SunTrust Mortgage

Suntrust mortgage is slow, unprofessional and inefficientMy wife and I are trying to purchase our first homeWe even canceled our Paris honeymoon in order to meet the seller's needsSuntrust made it sound very promising that they would be able to close by our seller's dateNow it's way past due, we've filed extensions and we've still not gotten a closing dateIt looks like we canceled our honeymoon for nothing! That's not the only thingBefore they approved our mortgage, they informed us that my wife and I were required to take a first time home owners course! The problem with that was they informed us only a couple days before we were expected to meet the seller's demandThis is inefficient and unprofessional! SunTrust has made an already stressful situation, extremely stressful! We cancelled our honeymoon for nothing, we've had to file extensions, we've been promised promises, and it's all because SunTrust won't deliver as they saidI will go out of my way to tell people to NOT to go through SunTrust mortgageWhen we go to buy a second home, I can guarantee you that will not use SunTrust! Worst and most unprofessional companyEven our parents who have owned multiple homes are shocked at the way they do business!

Re: Name: [redacted] ? Case Number: [redacted] ? Revdex.com Case #: [redacted] ? Dear Ms***:? We received your correspondence regarding the above referenced caseHowever, you? did not include a signed authorization form from Ms [redacted] Therefore, we are unable to? provide you with a copy of our response to Ms [redacted] dated October 18, Upon? receipt of the signed authorization form, we will gladly share a copy of our response with? your office.? Ms***, 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 H***? Officer? Mortgage Escalations Resolution Team? Enclosures: State and Federal Disclosures STMHB? cc: [redacted]

I am still in the "final phase" of underwriting after MONTHS of bending over backwards submitting endless paperworkI have lost count on how many times I have heard "we just need this one final document"The mortgage itself better not have as many issues as the ridiculousness that we have endured trying to obtain itI am absolutely appalled at the lack of customer serviceI am a small business owner and I can guarantee if I treated any of my clients and made them do the things that I have had to do, I wouldn't have a business left

Dear Mrand Mrs [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 youYour loan payment is due on the first day of each month as stated in your NoteA late charge is not assessed until the end of the 15th calendar day after the due datePlease be advised that once a loan becomes or more days delinquent an inspection of the property may be ordered to ensure the property is not vacant or abandonThe cost of the property inspection is assessed to the mortgage accountOur records reflect that you became a month behind in your mortgage payments beginning in July of In February 2010, you brought the account currentSince there was no payment made in March o the loan once again became delinquentAs of December 31, 2010, the account was due for the November and December paymentsIn a mortgage payment was posted each month with the exception of Nove.mber On November 10, , we received and posted $2,to your unapplied funds account because the funds were not sufficient to satisfy the payment amount due of $2, On December 19, 2011, we withdrew the $2,from your unapplied funds account and posted $to the late charge fees and $to the property inspection feesThe remaining $was returned to you on December 20, because the funds were insufficient to bring the loan currentEnclosed is a copy of letter that was accompanied with the checkAs of December 31, the account was due for the October, November, and December paymentsIn 2012, we received and posted the October through September paymentsIn October 2012, we placed a stop payment on the check sent to you on December 20, in the amount of $On October 15, 2012, the $was applied as $479,late fees, $property inspection fees, $to your escrow account and the remaining $was returned to you The check in the amount of $was cashedIn we received and posted the October through September paymentsIn we received and posted the October through September paymentsIn 2015, we received and posted the October through July paymentsIn reviewing the enclosed payment history for through your payments were applied correctly to your accountPlease be advised that due to the delinquency of your account the following checks you submitted were returned to you: check number on November 3, for $2,085.58, on December 4, check number for $2,085.58, on January 6, check number for $2,and on February 4, check number for $2,On December 10, 2015, the account was setup in foreclosureAt that time, the account was due for the August through December paymentsFor information on the foreclosure process or reinstatement figures, please contact the foreclosure attorney, [redacted] at [redacted] On December 29, 2015, your file was activated in loss mitigation to be reviewed for payment assistanceWe were unable to complete our review of the file because we did not receive a complete loss mitigation packageIn our attempt to acquire the missing information we sent you a letter with a list of the required documents and the home preservation client representative (HPCR) also made several attempts to contact you by telephone; however, · there was no responseThe loan was removed from loss mitigation on January 30, If you are interested in reapplying for loss mitigation assistance you may complete the enclosed BSP (Borrower Solicitation Package) and return it wlth the UBA (Uniform Borrower Assistance) form, HAMP (Home Affordable Modification Program) hardship affidavit, days most recent income documentation as outlined on Page of the UBA, hardship documentation as outlined on Page of the UBA, additional Information pertaining to household and living expensesThese documents may be submitted by mail to: SunTrust Mortgage, Inc., Mail Code: RVW-5113, PBox 26150, Richmond, VA 23224, by email to: [redacted] , or by fax to: If you have any questions regarding the loss mitigation process, please contact your HPCR, Joanne [redacted] at [redacted] Monday through Friday from a.rnto p.m or Saturday from a.mto p.rn ., 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, [redacted] Officer Mortgage Escalations Resolution Team

