Consumer complaint received 2026-04-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: PINNACLE FINANCIAL PARTNERS, INC.
State: WA

Complaint narrative:
I am submitting this complaint regarding a lack of transparency, restricted account access, and potential servicing deficiencies related to an equity loan held with my financial institution. Despite maintaining an active loan and making consistent payments over the past ten ( 10 ) months, I have been unable to access or view any information related to my loan account through the banks standard customer interface. Specifically, I am unable to view the outstanding loan balance, payment history, transaction activity, or any statements associated with the loan. Upon initially raising this issue with the bank, I was informed that account visibility would be restored after six ( 6 ) months of consecutive payments as part of a reinstatement process. However, despite exceeding this timeframe and continuing to meet my payment obligations, access to my loan account has not been restored, and no sufficient explanation has been provided. As a result of this lack of access : I am unable to independently verify the accuracy of my loan balance or payment application. I can not directly make payments toward the loan through standard banking channels. I am forced to rely on manual intervention by a loan officer to process payments and provide updated balances, creating unnecessary delays and a lack of transparency. I am unable to ensure that payments are being applied correctly, including allocations toward principal versus interest. This situation raises serious concerns regarding compliance with consumer protection and financial disclosure requirements, including the obligation to provide borrowers with accurate, timely, and accessible account information. I request : Immediate restoration of full access to my loan account, including balance, payment history, and transaction details. A complete and accurate accounting of all payments made to date and their application. A formal explanation for the continued restriction of access beyond the originally stated reinstatement period. Assurance that the banks practices comply with applicable financial regulations and consumer protection standards. The inability to access fundamental loan information significantly impairs my ability to manage my financial obligations and may constitute a failure to meet regulatory requirements for transparency and fair servicing practices. I request prompt investigation and resolution of this matter. TIMELINE : XX/XX/XXXX : I notified XXXX that I logged in to my account and I can no longer see my loan balance nor transactions. XX/XX/XXXX : I reached back to Synovus to request an update on why I can not see the loan amount so I can process a monthly pmt on time. XX/XX/XXXX : Synovus responds that there is no outstanding payment and does not provide guidance on when my account will be restored. I reach out to Synovus to request to link loan account back to my profile. XX/XX/XXXX : I reached out to Synovus again as I can not see the loan account in my profile and get no response from Synovus on why my loan account does not show in my profile. My access to the loan account is not restored. XX/XX/XXXX : Since I don't have access to the account. I reached out via email to the loan specialist to apply a principal payment to the loan. I continue to request a monthly payment and principal pmt application to this day as my loan account has not been added back to my Synovus account. XX/XX/XXXX : I confirmed via email that I processed a XXXX XXXXXXXX transfer to the checking account and request Synovus loan specialist to apply the XXXX XXXX as a principal pmt. I still don't have access to the loan amount. I request via email the balance on my loan as I do not have access to it. XX/XX/XXXX : I request my loan account to be added to my Synovus online account. XX/XX/XXXX : I request an update as I am still unable to view my loan balance or interest details. I let Synovus know this is not acceptable under Under the Truth in Lending Act ( TILA ) and Regulation Z. XX/XX/XXXX : Synovus notifies me that because the account was in collections for a few days the online access was disable and access will be restore once 6 months of online payments are completed. Synovus let 's me know I have a month to go to see my loan balance online which is XX/XX/XXXX. XX/XX/XXXX : I reach out to Synovus loan officer and loan manager to request reinstatement of my loan account. I get no response. XX/XX/XXXX : The loan account is NOT in my Synovus account.

Company response to consumer: Closed with non-monetary relief