTrust to take my payment like they said they would. I don't feel I should pay late charges because I was paying. I told my point of contact when I would pay they took my money So how did I get behind? She took the payments over the phone. I do not want to loose my house I'm not sure what to do. I do feel they are a very unprofessional company who doesn't have a clue what each department is doing.Desired Settlement: To be able to stop foreclose by paying my past due amount as they said I could. Also to drop late charges on payments they took over the phone.

Business

Response:

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 October 22, 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

Mortgage Escalations Resolution Team

Review: SunTrust admitted negligent delays in informing that proven fraudulent credit report item would impede refinance of existing mortgage loan. Bank repeatedly continued to ask for irrelevant and already provided information during the coarse of loan application over a period of months. This appeared to be an intentional delaying tactic. Intentional or negligence, this lead me to make decision to withdraw the loan just prior to[redacted] deleting disputed item. [redacted] is still pending. Dallas, TX based [redacted] reported fraudulent [redacted] item. CPA has hundreds of complaints on file with Revdex.com for similar issues. Bank is now refusing to honor original loan offer at 4.1% interest rate and is insisting on new rate at 5% or greater. This delay tactic was intentional to employ third party fraudulent scam as justification to delay, discourage and eventually deny the original refinance loan.Desired Settlement: Bank shall honor original loan offer or refund the difference between existing 6.35% loan rate and the offered 4.1% loan rate.

Business

Response:

Dear [redacted]

This letter is in response to the above referenced Revdex.com case regarding [redacted] and [redacted] mortgage loan. Thank you for notifying us of [redacted] and [redacted] concerns. We appreciate the opportunity to look into the issues raised and provide a response to you.

Our records reflect that April 30, 2013, [redacted] contacted SunTrust Mortgage, INC and applied to refinance the above referenced loan. During the review process , we requested additional documentation to submit the application to Underwriting Department . Once we received the additional documentation, we sent it to our underwriter for review. During the underwriting analysis, we extended the rate lock twice at no expense to [redacted].

On August 14, 2013 [redacted] contacted us by mail and informed us that he accepted a cash offer for the property and associated loan. He requested that we not proceed with any further actions to refinance his loan. On August 14, 2013 SunTrust withdrew the loan from our Underwriting Department.

We are unable to comply with [redacted] request to honor the application that was withdrawn or refund the difference between the current market rates and the rate that was quoted in April 2013. [redacted] is welcome to reapply at the current market rates by contacting SunTrust at the number below.

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 with honesty and transparency. 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 and we verify that information provided to our clients is complete, accurate and is not likely to mislead or deceive. 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 b 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.

[redacted], if you or [redacted] has any questions please contact our client services department at [redacted] Monday through Friday from 8AM to 8 PM and Saturday from 9AM to 3 PM ET. A representative will be glad to assist you. If I may be of assistance, you may contact me at [redacted] Monday through Friday from 7:30AM to 4:30 PM ET.

Sincerely,

Review: An unauthorized speed pay payment was debited from my account on August 30, 2013. Suntrust Mortgage claims that I set up a payment on August 17th. I never authorized any kind of payment. I even called on August 29th to let them know that I was under hardship and would have trouble making my full payment for the month of August. The rep that I spoke with on the 29th NEVER mentioned a payment to be scheduled the following day. I called several times and spoke to several representatives that gave me all different stories. I filed a complaint for a review on the 30th and on September 3rd I received a call and was told that Suntrust had done their "investigation" and was not going to refund the payment taken out of my account or any of the over draft fees that were occurred from them taking the money out. I asked for phone records for proof and they said they were not authorized to send me that information. So I can not verify for myself to protect myself. I was also told by a representative that once credit card info is on file they have the authority to take a payment without authorization. I know for sure that that can not be possible. So I am filing any and all complaints I can to report these people to have the proper investigation exercised to protect myself.Desired Settlement: I would like an explanation of the reason for their decision to not refund my money. I would like an explanation for all the things the representatives told me and how they were ignored when I tried to tell them what I was told. I would like a refund of the overdraft fees that were occurred to my account because of them taking this money without me knowing and without my authorization.

Business

Response:

Thank you for forwarding to SunTrust the correspondence you received from [redacted].

We contacted [redacted] by telephone today to address the issues he brought forth the the Revdex.com. As a courtesy, we also refunded some overdraft fees to his account as he requested. Therefore, we are closing our file on Revdex.com case [redacted].

Should you have any questions about our response to [redacted], please feel free to call [redacted], a manager of Executive Services, at [redacted]. He will be glad to speak with you.

