Consumer complaint received 2021-06-18
Company: Synovus Bank
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
To Whom it may concern : I have 3 mortgage accounts with Synovus. I was told that I was under a deferred mortgage on all accounts over the past year. I was in constant contact with my representative XXXX XXXX. Over the last several months I had asked to be taken off deferred payments ( since XXXX  ) and i was told that it was in the works ( their lawyer was finalizing the paperwork ). He actually asked if I could make interest payments totaling close to {$6000.00} to cover all 3 accounts ( end of XXXX or very beginning of XXXX ). I told him that I couldnt come up with that much at one time ( he assured me that there was no problem and that he would be back dating the deferred mortgages to cover the time lag ). Over the last couple months I have not been able to get in touch with him ( he stopped returning phone calls ). I called 6 or 7 times and left 2 or 3 messages and still havent heard from him. 
Then last week I received 3 letters regarding all the mortgages saying that they have sold my mortgages. I called the new contACT person on the letters and a woman named XXXX XXXX answered the phone and refused to let me speak with the person I was told to contact on the papers. Then she informed me that she knew who i was and that I could speak with her ( my contact person on the letter was to be XXXX XXXX ). I asked who was she and she said that she was the REO Disposition manager and XXXX 's boss. She told me to call the new company or keep leaving messages for XXXX XXXX is my only options. 
I kept trying to ask questions about what was going on and why wasnt XXXX returning my calls ( since I have been speaking with him for years and he has always called me back or answered every single time until the last couple months ). 
After I kept trying to ask questions she said that i dont have any signed paperwork regarding being under deferred payments and that their is nothing they can do. I said thats wrong since I have been waiting for XXXX to send me paperwork for months on end to sign ( to which he repeatedly said that he would be back dating them to cover the deferred period after we work something out with their lawyers ).

Also, he stated that he was going to have to renew my loan and that he would do this with a lower rate that would be lowered from 7 % and 8 % down around 5 % ( he told me this back when I was trying to get off deferred payments for XXXX ). 

After finally getting no where at all with XXXX XXXX I called the new company and they were very adamant that I hadnt made a payment in over a year and that I havent been on deferred payments since XX/XX/2020. They demanded to know why I havent been making payments. After explaining what I have been saying here, he said they dont have any information about any of that and it looks like I have just quit paying. He said that they will hold my loan for a short time in order for me to get a loan with an actual bank ( they are some type of trustee for a 401k plan ). 

I'm not overly sure of what i can accomplish by even reporting this companies employees actions ( or inaction 's ). I dont know if their negligence in failing to communicate with me may cause me to lose my 3 mortgage properties that I have carried with them for 16 years now. 

However, I would like to follow up with any consumer finance assistance for protection from the actions of this company Synovus.

Company response to consumer: Closed with explanation