Consumer complaint received 2021-02-08
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: ATLANTIC BAY MORTGAGE GROUP LLC (VA)

On XX/XX/XXXX my husband and I reached out to Mr. XXXX XXXX Senior Mortgage Banker of Atlantic Bay Mortgage Co. ) in regard to a Supplemental Tax Bill we received from the City of XXXX asking if Atlantic Bay was to take care of this tax for us ( to repay through our mortgage payment via escrow ) or if we should prepare to pay this out of pocket by the due date ( in XXXX XXXX. We sent him the copy of the actual Supplemental Tax bill as indicated in the attached email logs. Mr. XXXX responded " I have forwarded this to our Servicing Department, as yes we are supposed to be the ones to pay this for you. I will reach back out tomorrow though if that is not the case, or if there is anything that you have to do on your end. '' Mr. XXXX responded back on XX/XX/XXXX ( after we contacted him first for follow up ) stating the following : " I did check, and our company has paid this for you. The next due date will be in XXXX. Let us know if you get the bill again too ok. Thanks. '' We also received receipts of payment from Mr. XXXX. 

In XX/XX/XXXX, due to fluctuation in work availability/hours due to the COVID-19 pandemic, my husband and I are applied for a debt consolidation to assist with an affordable monthly payment for all of our other bills because of these unprecedented times. To our horror and dismay, a data search revealed that we had an outstanding Supplemental Tax bill despite Mr. XXXX stating that he reached out to the Servicing Dept. and that the bill had been covered. We received an email from Ms. XXXX XXXX XXXX Senior Servicing Coordinator ) and I called her directly on XX/XX/XXXX. She explained that Supplemental Taxes are the responsibility of the homeowner. I immediately emailed Mr. XXXX as I was very disappointed with him given his inaccurate responses to our requests from the summer when we inquired and sent him the actual Supplemental Tax bill for reference. I expressed how we trusted him for years ( as he assisted me with my first home purchase and contacted me each year after closing to see if I wanted to upgrade to a larger home ) and how I felt that we should have been put in touch with Servicing sooner. I was even further upset by his response to my emails as his tone was extremely dismissive and insensitive. After addressing him about his inaccuracy he stated the following his email responses to me : " ... this part of the loan is totally out of my control, as I am just the person on the front end setting up customers for their loan '' and " I tried to do that, but you kept insisting on contacting me. '' This was truly disappointing as Mr. XXXX was insistent on contacting me as it pertained to a commission for him personally, but now that he provided false information and we wanted to clear things up he was dismissive and rude. 

Because of these transactions with Mr. XXXX, I reported him to upper management due to his mishandling of our situation and because of his lack of concern. I also wanted to have our loan serviced through another company that we could trust. His behavior was completely contrary to the company 's motto of " lending peace of mind ''. My husband and I are disappointed and angry that we could have had a lien against our home because of his ( documented ) misinformation and lack of proper follow-up. We were confident that Atlantic Bay Mortgage and our XXXX XXXX XXXX would rectify this matter and it was our hope that they would do the right thing. We have never missed a payment and were loyal customers. We had referred several people to Atlantic Bay in the past. We did not want to sever our relationship with the company and hope to hear back soon. 

On XX/XX/XXXX I reached out to Ms. XXXX XXXX ( Program Manager in the XXXX XXXX ) and provided her with all of the supporting documentation. She expressed concern and was apologetic for what we had experienced. I called my husband on 3-way so that we could both speak with her and she assured us that they would handle the situation and file my complaint. She mentioned that she would get back with us within 48-hours. After not hearing back from her, I emailed her on XX/XX/XXXX and let her know that my trust issues were flaring back up in regard to the company. She replied and stated that their tax department would be sending a check to cover the supplemental tax and that my complaint was sent up to upper management. She stated in the email that she would let us know when the check had been officially sent. She added that she is monitoring our account every day and asked the tax dept. to send proof of payment for us. On XX/XX/XXXX Ms. XXXX emailed us to say that the City 's tax dept. responded with the total amount due and that she would be sending us proof of payment. She also stated that she would call us. We did not hear back from her. Today is XX/XX/XXXX and we have yet to hear from Ms. XXXX, XXXX XXXX or anyone at Atlantic Bay about our issue.