Sincerely,

Review: I sent a check to suntrust for my escrow shortage, as I do every year. Then every year they send me a mortgage bill for the HIGHER AMOUNT. Last year, I asked 4 TIMES for a correct statement and some stupid woman on the escalations team named Kewanna [redacted] just kept sending the WRONG statement. I don’t know if it’s because she’s completely incompetent, doesn’t care about customer service, or both. I need a competent suntrust employee (assuming one exists) to send me a CORRECT MORTGAGE BILL for $2,147.19 which reflects the escrow shortage that I PAID IN FULL. It’s completely ridiculous that I even have to ask for this EVERY YEAR and suntrust needs to do a better job of calculating the escrow due. It’s short every year by hundreds of dollars. I did not choose suntrust for my mortgage, I got stuck with them and it sucks!Desired Settlement: I need someone to send me a CORRECT mortgage bill for March. I have the same problem EVERY YEAR.

Business

Response:

Dear Ms. [redacted]: We received your correspondence regarding th.e 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 February 17, 2016. Upon receipt of the signed authqrization form, we will gladly share a copy of our response with your office. Thank you for contacting SunTrust. Sincerely, Kewanna [redacted] Officer Mortgage Escalations Resolution Team

Consumer

Response:

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

I have NOT gotten a response from suntrust. I sent emails to their asksuntrust email address, but all were IGNORED. They shouldn't need a signed authorization form to send the CORRECT mortgage bill. I shouldn't have to file a Revdex.com complaint EVERY YEAR to get a CORRECT mortgage bill. These people are completely unprofessional and incompetent!!

Review: We selected SunTrust for our mortgage because we were told we could recast our mortgage once the sale of our old home closed (which was under contract). We only had to pay 5% down and then after the closing we could recast with a lower principal amount and elimination of the mtg insurance. Since we were closing within 30-60 days on the sale of our home this was the option we selected. After the closing when we contact Suntrust to make arrangements to recast the loan we were told it could not be done for 6 months in order to have a loan history and that the mortgage insurance would have to be addressed by writing to another division and asking if it could be eliminated. These requirements were never disclosed at the time we applied for the mortgage and subsequently we filed a complaint, However we only got an apology for the misinformation and told per their policy we could not request a recast until Feb 2016. We can re-finance with another institution but this will require closing costs. We feel Suntrust should honor the promise to recast and waive the insurance as we were told at the time of application or else reimburse us for the cost of the additional interest and insurance and the closing costs for moving our loan.

Business

Response:

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

forwarded to our office from the Revdex.com (Revdex.com) regarding the

above referenced loan. We appreciate the opportunity to look into the issue

raised and to provide a response to you.Our records show that on September 11, 2015, we researched

your concerns and provided the enclosed response. As indicated previously, your

account would not be eligible for recast review until February 2016.If you have any questions concerning the servicing of your

account, please contact our Client Services Department at [redacted] Monday through

Friday from 8am to 8pm or Saturday from 9am to 3pm.If you have any questions regarding this letter, you may

contact our Mortgage Escalations Resolutions Team at [redacted], Monday through

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

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.

Review: We have been trying to refinance our mortgage with Suntrust Mortgage for 6 months. We started the process in mid-April with the hope of going to settlement no later than June 1. All requested paperwork was submitted and an appraisal was done almost immediately. Suntrust even transferred our Homeowners Policy from our current mortgage holder to Suntrust on May 26th. We asked for a mortgage amount of $165,000 that would pay off the first mortgage, the home equity line of credit, and our credit cards at settlement. We also requested to keep the line of credit open. (We only owe $21,000 on our home that appraises for $720,000; $29,000 on credit cards; $112,000 on a home equity line of credit.) After multiple inquiries week after week, Suntrust still has been unable to process this refinance. Their reason is that they contract out the processing of the loan, new government regulations, and that they have a new computer system. The delay seems to be more attributed to a very poorly managed process. We were requested to provide the same documents multiple times over the course of this 6 months because they couldn’t locate them. The paperwork seemed to move back and forth from one office to another. Suntrust has also run so many credit inquiries, that our credit score has been lowered. The delay in this process has cost us over $7,300 that would not have been incurred had we gone to settlement in a reasonable time. (This amount includes the $900 reduction in our mortgage each month that we would have realized through the refinance, as well as approximately $950 in interest charges each month that we would not have incurred had we refinanced in June.) If we don’t go to settlement by Oct 1, we will incur another $1850 in expenses. Each week/month I am told that “it will be soon". Not only has this delay cost us a tremendous amount of money, but it also has inhibited our ability to make some major life decisions.Desired Settlement: We would like Suntrust to compensate us for the costs we have incurred due to their inability to deliver us this mortgage in a reasonable amount of time. We also would like Suntrust to pay our closing costs, if and when we get to settlement.

