Consumer complaint received 2022-09-16
Company: AMERIS BANCORP
State: FL
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
In XXXX, the Line of Credit was sold to XXXXXXXX XXXX Payments were made on time until some financial issues in XXXX at which time the balance was approximately $ XXXX on the account. In XX/XX/XXXX, I received notice that the balance on the account was {$46000.00} and tried to contact the sender of the letter, XXXX XXXX XXXX multiple times to reestablish payment arrangements. Voice messages were left XX/XX/XXXX at XXXX and XX/XX/XXXX at XXXXXXXX XXXX in an attempt to set up payment arrangements ending in not receiving a return call. On XX/XX/XXXX I received a letter stating that the balance was {$46000.00} from XXXX XXXX and negotiated new payment arrangements ( letter attached ). At that time I was told that by making these new payments on time that the loan payments would be reported as on-time to the credit agencies. Agreement in writing was " Will pay {$1000.00} due by XX/XX/XXXX, then to pay XXXX XXXX  monthly for 12 payments, first due XX/XX/XXXX. After that payments are to increase to XXXX XXXX  monthly until full balance is paid, first payment is due XX/XX/XXXX. '' No changes to the interest, payment type or loan type were disclosed and I understood this fixed payment plan to be one that would offer an end-date and material progress on the principal balance. All payments have been made on time since the first payment on XX/XX/XXXX to date. In late XX/XX/XXXX, multiple requests were made for a statement on the account. After several escalations, I was provided a letter from XXXX XXXX showing the balance of {$45000.00}. A week later I received a summary statement by mail showing a balance of {$45000.00} ( an increase ) and verbally was told that no further information could or would be provided. As of XX/XX/XXXX, {$2700.00} had been paid on the account with only {$910.00} going to the principal balance. After additional attempts to get further breakdown of the payments I was denied. Despite this, payments have continued on-time. In XXXX or XXXX we received a letter that XXXX had been acquired by XXXX and I would be contacted in the event of new remittance address if applicable. No new information was provided so payments continued. The account changed custody on my credit report to Ameris, who are reporting all payments as over 30 days late with a balance of {$23000.00} - which has been unverifiable. In XX/XX/XXXX, not being able to get a balance on the account and having the account removed from XXXX damaged my credit score further, I engaged an attorney to confirm that the account is valid, help get current balance, payment breakdown and information on the account to know where I stand. After 60 days, XXXX / Ameris has still not provided the requested information directly to me or my attorney, despite the confirmed assignment in XXXX. Payments are still being made to XXXXXXXX XXXX  XXXX XXXX XXXX and we are unable to get any accounting and based on the only information from XXXX interest and fees are being charged at 66 % with little progress on the principal and no ability to confirm progress on the account. I have attached the communications from XXXX XXXX Ameris and a detailed accounting of payments made via spreadsheet.

Company response to consumer: Closed with explanation