Consumer complaint received 2025-07-01 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: GATEWAY FIRST BANK
State: TX

Complaint narrative:
I am filing this complaint to report a pattern of mortgage servicing misconduct by Gateway Mortgage that has materially impacted my ability to retain my home. Despite multiple good-faith efforts to resolve my delinquency through available programs, Gateway has failed to process my applications properly, denied me without valid justification, and repeatedly contradicted its own communications.

Most notably, Gateway : Approved a streamlined loan modification in XX/XX/XXXXXXXX  with a stated monthly payment of {$2400.00}, but failed to execute the agreement. I never declined the offer, and they never provided formal notice of cancellation. 
Later issued a contradictory denial letter in XX/XX/XXXX, citing investor restrictions and front-end DTI, without explanation for the reversal. 
During the active window for VA 's XXXX program, I submitted an application which I understood to be a fast-track process. On XX/XX/XXXX, I had a phone consultation with Gateway regarding XXXX, after which they sent an email establishing a confirmation process. On XX/XX/XXXX, I submitted a complete XXXX application with 5 attachments. Gateway acknowledged receipt and promised processing within 2-5 business days. However, Gateway then went completely silent for the entire month of XXXX, providing no communication about the application despite their written promise. On XX/XX/XXXX, unaware that XXXX had terminated XX/XX/XXXX, I resubmitted materials. Gateway responded promising to " send you an invite to the portal to submit your application '' - continuing delay tactics even after the federal program had ended. They never sent the promised invite. This pattern of delay tactics directly caused me to lose access to the only viable federal relief program available. 
In XX/XX/XXXX, offered a 12-month repayment plan requiring $ XXXX 85 % of my net incomedespite having previously approved a mod at a much lower income level. 
When I formally appealed the repayment plan offer in writing on XX/XX/XXXX, Gateway failed to issue a written appeal determination as required by 12 CFR 1024.41 ( h ). Instead, I was told to " submit a new application, '' which directly conflicts with Regulation X appeal protocols under 12 CFR 1024.41 ( h ). 
On XX/XX/XXXX, I contacted Gateway Customer Solutions seeking clarification on their XX/XX/XXXX response. The initial representative was dismissive and claimed " everything needed was in the XX/XX/XXXX email, '' despite that email failing to provide proper appeal review. Only after escalating to a supervisor and walking through the complete timeline did the supervisor acknowledge the situation and suggest requesting a Loss Mitigation Manager. This demonstrates Gateway 's continued pattern of deflection and avoidance of proper procedures. 
This is part of a larger pattern extending back to XXXX, including mishandled forbearance exit communications, unclear instructions, and contradictory direction from Gateway staff.

Company response to consumer: Closed with explanation