Business

Response:

See attached

Business

Response:

Dear [redacted]:This letter is regarding 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 strive to provide our clients with efficient and accurate

service. Please accept our sincere apologies for the delay that occurred in the

closing of your loan. We are pleased that your loan successfully closed on

October 5, 2015. [redacted], welcome to SunTrust.As a good will gesture, on October 5, 2015 we refunded your

[redacted] card ending in &&&& the appraisal fee in the amount of

$475. We also [redacted] SunTrust Mortgage, Inc. (SunTrust) check [redacted] in the

amount of $675, which represents the processing fee of $625 and an additional fee

of $50.In the future if you have questions about the servicing of

your loan, please contact our Client Services Department at [redacted], Monday

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

questions regarding this letter, you may contact our Mortgage Escalations

Resolution Team ar [redacted], Monday through Friday from 8am to 6pm.

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.

We have accepted the “good will gesture” provided to

us by SunTrust. Unfortunately, this does

not come close to compensating us for the cost for the delay in this refinance

process. As stated in the original

complaint, we were to have gone to settlement and closed on this loan by June

1, 2015. We did not go to settlement

until October 5, 2015. The delay in this

process cost us over $7,300 that would not have been incurred had we gone to

settlement in a reasonable time. During

this process, SunTrust also reduced the amount of our Home Equity Line of

credit. We would like our Home Equity

Line of Credit restored to what it was before this process and would like to be

compensated for the cost of the delay.

Regards,

Review: Suntrust is charging me flood insurance but I am not in a flood zone and never was. My monthly mortgage increased 200 dollar to cover flood insurance but my LOMA certificate (15-04-2044A) indicates that I am not in a flood zone. It appears that Suntrust is trying to extort money from me by claiming that I was in a flood zone starting in August 2014. If this is so, show me the documentation that indicates such. Maybe they are trying to take my home from. I can't understand why; I've never been late or missed a payment since I purchased the home in 2002.Desired Settlement: Delete flood insurance charges and return money paid to avoid bad credit rating.

Business

Response:

Dear Ms. [redacted]: We have received and reviewed the correspondences that were forwarded to our office from the Consumer Financial Protection Bureau (CFPB), Revdex.com (Revdex.com) and Florida Attorney General's Office regarding the above referenced loan. We appreciate the opportunity to look into the issue raised and to provide a response to you. Our records indicate that we have reviewed your concerns and responded to you in our enclosed letter dated May 14, 2015. I am glad that we were able to resolve this matter for you. In further review of your account, we received notice from our flood zone determination vendor that the property's flood zone was reclassified from flood zone "Xn to "AH" in October 2014. Flood insurance is required for properties located in flood zone. "AW. As the servicing agent of the mortgage we will always require evidence of insurance for the mortgaged property to protect both parties' interest in the event of a loss. Between November 2014 and April 2015, you communicated with FEMA and our Insurance Department to provide the Letter of Map Amendment (LOMA) as evidence that the property was in flood zone "X". In April 2015, we received adequate evidence, LOMA dated March 12, 2015, reflecting flood zone "X". The lender placed flood insurance policy was cancelled and a refund of $617.90 was issued for the policy premium paid on November 21, 2014. However, the full premium of $948.32 should have been refunded. On April 28, 2015, the remaining balance of $330.42 was deposited into the escrow account. Ms. [redacted], we regret the delay and any inconvenience that may have been caused. If you have any questions regarding the servicing of the loan, you may contact our Client Services Department at 800.634.7928, Monday through Friday from 8 a.m.to 8 p.m. and Saturday from 9 a.m. to 3 p.m. ET. If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from 8 a.m. to 6 p.m. ET. Sincerely, [redacted] Officer Mortgage Escalations Resolution Team

Review: I lost my job in October 2013. Suntrust applied late fees which were normal, however they begin charging me $20.00 for a loan preservation specialist to inspect my home monthly. I called in to collections who continuously sent me to loan preservation department. They never answer the phone nor do they return phone calls. I logged into my suntrust mortgage account online and sent a correspondence and this is what I got in return

“Dear [redacted] ,Thank you for contacting SunTrust Mortgage.

Unfortunately, this email was sent through an unsecured source and we are unable to reply with account level detail for security purposes. To send a secure email, please log on to your account at [redacted] and then click on the Secure Mail link. If you are still having issues getting into the secured site please contact our customer service department at [redacted] for assistance.I hope this information proves helpful. We look forward to satisfying your financial needs.

