Mortgage -- Trouble during payment process -- Complaint #8890325
Complaint Overview
Complaint ID: 8890325
Company: Gateway First Bank
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Payment process
State: Oklahoma
ZIP Code: 73013
Date Received: 2024-04-29T12:00:00-05:00
Date Sent to Company: 2024-04-29T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American, Servicemember
Consumer Narrative
This is a reoccurring problem with this company. My monthly mortgage payment is {$1100.00}. I wrote a check for {$3100.00} and submitted it with the payment stub supplied by the XXXX Mortgage company. The payment stub listed the regular payment of {$1100.00} AND " additional principal '' of {$2000.00}. They received this payment on XX/XX/XXXX for the XXXX XXXX payment. On their site I observed XXXX entries in reference to this transaction. They apparently applied my payment to the month of XXXX and XXXX. In the end, it was not only applied contrary to the payment stub but there is also {$100.00} missing. I can't tell what they did so I called their customer service line and spoke to " XXXX '' on XX/XX/XXXX at XXXX. XXXX tried to tell me they can't tell where I intended to payment to go so they applied it like that. I told him several times that I filled out their payment stub and sent it registered mail. He then laughed and said I don't think we have those. He said he would forward my complaint to " CASH '' and the call was terminated. On XX/XX/XXXX at XXXX I again called customer service because the error had not been corrected. I spoke to " XXXX '' and explained the entire problem again. She told me nothing had been done in reference to my call on XX/XX/XXXX. I had to explain the problem to her several times. She said she would forward my complaint to " CASH '' and would call me back. On XX/XX/XXXX I observed on the XXXX MORTGAGE website that the payment was still recorded the same with the same {$100.00} missing.
Frequently Asked Questions
What is Complaint #8890325 about?
Complaint #8890325 was filed against Gateway First Bank regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2024-04-29T12:00:00-05:00.
How did Gateway First Bank respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Gateway First Bank?
Yes, visit the Gateway First Bank company profile at readthecomplaint.com/company/gateway-first-bank to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.