SunTrust Mortgage

Dear Ms***: 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 loanWe 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, 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 Flood insurance is required for properties located in flood zone"AWAs 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 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 $was issued for the policy premium paid on November 21, However, the full premium of $should have been refunded. On April 28, 2015, the remaining balance of $was deposited into the escrow account. Ms***, we regret the delay and any inconvenience that may have been causedIf 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 a.m.to p.mand Saturday from a.mto p.mET. 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.mET. Sincerely, *** *** Officer Mortgage Escalations Resolution Team

Dear Ms***: We received your correspondence regarding the above referenced caseHowever, you did not include a signed
authorization form from Mrand Mrs***Therefore, we are unable to provide you with a copy of our response to Mrand Mrs*** dated March 29, 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 T earn

Dear Ms***: 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 you. On February
16, 2018, an escrow analysis was performed and an escrow shortage in the amount of $*** was determinedThe shortage was a result of an increase in the homeowners’ insurance and an increase in the taxesYour new payment would be $*** effective with the April paymentHowever, if the shortage was paid, the payment would be adjusted to $***. On March 23, 2018, you contacted us to advise the homestead exemption was still in effect for your taxesWe contacted *** *** and confirmed the homestead exemption was in fact active and that a refund in the amount of $*** would be sent to you instead of going back into your escrow accountThe tax lines were adjusted from $*** to $*** and a request was submitted to have the escrow account reanalyzed to reflect the correct tax amount. On March 26, 2018, we received a payment the amount of $*** for the escrow shortage. The monthly payment was not adjusted because of the pending request for another escrow analysisOn March 28, 2018, the escrow account was reanalyzed and an overage in the amount of $*** was determined, which was mailed to youThe new payment would be $*** effective with the June payment. Since the monthly payment was not adjusted on March 26, 2018, the new escrow analysis took into consideration that the April and May payment would be at the higher amount ($***). As a result, the analysis calculated an overage of $***, which is giving you credit for those two payments at the higher amount even though they had not been submitted at that timeFor this reason, there are no additional funds to be refunded for the April payment that was applied on April 2, Please be advised we will draft $*** for the May payment and the June payment will be adjusted to $***We regret any frustration and inconvenience this matter may have caused. 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.mET. Sincerely, Kenya W***

Dear Mr*** and Ms***: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 response.After careful review, we have
submitted an update to the credit bureaus to which we report (***, *** and ***) to remove the delinquency reported in November for the October paymentPlease know that we have no control on how each of the credit bureaus report the data nor can we determine the time frame in which the reporting will be updated, so please allow at least days for the updates to occurWe apologize for any inconvenience this matter has caused.Congratulations on paying your loan in fullEnclosed is a copy of the Release of Lien, which will be part of the official land records and available for future real estate transactionsIt has been a pleasure to service your mortgage accountWe value our business relationship with you and would welcome the opportunity to assist you with any future financing.If you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***, Monday through Friday from a.mto p.m., ET.Sincerely,Wanda H***

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

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 11120704, 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.]I am very unhappy with this response, as I get a different story about what happens all the time We were told by someone at Suntrust that the funds with the original missed payment that we did the extra payment for were not applied properly Each time we have ever talked to someone there, we get a different story Just recently, when I inquired about why the checks we went for payment weren't being cashed, I was told it was because we sent the wrong amount, that our monthly payment had changed I told her we hadn't been notified of a change, she said that it happens sometimes I was told by the next person I spoke to they weren't sure why they weren't being cashedThe first letter I got about that, said they payment was wrong amount, but in the letter, the correct amount was what we had paid To go to the loan modification, I Have sent that paperwork so many times over the years, with out ever getting a response, until this last time, when I got a letter saying more info was needed, which I sent in Then I got a letter saying they were closing it out I am in the process of resending all of that paperwork again.I also got a letter about not responding to calls, I faxed that back to the loss mitigation specialist Joan ***, with our correct phone number, and also explained that we had been having trouble with our voice mail for an undetermined amount of time, but had recently realized it, and it is now fixedI have had no messages since then from Joan *** to even confirm she got that fax I have also requsted since then, that everything be done in writing, because I feel I cant trust what I am told by anyone in that company, as I get different info from people, or no response at all I am trying to protect myself and our home But again, no response to that I truly hope that this can get worked out, we really want to stay in our home We no longer have any financial hardship, and have made our monthly payment consistently since we had our problem years back I just want to come up with a solution to this situation I have given them an amount we can come up with in a weeks time, in trying to fix this situation, we felt it was a fair way to start fixing this, again, got no response I truly hope sending in the paperwork to Joan *** again, we can get this worked out
Regards,
*** ***

Re: Name: *** *** Case Number: *** Revdex.com Case #: *** Dear Ms***: 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*** 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: *** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
This business has not given an authorization form to sign, nor has it removed this erroneous negative credit mark from my credit report or reply to me personally about my complaint
Regards,
*** ***

