SunTrust Mortgage

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***

November 16, 2016 *** ** ***
*** ** ***
*** *** *** ***
*** ** *** Re: Loan Application Number: Property Address: *** *** *** *** *** *** ** *** Case Number: *** Revdex.com Case Number: *** Dear Mrand Mrs
***: 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. Our 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 *** *** *** *** (***), multi-layered flood policyThese types of policies must be manually reviewed each year to ensure they adhere to *** *** *** ***
***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 approved. As a servicer of this loan, we will always require evidence of insurance for the mortgage property. The 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 policy. Since there is no lapse in cover, a refund will be issued for the full premium amount. If 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., ET. Sincerely, Wanda H*** Officer Mortgage Escalations Resolution Team

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 *** ***

Please see attached.

Dear ** *** *** ***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 research
revealed that your online bill payer referenced
a closed loan number on the payment check instead of the current mortgage loan
numberThis, the payments for June and July were returned to youAs discussed,
we placed stop payments on checks *** and *** each in the amount of
$1,the funds were applied to your current mortgage loan as the June and
July month payments each in the amount of $with a principal
curtailment of $71.50.The late fees assessed for the June and July payments
were waived on July 28, Additionally we have submitted an updated to the affected credit bureau(s)
which will remove the assicated negative information from your credit report
for the July 6, reporting.Your request to set up SurePay, our automatic drafting
program, was received and established effective with the September 1,
monthly payment.** *** ** *** if you have an questions regarding the
servicing of the loan you may contact our Client Service Department at
***, Monday through Friday from 8am to 8pm and Saturday from 9am to 3pm.If you have any questions regarding this letter, you may contact
our Mortgage Escalations resolution Team at ***, Monday through Friday
from 8am to 6pmSincerely *** ***

Re: Revdex.com complaint #***SunTrust has responded to our client but cannot share theresponse with the Revdex.com as no signed third party authorization was received.Please close this case in your records

[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 ***, 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: ***
Regards,
*** ***

Dear *** ***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 *** in the amount of ***, which represents the appraisal fee of ***, the credit report fee of $*** and the processing fee of *** 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 *** Monday through Friday from a.mto p.m., ET.Sincerely,Wanda H***

Revdex.com:
I have reviewed the offer made by SunTrust Mortgage in reference to complaint ID ***, and find that this resolution is satisfactory to me, and their quick resolution is greatly appreciatedI 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: [email protected]
Regards,
*** ***

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 May 31, Upon receipt of the signedauthorization form, we will gladly share a copy
of our response with your office.Thank you for contacting SunTrust

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
Suntrust has failed to provide anything bearing my signatureI am unable to read the information provided as I don't have directions on the system it was derived fromAfter careful observation, this account has past it's statue of limitation as of January 4, Please send electronic request to have this account removed ASAP
Regards,
*** ***

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
The problem is still not resolved, as a matter of fact it's worse As a result, all they have done is added more fees and extended the payments over a year periodNow they claim we have an escrow shortage in the amount of: $4, They are spreading this so call "shortage" over a period of years and have increased our mortgage payment an additional $a month$a month additional over a year period equals: $7,856.19, not $4,It seems they are pulling these numbers out of the air without any justification"***" in escalations was suppose to get back with us regarding the difference in numbers and to justify the shortage and to date has not
We paid our March payment which should be: $on February They applied it as a a principal reduction instead of the mortgage paymentOn March 8th, I went ahead and paid the additional $they claim we owe and they put it in to suspenseI have no doubt it was applied this way so that they can charge late fees nextFrom what I have read on the internet about other consumers that have had the unfortunate dealings with this company, this is a typical practice by themWe have spent countless hours on the phone with Suntrust and all their different departments in hopes to get this correctedFrom what I'm reading from other complaints, I see that we are not aloneTheir IT departments are tapped in to each other via their network, yet they do not communicate with themselvesWe have received multiple letters and statements all with different numbers, we have no idea where we stand or what fees they will be adding or changing nextDealing with Suntrust has been a nightmare, their calculations are wrong and unjustifiedThe tactics of this company are down right unethical.
We will not sign anything to release this Company from anything as if they don't stop jerking us around and correct the issues, we will without a doubt pursue to the highest extent of the lawThe frustrations and grief you have put us and other people through needs to come to a stop! This company needs to be held responsible for adding unjustified fees, misapplying payments and finally learn they can't continue to get by with robbing innocent consumers
Regards,
*** ***