I give full authorization for Suntrust to respond to this complaint. [redacted] Suntrust do not give me this response. “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 January 14, 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.” Unacceptable!!!

Sincerely,

Mortgage Default Dept.

I have not seen anyone come out to inspect my home nor have they left any paperwork to verify they have been there. Recently I have had a $40 late fee and an additional $ 40 for loan preservation. This is truly a rip off and unethical. I am very disappointed in this company and the way they do business.Desired Settlement: I would like the home preservation inspector to leave documentation that he or she has came out to inspect my home and I would like a refund for the charges for these services because I have not had verification that anyone has ever inspected my home. These charges are $20 monthly. Loan #[redacted]

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 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.

Sincerely,

Review: After 2 phone inquiries for a mortgage payoff amount calculated on certain dates, I sent a personal check ($[redacted])in advance of last calculated date of February 26, 2014 to pay off mortgage in full. On about March 1, I received a letter with the check returned explaining a process requiring wire transfer or cashier's check. I phoned the enclosed number in the letter to authorize initiating a wire transfer and they sent me to a local branch to perform the transaction. The local branch said they could not help since he transfer was from [redacted]. They suggested new options that would result in double wiring charges to mortgage bank or single wiring charge to branch and then a cashier's check for mortgage bank, where both methods would delayed payoff. I called Suntrust Mortgage again for assistance, and to waive additional interest charges associated with extra days to resolve. They did not offer any assistance other than recalculate the interest charges ($[redacted]) for new estimated times to receive a cashier's check. I was forced to pay the original pay off amount of $[redacted]; additional interest charges of $[redacted], air express charges of $[redacted] and 2 hours of personal time for bank runs or calls. Suntrust acted with neglect and seemed to put barriers to this pay off on every step.Desired Settlement: Refund the following for restitution into my Suntrust checking account:$[redacted] calculated as$[redacted] interest + $[redacted] administration + $** extra services

Business

Response:

Dear [redacted]:

We have received and reviewed the correspondence that was forwarded to our office from the Revdex.com regarding the above referenced loan. We appreciate the opportunity to look into the issue raised and to provide a response to you.

Our records indicate that you were provided a payoff statement on February 4 and 10, 2014. The payoff statement provides the form of payment required for the payoff, the total amount to pay the loan in full, as well as the payoff mailing instructions and other pertinent information related to a loan payoff.

On February 25, 2014, we received and subsequently returned to you check number [redacted] in the amount of $[redacted]. The check was returned because payoffs must be in guaranteed funds. An updated payoff statement was also provided to you for review. The payoff funds were received on March 7, 2014 and the loan was paid in full.

We are unable to honor your request for restitution as we did not receive the payoffs funds in the proper manner required to satisfied the mortgage loan on February 25, 2014.

[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 am to 6 pm. ET.

Sincerely,

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 reviewed the February 4 paperwork referenced in your response, and it does say guaranteed funds, but not what constitutes this guarantee. The same letter goes on to address a wiring option only. Also, I spoke to one of your agents on 2 occasions before the mailed personal check, which is a "FDC guaranteed. Plus, I am a registered "premium customer" that had more than enough liquid funds to cover the payoff of my submiittal date (same as guaranteed). Clearly the intent on the earlier date must be acknowledged through proof provided with this complaint.Your neglience caused my mistake of not recognizing the form of payment needed. If I had recognized it, I would have complied and never experienced the additional interest cost, administrative cost and personal time impact.

Regards,

Review: I had an incident in my life that caused me to be behind NO MORE than 2 months *June & July 2013*. I contacted my Suntrust Mortgage contact person [redacted] on 7/17/2013 at 3:40pm EST. Received voicemail and I left her a detailed message. She called me back and informed me of my options of a repayment plan and to contact the collections department to set it up. At 3:47pm 7/17/2013, I spoke with [redacted] from Collections. I informed her of the reason why I was behind and what I can do as I am working hard to keep my home. But unexpected medical issue did come up that no one has control over. She stated that I can call back on the day before I make payment to make sure I am approved. On 7/30/2013 at 8:50am, I spoke with [redacted] from Collections and she took my info and informed me that I have a surplus of $313 therefore I am approved for the repayment plan. She stated that I will need my checking act info for payment and that the terms will be for 5mths at $1286.00 after making the initial payment.

On 7/31/2013 at 1:15pm, I called collections and spoke with [redacted]. He worked on getting my repayment plan submitted. He had issues and had to place me on hold in order to get my info into the system. After about 40mins he was able to take my payment of $1053.00. Informed me of the terms of $1475.95 for 5 months due on the 30th of each month. He ended the call with my conf# [redacted] at 2pm and stated that in a few days I shall received paperwork to be signed and mailed back initializing the repayment plan.

