SunTrust Mortgage

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 1) This offer submitted by Suntrust is release permission only Signed permission to release information to Revdex.com was submitted via their form Please reply if their form is not adequate 2) In conversation with Suntrust (Bianca, 7/5/phone conversation) agreed error was on their part and agreed to remove all erroneous delinquent payment reports from credit agencies Result from [redacted] shows delinquent payment is still present See attached report 3) Per Revdex.com complaint request, Suntrust is requested to remove delinquent payments from all credit reports and restore credit ranking to ***s as was the case before erroneous delinquent payment report Please provide proof in writing Regards, [redacted]

Dear Ms [redacted] : We have received and reviewed the correspondence 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 response to youOur records indicate that we received a similar correspondence previously and responded to your concerns in the attached letter dated April In April 2015, your account was approved for a conditional Trial Period Plan and you were required to make three payments for the months of June, July and August each in the amount of $Upon successfully completion of the trial plan, we informed you that your mortgage loan would be modifiedPlease be advised that during the trial plan you were responsible for paying the full contractual payment amount due of $Thus, when the trial payment of $was received the funds were held in the unapplied funds account until we had sufficient funds to post as a contractual mortgage payment of $The trial payments received in June and July in the amount of $each were posted to your unapplied funds accountOn July 1, 2015, we withdrew $from your unapplied funds account and posted the February 1, payment leaving an unapplied funds balance of $On August 3, 2015, we received and posted the last trial payment of $to the unapplied funds accountThe unapplied funds account balance was $1,Since we had enough funds to post as a mortgage payment we withdrew $and applied the funds as the March 1, payment leaving an unapplied funds balance of $After the trial period was successfully completed, we approved the account for the enclosed Loan ModificationThe Loan Modification allowed us to bring the loan current by capitalizing $3, to the unpaid principal balanceThe $3,consisted of the accrued interest from April through August of $,.30, the escrow advance of $2,685.75, corporate advances fees of $(property inspection fees), less the funds in the suspense account of $The first payment was due on September 1, Your letter indicated that the August Mortgage Account Statement reflected unapplied funds in the amount of $Howeverin reviewing the enclosed billing statements dated August and August 17, 2015, I was unable to find the $you mentionedI was also unable to find any notes on your file where you were advised to only send in $for the September paymentIf you could provide me the representative name that told you to send in a short payment, the date and the time I will be happy to research this matter furtherYou can contact me at the number aboveOn September 10, 2015, we received and posted $to y.our suspense accountOn October and November 5, we received and posted two payments of $each and the funds were posted to your suspense account leaving a total suspense balance of $2,(+ + + =$2,.25) On November 6, 2015, we withdrew.$from the unapplied funds account and posted the funds as $property insp.ection fees and $to the escrow accountOn November 12, 2015, we withdrew $,from the unapplied funds account and posted $as the September 1, payment and $as the October 1, paymentOn November 10, 2015, your account was analyzed and a shortage in the amount of $was determinedThe new payment was $effective September 2015, which was less than the estimated new total monthly payment amount of $that was reflected in your loan modification papersOn December 4, 2015, we sent you the enclosed breach letter stating that you were due for two payments (November and December 2015)The enclosed payment history reflects that since your account was modified you have been one month behind on your mortgage payments except in May you were two payments behind (April and May 2016)In April and May 2016, one of our supervisors Myra S [redacted] attempted to contact you to discuss your concerns but you were not availableOn each occasion MsS [redacted] left her contact information but we have no record of you returning her callsIf you would like speak to MsS [redacted] , please call her at If you have any questions regarding the servicing of the account, please contact the Client Services Department at Monday through Friday from a.mto p.mor Saturday from a.mto 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 a.mto p.m., ·ET Sincerely, Wanda Hudson Officer Mortgage Escalations Resolution Team

