Consumer complaint received 2020-02-20
Company: SYNERGY ONE LENDING, INC.
State: NE
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
My husband and I built a home in XXXX, NE. Construction financing was provided by XXXX XXXX  and the finally loan ( considered a refinance ) was with XXXX XXXX XXXX XXXX  ( Synergy Lending DBA XXXX XXXX XXXX XXXX ). .The loan officer and processor were misleading and didn't provide closing figures as they are required to do within 3 days prior to closing. In fact, we didn't receive closing numbers until we were sitting and waiting at the closing company. The loan officer ( XXXX XXXX ) told me to have my builder place a lien on my property ( which cost me {$150.00} ) as that would get me a better rate as the loan would not be considered a refinance. After I did this, he called me back and said that wouldn't work. He also pursued a lien on our home from the XXXX  XXXX XXXX for the same reason of treating our loan not as a refinance. I told him I didn't want to pursue this as I didn't think the XXXX would do this, however, he did it anyway and it cost 2 extra days in the closing process. I told XXXX many times that I wanted to hurry and close as had a 6.25 % rate on my construction loan. I also told XXXX about 8 weeks ago ( early XXXX ) that I wanted to use XXXX XXXX for our home closing. The week of closing the closing agent ( XXXX ) said that a notary would be at our house that week for the closing. When I expressed concern and said we wanted to use XXXX XXXX, she indicated this would extend closing further. If we had used a notary and not a closing company, I'm not sure when all the mistakes would be found that XXXX XXXX found. I insisted this was their fault and that I still expected that we close by Friday of that week. On the day of closing, we arrived at XXXX XXXX only to find out that documents and numbers were still not final - which is required by law to be provided to us as borrowers by 3 days prior to closing. There were numerous mistakes on the closing documents that XXXX XXXX was attempting to get corrected. XXXX XXXX said that XXXX XXXX  XXXX XXXX was the most difficult lender they had ever worked with. After all of this, XXXX failed to mention that funds would not be released until 3 days after closing since the loan was a refinance. This was NEVER told to us and this further delayed the builder 's ability to pay his subcontractors. Throughout the closing process we were surprised almost daily with requests for documents. I told XXXX that they need to have a timeline and list of documents for their borrowers so that it was known what was going to need to be provided. The communication was not clear between us as borrowers but even within the bank between the different parties. I got to the point where I wouldn't pick up any calls from XXXX and asked him to send me everything in writing via email as I didn't trust what was told to me on the phone. A very frustrating and confusing process. During the last two weeks prior to closing, while I was at work, I had to spend countless hours referring to requests from XXXX XXXX   XXXX just to try to keep the closing on track.

Company response to consumer: Closed with explanation