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5809550
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2022-07-26
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Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
ATLANTIC BAY MORTGAGE GROUP LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2022-07-26
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-07-26
|
| Complaint What Happened |
My understanding is that my Private Mortgage Insurance is {$70.00} per year which is confirmed on my account when I login to my account ( I have included a copy of my account to confirm this lists as an annual amount ). I noticed this after a review of my escrow account due to a separate issue of an increase that needed to be corrected. I contacted the lender to advise and was told I could receive a complimentary escrow analysis on my account. After a review, I see that I have been being billed the annual amount monthly at $ XXXX. Based on this showing as an annual premium, it should only be {$5.00} per month. The representative again advised that they would be willing to provide a complimentary escrow analysis that would reflect the mortgage insurance and also the homeowners premium cost which was also incorrect. I was not told that this amount would be corrected and feel its been an overcharge based on what I see on my account. It is clearly listed as an " ANNUAL PREMIUM '' yet has been charged monthly for that amount. I would like to have this corrected as the servicer was not able to provide any insight or resolution other that a complimentary analysis of my escrow account.
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| Consumer Consent Provided |
Consent provided
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|
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4129757
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2021-02-10
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Trouble during payment process
|
Mortgage
|
|
| Tags |
Servicemember
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
ATLANTIC BAY MORTGAGE GROUP LLC
|
| Product |
Mortgage
|
| Sub Product |
VA mortgage
|
| Date Received |
2021-02-10
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2021-03-02
|
| Complaint What Happened |
We have a mortgage through ATLANTIC BAY Mortgage. Their loan servicer is XXXX XXXX.
We have had non stop issues with this mortgage company regarding them disbursing funds.
First, w erefinanced and they had a clerical issue that marked the loan paid in full and they sent back our mortgage payments for 3 months. They tried to blame us for the issues and then finally admitted fault.
As a lasting rwult of that same issue, they never updated the insurance and stopped paying on the policy and then forced an insurance policy on us saying we didn't have one.
They admitted fault on that as well staying they never updated the policy.
Now for a third time our insurance wa stopped due to Atlantic Bay / XXXX XXXX not disbursing to citizens.
They attempted to divert blame yet again blaming the insurance company. The insurance company has timestamps and records of the sent documentation.
This company has repeatedly had issues with their own loan officers stating they were happy that we sent emails regarding this because their servicerXX/XX/XXXX has been having a lot of issues.
I called " XXXX '' at atlantic Bay corporate and she was rude, demeaning and unapologetic and had no sense of urgency on the matter and deflected.
She said she wouldn't reimburse us for the new 4 point we needed and that the insurance increase would of happened at the renewal anyways when that renewal is still 6 months out.
This company needs to be investigated and held accountable for unethical business practices. As consumers, it is disheartening that even through a pandemic we did all of our payments and acted as we should yet this mortgage company is causing hardship for over 2 years on a variety of different issues caused by their own loan servicer. If they had accountability and just fixed it, I wouldn't be doing this report. But instead they took the problem and we're rude, degrading and trying to deflect responsibility. Please contact the XXXX XXXX XXXX for evidence of all timestamps and submissions
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| Consumer Consent Provided |
Consent provided
|
|
|
2670524
|
2017-09-11
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
ATLANTIC BAY MORTGAGE GROUP LLC
|
| Product |
Mortgage
|
| Sub Product |
VA mortgage
|
| Date Received |
2017-09-11
|
| Submitted Via |
Referral
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2017-09-18
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| Consumer Consent Provided |
N/A
|
|
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2093103
|
2016-09-01
|
Application, originator, mortgage broker
|
Mortgage
|
|
| Issue |
Application, originator, mortgage broker
|
| Timely |
Yes
|
| Company |
ATLANTIC BAY MORTGAGE GROUP LLC
|
| Product |
Mortgage
|
| Sub Product |
Other mortgage
|
| Date Received |
2016-09-01
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
No
|
| Date Sent To Company |
2016-09-14
|
| Complaint What Happened |
I keep getting soliciting texts on my personal cell phone from Tel : XXXX and they send me this video Link : XXXX
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| Consumer Consent Provided |
Consent provided
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|
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2066847
|
2016-08-16
|
Loan servicing, payments, escrow account
|
Mortgage
|
|
| Issue |
Loan servicing, payments, escrow account
|
| Timely |
Yes
|
| Company |