Dear Ms [redacted] : We received your correspondence regarding the above referenced caseHowever, you did not include a signed authorization form from Mr***Therefore, we are unable to provide you with a copy of our response to Mr [redacted] dated March 22, Upon receipt of the signed authorization form, 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 855.223.4640, Monday through Friday from a.mto p.m., ETSincerely, Wanda H***

Dear [redacted] : We received your correspondence regarding the above referenced caseHowever, 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, 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, [redacted] Officer

We have received and reviewed the letter that was forwarded to our office from the Revdex.com (Revdex.com) and the [redacted] regarding the above referenced accountWe appreciate the opportunity to look into the issue raised and to provide a response.Our records indicate that we received a similar correspondence previously and responded to your concerns in the attached letter dated April 4, Please be advised to protect SunTrust Mortgage, Inc(SunTrust) interest in the property we will exercise our right under the Security Instrument and pay the delinquent tax billSince the escrow account is not setup to pay a supplement tax bill and the notice was sent directly to you, we respectfully deny your request for a refund of the penalty and interest amount of $ [redacted] .We regret any misinformation you may have received regarding a telephone call requesting the disbursement of the supplemental tax paymentAs stated above, the payment was disbursed to protect our interest in the property as well as to prevent a tax sale or lien on the propertyIf you have any questions regarding the servicing of the account, please contact the Client Services Department at [redacted] , 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 [redacted] , Monday through Friday from a.mto p.m., ET.Sincerely,Wanda H [redacted]

Dear Ms [redacted] : We received your correspondence regarding the above referenced caseHowever, you did not include a signed authorization form from Mrand Mrs [redacted] Therefore, we are unable to provide you with a copy of our response to Mrand Mrs [redacted] dated March 29, Upon receipt of the signed authorization form, 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 855.223.4640, Monday through Friday from a.mto p.m., ETSincerely, Wanda H*** Officer Mortgage Escalations Resolution T earn

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 youa copy of our response to the client dated August 16, Upon receipt of the signed authorization form, we will gladly share a copy of our response with your officeThank you for contacting SunTrust

Dear [redacted] ***We have received your correspondence regarding the above referenced caseHowever, you did not included a signed authorization form from [redacted] ***Therefore, we are unable to provide you with a copy of our response to [redacted] dated July 26, Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office[redacted] ***, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted] , Monday through Friday from 8am to 6pm ET.Sincerely [redacted] ***

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

Dear Mrsand Mr [redacted] : This letter Is a folllo the response sent to you dated February 4, regarding the above referenced accountsThank you far allow us to once again review this issueOur records reflect that you applied for a loan to refinance the above referenced account ( [redacted] )As slated In the February 4, letter, the first loan application ( [redacted] ) was denied because the payoff cannot exceed the original FHA loan amountThus, A Notice of Action dated June 19, was sent to youThe second loan application ( [redacted] ) was submitted on June 20, On June and June 27, 2014, we sent you an email and left you a voice message requesting the signed dotumentsOn July 3, 2014, the file was withdrawn because we did not receive the signed documentsThe third loan application ( [redacted] ) Is currently being processedOn February 17, 2014,*** [redacted] spoke with you and addressed your concerns regarding the refinance processMs [redacted] explained that on an FHA Streamline refinance an appraisal Is not needed if the client Is not rolling any of the closing cost into the loan, but when the loan exceeds the payoff and days of interest an appraisal Is orderedOur records reflect this was explained to you and you understood and were fine with an appraisal being perlormed on the propertyYou also indicated that you were pleased with the loan officer, [redacted] and his communication In keeping you abreast on the fileMrand Mrs [redacted] , if you should have any questions during the application process, please contact your loan officer, [redacted] at [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.mto p.m., ETSincerely, [redacted] OfficerMortgage Escalations Resolution Team