Revdex.com:The fact that Suntrust Mortgage wants me to start taking 3,dollars from my retirement account each and every month starting immediately is insane? When I asked why the withdrawals couldn't start when I found a home, the arrogant answer was the same one I always received"If you want the loan this is what you have to do"? No explanations.....ever? The fact that this is for a home approval letter and not the actually loan itself makes it even more insane? It took me five months to find the perfect home last time? Add two months for paper work and closing, and the total comes to months and 21,dollars? I don't need or want the 21,and, in fact, would clear no more than 17,because the IRS taxes would be astronomical? Two of the four correspondences that I received from Suntrust Mortgage relayed that I also needed to sell my current home first, two of the four said nothing about selling? So what's their view on the status on my home? It's anyone's guess.? It's true I am semi-retired and only work part time but with my salary and social security, I have never had a problem paying my bills.The facts remain:I will put more than 50% down on the homeWith what I have in Money Market, stock, stock dividends, IRA's and other retirements, I could buy the home outright.My total debt with credit cards, car, student loans, and equity line (my mortgage is paid for) is 61,? Once I move, I will put up my current home for sale and will clear outright over 200,000.I have never missed (or been late for) a payment in years.My FICO score is (by my November [redacted] credit card)This offer was only made to appease? It is unacceptable? ? Several tellers at Suntrust Bank have informed me that Suntrust mortgage and Suntrust bank are two totally separate entities with different values and ethics? This mortgage company needs to look at the way they allow their loan officers to communicate (or not) with people? I was told several different stories about why I had to reapply, I was talked "down to" and Suntrust Mortgage made it abundantly clear that my business means nothing to them? It is a shame that Suntrust bank will suffer because of their affiliation with Suntrust mortgage? ? I have been with Suntrust Bank for about years and have been very pleased? All my funds have been removed from my financial adviser and my money market account? My checking account will be closed as soon as an automatic deposit clears at the end of this month? As far as I am concerned, my future dealings with Suntrust have been permanently severed ? 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 Regards, [redacted]

Good afternoon,? Thank you providing [redacted] authorization to provide you our response to his concerns.? Attached is our letter with attachments.? Revdex.com case number:? [redacted] ? Please let me know if you have any questions.? ? 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] I apologize for the tardiness in my reply to this matter Suntrust did finally contact me Apparently their answer is they will not consider the documentation I have provided them for rental income, even though I use a rental property company and have documentation for every month showing the rental payments I was told I have to show a positive income amount from the rental on my tax return in order for them to consider these payments I explained that this would never be the case unless I can refinance, as I do not gain money on the rental, the payments just pay for the mortgage itself The response was that I can reapply next year[redacted] ***

Dear Ms***:We received your correspondence regarding the above referenced caseBecause 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 1, 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,Kenya W***

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 belowSuntrust mortgage services lied about my telephone call to them in Mar requesting them to pay supplement billI have had about conversations with them asking for proof and they keep explaining procedures that I already knowEvery time a call is made , different person answers and they all give the same replyMy complaint to Revdex.com was to ensure that they provided proof of such telephone call made in mar with a request to disburse funds to [redacted] county with penalty and interestThat has not been addressed and I see a cover up of or a justification for their actionsI am aware of my responsibilities towards state government when it comes to paying taxes and their effort to send me disclosures is a mere attempt to muddy up the whole request and response processI was told that I would be provided proof that I had called them in March I have not been provided thatIt would be illogical on my part to wait three months to make the call to suntrust to pay taxes knowing that I would incur no penalty if I were to make the call in the year itself Why would anyone pay penalty when the simplest thing to do was to place a call to suntrust and ask them to disburse funds from my escrow account ? Regards, [redacted] [redacted]

The attached response from SunTrust in unsatisfactoryA few months ago I had inquired on any assistance that they may provide me in helping me to lower my monthly mortgage due to my part time job status causing my financial difficulties They did nothing to help me There solution was letting me know that I do not make enough to comfortably pay my monthly mortgage I realize this I would not need their assistance if I were not financially suffering at this time I had failed to pay my one and only July mortgage due July 17, A letter was sent to me from SunTrust dated August 10, 2015, stating the fact that they would be sending a inspector to my home and that my only options were to short sale or foreclosure Not only did they not go above and beyond to help me (after months of my stressing to them to please help me keep my condo) but they went above and beyond to harass me Do all Mortgage companies threaten foreclosures on their customers when less than two weeks late on a Mortgage? When I had first started working with SunTrust, why did they not tell me they would not help me? They new my situation from the first time I had ever spoke with them July 17, mortgage due August 10, letter dated and sent to me from SunTrust threating me with an inspector Not to mention SunTrust not apologizing to me regarding the Un-professional and prejudice way they went about assisting me...Never should it be allowed to prejudice a person on their sex, religious beliefs or past or present hard-ships Please forward this to SunTrust.Thank You [redacted] ***