ATLANTIC BAY MORTGAGE GROUP LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional fixed mortgage
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| Date Received |
2016-08-16
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
No
|
| Date Sent To Company |
2016-08-18
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| Consumer Consent Provided |
Consent not provided
|
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2364877
|
2017-02-28
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Loan servicing, payments, escrow account
|
Mortgage
|
|
| Issue |
Loan servicing, payments, escrow account
|
| Timely |
Yes
|
| Company |
ATLANTIC BAY MORTGAGE GROUP LLC
|
| Product |
Mortgage
|
| Sub Product |
FHA mortgage
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| Date Received |
2017-02-28
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
No
|
| Date Sent To Company |
2017-03-02
|
| Consumer Consent Provided |
Consent not provided
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|
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2764707
|
2017-12-27
|
Closing on a mortgage
|
Mortgage
|
|
| Issue |
Closing on a mortgage
|
| Timely |
Yes
|
| Company |
ATLANTIC BAY MORTGAGE GROUP LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2017-12-27
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2017-12-27
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| Complaint What Happened |
In XX/XX/XXXX, my wife and I closed on our loan for our home. It was to be a conventional construction loan and per the closing disclosure we were not to have an escrow account. From XX/XX/XXXX, toXX/XX/XXXX, we did not receive notification of any changes to our loan until we received a XXXX package on the front doorstep notifying us that we owe over {$7000.00} to finalize the loan. We were not notified of this amount previously and the communication from the company was only the interest bills that we were aware of and paid. I began to dispute this with the company in XXXX, it was not until XX/XX/XXXX that we received another XXXX package on the doorstep in which they state we owe over {$8800.00}. According to our closing disclosure, they opted out of us having an escrow and are now attempting to force into one with a large sum of money due to them immediately. We are not the only family to deal with this as we have met others with the same issues with this company. They have recently told me that the loan was not a conventional loan, but a XXXX XXXX loan, which is not disclosed on the closing documents. We have been told numerous things for them to change later. This company has lacked communication and lacked the ability to follow their own documents and force the consumer into large amounts due without notice.
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| Consumer Consent Provided |
Consent provided
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3527919
|
2020-02-11
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
ATLANTIC BAY MORTGAGE GROUP LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2020-02-11
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2020-02-11
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| Company Public Response |
Company has responded to the consumer and the CFPB and chooses not to provide a public response
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| Consumer Consent Provided |
Consent not provided
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2557716
|
2017-06-23
|
Applying for a mortgage or refinancing an existing mortgage
|
Mortgage
|
|
| Issue |
Applying for a mortgage or refinancing an existing mortgage
|
| Timely |
Yes
|
| Company |
ATLANTIC BAY MORTGAGE GROUP LLC
|
| Product |
Mortgage
|
| Sub Product |
Other type of mortgage
|
| Date Received |
2017-06-23
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2017-07-07
|
| Complaint What Happened |
XX/XX/XXXX : Made contact with XXXX XXXX, Loan Officer in the XXXX, Florida Office, a referral from my friend and former colleague, XXXX XXXX ( NC ), a current Loan Officer with Atlantic Bay in the XXXX XXXX, NC office. I gave XXXX XXXX a TBD loan application and discussed government loan options to purchase an existing single family dwelling. Within a few days, I sent documents XXXX, tax returns, bank statements, etc. via email to XXXX XXXX. A Pre-Approval was sent to my Real Estate Agent from XXXX XXXX via email, outlining a preapproval for a FHA loan. Mandatory 3-day Disclosures were never emailed or mailed to me, which is a blatant violation of CFPB. As per HMDA, I was never asked my gender/ethnicity. XX/XX/XXXX After several email exchanges with XXXX XXXX, I decided to try and qualify for a Conventional Loan to avoid paying monthly FHA mortgage insurance. A credit re-score was done in order to qualify for a conventional loan. I received an email from XXXX XXXX that my credit score was updated and as a result of the credit re-score, I now qualified for a conventional loan. I requested that XXXX XXXX email my Real Estate Agent an updated preapproval that reflects conventional loan financing the email was never sent after several requests. XX/XX/XXXX I sent multiple emails inquiring about construction conventional loan programs as I could not find an existing home to buy. XXXX XXXX never responded to any email inquiries after 3 weeks. I requested that my friend and former colleague, XXXX XXXX ( NC ), follow up on my behalf since XXXX XXXX refused to respond XXXX XXXX contacted XXXX XXXX and discussed my construction loan options. It was relayed to XXXX XXXX that I qualify for a construction conventional loan but funds would not be available until XX/XX/XXXX.
