Consumer complaint received 2020-09-03
Company: GATEWAY FIRST BANK
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
On XX/XX/XXXX around XXXX XXXX  while speaking with XXXX XXXX about the status and different loan estimate sheets, why the numbers were increasing when deductions/credits for surveys, and title loan was not showing applied and I needed an explanation. While in conversation, he first asked me about the dividend solar account, on my credit report ( is was current in payments ), and I state i had solar panels on my home, he then stated " you probably have a lien on your home by the solar company because once you sign with them they sometimes go and file a lien on your property if you default on a payment. I explained they have no reason to do that, because I have my payment auto drafted so that should not occur. I asked, isn't that the job of the title company to check and see if there is a lien? and why would you be telling me that? His response was " I just don't want you to wake up one morning only able to eat peanut butter and jelly sandwiches, thinking to yourself, what have you done. '' My response was, did you really just say that to me? He laughs, then says, I want to make sure you are comfortable in making the right decision. I told him " I didn't appreciate him speaking to me that way and it was offensive and unprofessional. '' I also stated that if I thought I couldn't afford it, I wouldn't put myself in this situation. I have never been late on my payment, and paid extra on my mortgage anyway, so the increase is manageable. I also stated that I felt this was just another way that people try to keep you from obtaining your dreams and goals, and I was not going to accept it and not to give up or be discouraged, despite all the negative is he speaking. I was explaining that my homeowner 's insurance company sent me a letter of cancellation because I had solar panels ( which I purchased in XXXX ), now the increase of my insurance has doubled. I didn't understand that because I thought solar panels are to help the consumer save money and energy, but I'm being penalized for it. Because I have to have homeowner 's insurance, unfortunately the cost has doubled. I then asked, shouldn't you be trying to help me not discourage me? I also asked if I was still going to be able to have the automatic draft of the XXXX and XXXX of the month for my mortgage. He replied " no, they weren't doing that anymore ''. ( I was told on XX/XX/XXXX that I should have been grandfather in for this service by Virginia a customer service representative for Gateway I asked if you were trying to help me, shouldn't you be trying to refer me to an insurance company that could possibly give me a lower rate and accept the solar panels? I asked him to please get back with me once the title company has checked for a lien and any information about an insurance company with lower premiums so I can move forward. 
In regards to XXXX XXXX XXXX XXXX XXXX XXXX, I had spoken to XXXX XXXX prior in regards to the title insurance and if I was to receive any discount or waiver because I'm refinancing and with the same mortgage company and residing at the same location? XXXX XXXX stated that I needed to speak with the title company. He sent me the information for XXXX XXXX and I contacted him the same day, XX/XX/XXXX by phone and explained that XXXX XXXX referred me to contact him about waiving title insurance fee or some type of discount. XXXX XXXX response was " you can only receive a discount if you are refinancing with the same mortgage company ''. I replied, I was still with Gateway and was refinancing with them as well. He then replied, " you will receive the discount at closing. '' On XX/XX/XXXX was my closing day in which I meet with XXXX XXXX who stated she was filling in. While signing the paperwork, I asked about the credit I was told I would be receiving, her response was " she knew nothing about it '', and if I was to receive a discount the mortgage company probably rolled it into my mortgage '' I sent an email a few days later asking for a response to show where the credit was given, I never received an answer to show where I could see the discount if applied in my mortgage. 

I was outwordly discriminated against verbally, treated unfairly, disrespected as a XXXX women. For the tone, and freely expression of making such comments is totally unacceptable. I felt like I was trying be discouraged by XXXX XXXX to refinance my mortgage, but ONLY because of MY determination and tenacity to push forward and not give into the tactics, I was able to succeed with my refinancing.

Company response to consumer: Closed with explanation