Do Not Honor Contract/Do Not Inform Customers On Policies/Do What They Want On The Fly

In 2009 my house burned and I broke both of my arms. I applied for a 2 month mortgage payment deferral. ING put me through hell getting them the paperwork and my right humorous healed crooked because I wasn't supposed to move. They approved the deferral. The approval letter states, "This amount will be payable at the end of the term of your load." No where did I sign anything that said I had to pay back the deferred amount in order to get a rate renewal. Since then, I have made all of my payments and paid down my principle significantly and made a lump sum $10,000.00 principle pay down. I have gotten rate rewals since the deferral and since the $10,000.00 principle paydown. I recently applied for a rate renewal, and I received a terse email saying I wasn't eligible because I have to payoff the 2 deferred payments first. They have never informed me that this was a condition. They have never informed me on how to make payments toward the 2 deferred payments. I pay principle and interest every month on my mortgage and I have never been informed on how to buy down the deferral or that it would prevent me from getting a rate renewal. When I applied for the deferral, I was never advised that this might prevent me from getting a rate renewal. When I paid the lump sum of $10,000.00, I was never advised that any of the funds needed to go toward the deferred amount. I have on ING letterhead that the deferral was due at the end of the term of the loan. The managers will not budge, nor will they say to whom they report.  This is predatory and it cannot be legal. ING is doing what they want, as it works for them. Their objective is to get me to the end of my 5 year arm and jack up my rate 2% and not offer a rate renewal until I cough up $7112.00.

Now that ING Direct has been bought by Capital One, they are the bank with the one star rating. I'm going to continue to fight this. They can't just do what they want when they want without informing the customer of the reprocussions.