Consumer complaint received 2021-12-17
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: ATLANTIC BAY MORTGAGE GROUP LLC (AE)

I have a property that I refinanced with Atlantic Bay Mortgage Group on XX/XX/XXXX. The mortgage was transferred to XXXX several months later, but Atlantic Bay still acts as the servicer in some capacity. 

In XX/XX/XXXX, I began moving from XXXX to XXXX for my work as a XXXX XXXX XXXX. I recall that this coincided with the transfer of this loan over to XXXX  and the account numbers changing. There was an payment issue with for the XXXX because I was not able to make payments over the phone to Atlantic Bay Mortgage company to the previous account number. I was also not able to make payments online to XXXX, since I didnt have an account, or the new account number for the mortgage. I had to wait until my new account numbers reached me via mail. As a XXXX  employee on a military base in XXXX, my mail was being fowarded from my previous address to my new XXXX address and subject to normal overseas shipping delays. Eeventually in early XXXX, I received the new account number and was able to setup an account on XXXX XXXX XXXX and setup auto-pay and continue making regular payments. 

On XX/XX/XXXX, the XXXX payment was reversed due lack of fund in account and a late charge was assessed. 

On XX/XX/XXXX, I called XXXX at XXXX. Over the phone, I changed the banking account used for payments from XXXX to XXXX and made the payment over the phone. I requested that the late change be waived and it was. I specifically read both the XXXX  routing and account number over the phone and it was repeated back to me. I made a payment in full over the phone. 

On XX/XX/XXXX, I called XXXX again due to accounts showing past due on credit report. After checking my account online, I could see that the payment made on the XXXX was reversed on XXXX XX/XX/XXXX and a late fee was assessed on XXXX XX/XX/XXXX. The XXXX representative stated that the banking account routing was incorrect and that XXXX banking account routing number was still on the payment account and had not been updated. I was told this could be corrected over the phone. I again provided both the XXXX routing and account number over the phone and it was repeated back to me. I made the payment in full again over the phone and the account information was validated a second time over the phone for the payment. I requested the second late fee to be waved as well and it was. I am also not able to make any changes to payment accounts on the website since the account is marked as deliquent, but I can see that the XXXX account is selected as the payment account and both the routing number and account number are correct. I was told that the account information was updated for the auto pay account as well. 

On XX/XX/XXXX. I again noticed that the account is showing 90 days past due on credit report. I checked the XXXX  website and see that all payments show as being reversed. I went into XXXX and scheduled a payment to XXXX  using the bill pay feature of the bank account. I made the check payable to ATLANTIC BAY MORTGAGE GROUP, LLC XXXX XXXX XXXX XXXX, PA XXXX On XX/XX/XXXX, XXXX Check Number : XXXX Status : Payment has been processed and sent to ATLANTIC BAY MORTGAGE GROUP, LLC. Confirmation number : XXXX Amount {$4800.00} XX/XX/XXXX, Funds are still in my XXXX  account and have not been applied to mortgage balance by XXXX. I called XXXX again once again the XXXX representative stated that the banking account routing was incorrect and needed to be updated. Again I specifically read both the XXXX routing and account number over the phone and it was repeated back to me. I was told that they would change the routing number on the auto-pay account. I was told that they could update the number on the payment account if I made a payment today. I called XXXX and verified the mailing address of the check which was accurate. 


XX/XX/XXXX, I Logged into XXXX ( XXXX XXXX XXXX/ ) account to check payment status from the XXXX  Check. XXXX  payment history is still not showing that the payment was accepted/reviewed. I am also not able to make any payment online since the account is marked as deliquent, and a Late fee was assessed on XX/XX/XXXX. Called XXXX  again XXXX. Asked to speak with someone on a accounts resolution team. I was told to contact Atlantic Bay Mortgage about the check instead of XXXX. 

I tried to make another payment in full for amount XXXX from my emergency fund, a completely seperate checking account with a different bank. Even after the service representative took my account information over the phone, she stated that when she back to the previous page to verify the account information, it had defaulted back to the original account information that was previously there. That was the XXXX account and incorrect routing number. 

She contacted a supervisor to have them attempt to remove the payment account. I was disconnected from the phone call and called back in. I did complete the payment again over the phone using an entirely new checking account, but am still unsure if the payment was successfully made. Confirmation Number - XXXX. I requested that the late payment be waived, the representative stated that there had already been two late payments waived so she would put in an escalation ticket for that request.