As of 8/12/2013, I received NOTHING in the mail. Therefore I became very worried and frustrated. I called Collections and was transferred to the [redacted] and spoke with [redacted] at 6:53pm. She stated that they did NOT have any repayment plan on file. I informed her in detail everything I endured. She apologized and jumped on the ball and stated that she will send emails out and attempt to get this retrified. That moreso what happened was that the repayment plan did not go through due to modification in process. However, NO ONE TOLD ME THIS. I informed her why the gentlemen did NOT tell me when setting up the repayment plan on 7/31/2013. She stated that she is not sure why he LIED. She stated that again she will get this out and note my file and try to make this right. She stated that if I go forward with the payment plan it will be $1249.36 on the 28th. She then transferred me over to Collections at 6:29pm to a [redacted]. She was informed of the issue and was also apologizing ensuring they will make it right. I informed her that I reach out to Suntrust for help and I am trying to keep my home but having being lied too is NOT professional nor ethic to do to anyone. She went over my info again and stated I have a surplus of $378. She will update the system that I will make the payment AGAIN for a 'new' so called repayment plan on the 28th.

On 8/28/2013, I contacted Collections at 9am. Spoke with [redacted] she stated that I will need to make the first initial payment for the repayment plan of $1049.36. She attempted to enter all my info into the system again however there was an issue and she placed me on hold. At 9:26am, she transferred me over to [redacted]. Who has to retake my info again as they did not have anything in their system. As if I have NEVER called before. He went over the terms of 5months at $1635.64. I was horrified. I asked him why the jump in what I have been told previously. He stated that they changed some things. I explained to him that THEY/SUNTRUST was in the error when I was told everything went through for the repayment plan back on 7/31/2013 so why do I have to suffer for THEIR mistake. He just stated that its the price I have to pay in order to get back on track. I made the initial payment of $1053.98 comf# [redacted] and now stressed on how to make an payment as such.

Now this is NOT assisting nor helping anyone, this is more so hurting and making sure the customer loose their home that they are intending to keep. How can I be at fault for Suntrust mistake of having me think that everything was fine back on 7/31/2013 when I did the payment for the repayment plan to find out on my own that the person LIED. This is unprofessional, unethical practice. Please someone look into this. If this happened to me, I know there are others this is happening too or have already happened too. Now I'm at the point of looking for a higher paying job in order to make this payment and attempt any overtime my job gives if any and make myself sick again which in return cases lost of income. That is a no win win situation or anyone.Desired Settlement: TO be placed on the repayment that I was FIRST initially informed of via July 2013 phone calls. If you all do not have the phone records as every call is recorded, I am happy to obtain mines. I was quoted first $1286.00 then $1475.95 then $1249.86 then finally $1635.64. I have my notes and records to backup EVERYTHING I have been told. This is just not right, and I deserve justice in this disheartening, stressful situation.

Business

Response:

Dear [redacted]:

We received your correspondence regarding the above reference case. Because you did not include a signed authorization form form the client, we are unable to provide you a copy of our response to the client dated September 23,2013. Upon receipt of the signed authorizaion form, we will gladly share a copy of our response with your office.

Thank you for contacting SunTrust Mortgage Inc.

Sincerely,

[redacted]. [redacted]

Office Mortgage Escalations Resolution Team

Review: On two separate occasion this year Suntrust Mortgage failed to pay my property taxes to my local county treasury office. This bank collects my tax payments in the form of my escrow account. I have dealt with this company over the phone about these issues. This is by far the worst customer service ever. Their company just hung up on me on numerous occasions. Now I face legal action from a third party collection agency on behalf of the county threatening to put a lien on my property and potentially repossession. What can I do besides complain and get no where? I ended up paying the whole years taxes on my own even though they collect the money in my escrow account.Desired Settlement: I want this company to refund me the money I had to spend. I also want a written explanation to why this happened in the first place. Their negligence could potentially affect my ownership of this house plus affect my business.