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
We have accepted the “good will gesture” provided to
us by SunTrust. Unfortunately, this does
not come close to compensating us for the cost for the delay in this refinance
process. As stated in the original
complaint, we were to have gone to settlement and closed on this loan by June
1, 2015. We did not go to settlement
until October 5, 2015. The delay in this
process cost us over $7,that would not have been incurred had we gone to
settlement in a reasonable time. During
this process, SunTrust also reduced the amount of our Home Equity Line of
credit. We would like our Home Equity
Line of Credit restored to what it was before this process and would like to be
compensated for the cost of the delay
Regards,
*** ***

Dear Ms***:We received your correspondence regarding the above referenced caseHowever,you did not include a signed authorization form from Mrs***Therefore,we are unable to provide you with a copy of our response to Mrs*** 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 *** Monday through Fridayfrom a.mto p.m., ET.Sincerely,***

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 is the fault of the Suntrust employee who set up this account, who should my lawyer contact?
Regards,
*** ***

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'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 miscommunication. I'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,
*** ***

Dear MsJones: 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 January 16, 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***

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 *** ***

Dear ** ***We have received and reviewed the correspondence that was forwarded
to our office from the Revdex.com
(Revdex.com) regarding the above referenced loan and loan applicationWe appreciate
the opportunity to look into the issue raised and to provide a response to
you.Our records indicate that we previously reviewed your
concerns and responded to you in the *** letters dated June and July 16,
We refer you to our previous response for an explanation of your repeated
concernsIn regards to your June 1, correspondence and the distance
requirement better the property and the drain field, there was a discrepancy
regarding this requirementAs you know, after further review, we verify that
the property was within state requirements and we continue with the processing
of the loanThe July 16, response was packaged and mailed that same day
along with the ***We have confirmed with our specialists that the response
was included; unfortunately, we are unable to provide tangible proof of this You have continued to communicate with ** *** *** ***,
Mortgage Escalations Specialist and ** *** ***, Vice President regarding
the review of your loan applicationThe initial loan application information
was obtained from you and the mailing address was confirmed as * *** *** ***
** *** * ***When you inquired about a conventional loan, you were advised
that a conventional loan was not likely with a 95% loan to value ratio with
mortgage insurance not that you would never get a conventional loan.The payoff of mortgage loan *** was received on May 8,
The total payoff amount was higher than the original loan amount to
include the unpaid principal balance, interest, pro rata Mortgage Insurance
Premium (MIP) and the count recording feeAlso the loan closed on September
25, with only six payments being applied to the loanIn regards to the
MIP, premiums are paid in arrears and are paid on a monthly basic not dailyIf
a refund of the MIP is warranted, it will be refunded from FHA.** ***, we regret any delay and confusion that may have
been caused during the review of your loan applicationAs stated previously,
we offered to extend the initial interest rate and compensate you up to $
per day for room and board and $Per day for the extension of the purchase contract
until the loan closedThe offer was contingent upon you closing the SunTrust Mortgage,
Incand would not be offered on behalf of another lending institution as we
would not be privy to the processing of the loan application.We have thoroughly reviewed your concerns as it related to
the processing of your loan application and our position remains the sameWe
respectfully decline your requested for a refund of the cost incurred including
penalties, inspections, appraisals and cost of living for the days it took
to get a new loan

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 January 7, 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, Kewanna C***