Consumer complaint received 2020-12-01 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Problem with a credit reporting company's investigation into an existing problem — Investigation took more than 30 days
Company: GATEWAY FIRST BANK
State: TX

Complaint narrative:
On XX/XX/2020, I received a letter in the mail from Gateway Mortgage, a division of Gateway First Bank, requesting that I contact them ; no further information was provided. Before this mailing, no other information was received from Gateway mortgage. 

On XX/XX/2020, I contacted Gateway mortgage and was forwarded to a mortgage loan counselor. On the call, the mortgage counselor informed me that Gateway Mortgage had not received my XXXX payment of {$150.00}, which I had submitted on XX/XX/XXXX. I explained to the mortgage counselor that I had made the payment using online bill pay through my bank, XXXX, and they showed that Gateway had not processed the payment. It was also noted that the phone number that Gateway Mortgage had on record was not my phone number. Since they had purchased my loan from another bank, it appeared they had not maintained accurate records. With the mortgage counselor still on the phone, we called the bank, XXXX, who did verify verbally to both the mortgage counselor and me that the payment had been sent to Gateway and that Gateway had not processed the payment. Gateway mortgage counselor stated they had not received the payment but that she would open an investigation and that someone would contact me within 48 hours ; during the call, I specifically provider the mortgage counselor my cell phone number to ensure they would contact me at the correct number. The mortgage counselor also stated that when they called me back within 48 hours, if Gateway had not located my payment, I could make the payment over the phone or pay my bill online through their web portal.

To expedite a resolution and prevent any potential payment issues, I immediately signed up through the Gateway Mortgage online to make the payment. At that time, I discovered that I could not make a payment, instead of receiving an error message stating that Due to your account status, you are not permitted to make online payments.

I waited for Gateway Mortgage to call me back but never received a call. On XX/XX/2020, I received a certified letter in the mail stating that I have breached the contract between myself and Gateway mortgage and that the amount of {$320.00} must be received no later than 30 days after XX/XX/2020 or that Gateway Mortgage would immediately accelerate the principal balance or pursue foreclosure proceedings. I immediately reached out to Gateway Mortgage through their online portals complaint department to rectify the situation. Simultaneously, I responded to Gateways letter that their information is invalid and requested they immediately retract the false credit reporting. That letter was sent as certified mail Tracking Number : XXXX and was delivered at XXXX XXXX  on XX/XX/2020, in XXXX, OK XXXX. 

I received a response on XX/XX/2020, from Gateways compliance team via email stating that they had received my communication submitted through their website. We're currently researching the information I provided. Gateway Mortgage further requested a copy of the check for their review. 

On XX/XX/XXXX, I retrieved a copy of the check from the bank, XXXX, and I submitted it to Gateways compliance team. On the same day, I received another letter in the mail requesting that I contact Gateway mortgage. I spoke with another mortgage counselor who told me that someone had tried to contact me on XX/XX/XXXX ; however, I had not received a call. She discovered that the phone number I provided to the first mortgage counselor on XX/XX/XXXX had not been updated in the system, and the wrong number was being called. The mortgage counselor attempted to reach someone from the compliance department to whom I had emailed a copy of the processed check per their request. However, she could not verify and stated that the compliance department would reach out once she had had a chance to verify my emailed check copy. 

On XX/XX/XXXX, I received notice from my bank, XXXX, that Gateway Mortgage had processed the payment for {$150.00} on XX/XX/XXXX. Neither my bank nor I had sent a replacement check or made any other payment arrangement. I emailed Gateways compliance department for a status update since I still had not received any feedback and received a message back stating that they were reviewing the documentation submitted and will have a determination soon. 

As of XX/XX/XXXX, I have not received any further information from Gateway Mortgage and still have no resolution regarding my dispute.

Company response to consumer: Closed with explanation