Business

Response:

Re: [redacted]

Revdex.com Case [redacted]

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 6, 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 Resolution Team

Review: Due to a loss of income, my husband and I requested a mortgage loan modification. We provided all the information required starting in March. Today, 5/14/13, we were notified that we did not get approved for the loan modification because we did not prove a hardship.Included in the paperwork sent to Suntrust in March was a copy of a layoff letter from [redacted] stating that my husband would be laid off on 4/5/13. Also, included in the paperwork was a copy of my husband's registration with the Virginia Employment Commission. Our loss in income was about $65,000 to $42,000 to $0 in year's time. My husband does not have a college education and was very lucky to have had the job at [redacted] where the pay was great. He will never find a job making that amount ever again. Check with the VEC.My current income is $24,500 a year and we have a family of 4. Our mortgage payment is $1163.15 a month, an amount we can no longer pay.How does this not prove a HARDSHIP?We have been customers of Suntrust for 30 years. This is our second mortgage with Suntrust. We also have a credit card and a second loan with the bank. We have worked hard all our lives and have paid our bills even when my husband has lost his job before due to layoffs or a company shut down. We have struggled for the last year to make the mortgage payment when he lost $24,000 in May of 2012....we made our payments on time.How is an income of 24,000 for a family of 4 suppose to suffice to save a mortgage?I cannot believe our bank and mortgage company has denied a loan modification to people who pay their bills and have given them business for 30 years.Desired Settlement: A loan modification immediately provided with the paperwork already provided orwe will contact an attorney and see if we can sue. Thanks.[redacted]

Business

Response:

Dear Ms. [redacted]

We received your correspondence regarding the above referenced case. Because you did not include a signed authorization form from the client, we are unable to provide you a copy of our response to the client dated May 28, 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,

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.

Suntrust's response is that they did not receive a sign consent form. Then why have they been contacting me. They will not honor or help with the loan consolidation. However, they are offering another refinance that we have not been told the details. We are awaiting a response. We tried to refinance two times last year and tried to sell our home. I explained all this to Suntrust. We would have refinanced last year if we could have.

Send a copy of the consent form that can be printed.

Regards,

Tina Hayes

Business

Response:

Dear Mr. and Ms. [redacted]:

This letter is in response to correspondence we received from the Revdex.com Serving Central Virginia, Inc. regarding loss mitigation assistance for the above referenced loan. We appreciate the opportunity to respond to this matter.

We reviewed your loan for loss mitigation assistance options in May 2013. However, your loan did not meet the imminent default criteria set by the investor of the loan. Therefore, there are no loss mitigation options available at this time for your loan. Ms. [redacted] of our Loss Mitigation Department spoke with you on May 24, 2013 and discussed the reason for the loss mitigation assistance denial.

Ms. ** also explained that because your loan is current, you may be eligible for a streamline refinance through the Home Affordable Refinance Program (HARP). If you would like to speak to a loan officer about refinancing your loan, please contact our Consumer direct Department at [redacted].

Mr. and Ms. [redacted], if you have any other questions regarding your loan, please do not hesitate to contact out Client Services Department at [redacted], Monday through Friday 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,

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 disagree with the reasoning. We did not prove a "hardship." When we started the loan process, my husband was employed but has lost 24,000 in income last year. We struggled for a year to make the payments .... on time. In April, my husband was laid off and will not be recalled back. This loss of income for a year is $65,000. My husband will not ever earn that income again. He worked for one of the highest paid companies in Virginia. They laid off a total of over 600 employees due to the economy.

We made our payments for April and May by saving and using our federal tax refund money. That money is almost exhausted.

The loss of income of $65,000 .... how is that not a hardship?

We have been offered the HARP but not sure if that will work for us. Still in discussions. We have been customers of Suntrust for 30 years. We have had two mortgages with them. I know there are guidelines to follow but the definition of a "hardship" must change!

Regards,

Review: We recently refinanced and our mortgage was sold to Suntrust Mortgage. While their website is difficult to navigate I figured out how to request a bi-weekly payment plan. They sent me the paperwork and I mailed it in roughly around August 21st. The paperwork gave an option to choose a starting day for the funds to be drafted. I chose the first Monday of the month, meaning September 7th, without thinking that was a banking holiday. I called on September 8th and they had not yet received my paperwork. I asked if that meant that the payments would be drafted the first Monday of the following month, meaning October, she said probably but she couldn't be clear since they had yet to receive my paperwork. She could see in her system that some mail had been received but it had not yet been processed.

On the morning of September 15th still no money had been drafted and I made a rather large payment to a creditor. The morning of the 16th I checked my account to discover that they did withdraw over $600 from my account causing $36 in overdraft fees and requiring me to place stop-payments on other bill pays.

I complained they did this without prior notification. They stated that they mailed me a letter on the 11th, to which I have not received yet and it is now the 23rd. Either way, mailing a letter on a Friday for funds to be drafted on the following Monday is insufficient notice. Especially after I was assured on the 8th that nothing had been set up yet.

They say they were basing the withdrawal date of the 14th on my request to start the 7th. I say that the woman on the phone conversation dated the 8th promised me ample notification and none was given.Desired Settlement: I would like them to reimburse me for the $36 overdraft fees we incurred.

