SunTrust Mortgage

Re [redacted] Revdex.com Case [redacted] We have responded to [redacted] by letter on June 9, If you have any questions about our response, please contact [redacted] ***.Sincerely, [redacted]

November 29, Revdex.com Serving Central Virginia, IncAttn: [redacted] *** Moorefield Park Dr., Ste Richmond, VA Re: Name: [redacted] Case Number: [redacted] Revdex.com Case #: [redacted] Dear Ms***: We received your correspondence regarding the above referenced caseBecause you did not include a signed authorization form from Ms [redacted] , we are unable to provide you with a copy of our response to Ms [redacted] dated November 29, Upon receipt of the signed authorization form, we will gladly share a copy of our response with your officeThank you for contacting SunTrust Mortgage, IncSincerely, Kenya W*** Mortgage Escalations Resolution Team

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I appreciate their response but it did not contribute to the resolution of my complaint I decided to make another attempt through SunTrust's client service number to find resolution and, fortunately, a random customer service representative was successful in resolving my problem because she had encountered the same issue with a previous client The complaint can be closed.Please see attached personal letter to the business I would appreciate you forwarding it to SunTrust.Thank you very much for your help Regards, [redacted] ***

Dear Mr [redacted] : This letter is a follto our previous response to you dated February 3, 2015, regarding the refund of the appraisal feeThank you for allowing us to once again review this issueWe have reviewed your loan application again and detemnined that we will refund you the appraisal feeOn February 11, 2015, we credited your VISA card ending In *** the appraisal fee amount of $In addition to the refund of your application fee, we are also providing you the enclosed copy of the appraisalMr [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.mto p.mETSincerely, [redacted] Officer Mortgage Escalations Resolution Team

[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.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

Re: [redacted] and [redacted] ***? Revdex.com Case #: [redacted] ? Case Numbers: [redacted] and [redacted] ? ·Dear Ms [redacted] :? We received your correspondence regarding the above referenced caseHowever,? you did not include a signed authorization form from Mr [redacted] and Ms ***.? Therefore, we are unable to provide you with a copy of our response to Mr [redacted] ? and Ms [redacted] dated November 24, 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 a.m.· to p.m., ET.? SincerelyWanda H***?

Revdex.com: 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 My goal was to request assistance for my $mortgage in order that I may keep my homeI have a reduction in income and cannot make the paymentsDue to my payments being current, assistance has been denied from SunTrust Mortgage A short sale is not an option and a deed in lieu of foreclosure is not an option either for me However, once the Revdex.com got involved, SunTrust Mortgage finally made a decision not to help me after months Regards, [redacted]

November 16, [redacted] [redacted] [redacted] *** [redacted] *** Re: Loan Application Number: Property Address: [redacted] *** Case Number: [redacted] Revdex.com Case Number: [redacted] Dear Mrand Mrs [redacted] : We have received and reviewed the letter that was forwarded to our office from the Revdex.com regarding the above referenced accountWe appreciate the opportunity to look into the issue raised and to provide a responseOur records reflect that the property lies in a “Special Flood Hazard Area” and flood insurance is requiredThe flood insurance policy provided each year by the Homeowners Association (HOA) is a [redacted] (***), multi-layered flood policyThese types of policies must be manually reviewed each year to ensure they adhere to [redacted] *** ***The flood insurance policy was reviewed and it was determined the information received was not acceptableWe contacted your agent and received a revised policy after their underwriters made an endorsement to fix the policyThe flood policy was reviewed by our Compliance Department and approvedAs a servicer of this loan, we will always require evidence of insurance for the mortgage propertyThe lender is also required to ensure that the flood policy has the correct flood zone, sufficient coverage, and deductible amountsIf evidence of insurance is not received or is not sufficient, then a temporary binder is issuedBinders are issued to protect both parties’ interest in the event of a lossOn November 14, 2016, we withdrew $from your escrow account and paid the lender placed flood policyPlease be advised that the lender placed premium will not be added to your monthly payment while we are waiting on a final decision on your flood insurance policySince there is no lapse in cover, a refund will be issued for the full premium amountIf you have any questions, regarding the servicing of your account, please contact Client Services Department at Monday through Friday from a.mto p.m., or Saturday from a.mto 3p.m., ETIf you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from a.mto p.m., ETSincerely, Wanda H*** Officer Mortgage Escalations Resolution Team

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below First, Suntrust continues to determine that my LTV ratio needs to be 75% when my PMI disclosure (attached) clearly states that it is removed when a LTV 80% is reachedFurthermore, it states that PMI is automatically removed when LTV reached 78%These figures correlate to the federal guidelines in the Homeowner's Protection ActIt is still unclear how Suntrust is generating the LTV 75% value required for PMI removalSecondly, their BPO still conflicts with what the appraiser communicated to meThe appraiser stated that he does not submit a single value, but a range of valuesI would like to see (1) Suntrust's policies and procedures for how they determine the value of someone's home from a BPO (2) the original appraisal from the appraiser (not a stripped down version) Regards, [redacted]

