Consumer complaint received 2019-10-24
Company: SYNERGY ONE LENDING, INC.
State: OR
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
I originally talked to XXXX XXXX ( through XXXX XXXX XXXX XXXX NMLS # XXXX ) in the middle of XXXX to refinance my home. He was able to get in contact with me through XXXX XXXX. 

XXXX XXXX XXXX is located in Rhode Island, but the parent company is in XXXX XXXX. I tried to file a XXXX complaint in Rhode Island - but they are not accredited. 

Agreed to start the refinancing the home in the middle of XXXX ( @ XX/XX/XXXX ). Here is the email I got : ****** At XXXX XXXX XXXX, customer satisfaction is our main priority. We are proud of our 5 star rating with the XXXX and would like you to be another happy customer. These Loan terms are based on the info you provided us, however if you need to change them, just let me know. Thank You for allowing us to be your Lender! 

I can offer you a Refinance at a FIXED RATE of 3.25 %. If you decide to accept this offer we will schedule a closing for approximately XX/XX/2019 and a first payment due XX/XX/2019. You will have no XXXX or XXXX payment due to us or your previous Lender! 

This is the information we have : Market Value of Home : {$220000.00} NEW Approved Loan Amount : {$140000.00} ( or up to 85 % of your homes ' value ) Rate : 3.25 % FIXED Cash In Hand : {$30000.00} Closing Costs : {$2900.00} ( built into the loan ) Payment : {$930.00} ( including taxes and Insurance ) Closing Date : XX/XX/2019 First Payment Due : XX/XX/2019 ( SKIP 2 PAYMENTS ) To accept this offer and LOCK your rate, call me, email me or text me! 
****** We started. I locked the rate. I'd been unemployed for around 4 mos and needed the cash back to pay bills. He knew this and created a plan for this. He also promised that we didn't have to pay XXXX and XXXX mortgage. We agreed - he promised a 30 day close. I acted upon that promise. 

XX/XX/XXXX, he texted me saying that the process went to underwriting. Quoted : " First we need an underwriting approval which it is going to now, we still need an appraisal. So, we are about 1-2 weeks out from getting the money. '' He told me that we needed to pay {$400.00} for the appraisal. Didn't have money, but found a way. Needed this done. The Appraisal happened on XX/XX/XXXX. I paid the appraisal assuming that he would have done the due diligence to see if he could finance in the 30 days that he promised. 

On XX/XX/XXXX, I got a text message saying " It is approved, I am meeting with XXXX tomorrow to get this in closing '' This told me that we were closing before the time as promised. 

I acted according to this. I texted him more on XX/XX/XXXX - " When Closed '', " Approx Date '' his reply " Next Week '' Again, I acted on this promise. 

On XX/XX/XXXX I texted XXXX asking : " Why late with underwriting ''. His response " Late ''. I replied : " We were supposed to get funds today ''. This was a week after he promised I would get the funds. He responded : " Can I call You ''. He called and we talked. He said that the appraisal would be finished on XX/XX/XXXX. Ok. Nothing I could do. He should have known this on XX/XX/XXXX when he promised that I would be funded by XX/XX/XXXX. I reiterated that I needed the funds by end of XXXX as promised. 

On XX/XX/XXXX he sent a message that I didn't get till morning of XXXX XXXX, he found something wrong in the mortgage. 2nd lender. Told him I didn't know much about it and didn't have it in my records. Gave him contact info of the person who originally did the mortgage. XXXX XXXX XXXX XXXX in XXXX, Oregon He contacts me around XX/XX/XXXX and says can't finish mortgage on time as promised because of 2nd lender. I again gave info to the original person. He told me that I had to pay XXXX mortgage. I told him that I was strapped and begged him to finish on the promised time. I paid bills in XXXX based on the promise that he made in XXXX and promised again in XXXX. I was waiting for funding that was continued to be promised and found out that it wa n't there. I begged and begged him to complete because I didn't have the money. 

Didn't hear from him about any progress. On XX/XX/XXXX, when I continued to hear nothing I tried to pay, but I was a few dollars short. 

I thought it was paid - but didn't find out till a few days later. 

Money from other promises to pay bills made came out first. Promises that I made and couldn't change, when I was told to would have the funds to pay. I missed the payment. 

On XX/XX/XXXX. He told me that the mortgage dead. I begged and begged him to find a solution. 

He said he would try to help. But, communication has been borderline non-existent. 

I called XXXX XXXX the Branch Manager on XX/XX/XXXX. Called him to tell him I unhappy I was and on how unprofessional XXXX was. He promised to take care of it and call me the next day. I tried calling him the next day when I didn't hear anything. Left a voice mail. Nothing from him. Another promise from this company that wasn't kept. 

XXXX said he would try to resurrect, but finally after 15 day ( 66 days from the start of the process ) he finally said there was nothing he could do. 

Now my family is in a much worse situation. 

Point of fact : I was unemployed for around 4 mos. From XXXX to XX/XX/XXXX. Started a job on XX/XX/XXXX. When I found out I liked the job I tried to refinance. I had a lot of equity in my home. 

I ran out of money to keep up with the Credit Card, but with the promise from XXXX I would miss a month or two of payments so that I can refinance. Get caught up and put my finances under control. My income decrease around {$2000.00} a month with the new job. My credit would take a hit, but I would bounce back easily and healthily. 

I used the XXXX money to get caught up on bills so that I wouldn't lose electricity or gas ( Based upon the continued promises from XXXX ). With XXXX 's consulting and advice, we came up with a refinance plan. I agreed. It would put my finances in a position where I would be fine and healthy. 

But, the plan failed when XXXX failed. Now, I had to use the money to pay bills to pay for XXXX mortgage. Next pay check I have to pay XXXX mortgage. Because of XXXX lack of communication and research my credit dropped from XXXX to around XXXX. I can't get refinanced. My credit cards are closing fast. My family is in a horrible position. 

When I talked to Normal his response is - it is your fault, not mine. 

I will be very happy to forward the emails and texts.

Company response to consumer: Closed with explanation