SunTrust Mortgage

[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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Dear [redacted]This letter is regarding your correspondence that wasforwarded to our office from the Revdex.com regarding the abovereferenced loan. We appreciate the opportunity to respond.Congratulations in paying your loan in full. Our recordsreflect that on...

November 12, 2014, we received $74,840.54, which satisfied thetotal amount due. At that time you have an escrow balance of $1,107.74, whichwould be sent to you within 30 days of the paid in full date. On November 18,2014, we sent your mortgage satisfaction documents to [redacted] to release thelien. Once process, the release will be part of the office land records andavailable for future real estate transactions. On December 16, 2014 I spoke with you and concerning theescrow refund check [redacted] dated November 24, 2014 in the amount of$1,107.74. At that time you advised me that you had not received the escrowrefund. As you requested, we placed a stop payment on check [redacted]. [redacted] isa replaced check [redacted], in the amount of $1,107.74. However, if you shouldreceive check [redacted], dated November 24, 2014 in the amount of $1,107.74, we areasking you to destroy the check.It has been a pleasure to service your mortgage account. Wevalue our business relationship with you and would welcome the opportunity toassist you with any future financing.If you have any questions regarding the servicing of youraccount, you may contact our Client Services Department at [redacted], Monday throughFriday from 8:00a.m to 8:00 p.m or Saturday from 9:00 a.m. to 3:00 p.m., ET. Arepresentative will be glad to assist you. If you have any questions regarding thisletter, you may contact our Mortgage Escalations Resolution Team at [redacted],Monday through Friday from 8 a.m. to 6 p.m., ET.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.
First of all, the first modification program was June 1st, July 1st and August 1st, 2013 not May, June and July. I made all the payments on time.  I did not receive after, completing the TPP, an  agreement  for a 40 year term at a 4,00% interest rate, a monthly payment of $1.472.00. All I received was a cancelation notice from Suntrust on September 8th 2013 and the next day a notice from the [redacted], a foreclosure company. Four weeks later the foreclosure company sent the contract back to Suntrust because they could not foreclose when someone is in a HAMP program. This was only notice when I talked to the representative from the foreclose company. Somehow the HAMP payments made to Suntrust did not show up on the ledger that Suntrust had sent to the to the foreclosure company.  I was told this by a representative of the foreclosure on the 3rd of October 2013.The original loan on the house was 7.125% for 30 years. The Deed of Trust says my name only and not married. SunTrust says that they are  unable to change the interest rate on the loan as the loan does not qualify for a 2.00% interest rate reduction, adjusted. But I do qualify for a 2% loan. The February 2015  loan modification was a 5.5% loan for 40 years! I did not think this was a fair modification. In February 2013 I became badly disabled. I have had 4 major surgeries since and still can not walk with more to come.   All I want is a fair mortgage loan...
Regards,
[redacted]

Revdex.com:The fact that Suntrust Mortgage wants me to start taking 3,000 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 7 months and 21,000 dollars.  I don't need or want the 21,000 and, in fact, would clear no more than 17,000 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 61,000.  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 40 years.My FICO score is 817 (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 27 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]

Dear Ms. [redacted]: We received your correspondence regarding the above referenced case. Because 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 June 3, 2015. 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 Mortgage Escalations Resolution Team

Dear [redacted]We have received your correspondence regarding the above
referenced case. However, 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 September 11. 2015. 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]

[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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
 
I do appreciate the administrative efforts taken by the Revdex.com and your timely efforts toward resolving this complaint. I initiated this loan process with Sun Trust with full expectations that it would be a speedy and simple effort due to the fact that I was a current customer who already had a well maintained, up to date mortgage with them. Sun Trusts poor efforts to manage my new loan request was totally unacceptable and cost me $2,250 in additional fees from the new lender. Yes, Sun Trust did offer to "revisit" my loan request 9 days after no contact what so ever, a loan rejection letter I received and with no guarantees that it would be approved.The process for obtaining any loan is usually one built on time constraints and measured in days not weeks, such as mine was. It was also known by Sun Trust that I was well underway in the process of selling my present home and working the purchase on a new residence (the reason for the loan request) which placed me under even more of a constraint. A $25.00 "credit application fee" credit is appreciated but trivial, my actual loss due to Sun Trust failures and lax attitude toward my loans management, poor timely responses and their lack of reasonable debt research has cost me $2,250.00 in origination and point fees. This is what I would consider a resolvable resolution to closing this complaint. The additional charges I've endured were directly due to the lack of simple process management on behalf of the Sun Trust Mortgage Co. .                Regards,
[redacted]

