Consumer complaint received 2020-08-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: ATLANTIC BAY MORTGAGE GROUP LLC
State: VA

Complaint narrative:
This letter is being filed as a formal complaint against Atlantic Bay Mortgage and XXXX XXXX XXXX for miss information that lead to additional charges to our account. 

On XX/XX/2020 I contacted Atlantic Bay XXXX XXXX XXXX at XXXX to obtain a payoff letter for final payment on our mortgage. The person told me it would take two to three days to get a letter. I told the person I wanted to pay off our mortgage by XX/XX/2020. She verbally gave me the payoff figure of {$140000.00}. I was also told to mail a Bank Check Payable to XXXX XXXX and to mail the check to : XXXX XXXX XXXX XXXX XXXX. 
XXXX XXXX, CA XXXX I told the person on XX/XX/2020 that I was going to go to our bank and get a bank check and mail it that day. The check, a letter with our contact information and copy of our mortgage statement from Atlantic Bay Bank was mailed on XX/XX/2020 by Certified Mail through the U. S. Post Office. Not once did the person state : if you are going to mail a bank check you should mail it to Atlantic Bay Mortgage. 

I did not hear back from XXXX XXXX or Atlantic Bay Mortgage but did verify the check was received by XXXX XXXX on XX/XX/2020. The receiving initials were XXXX  XXXX on the USPS receipt. On XX/XX/2020 we received a monthly statement for our XXXX mortgage in the mail. This caused concern as we had sent final payment previously. 
On XX/XX/2020 I called Atlantic Bay XXXX XXXX XXXX to make sure our mortgage was paid in full. I spoke to XXXX at Atlantic Bay XXXX XXXX XXXX and she stated the loan had not been paid off. I told her that we have proof that XXXX XXXX received our certified check by mail on XX/XX/2020. XXXX said, Why did you mail the check to XXXX XXXX? I stated thats where I was told to mail the bank check to on XX/XX/2020. She then stated thats where you would wire the money if you were sending with a wire transfer. On my initial conversation on XX/XX/2020 the person never mentioned anything of sending a check to Atlantic Bay Mortgage. I also told her I never received a payoff letter by email. She stated that the people doing the payoff letters saw that the payoff date was XX/XX/2020 and that date had passed so they didnt send it. I was never contacted by XXXX XXXX or Atlantic Bay or XXXX XXXX XXXX on any of this. This lack of communication caused us to have great concern because our contact information was sent in a letter with the check and our information was on the mortgage statement from Atlantic Bay, also in the package with the check. 

We immediately started to call XXXX XXXX to try to get our check back. 
Phone calls made to XXXX XXXX. These numbers I have spoken to XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and XXXX XXXX XX/XX/XXXX, XXXX, XXXX ; XX/XX/XXXX, XXXX XXXX XX/XX/XXXX, XXXX ; XX/XX/XXXX, XXXX ; XX/XX/XXXX, XXXX XXXX XX/XX/XXXX, XXXX ; XXXX XXXX XX/XX/XXXX, XXXX XXXX XX/XX/XXXX XXXX Spoke to XXXX XXXX in XXXX XXXX, Iowa XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX, XXXX, XXXX Left a message and called XXXX XXXX cell phone XXXX and left a message XXXX XX/XX/XXXX, XXXX XXXX calls made to Atlantic Bay XXXX XXXX XXXX : XXXX XX/XX/XXXX, XXXX ; XX/XX/XXXX XXXX XXXX ; XX/XX/XXXX XXXX, XXXX XXXX ; XX/XX/XXXX, XXXX ; XX/XX/XXXX, XXXX Phone calls made to Atlantic Bay Mortgage XXXX XX/XX/XXXX XXXX Spoke to XXXX XXXX XXXX. XXXX XXXX was able to contact XXXX XXXX and obtain the check XXXX XXXX had the check the whole time. The check was returned to us on XX/XX/2020. 

We expressed our frustration and lack of assistance with both XXXX XXXX and Atlantic Bay XXXX XXXX XXXX to XXXX XXXX. We also told her we should not be penalized for any additional charges due to all this started with miss information from their service center giving out the incorrect information as to where a final payment should go to. We were finally sent a Payoff letter on XX/XX/2020. On the statement the payoff figure was : {$140000.00} plus an additional {$60.00} ; an increase of {$470.00}. We said we felt we were not responsible for the additional funds due to their error and miss information. We said we were going to send a check for the figure provided on XX/XX/XXXX. XXXX XXXX said if we didnt pay the new figure our loan would still incur interest as it would not be considered paid in full. I asked her if she listened to the recorded statement of XX/XX/XXXX conversation with the initial contact and she said yes she had. Since the person gave me the routing number for a wire transfer and I said, ok ; she said she could not go back to that date. I told her did she listen to the entire conversation where I said I was going to get a bank check and reiterated that the check be mailed to XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, CA. XXXX admitted there was confusion on both our parts of the conversation. 
On XX/XX/2020 I called Consumer Financial Protection Bureau and they stated yes I have the right to request my recorded statements. I sent an email to XXXX XXXX XXXX   and Atlantic Bay Mortgage requesting a copy of the phone conversation from XX/XX/2020. To date I have not received the recorded phone calls or a transaction of the phone calls. 
On XX/XX/XXXX, XXXX I tried to login on our account for Atlantic Bay Mortgage XXXX XXXX XXXX. The account was disabled and we did not have any access to our account information. I called Atlantic Bay Mortgage and spoke to XXXX who transferred me to the IT Department. I spoke to XXXX. He said our login information had been wiped out wiped out and I had to recreate my login information. 

On XX/XX/2020 at XXXX called Atlantic bay Mortgage and spoke with XXXX. I asked her where do I send a complaint about the situation and poor customer service we received. She stated if I still have access, I can email it. I asked for the email address she stated if you still have access just go to their website. I went to their website to email our complaint and our access was disabled again. XXXX told me to send it to : Attention : Mortgage Resolution XXXX XXXX XXXX XXXX  XXXX, VA XXXX Due to multiple errors on the part of Atlantic Bay Mortgage and XXXX XXXX XXXX, we feel we should not be charged the additional {$470.00}. We want to be reimbursed for the interest accrued from XX/XX/XXXX to XX/XX/XXXX in the amount of {$470.00}. 

Attachments : Our original letter dated XX/XX/2020 Copy of our Monthly Mortgage Statement Copy of the bank check in the amount of {$140000.00} USPS tracking confirmation with signature of XXXX XXXX USPS tracking Delivered to Agent XX/XX/XXXX emails XXXX XXXX and XXXX XXXX Wire transfer information Payoff Statement Receipt Wire Transfer

Company response to consumer: Closed with explanation