We have received and reviewed the letters that was forwarded
to our office from the Revdex.com and the Consumer Financial
Protection Bureau (CFPB) regarding the above referenced accountWe appreciate
the opportunity to look into the issue raised and to provide a response to you
Our
records indicate that you submitted a loan application on January 25,
to refinance the above property addressSome of the processing delays were due
to additional documentation required by the Underwriting Department before a
final decision could be made on the fileSome of the documentation required
was regarding the subject property and rental agreements, income information
and the profit and loss statements for your business A&E Construction, two
years of personal and business tax returns, and proof who made the payments for
the tw'o car loans that reflected on the credit reportDuring the application
process we also requested you to provide current documents as some of the
documents reflecting the required information had expiredSince flood
insurance was a requirement on the property, you were asked to provide proof of
insuranceOn May 19, 2016, the loan application was denied and you were sent
the enclosed Statement of Credit Denial, Termination or Change letter stating
we were unable to assist you with a credit application because it was
incompleteOn June 22, 2016, Lynne *** a Loan Officer contacted you and
discussed the previous loan applicationAt that time, Ms*** asked if you
were interested in applying for a new loan application and you declined our
offerMr***, we regret any inconvenience you may have experience during
the refinance processAs a goodwill gesture, we are reimbursing you the
appraisal fee in the amount of $Enclosed is SunTrust Mortgage, Inc
check (490469) representing the refundPam *** a Mortgage Escalations
Resolution Specialist also spoke with your insurance agent and advised that
they are willing to reimburse you the full premium amount of $1,once
they receive a letter from SunTrust Mortgage, Incstating the loan application
was declinedThe letter was fax to your agent on June 22, Please be
advised that after the agent receives our letter they will be in contact with
you to sign a cancellation notification before the insurance refund check will
be issuedIf you have any questions, please contact Ms*** at *** If
you have any questions regarding this letter, you may contact our Mortgage
Escalations Resolution Team at *** Monday through Friday from a.m
to p.m ETSincerely,

Dear Dr***:We have received and reviewed your concerns as well as the correspondences that were forwarded to our office from the *** *** *** *** *** and 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. As you indicated, your loan was acquired by SunTrust Mortgage, Inc(SunTrust) from Loan Depot on March 16, Enclosed is a copy of the March 17, Service Transfer Notice and the March 29, notice to you advising of the correct SunTrust loan number.We understand your concerns regarding the application of your June and July monthly mortgage paymentsWe sincerely apologize for the manner in which your account was handled and for any confusion and that may have been caused by the transactions that occurred on your account.On May 26, 2016, we received the funds for your June and July payments and the June payment was inadvertently applied as a principal curtailmentSubsequently, the funds received on June 27, were applied as the June monthly payment and principalThe funds were reversed and reapplied on June 29, to the June and July paymentsThe correct payment amounts were received and the additional $was applied to the escrow accountThe payments were corrected with no negative credit reportingThe next payment due on the loan is the August 1, monthly payment in the amount of $1,Dr***a copy of the loan history is enclosed for your reviewAgain we regret this oversight and any impact to youThe situation you described has been forwarded to management for reviewIf you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at *** Monday through Friday from a.mto p.mET

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am faxing to *** the three fax confirmation sheets to prove that suntrust is lying in their responseThey told my real estate agent that a new application had to be done and I faxed my new application along with a letter on the fax coversheet denying the appeal process for the first offer that *** *** rejected, not the buyer.It was only after me and my agent called suntrust repeatedly 3-a week that suntrust finally escalated my file and it got looked at on july my file went untouched and not worked by suntrust for four weeks, why because they are trying to force me to forclose
Regards,
*** ***

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 September 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

Dear Ms***: 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 you. On February
16, 2018, an escrow analysis was performed and an escrow shortage in the amount of $*** was determinedThe shortage was a result of an increase in the homeowners’ insurance and an increase in the taxesYour new payment would be $*** effective with the April paymentHowever, if the shortage was paid, the payment would be adjusted to $***. On March 23, 2018, you contacted us to advise the homestead exemption was still in effect for your taxesWe contacted *** *** and confirmed the homestead exemption was in fact active and that a refund in the amount of $*** would be sent to you instead of going back into your escrow accountThe tax lines were adjusted from $*** to $*** and a request was submitted to have the escrow account reanalyzed to reflect the correct tax amount. On March 26, 2018, we received a payment the amount of $*** for the escrow shortage. The monthly payment was not adjusted because of the pending request for another escrow analysisOn March 28, 2018, the escrow account was reanalyzed and an overage in the amount of $*** was determined, which was mailed to youThe new payment would be $*** effective with the June payment. Since the monthly payment was not adjusted on March 26, 2018, the new escrow analysis took into consideration that the April and May payment would be at the higher amount ($***). As a result, the analysis calculated an overage of $***, which is giving you credit for those two payments at the higher amount even though they had not been submitted at that timeFor this reason, there are no additional funds to be refunded for the April payment that was applied on April 2, Please be advised we will draft $*** for the May payment and the June payment will be adjusted to $***We regret any frustration and inconvenience this matter may have caused. 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.mET. Sincerely, Kenya W***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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,
*** ***
Several months ago I filed a complaint with Suntrust in regards to harassing phone calls I receive from their mortgage department on a consistent basisMy mortgage is current but yet I receive letters and phone calls with their attempt collect a debt with the threaten of foreclosureI have spoken to different people who claim they have resolved this issue and yet I am getting contactedTHIS HAS TO STOP!I work from home a lot and for my phone to consistently ring for NO REASON at allI am starting to feel as if my first complaint is causing them to retaliate against meFor me to get calls with a recording saying they need documentation to stop foreclosure on my home and for representatives to ask me if I want keep my home is beyond wrongI have done research on complaints against Suntrust and it appears this is something that they doI am contacting you all again as well as the Federal Trade Commission to get this matter resolvedFor me to be consistently harassed over a non issue is beyond aggravating and uncalled forI never asked for assistance from them, yet they say I didThe word frustrated is an understatement to how I am feeling. For Suntrust to stop with the uncalled for threats and for them to stop calling me periodGet my account records straight and remove me from the so called automated system that is calling me

