Whitney Bank Mortgage Complaint

Whitney Bank Mortgage department,

Home equity loan or line of credit Credit decision / Underwriting California

My parents and I own a rental home in - -, Louisiana. We each own - % interest in the property. The residential home is worth according to - approximately $68000.00. In -, we purchased the home and paid off the mortgage. A local bank, - -, provided us a $35000.00 home equity line of credit at that time and took a first mortgage on the property. This loan was subsequently shifted to - and now Whitney Bank due to bank acquisitions. We have a - month history on making on-time payments for this home equity line of credit. -/-/-, we were contacted for the first time by a representative from Whitney Bank stating that the term on the line of credit was expiring in - - and we needed to provide tax returns and financial statements for review. My parents and I submitted this information within two weeks of the request. Prior to this email requesting financial data, we have never heard from any representative at Whitney Bank despite being a 25 year client with a performing loan. -/-/-, I was called by the representative from the bank and informed verbally that Whitney Bank was not going to renew the line of credit. They would offer us a term loan to payout the balance. When I inquired as to the reason for this decision, I was informed verbally that we were n't using the line properly. Our issue with Whitney Bank is that there was no outreach by them to connect with us as 25+years customers of the bank. There were no communications from Whitney Bank on any defaults on the terms of the loan. Nor were we given an opportunity to correct any defaults. Our complaints also include poor customer service from Whitney Bank and lack of investment in the minority community. If we were not in compliance with the terms of the loan, why would the bank representative ask us for tax returns and financial statements. If we were in default of the terms of the loan, then why request financials and tax returns?