Dear Ms [redacted] : We received your correspondence regarding the above referenced caseHowever, you did not Include a signed authorization form from Ms***Therefore, we are unable to provide you with a copy of our response to Ms [redacted] dated March 3, Upon receipt of the signed authorization fonn, we will gladly share a copy of our response with your officeMs [redacted] , if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted] , Monday through Friday from B a.mto p.m., ETSincerely, [redacted] Officer Mortgage Escalations Resolution Team

We responded to our consumer

Dear Mr [redacted] : We have received and reviewed your telephone inquiry as well as the correspondence that was forwarded to our office from the Revdex.com (Revdex.com) regarding the above referenced loanWe appreciate the opportunity to look into the issue raised and to provide a response to youOur research determined that your loan closed September 2015, with the first payment due on November 1, On October 6, 2015, SunTrust Mortgage, Inc(SunTrust) mailed a welcome letter that included your SunTrust loan number among other informationThepayments made on October 30, for $1,and on November 16, for $were processed through an electronic bill payment service (Fiserv) associated with your banking institutionThe loan number indicated with the payments made through t:ie bill payment service was the Stockman Bank (loan originator) number and not the SunTrust loan numberTherefore, the payments could not be identified or applied to your mortgage loan and were returned through the electronic payment processing systemIt is our understanding through conversation with Stockman Bank and Fiserv that the $payment was returned to youThe payment for $1,was mailed to SunTrust from Fiserv on February 5, and we will apply that payment to your mortgage loan as soon as we receive those fundsMortgage interest is paid in arrears and charged on a monthly basis; therefore, your loan has not been charged additional interestDue to the payments that SunTrust did not receive for application to your mortgage loan, collection activities commenced, which included calls and a property inspection to learn if the property was abandonedOur intention is to reach you and learn how we can help you keep your loan currentWe apologize for any inconvenience you experienced and have waived the late fee assessedThe credit bureau reporting will be reviewed accordinglyI Please contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from a.mto p.mET if you have any other questions or concernsSincerely, Kewana *** Officer Mortgage Escalations Resolution Team

Revdex.com: 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] +All what Sun Trust have done is a curtsy call for admitting that they have been wrong with calculation +They asked for extra personal information from me a and after I haven't heard from them - The have not done anything to fix the credit issues despite theire mistakes, - NO attempt to lower the rate yet! - They have damaged my credit history;; score is dropped to -They are not taking any responsibility after cashing every single check every month damaging my scores.....!!! Let me know if you would need anything from m e Regards, ***

October 11, [redacted] [redacted] ** [redacted] 11px;">Re: Loan Number: Property Address: [redacted] *** Case Number: [redacted] Revdex.com Case Number: [redacted] 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 loanWe appreciate the opportunity to look into the issue raised and to provide a response to youWe regret the problems you encountered on your second mortgage loanPlease accept our sincere apology for any inconvenience this matter may have causedOn May 3, 2016, our Insurance Department updated your loan to begin tracking for insurance in errorAs a result, the lender placed cycle started and the lender placed premium was disbursed on July 11, in the amount of $We have confirmed that the insurance tracking was removed and is a combo loan to your first mortgage loan The lender placed policy was flat canceled and the premium of $was refunded to the escrow account on September 20, The escrow account was deleted as of September 26, Mr [redacted] , if you have any questions regarding the servicing of the loan, you may contact our Client Services Department at Our business hours are a.mto p.m., ET, Monday through Friday and a.mto p.m., ET on SaturdayIf you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from a.mto p.mETSincerely, Kewanna C*** Officer Mortgage Escalations Resolution Team

Re: [redacted] ***Case number: [redacted] Dear [redacted] ***:We received your correspondence regarding the abovereferenced caseBecause you did not include a signed authorization form fromthe client, we are unable to provide you a copy of our response to the clientdated December 5, Upon receipt of the signed authorization form, we willgladly share a copy of our response with your office.Thank you for contacting SunTrust.Sincerely, [redacted]