Dear Ms***: 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*** dated March 22, 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***

Dear ** ***:
We have received and reviewed the correspondence that was forwarded to our office from the Revdex.com regarding the above referenced loanWe 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 and 10, 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 *** in the amount of $***The check was returned because payoffs must be in guaranteed fundsAn updated payoff statement was also provided to you for reviewThe payoff funds were received on March 7, 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,
** ***, if you have any questions regarding the information presented, you may contact our Mortgage Escalations Resolution Team at *** *** ***, Monday through Friday from am to pmET
Sincerely,
*** ***
Officer
Mortgage Escalations Resolution Team

Dear Mr***: 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 loanWe 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 *** ***Ms*** can be contacted at ***, extension ***, Monday through Friday from a.mto p.m., or Saturday from a.mto p.m., ET. Our records reflect that in October 2014, your loan was activated in loss mitigation to be reviewed for a retention optionOn 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 Uniform Borrowers Assistance form, the pension and disability income; and the living expensesThe requested documents could be mailed to: SunTrust Mortgage, Inc., *** *** *** ** ** *** *** *** ** ***, by email to: ***, or by fax to : ***. In November 2014, your loan was approved for a three month trial Period Plan for the months of December 2014, and January and February in the amount of $eachYou accepted the terms of the trial planDuring the trial period, we advised you that your ex-wife needs to sign the trial documents or we would need a quit claim deedOtherwise, if the information is not received you would be removed from the programIn January 2015, we received the quit claim deed. The trial payments were received on December 1, 2014, January 2, and February 2, in the amount of $eachIn 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 ProgramsSince you were only eligible for one program, you selected the North Carolina Hardest Hit Funds ProgramOn March 26, 2015, we sent you SunTrust check (962105) in the amount of $2,which represented the trial payments made to your account. The current owner/investor of your loan is SunTrust Mortgage, IncOur contact information is: *** *** *** *** ** *** *** ***. Your loan is also a *** *** guaranteed loan. As of the date of this letter, your account is due for the March 1, monthly mortgage paymentThe current unpaid principal balance is $127,and the current escrow balance is $1,There is $in the unapplied "suspense" account. If you should have any questions regarding the servicing of your account, please contact our Client Services Department at ***, Monday through Friday from a.mto p.m., or Saturday from a.mto p.m., ETIf you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at ***, Monday through Friday from a.mto p.m., ET. Sincerely,
*** *** Officer Mortgage Escalations Resolution Team

I have had a loan with Suntrust for years and it was all fine and good until I got divorcedIt seems that this company lives in the 1950s with their treatment of women on the home loansTheir customer service people didn't want to talk to me about charges on my account from my ex-husband's bankruptcy atty fees, but had no problem passing on those charges for me to payMail is sent only in his name when I am most definitely on the loanI would never use this company again

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 copy of our response to the client dated November 9, 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***

November 7, 2016 *** ** ***
*** *** *** ***
*** ** *** 11px;">Re: Loan Number: Property Address: *** *** *** *** *** ** *** Case Number: *** Revdex.com Case Number: *** Dear Ms***: 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 you. Our records indicate that your loan closed on July 28, with an Interest-Only Note for the first ten yearsThe adjustment to include principal and interest was effective with the September 1, monthly mortgage paymentIf you are experiencing financial difficulty in making the mortgage payment, you may submit a financial package for evaluation of loss mitigation workout optionsOn October 25, 2016, our Mortgage Escalations Specialist sent you a Borrower Solicitation Package by email for you to review, complete and return to SunTrust Mortgage for review of loss mitigation eligibilityUpon receipt of your financial package, we will review the documents and contact you. Ms***, if you have any questions regarding the loss mitigation process, you may contact our Home Preservation Department at As an alternative, you may contact our Consumer Direct Department at if you wish to explore your refinance options. 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.mET. Sincerely, Kewanna C***