[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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]
It has been resolved. Thank you

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 loan. We appreciate the opportunity to looK into the issue raised and to provide a response to you. The loan was reviewed for loss mitigation workout options in accordance with the Home Affordable Modification Program (HAMP) and Fannie Mae requirements. The evaluations were based on the income documentation provided and credit report expenses. The results and terms of a modification offer are not negotiable. Our records indicate that SunTrust Mortgage, Inc. (SunTrust) approved the loan for loss mitigation work.outs on two separate occasions. On April 10, 2013, the loan was approved for an Alternative Modification Trial Payment Plan (TPP) for the months of May, June and July 2013. You completed the TPP and a final modification agreement was mailed to you with a 40 year term at a 4,00% interest rate, a monthly payment of $1.472.00 (a reduction from the contraGtual payment of $2,373.98) and a principal forbearance of $32,704.97. 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 Trust. The verbiage in the modification agreement regarding the borrower information was stated just as it was in the Deed of Trust. The corrected final modification agreement was delivered to you on September 19, 2013 to re-execute and return to SunTrust. On September 26, 2013, you informed a SunTrust representative that you had not been married for years and wanted the verbiage in the modification documents changed. It was explained to you that supporting documentation was required in order to change the language of the modification  agreement. As 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?.ement. Therefcre, the loan was removed from the loss mitigation process. The loan had been in foreclosure ciue to the deiinquency and was piaced on hoid to ai1ow ror the !os:s ;nitigation revluw. The foreclosure hold was removed uil N<)ver.ibe1 23, 20 'i 3 s:n...:a tt.G ioan was not on an approved work.out plan; however, the foreclosure file was closed shortly thereafter on 09i;emher 18, 2013. A second financial pack.age was reviewed on December 23, 2014 and approved for a new TPP effective February 1, 2015. The trial payment was r.ot received and the loan was removed from the loss mitigation process on March 6, 2015. As the loan was not on an approved workout option, the loan was again referred to foreclosure on April 30, 2015. To allow for a new loss m:tigation review, the foreclosure file was placed on hold on November 23, 2015. A further review of the loan for loss mitigation eligibility was conducted on December 1, 2015. SunTrust was unable to offer a workout option as the documented income was not sufficient to support the loan payments at the time of the review. The foreclosure hold was removed on February 11, 2016. Subsequently, a foreclosure sale scheduled for April 13, 2016 was canceled. The loan is currently due for the February 1, 2013 through April 1, 2016 monthiy mortgage payments. Further, SunTrust is unable to change the interest rate on the loan as the loan does not qualify for a 2.00% interest rate reduction, which is required in order for it to be adjusted. If you have any questions regarding this letter, you may contact our Mortgage Escalations Resoiution Team at 655.223.4640, Monday through Friday from 8 a.m. to 6 p.m. ET. Sincerely, Kewanna C[redacted] Officer Mortgage 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.
[Provide details of why you are not satisfied with this resolution.] I made payments to you timely each and every month.  I did not know that you were "suspending" my payments because I would receive phone calls saying that if you have already made this payment disregard this notice.  I was verifying with my bank after every robocall that my funds were withdrawn from my account to you and they were.  I was not aware of your interpretation of late until my credit report score was dropped by you.  I disagree with your actions and find them egregious.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Suntrust under FCRA 623(B) having identified inaccurate information
on my credit file as furnsher of information is required to request that
this illegal inaccurate information be deleted as per their 7/31/2014
Communication be deleted immediately.