Re: Current Loan Number: [redacted] Loan Application Numbers: [redacted] , [redacted] & [redacted] Property Address: [redacted] *** Case Number: [redacted] Revdex.com Case #: [redacted] Dear Ms [redacted] and Mr [redacted] : This letter is regarding your correspondence that was forwarded to our office from the Revdex.com regarding the above referenced loanWe appreciate the opportunity to respondOur records reflect in March 2010, loan number [redacted] was approved for a loan modificationThe loan modification capped $15,to the principal balanceThe new unpaid principal balance increased to $128,The interest rate was reduced to 5.00%In March 20M, you completed a loan application (loan [redacted] ) to refinance your current loan ( [redacted] ) with SunTrust MortgageIncYou applied for a FHA Streamline Credit Qualifying Refinance that did not require an appraisalIn reviewing your current loan that closed in June the unpaid principal balance was $114,However, since your loan was modified in 2010, the outstanding principal balance as of May was $119,On June 19, 2014, you were sent the enclosed Notice of Action Taken and Statement of Reasons - Statement of Credit Denial informing you we could not assist because the payoff amount cannot exceed the original FHA loan amountEnclosed is a copy of the denial letterOn June 20, 2014, you completed another loan application ( [redacted] ) as a full .documented loanHoweverwe have no record of you returning the loan application disclosuresAfter several attempts to contact you with no success, the file was withdrawn on July 3, On January 22,2015, we contacted you and discussed your request to refinance your current loan ( [redacted] )We reviewed your file and advised that a full appraisal is required because you currently owe more on the home than the original loan amountIn addition, the home would need to appraise above $122,and you would be responsible for paying the closing cost and escrows out of pocket which is approximately $4,You decided to proceed with a refinance of your current loan ( [redacted] ) and a loan application was taken ( [redacted] )If you should have any questions during the application process, please contact your loan officer, [redacted] at [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, responsibleequitable, and non-discriminatory manner, and in compliance with all applicable fair banking and consumer protection lawsSunTrust is committed to fairly representing its products and services while disclosing the costs and fees associated with such products with honesty and transparencyOur goal is to provide value to our clients, protect their interests, and assist them in selecting the products or services that meet their needsTo that end, we scrutinize our disclosures to ensure that they are clear and understandable and we verity that information provided to our clients is complete, accurate and is not likely to mislead or deceiveWe provide comprehensive training to our employees and we perform ongoing monitoring to ensure compliance with consumer protection laws and regulationsEvery SunTrust employee is responsible for ensuring adherence to fair banking and consumer protection laws and regulationsWe take allegations of unfair, deceptive, or abusive acts and practices seriously and do not tolerate these actions from any employeeThis statement is applicable to all aspects of the credit processincluding, but not limited to, credit approval, pricing, and loan servicingIf you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from a.mto p.m., ETSincerely, [redacted] Officer Mortgage Escalations Resolution Team

Dear [redacted] We have received and reviewed the letter that was forwarded to our office from the Revdex.com regarding the above referenced account We appreciate the opportunity to look into the issue raised and to provide a responseAt SunTrust Mortgage, Inc(SunTrust) we work hard to provide exceptional service to each and every client and regret any instance when we fall short of this goalIt is particularly helpful when our clients let us know when they have experienced a problem or is unhappy with the service providedAs goodwill gesture, enclosed is SunTrust Mortgage, Inccheck number [redacted] in the amount of [redacted] , which represents the appraisal fee of [redacted] , the credit report fee of $ [redacted] and the processing fee of [redacted] Please accept our sincere apology for the delay in sending you these funds and any inconvenience that was causedThank you for providing us the opportunity to assist you with a mortgage loanIf you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted] Monday through Friday from a.mto p.m., ET.Sincerely,Wanda H***

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I've reviewed the issue further with my wife and she was able to clarify for me that she did not submit written communication to remove the extra principal amount added to the draft, because it seemed it was removed automaticallyWhen receiving the letter which stated our new payment after the ESCROW reevaluation, it said our new payment was X, which is what we deposited for draftThat amount was the new payment without the extra principal amount, which we further verified would be correct by looking at our account onlineIt was our understanding that this changed the terms of our payment and the additional $would no longer be includedIf you were to pull the call when my wife discussed this matter with one of your customer service reps, you would hear that they confirmed "sometimes the web site is wrong" and admitted fault for the miscommunicationI believe the call occurred on April 14th, This is an entirely unacceptable response when the results are a negative submission to the credit bureauIf we don't have all the information necessary to make those changes, how can you expect us to follow that? If you say the new payment is one thing in a formal letter, and then draft a different amount, that seems like complete miscommunicationI'm not asking for a concession, adjustment, or anything of actual value to Suntrust, but rather just a simple correction on my credit reportThis is a small thing to Suntrust but completely wrecks my purchasing power, hopefully the importance here conveys Regards, [redacted] ***

Dear [redacted] ***:We have received and reviewed the correspondence that was forwarded to our office from the Revdex.com (Revdex.com) regarding the above referenced loanThank you for the opportunity to research and respond to your concerns.Our records indicate that in January your loan was assigned a Home Preservation Client Representative (HPCR) due to the delinquencyA request was submitted on March 31, to have the HPCR removed from the loan.As information, your loan is a FHA loanThe current owner/investor of your loan is SunTrust Mortgage, GNMAThe contact information is: [redacted] As of the date of this letter, your account is due for the April 1, monthly mortgage paymentThe current unpaid principal balance is $119,and the current escrow balance is $There are no funds in the unapplied “suspense” funds account at this time[redacted] ***, if you have any questions regarding the serving of your account, you may contact our Client Service Department at [redacted] **, Monday through Friday from 8:am to 8:pm or Saturday from 9:am to 3:pmA representative will be glad to assist you.If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from 8am to 6pmSincerely, [redacted] ***