Consumer complaint received 2021-06-27
Company: Synovus Bank
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I was reluctant to think this, but it felt as though we were being discriminated against because we were two XXXX women that were attempting to purchase a home together as partners. On XX/XX/XXXX, I reached out to XXXX XXXX, a mortgage loan originator with Synovus Bank, and left a voicemail for her to contact me back regarding reinitiating a mortgage loan application. Within half an hour after leaving a voicemail, XXXX XXXX, XXXX 's " partner '' as she described herself contacted me back. I briefed her on my plans for purchasing a home and the need to do so by XXXX of XXXX at the latest. After providing personal information to XXXX about myself and my co-applicant ( which I introduced to XXXX and XXXX as my partner at the time ) she quickly requested to do a credit check to which she reported that my co-applicant needed to increase credit score. XXXX promised to send a copy of both our credit reports via email that same evening to which she did on XX/XX/XXXX at XXXX XXXX  and copied XXXX XXXX, with instructions on how to increase credit scores and how to provide proof of increases to Synovus Bank at her attention. XXXX also said she would provide an XXXX  worksheet with approximate pre-approval information/breakdowns since my co-applicant and I knew the home we were trying to purchase ; she never sent the worksheets. I requested the fax number to send proof documents on XX/XX/XXXX at XXXX am via email and sent another follow-up email on XX/XX/XXXX at XXXX XXXX  since I did not receive a response from XXXX XXXX or XXXX XXXX. A couple of minutes after my follow-up email, XXXX responded via email on XX/XX/XXXX but did not provide the XXXX worksheets. I sent an email on the morning of XX/XX/XXXX requesting the XXXX worksheets so we could properly come up with a game plan. I also requested that XXXX and XXXX be transparent with us regarding our likelihood of being preapproved so that we could know exactly where we stand and what we need to do since we were on a time constraint with our current living situation. XXXX simply responded later that afternoon that my co-applicant 's scores are " a little low '' and she will " get with XXXX '' and they will provide an update. From the beginning to the end NO ONE ever explicitly expressed that we would not be approved. XXXX finally reached out via email at XXXX pm on XX/XX/XXXX claiming she " lost her XXXX and XXXX, and needed to get it reinstalled '' and a bunch of other reasons as to why she was providing the XXXX FHA purchase estimate worksheet 6 days after she initially promised. She recommended that we continue with XXXX ' 100 % financing option and mocked it up for a community in a predominately XXXX area that we never advised we were interested in. XXXX had already suggested we look into the community back in XXXX when my co-applicant and I initially reach out to her regarding approval for a community in a predominately white area. After my co-applicant made the recommended payments XXXX and I were going back and forth via email regarding a home we were interested in to which we were advised the specific ( median income required ) areas we need to look into to be approved for 100 % financing. After running our credit twice, XXXX advised via email on XX/XX/XXXX that she will request another credit agency rescore and will reach out as soon as she gets an update. We sent an email on XX/XX/XXXX requesting an update and never heard from XXXX nor XXXX ever since. Our credit was run so many times that we suffered at least a 10 point decrease due to the number of hard inquiries. To this day, we have NOT heard from XXXX nor XXXX and it is VERY clear they couldn't care any less if we were homeless considering we requested total transparency with this process from the beginning but failed to receive it. It was absolute poor customer service from the beginning once XXXX and XXXX determined that we were not worthy candidates since the market was booming the past few months after the onset of the global pandemic. We felt slighted, underserviced, discriminated against, neglected, and just plain disappointed.

Company response to consumer: Closed with explanation