Business

Response:

Dear Ms. [redacted]:We received your correspondence regarding the above referenced case. However,you did not include a signed authorization form from Mrs. [redacted]. Therefore,we are unable to provide you with a copy of our response to Mrs. [redacted] datedOctober 2 2015. Upon receipt of the signed authorization form, we will gladly sharea copy of our response with your office.Ms [redacted], if you have any questions regarding this letter. you may contact ourMortgage Escalations Resolution Team at [redacted] Monday through Fridayfrom 8 a.m. to 6 p.m., ET.Sincerely,[redacted]

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,

[redacted] from Suntrust has contacted me and state that a check would be mailed today 10/05/15 for the $36 overdraft fees I incurred. Since this was the exact resolution I desired I am willing to drop the case.

Review: I have been sending my mortgage to Suntrust Mortgage by way of automatic draft from my [redacted] account since March 2013 just prior to my deployment. Now since May 2015 I am getting harassed by Suntrust that the payment isn't there. After numerous phones calls and a fax of the check they locate the check. However the same thin happens every month. Right now I am delinquent (according to Suntrust) for June and July payment. [redacted] has stated nothing hasn't changed with the method in which they send the payment. Please ask Suntrudt to figure out what they are doing wrong and refer to the research back in May when the payment was located. I am currently relocating on military orders and can not do their job for them. My obligation of this contract in which I entered is to provide payment to Suntrust on a monthly basis. I have kept my end of the deal. It is not my duty or responsibility to figure out why and where the payment went. I will notify Suntrust If changes are made by me and I expect them to do the same. Suntrust also insured me that this wouldn't affect my credit. They lied. It is in my credit report and I would like to have it removed immediately. They have so sent out a foreclosure on my home which I would like rescinded.Desired Settlement: Request that Suntrust do the research independent of me doing their job and find my payment. Remove all late payments from my credit report and remove pending foreclosure on my property.

Business

Response:

Dear [redacted]We have received and reviewed the correspondence that was

forwarded to our office from the Revdex.com (Revdex.com) regarding the

above referenced loan. We appreciate the opportunity to look into the issue

raised and to provide a response to you.Our research revealed that your online bill payer referenced

a closed loan number on the payment check instead of the current mortgage loan

number. This, the payments for June and July 2015 were returned to you. As discussed,

we placed stop payments on checks [redacted] and [redacted] each in the amount of

$1,000.00 the funds were applied to your current mortgage loan as the June and

July 2015 month payments each in the amount of $964.25 with a principal

curtailment of $71.50.The late fees assessed for the June and July 2015 payments

were waived on July 28, 2015. Additionally we have submitted an updated to the affected credit bureau(s)

which will remove the assicated negative information from your credit report

for the July 6, 2015 reporting.Your request to set up SurePay, our automatic drafting

program, was received and established effective with the September 1, 2015

monthly payment.[redacted] if you have an questions regarding the

servicing of the loan you may contact our Client Service Department at

[redacted], Monday through Friday from 8am to 8pm and Saturday from 9am to 3pm.If you have any questions regarding this letter, you may contact

our Mortgage Escalations resolution Team at [redacted], Monday through Friday

from 8am to 6pmSincerely [redacted]

Review: When we entered our mortgage agreement, our mortgage broker informed us that we would be released from escrow after 6 months if we paid everything on time. We were not released from escrow, but were generally fine with staying in the escrow arrangement. That is, of course, until the escrow account MISMANAGED our escrow funds, paying the property tax TWICE. Here is what happened:

At closing in June 2012, it was agreed that [redacted] would pay the 2012 Property Tax bill in Fall 2012. Funds were transferred as part of the Settlement Statement for Jan-May 2012. Despite the fact that the property tax bill was under dispute, SunTrust paid the 2012 Property Tax bill in September 2012 with funds from the [redacted] escrow account. Because SunTrust paid the bill early, it was refunded to the owner of record as of January 1 - the prior owner of our house. Then, when the property tax bill came due, SunTrust paid it AGAIN from the [redacted] escrow account. After paying the taxes TWICE, SunTrust informed us that we had underfunded our escrow account and requested additional funds.

SunTrust then took NO steps to correct the problem, and has insisted that we continue to abide by the escrow account despite the fact that the organization is clearly INCAPABLE of managing a complex process such as this. I do not trust SunTrust to manage our escrow account and believe we would be FAR better at managing our tax obligations than an organization that has already proven itself massively incompetent.Desired Settlement: We should be released from the escrow account without having to pay any fees and have the amount currently in our escrow account refunded to us immediately.