Dear Ms. [redacted]: . We have received and reviewed the correspondence that was forwarded to our office from the Revdex.com (Revdex.com)...

regarding the above referenced loan. We appreciate the opportunity to look into the issue raised and to provide a response to you. We regret that you encountered problems in your attempts to make a one-time payment on your mortgage loan. On January 25, 2016, Ms. Jessica [redacted], Client First Solutions, contacted you and left a message for you to return the call. Ms. [redacted] would like to assist you with logging into your on line account. You may contact Ms. [redacted] at [redacted] She will be glad to assist you. Your January 2016 payment was received and applied on January 15, 2016. The next payment is due on February 1, 2016. Ms. [redacted], if you have any questions regarding this letter, you may contact our Mortgage Escalations Resolution Team at 855.223.4640, Monday through Friday from 8 a.m. to 6 p.m. ET. If yo·u have any questions regarding the servicing of the loan, you may contact our Client Services Department at 800.634.7928, Monday through Friday from 8 a.m.to 8 p.m. and Saturday from 9 a.m. to 3 p.m. ET. Sincerely, Kewanna [redacted] Officer Mortgage Escalations Resolution Team

Dear [redacted]
This letter is regarding your correspondence that was
forwarded to our office from the Revdex.com regarding the above
referenced loan. We appreciate the opportunity to respond.
We reviewed your concerns about the negative...

information on
your credit report regarding this loan. Our review revealed that our reporting
to the credit agencies to which we report ([redacted]) as a zero balance
with a closed date of June 2012. 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 3 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 6 pm.
Sincerely,
[redacted]

We have received and reviewed the correspondence that was
forwarded to our office from the Revdex.com (Revdex.com) regarding the
above referenced loan. We appreciate the opportunity to look into the issue
raised to provide a response to you.Thank you for bringing to our attention the...

problems you
experienced with the servicing of your mortgage loan. Our goal is to provide
the accurate and reliable service to every one of our clients and we certainly
regret with that goal is not met. We understand your frustration and sincerely apologize
for any inconvenience caused. Your satisfaction is very important to us. Please
be assured that we have addressed and resolved your issues. Our records indicate that SunTrust Mortgage, Inc. (SunTrust)
acquired your loan from [redacted] effective October 2, 2014. On November 28,
2014, the initial escrow analysis was completed and an overage of $757.61 was
determined. The monthly payment was adjusted to $1,186.35. The overage was a
result of our tax vendor incorrectly setting up the property taxes. A new
escrow analysis was performed on May 21, 2015 to correct the tax collection. The
monthly payment changed to $1,580.21 and a shortage of $1,997.19 was
determined.Thank you for speaking with me regarding your loan and the
servicing issues you have encountered. We regret the error in the tax set-up
and for any inconvenience that may have been caused. You requested that the
escrow shortage of $1,997.19 to be spread over a 24 month interest free period.
We regret that this was not completed properly upon your request. Our system of
record has since been updated to reflect a payment of $1,497.00 effective July
1, 2015, which includes the shortage spread over the 24 month period.[redacted] again we regret any confusion and
inconvenience caused. If you have any questions regarding the servicing of the
loan, you may contact our client services Department at [redacted], Monday through
Friday from 8am to 8pm and Saturday from 9am to 3pm ETIf you have any questions regarding this letter, you may
contact our Mortgage Escalations Resolution Team at [redacted], Monday through
Friday from 8am to 6pmSincerely,[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] 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 [redacted]We have received your correspondence regarding the above
referenced case. However, 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 22. 2016. 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. [redacted]: We received your correspondence regarding th.e above referenced case. Because 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 February 17, 2016. Upon receipt of the signed...

authqrization form, we will gladly share a copy of our response with your office. Thank you for contacting SunTrust. Sincerely, Kewanna [redacted] Officer Mortgage Escalations Resolution Team

Dear [redacted]:
This letter is to acknowledge receipt of your correspondence or inquiry on 11/12/14. The SunTrust Mortgage Escalations Resolution Team is currently researching your questions or concerns, and we are focused on responding to you as quickly as possible. As...

we work to respond to your concerns, we will attempt to contact you each week to provide an update on the status of your inquiry.
If a member of the Mortgage Escalations Resolution Team has not been in contact with you as of receipt of this letter, or if additional questions or concerns regarding the status of your inquiry , please contact us at [redacted], Monday through Friday from 8 a.m. to 6 p.m., ET and reference your case number above. Thank you for giving us the opportunity to serve you better.

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