Consumer complaint received 2023-12-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: ATLANTIC BAY MORTGAGE GROUP LLC
State: DE

Complaint narrative:
On XX/XX/XXXX, I paid my monthly mortgage online ( payment of {$3900.00} was made to Atlantic Bay Mortgage on the " XXXX '' website ). The XX/XX/XXXX payment went through properly. Three days later, on XX/XX/XXXX, WITHOUT MY ACTION OR AUTHORIZATION, Atlantic Bay Mortgage took a SECOND payment in the same amount as the monthly mortgage payment ( {$3900.00} ). That caused my checking account to in nonsufficient funds status ( by nearly {$3800.00} ). I called Atlantic Bay Mortgage on XX/XX/XXXX, upon discoving the mortgage company 's error. I had to hold for 30 minutes before speaking with a person. That person XXXX XXXX XXXX said she could not do anything to help me. She said that I have to submit a refund request but that she could not take a refund request from me at this time. XXXX said I have to call back. She said this was because she does not have access to their system. I stated that the system was operational because their system took a double payment that has caused me significant financial hardship, AT A TIME WHEN I NEED ACCESS TO MY CHECKING ACCOUNT FUNDS FOR OTHER FINANCIAL OBLIGATIONS.

Atlantic Bay Mortgage has also made errors with my escrow account. On XX/XX/XXXXXXXX Atlantic Bay Mortgage generated the annual Escrow Account Disclosure Statement. I received this approximately on XX/XX/XXXX. The Annual Escrow Account Disclosure Statement indicated that my escrow account was {$210.00} below where it should be and that I could send in a lump sum payment so my monthly mortgage payments would not be changed. I immediately sent in this payment, and it was posted to my Truist checking account on XXXX NOTWITHSTANDING MY ACTIONS IN PAYING THE LUMP SUM ESCROW SHORTAGE OF {$210.00}, Atlantic Bay Mortgage increased my monthly mortgage payment from {$3900.00} XXXX XXXX XXXX XXXX XXXX  ) to {$3900.00}. I DID NOT WANT MY MONTHLY MORTGAGE PAYMENT TO CHANGE and that is why I immediately paid the lump sum shortage amount, which was promptly posted to my checking account. I tried multiple days prior to XX/XX/XXXX payment due date to get them to correct the issue. Their phones were not allowing mortgage customers to reach any person. My calls on multiple days were disconnected. I would be put on hold, then the call would simply be disconnected by Atlantic Bay Mortgage. These calls to Atlantic Bay Mortgage, to correct the Escrow Lump Sum Payment error ( their failure to correctly apply the escrow payment so that my monthly payments did not change ) occurred on the following dates/times ( per my cell phone call data records ) : Friday, XXXX XXXX XXXX XXXX. ( three minutes on hold, then call disconnected ) ; Thursday, XXXX XXXX XXXX XXXX. ( XXXX minutes on hold, then call disconnected ) ; ThursdayXXXX XXXX XXXX XXXX XXXX ( four minutes on hold, then call disconnected ) ; Thursday, XX/XX/XXXX ( one minute on hold, then call disconnected ). This is a total of 4 calls to try to correct their error on the mortgage amount due to Atlantic Bay Mortgage 's failure to properly apply my lump sum escrow payment to avoid increasing my monthly mortgage payment. I WANT CFPB TO INVESTIGATE THESE ERRORS BY ATLANTIC BAY MORTGAGE. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and am familiar with the regulatory oversight role that CFPB has for mortgage companies. The errors of Atlantic Bay Mortgage, especially the double payment, is causing me substantial financial hardship. XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX, Federal Deposit Insurance Corporation ) ; TXXXX XXXXXXXX.

Company response to consumer: Closed with explanation