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 March 28,2014. 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,

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,

Review: SunTrust Mortgage has the inexcusable policy of sending your escrow refund check to the property you have just sold upon close of a mortgage account. Apparently they rely on the customer to change this info, even though it is readily available in the closing documents or simply by picking up the phone and calling a customer. (As the closing attorney contacted them before closing, I had no interaction with them to learn I needed to change the address -- this has to be common) I closed that house on May 24. I called in mid-June at which point I was told they mailed the check to my old address on June 7. Their advice to me was to just assume the mail forwarding would get it there. Today is June 26, one month and two days after the close of my house and I still cannot access the $2200 SunTrust Mortgage owes me. They told me I would have to wait for 30 days after the check was issued (July 7) for them to even begin to research whether it was cashed or not and only then, would they start the process to send a new check. After complaining respectfully, I was told they would start to research it in 7 days (which is almost the same date as the 30 day policy would prescribe, and then it would be another 5-7 days to receive the check. I asked them if +$80,000 in interest payments over 7 years warranted an overnight delivery, but they said no. This is evidence that SunTrust Mortgage is anti-customer. I have a SunTrust checking account (for now) and one would think that if they put the customer first, they could have this money in my account today. Be forewarned if you secure a mortgage with SunTrust, they will not treat you well.Desired Settlement: I want SunTrust to electronically transfer the money they owe me, that they sent to the wrong location, overnight.

Consumer

Response:

Hello,

After informing SunTrust that I had filed a complaint to the Revdex.com, they jumped into action and are resolving my issue to my satisfaction. Please feel free to close and/or delete this complaint and I sincerely appreciate your help.

Review: I get multiple phone calls per day at my home phone number: [redacted] for someone named [redacted]. The message claims to be from Suntrust Mortgage, and urges "[redacted]" to call [redacted] to avoid losing a financial opportunity.

These phone calls are not a live person, but rather an automated system. I have responded, through the automated system, three different times telling them that they have the wrong number. They keep calling anyway, multiple times a day.

I have never done business with Suntrust Bank or Suntrust Mortgage. My number is on the Do Not Call list. I have registered a complaint with them as well.Desired Settlement: I want my number: [redacted] removed from their system. I want the annoying phone calls to stop.

Business

Response:

Dear [redacted]:

We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from [redacted]. Therefore, we are unable to provide you with a copy of our response to [redacted] dated October 15, 2014. 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 PT.

Sincerely,

Officer

Review: I seem to be unable to successfully log into the company website the next time after having reset the password. When I log in I am presented a challenge question which I answer accordingly. The system does not accept my answer and I am forced to call customer service to have the account unlocked. This has happened four times already and extremely frustrating. I have many other accounts with other institutions and do not have this problem anywhere else.Desired Settlement: Please develop an application like other vendors have that works on a cell phone and uses your fingerprint to sign in.

Business

Response:

Dear Ms. [redacted]: We received your correspondence regarding the above referenced case. However, you did not include a signed authorization form from Mr. [redacted]. Therefore, we are unable to provide you with a copy of our response to Mr. [redacted] dated March 22, 2016. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office. Ms. [redacted], if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from 8 a.m. to 6 p.m., ET. Sincerely, Wanda H[redacted]

Review: I had a mortgage with SunTrust years ago in which I defaulted on, tried to recover by offering to bring current the balance due so I could keep my home. However SunTrust would not work with me to save my home. I filed bankruptcy which was honored by the courts January 15, 2010. The balance due SunTrust was forgiven in the bankruptcy and my attorney sent the appropriate paperwork to them. SunTrust has since continued to report on my credit that I have a current mortgage and am defaulting on the monthly payment. As a result my credit does not afford me to buy a home as I should be able to at this time. SunTrust also keeps sending me paperwork through their attorney, [redacted] in Bethesda, threatening foreclosure on me at that property.Desired Settlement: I want all remarks from SunTrust removed from my credit report as of January 2010. And I want them to stop harassing me.I intend to file a law suit against SunTrust now for wrecking my life, my credit, my ability to buy a home and personal damage. I did the right thing and moved out four years ago, and the home has been vacant since. They could stop the foreclosure and let me keep the house as part of compensation for damages, since I do not have a home.

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 July 2, 2013. Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.

Thank your for contacting SunTrust.

Sincerely,

Assistant Vice President

Executive Services

Consumer

Response:

I have reviewed the letter sent to Revdex.com by SunTrust Mortgage in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.

Thus far, SunTrust Mortgage has only said they would look into my complaint and has not yet offered a solution to resolve the matter.

Regards,