Consumer complaint received 2021-09-20
Company: ATLANTIC BAY MORTGAGE GROUP LLC
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I had a Cat 3 water leak in my home back on XX/XX/2021. This damage was more than I would expect as anything the water touched had to go. When my insurance adjuster came out and quoted the reconstruction cost to be I was over {$30000.00}. Little did I know that I was going to have to have my MORTGAGE ( Atlantic Bay Mortgage ) company endorse the check that my own insurance company sends me due to it being over a certain amount. This process begins a saga of frustration, delayed work, and the glaringly OBVIOUS changes that need to be made when handling checks such as this. 

I received a check from my insurance company totaling OVER {$30000.00} on XX/XX/2021. Prior to receiving this check ( XX/XX/2021 ), I called Atlantic Bay Mortgage ( XXXX ) to have them set me up with an OVERNIGHT label so that way I could track my check, and it would be to them within a healthy amount of time. The first person I spoke to was extremely helpful. She got me set up with a XXXX  label ( so I thought ) and it would be in my " insurance claim check '' inbox. I also was informed that they normally send checks back through " regular mail. '' I was extremely surprised that anyone would send an ENDORSED check via regular mail with no tracking. So, I requested that my check would be XXXX  OVERNIGHT BACK TO ME. I was assured that this would happen because the request was noted in my file and also selected for such an option. 

Later that evening, I checked my insurance claim check portal and found no overnight label. Confused, I called them back. The next person I spoke to informed me that there was no way to do what the previous person told me ( place an overnight label in my portal ), and they were going to have to physically overnight me an overnight label ( wow ..... ) I concluded that I just wanted this VERY HIGH AMOUNT check to get to them safely, so I waited. The overnight label finally made it to me mid-day ( XX/XX/2021 ). I mailed my insurance check to them as soon as I received the label. The system shows it [ the check ] was received on XX/XX/2021. Once I received an alert that this was received I called them to ensure that was the case. I was informed it was received and that everything was still set to be overnighted back to me. 

Early morning XX/XX/2021 I received a notification that my check was mailed out. Confused that I did not receive a tracking number from XXXX  or anyone for that matter, I called them immediately to see if they had the tracking number on hand. After navigating the automated system, I finally reached someone that informed me that the check " has already been mailed out via regular mail. '' I thought she was mistaken as the need for this check to be overnighted should have been well documented not to mention the amount on the check as well was nothing to scoff at. After being reassured that it indeed was mailed out in regular mail, I was completely blown away. I asked that she double-check and for sure, in the system, it shows it was mailed out as so. I am BLOWN AWAY. 

I called RELIGIOUSLY and did EVERYTHING within my power to make sure this check would get to me in a safe and timely manner. I ask that she transfer me to someone that could better assist me -- she did. I then spoke to a " resolution support '' personnel and they said the only other thing I could do is call my insurance company and request them to stop payment and send a new check. With my insurance company and a check that amount, it is NOT that easy. So now, I am having to wait 3-5 business days for a check that MY MORTAGE company is requiring endorsement, then I have to deposit my check into my bank account, and due to the amount, I am having to wait 7-10 business days for clearance. This has now pushed my home repairs potentially ANOTHER THREE WEEKS all because the company that is requiring an endorsement decided to disregard EVERYTHING I told them to do with a check with MY NAME ON IT and go with their PRIMATITVE mailing direction.

In what world is it okay to be putting a check OVER {$30000.00} in REGULAR mail with NO TRACKING?!?!?!?!?! Due to this my house still has no flooring and we are having to wait even longer to get the materials we need to be able to fix things. Due to COVID-19, everything is back-ordered/low supply and I NEED to get these funds deposited ASAP due to lead times. My mortgage company has created a HUGE issue with my financials, and I am spitting venom angry at the moment. If the roles were reversed I can guarantee Atlantic Bay would be ALL OVER ME. However, because they are a larger company and I am just one person, they feel they can do whatever they want. Their current check processes are archaic, unsafe, and should be REQUIRED to change.

Company response to consumer: Closed with explanation