Consumer complaint received 2020-02-01
Company: ATLANTIC BAY MORTGAGE GROUP LLC
State: NC
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Hello, In XXXX i was behind on two payments. XXXX and XXXX of XXXX. 
I had just got divorced and took on the house with all the bills, i also have XXXX  that live with me. Then i started the loan modification process months went by. Atlantic Bay mortgage wouldn't remove my wife from the loan without proof of papers from the court. Months went by as i was playing a phone/email tag game with them. Trying to get the right paper to them. Finally i talked to a lady that asked where the second page was. I was only given the first page by the court. So in XX/XX/XXXX, i got my package in the mail to sign for a trial loan modification process for three months. 
Three months went by with me paying XXXX for XXXX, XXXX, and XXXX. 
In XXXX of XXXX i got a message from them, saying i got an approval from the under writer. My new package arrived in XX/XX/XXXX for XXXX first new loan modified payment. 
XX/XX/XXXX, i made my first payment of XXXX haven't missed a payment from the beginning of the trial to the first new mortgage payment. 
I've sent so many messages to them i can't keep count, via there website secure message center. Asking why i started getting a late fee every month out of no where. So begun the phone call wars. Every day holidays, veterans day, Saturdays. 
I would revive a call, when i pick up the line i get an automated message saying to call XXXX back asap. Ive tried talking to them but i get transferred around so many times. Ive been hung up on so many time, because people just get sick of trying to read through all the messages on my account. I'm lost don't know what to do, I'm just making my payments every month. i just finished making this months payment of XXXX XX/XX/XXXX. It states i have a late fee of over 600.00, i just make my regular payment. 
The last email i sent to them cleared all this up, i even received an email from lady named XXXX from Escalated Payment Disputes ( XXXX ) on XX/XX/XXXX saying it was all cleared up after i sent her on the XXXX of XXXX a message showing all payments from XX/XX/XXXX to XX/XX/XXXX. I did as requested by XXXX XXXX email. XX/XX/XXXX she responded. " Dear Valued Customer, thank you for contacting us. We have recieved your recent inquiry regarding your mortage account. Our records indicate the account is current the payments have been corrected. '' Month went by with no phone calls everything was great, then mid XXXX the calls started again. Stating the same problem, i still haven't missed a payment. 
I can no longer call them, i always get someone who doesn't want to deal with it. 
I get transferred then i start getting angry after waiting for so long every time i call. 
Having to explain everything from the start of what happened every time i call or get transferred for over a year now. After making the payment today i found this website at the bottom of XXXX. 
Thank you for your time

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation