Consumer complaint received 2025-06-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Atlantic Union Bankshares, Inc.
State: MD

Complaint narrative:
I recently purchased a new home with the main loan bankers being called Sandy Spring bank. The bank quickly sold my loan to a new company called XXXX XXXX. but before doing so, I had to make the first payment of the Mortgage to Sandy Spring bank. I made a payment of {$13000.00} dollars, which is {$3000.00} dollars of worth of monthly mortgage ( including interest ) plus {$10000.00} worth of principal payment. 

This payment was made in XX/XX/year>, and I have a check to prove it. 

As of today, that {$10000.00} has yet to be applied to my new loan. I have checked XXXX XXXX and even called them, but they have not received {$10000.00} from Sandy Spring bank yet. There is a payment of {$10000.00} that I did later, but that was from my own bank account that is completely separate from the first interaction, just so we don't get those two confused. 

I went to the local branch around XX/XX/XXXX to talk to one of the customer service agents and they said that they were unaware of this error and have apologized for it and said they will try to fix this right away. At first, I believed them because they said they were going to contact the loan department to try to handle this case, however, I have been checking back every day to see if the principal has been applied to my loan and nothing has occured. 

I have called and went back to this bank multiple times and they said that this money was sent by check mail to XXXX XXXX, but I called XXXX and they still have not received any checks through mail. 

I then called XXXX XXXX Bank directly today on XX/XX/year>. They said that they sent a refund check back to me on XX/XX/XXXX, but as of today, I still have not received anything. This is confusing because XXXX person said they sent me a refund, and another person said they sent the money to the new Mortgage company. They said that they will open a new case today, and the loan department of the online service is different from the loan department of the local branch, so they did not know any information about the previous case, but they did name drop " Is this about the {$10000.00} '' during the phone call so they must have known something. 

At this point I have no idea what is going on. They said that they just called the loan department again to try to open my case and have answers within many business days, but at this point I am tired of waiting. 

I have a check to prove that I gave the check of XXXX to XXXX XXXX, bank account statements saying that the check is cashed as well as other bank account statements with the second {$10000.00} to prove that XXXX is very fast in updating the principal amount of the mortgage. I also have a receive of a transaction history receipt from the local branch to prove that they only deducted the main amount but not the extra principal, as well as my XXXX XXXX loan number if you need more information. 

As you can see from the image below, in the first line, the interest + principal + escrow only adds up to {$3000.00}, despite the amount being {$13000.00} so there is {$10000.00} worth of principal missing from my account.

Company response to consumer: Closed with monetary relief