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 asked suntrust to send me a CORRECT mortgage statement which I am entitled to BY LAW!!! The response from suntrust does not include a correct mortgage statement and one has not been sent to meThis is the 4th year in a row that suntrust has proven it's incompetence by cashing my escrow shortage check and then also billing me for the higher mortgageIt's completely unacceptable and needs to stop IMMEDIATELYThere is absolutely no reason for them to send an incorrect statement every yearThey clearly have no business being responsible for other people's moneyI have also reached out to them on social media and continue to be IGNOREDCOMPLETELY UNACCEPTABLEI also continue to get useless voicemails from Nicole H [redacted] while I am at work and her voicemails say nothing about what is being done to resolve my complaints or when they will be sending a CORRECT mortgage statementIf she is not going to provide any useful information in the voicemails I would prefer she not call at allAll she is doing is filling up my mailbox unnecessarilyMy request is simple and I do not understand suntrust's ongoing refusal to bill me correctly, provide correct information and customer serviceIt is COMPLETELY UNACCEPTABLEI have also NEVER been contacted by wanda h [redacted] who provided the useless response to this complaint [redacted] ***

Dear [redacted] ***We have received your correspondence regarding the above referenced caseHowever, you did not included a signed authorization form from [redacted] ***Therefore, we are unable to provide you with a copy of our response to [redacted] dated December Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office[redacted] ***, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted] , Monday through Friday from 8am to 6pm ET.Sincerely [redacted] ***

Dear Mr [redacted] : We have received and reviewed the letter that was forwarded to our office from the Revdex.com and the Consumer Financial Protection Bureau (CFPB) regarding · the above referenced loanWe appreciate the opportunity to look into the issue raised and to provide a responseAt SunTrust Mortgage, Incwe work hard to provide exceptional service to every client and regret any instance when we fall short of the goalWe apologize for any inconvenience this matter may have causedWe have reviewed your file and determined that the payoff statement generated on December 9, reflected the incorrect year (instead of 2016)Thus, additional funds were required to pay the l9an in fullTo rectify this error, on January 8, we deposited $5,into your SunTrust Bank account ending in 8162, which represented the additional interest you paid to satisfy your loan balance and you confirmed receipt of the fundsPlease be advised that you will receive an escrow refund in the amount of $1,within 30-days of the date the loan was paid in fullWe are currently in the process of preparing the mortgage satisfaction documents to Palm Beach County to release the lienOnce processed, the release will be part of the official land records and available for future real estate transactionsMr [redacted] , it has been a pleasure to service yo.ur mortgage accountWe value our business relationship with you and would welcome the opportunity to assist you with any future financingIf 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

[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 did receive the appraisal which will help with my case with the insurance company and they have also agreed to adjust my monthly escrow payment for a period of time I consider their actions as satisfactory and agree that this case can now be closed 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 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]

Dear [redacted] ***We have received your correspondence regarding the above referenced caseHowever, you did not included a signed authorization form from [redacted] ***Therefore, we are unable to provide you with a copy of our response to [redacted] dated June Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office[redacted] ***, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted] , Monday through Friday from 8am to 6pm ET.Sincerely [redacted] ***

Dear Ms***:We received your correspondence regarding the above referenced caseHowever,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 Upon receipt of the signed authorization form, we will gladly sharea copy of our response with your office.Ms ***, if you have any questions regarding this letteryou may contact ourMortgage Escalations Resolution Team at [redacted] Monday through Fridayfrom a.mto p.m., ET.Sincerely, [redacted]

Dear [redacted] ***We have received your correspondence regarding the above referenced caseHowever, you did not included a signed authorization form from [redacted] ***Therefore, we are unable to provide you with a copy of our response to [redacted] dated July Upon receipt of the signed authorization form, we will gladly share a copy of our response with your office[redacted] ***, if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at [redacted] , Monday through Friday from 8am to 6pm ET.Sincerely