Consumer complaint received 2021-01-01 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — 
Company: GATEWAY FIRST BANK
State: TX

Complaint narrative:
My husband and I started our home buying and construction loan process with XXXX XXXX in XXXX of 2018. We had never gone through a construction loan before so we had let XXXX know this. We had issues with XXXX not being honest with us about interest rates and really did not hear back from him until it was time to close, after closing we had some issues and was directed to the wrong person by XXXX, the contractor taking 2 draws from Gateway Mortgage and cash from my husband and I had given him, XXXX also told us that a contractor had never stolen money from a customer or a mortgage company before and then we never heard from him again. We recently settled with the contractor 's insurance company and started repairing the little things that were left to be done as the contractor had completely demolished the inside of our house and then never did any work so he had to be fired. XXXX XXXX, who included XXXX XXXX in this email as well had contacted me back in XXXX before we settled with the contractor 's insurance asking for us to complete the repairs needed in the house as they needed to close our construction file and remove the lien on our property. So as we finished what was required, I sent XXXX XXXX an email back asking what I needed to do to have the lien removed, she replied back asking for the information of my loan officer and the title company in which XXXX XXXX was included in again, I sent all the information needed along with a copy of the lien. I never heard back from XXXX XXXX again and never heard from XXXX XXXX at all in this matter and I contacted XXXXXX/XX/XXXX manager but never heard from him either. I contacted XXXX XXXX as she was the only person throughout these 2 years of dealing with Gateway and being a PAYING customer of Gateway that had consistently responded to my emails. I called XXXX XXXX 's office and spoke with his receptionist, left a message for him to call but never got a return call. I wrote this email to XXXX stating that I was going to contact XXXX and XXXX 's superiors to let them know that these employees do not care for customers and did not respond. I then got a response back from XXXX stating that she had been searching for the lien in XXXX county but could not find it and that it probably did not exist. I then responded back and stated that I sent all of that information to her and that the lien was in XXXX County in which was in the previous email that I sent. I thought that Gateway would have all of this same information that I provided as they are the mortgage company that we have our home loan with. I do not believe that Gateway cares about their customers, XXXX XXXX obviously got our business and then never have any communication going forward. These 2 years with Gateway has been a terrible experience as I feel the only employee that they have that was honest and returned communication was XXXX XXXX. I would never recommend XXXX XXXX or Gateway to anyone.

Company response to consumer: Closed with explanation