Dear [redacted] ***:This letter is in response to your correspondence dated August 25, and 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 you.At SunTrust Mortgage, Incwe 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 are unhappy with the service providedPlease be assured that your comments about your experienced have been shared with the appropriate management areas for review.Our records reflect that on June 17, your loan was activated in loss mitigations to be reviewed for payment assistanceIn reviewing your account for retention options, we evaluate the financial information to determine if you can afford the monthly paymentsWe based our decisions on the requirements of the investor and the programs availableThe enclosed Evaluations Notice indicated that we could not assist you with retention options because you have insufficient income; therefore, we were unable to accomplish an affordable payment amountHowever, we did approve you for a liquidation option which was a conditional short saleIf you should have any questions concerning the loss mitigation process, please contact your home preservation Client representatives (HPCR) [redacted] at [redacted] , extension [redacted] Monday through Friday a.m to P.m or you can press the options to speak with a bashould [redacted] not be available as the department is open Monday through Friday a.m to p.m and Saturday from a.m to p.mET.Your file reflects that you are receiving payment assistance through [redacted] with the principal and interest portion of your payment in the amount of $and you are required to cover the escrow portion of your payment in the amount of $239.33.You are required to pay the full contractual amount of $by check, cashier check, money order, case at a SunTrust Branch, or an electronic payment.On August 10, 2015, you were sent the [redacted] breach letter informing you the account was due for the July and August paymentsThe total amount due was $1,Because the loan was delinquent, you were informed that a property inspection was ordered to ensure the property was not vacant or abandonedThe property inspection was completed on September 1, On September 14, 2015, your account was assessed a property inspection fee in the amount of $20.00.As a courtesy, on September 4, we waived a late fee in the amount of $ON September 10, we received and posted $1,as the July and August payments of $and $to a late feeAs of the date of this letter your account is due for the September 1, monthly mortgage payment in the amount if $if you have any questions, regarding the servicing of your account, please contact the Client Service 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 at [redacted] Monday through Friday from 8am to 6pm.Sincerely, [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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] Thank you for your letter dated 6-27-I wish SunTrust has been on communicativeHad they been, all the problems I’m having now could have been avoided.I don’t know if my case can be re-opened or amendedI hope it can because SunTrust’s position has not changed.It is my contention that I was not advised of any impending forced escrow that has resulted in SunTrust Mortgage Increfusing to accept any payments until our dispute is settledI presume this is to acquire leverage in any attempt to foreclose on my mortgage.I am enclosing a timeline of events that I have experienced and acted uponAs you can tell from my conversations with a [redacted] (and the follletter dated April 13, 2016) I still had the believe that I could resolve by forced escrow situation and return my mortgage payments to what they were previously, before SunTrust unilaterally and without notification took over the payments of my property taxes.I am also enclosing a letter I mailed today (return receipt requested) to Kewanna C [redacted] proposing two solutions to resolving our differences, the third option being my retaining council to aid me.You have been an invaluable asset in at least generating a response from SunTrust MortgageAnd for that I thank you.Please add this correspondence to my fileIf that is impossible I’d like to start another file that can be added to by original case

Dear Mr [redacted] : We have received ::lnd reviewed the co;respondences that were forwarded to our office from the 11px;">Consumer Financial Protection Bureau (CFPB), Revdex.com and The Department of California Business Oversight regarding the above referenced loanWe appreciate the opportunity to looK into the issue raised and to provide a response to youThe loan was reviewed for loss mitigation workout options in accordance with the Home Affordable Modification Program (HAMP) and Fannie Mae requirementsThe evaluations were based on the income documentation provided and credit report expensesThe results and terms of a modification offer are not negotiableOur records indicate that SunTrust Mortgage, Inc(SunTrust) approved the loan for loss mitigation work.outs on two separate occasionsOn April 10, 2013, the loan was approved for an Alternative Modification Trial Payment Plan (TPP) for the months of May, June and July You completed the TPP and a final modification agreement was mailed to you with a year term at a 4,00% interest rate, a monthly payment of $(a reduction from the contraGtual payment of $2,373.98) and a principal forbearance of $32,The signed final modification agreement was returned to SunTrust; however, there were alterations made to the reference of your being ua married man." The modification could not be altered in this way as it is :a legal agreement to modify the Deed of TrustThe verbiage in the modification agreement regarding the borrower information was stated just as it was in the Deed of TrustThe corrected final modification agreement was delivered to you on September 19, to re-execute and return to SunTrustOn September 26, 2013, you informed a SunTrust representative that you had not been married for years and wanted the verbiage in the modification documents changedIt was explained to you that supporting documentation was required in order to change the language of the modification agreementAs cf October 7, 2013, SunTrust had not received either the signed corrected modification agreement or the supporting documentation to change the veroiage in the modification agr?.ementTherefcre, the loan was removed from the loss mitigation processThe loan had been in foreclosure ciue to the deiinquency and was piaced on hoid to ai1ow ror the !os:s ;nitigation revluwThe foreclosure hold was removed uil N

Re: Loan Number: [redacted] Property Address: [redacted] *** Case Numbers: [redacted] and [redacted] CFPB Case Number: [redacted] Revdex.com Case#: [redacted] Dear Mr [redacted] : This letter is regarding the correspondence that was forwarded to our office from the Revdex.com (Revdex.com), and the Consumer Financial Protection Bureau (CFPB) regarding the above referenced loanWe appreciate the opportunity to look into the issue and to provide a response to youOur records reflect that in March 2016, 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 deletionOn April 13, 2016, we provided you a list of the PMI Waiver RequirementsIn addition, you were informed that you could reduce your principal balance by submitting a check in the amount of $34,to equal a loan-to-value (LTV) ratio of 80%However, if improvements have been made on the home that significantly increased the value we could order a Brokers Price Option (BPO) to determine the new valueThe cost of the BPO was $However, since your account closed in November and your loan was less than five years old, the L1V must be below 75% Enclosed is a copy of the PMI letters sent to you on April 13, On April 7, 2016, we received a personal check (1167) dated April 19, in the amount of $and the BPO was orderedOn May 4, 2016, we received the BPO and the property value was [redacted] , which resulted in the LTV of 93.4%, which was higher than the 75% threshold for the PMI DeletionThus, your PMI deletion request was deniedPlease be advised the property value used in our evaluation is the "As Is Pricen on page of of the enclosed BPO Because your account does not meet the requirements to delete PMI, we respectfully deny your request to have it removedIf you have any questions regarding the servicing of your account, please contact Client Services Department at Monday through Friday from a.mto p.mor Saturday from a.mto p.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., ET Sincerely, Wanda H*** Officer Mortgage Escalations Resolution Team

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 youwith a copy of our response to Ms [redacted] dated March 8, Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office.Thank you for contacting SunTrust Mortgage, Inc.Sincerely,Wanda H***

Dear Ms [redacted] ? We received your correspondence regarding the above referenced caseBecause 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 November 8, 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,? Kenya W***?

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

Dear [redacted] :We have received and reviewed your correspondence forwardedto us from the Revdex.com regarding the returned item fees that were assessed to yourabove referenced accountWe appreciate the opportunity to respond.We regret that you were not satisfied with the service youreceived contacting us about the accountPelase be assured your commentsconcerning this matter were forwarded to the appropriate management areaWe understandthat this has been frustrating for you and are glad that we can provide some reliefto help you during this difficult time.We understand that you spoke with [redacted] regardingyour account [redacted] informed you that as a courtesy, we waived fees and servicecharges totally $this leaves you with an amount owed to SunTrust of$we encourage you to contact our Demand Deposit Account Recovery and RetentionDepartment, before December 7, 2014, at [redacted] to discuss paymentoptions[redacted] ***, we hope the information provided is helpful toyouIf we may be of further assistance, please don’t hesitate to call [redacted] or visit any SunTrust branchOur representatives will be glad tohelp you.Sincerely, [redacted]

Dear Ms [redacted] : We received your correspondence regarding the above referenced caseBecause 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, Upon receipt of the signed authorization form, we will gladly share a copy of our response with your officeThank you for contacting SunTrustSincerely, [redacted] *** Officer Mortgage Escalations Resolution Team

Dear Mr [redacted] :? Wehave 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 you.? We sincerely regret that you did not have a positive experience when you contacted SunTrust? Mortgage, Inc(SunTrust) about your Februarymonthly mortgage paymentSunTrust? received the funds from Fiserv/CheckFree, third party payment vendor, for your loan, which? did not board the SunTrust Mortgage systemTherefore, the funds were sent back to? Fiserv/Ch~ckFree on February 16, This information was provided to you on? February 26, Wff understand that you were going to contact your financial institution '? regarding checknumber [redacted] that was still outstanding in the amount of $Mr [redacted] , again we regret any inconvenience that may have been causedIf you nave 'any '? questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at? 855.223.4640, Monday through Friday from a.mto p.mET·? Sincerely,? Kewanna C***? Officer?

Dear [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 respond We reviewed your concerns about the negative information on your credit report regarding this loanOur review revealed that our reporting to the credit agencies to which we report ( [redacted] ***) as a zero balance with a closed date of June Should you have any questions regarding the credit reporting, please contact our Credit Dispute at [redacted] , Monday through Friday from 8am to 8pm, or Saturday from 9am to pm [redacted] ***, if you should have any questions regarding this letter, you may contact our Mortgage Escalations Resolution team at [redacted] , Monday through Friday from 8am to pm Sincerely, [redacted] ***

Dear [redacted] : We received your correspondence regarding the above referenced caseHowever, you did not include a signed authorization form from the clientTherefore, we are unable to provide you a copy of our response to the client dated August 27, 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