Several weeks had passed and XX/XX/XXXX came so I sent another email to XXXX XXXX requesting that she submit my loan to underwriting for a conventional construction loan as I had procured a lot to purchase and a builder to build my home. I never received a response from XXXX XXXX so XXXX XXXX again intervened on my behalf. XXXX XXXX Sales Manager sent an email to XXXX XXXX, XXXX XXXX Sales Manager and I subsequently received an email from XXXX XXXX that she had been sick and was too busy to reply. XXXX XXXX sent via email an electronic disclosure package that had incorrect data on it. I was told to disregard the electronic disclosure package. I emailed several more times requesting a Loan Estimate and a disclosure package so I could review the costs of the loan I never received a Loan Estimate nor did I ever receive the mandatory 3-day disclosure document package ( which at this point, was not in compliance ). I continued to send emails to both XXXX XXXX and XXXX XXXX but received no communication from either of them until XX/XX/XXXX. XX/XX/XXXX XX/XX/XXXX I received an Adverse Action Letter citing Borrower Withdrawal/Cancellation. I never withdrew nor did I cancel. The explanation I received from XXXX XXXX via email on XX/XX/XXXX is that it is for the previous application that was entered incorrectly so they had to issue an Adverse Action letter to cancel out that loan ( Lender Case No XXXX ), dated XX/XX/XXXX. I was never told that an Adverse Action was forthcoming. XX/XX/XXXX I was informed via email that my loan was transferred to XXXX XXXX. A new loan application was done to change the Loan Officer name and a new disclosure package was emailed/mailed to me on XX/XX/XXXX. The disclosure package DID NOT include a Loan Estimate. The loan summary on the last page of the 1003 was incorrect, it did not reflect the land that was bought for $ XXXX and the {$9500.00} lot prep fee paid out of pocket. XXXX XXXX requested several updated documents from me and the requests were complied with immediately. The loan was sent to underwriting late XX/XX/XXXX and came back to remove 3 disputes on my credit report ( this shouldve been addressed in the very beginning of the loan process ). XX/XX/XXXX XX/XX/XXXX I was informed that 3 disputes on my credit report needed to be removed. This was completed the next day. I was not informed that the other 2 bureaus needed to be updated as well, until the following week. This was completed on XX/XX/XXXX. No other communication was sent to me until after 3 emails I sent to XXXX XXXX. I was given yet another excuse of not being in the office/vacation. The update to the credit report then took over a week to process, with no updates to me until I pushed the issue. I was also informed that my credit score is currently XXXX and that the loan could be pushed through to underwriting approval upon removal of the disputes. XX/XX/XXXX I received another Adverse Action Letter from Atlantic Bay. I sent XXXX XXXX an email asking about this Adverse Action Letter and I never received a response ( basically, my emails were again, ignored ). XX/XX/XXXX I received an email from XXXX XXXX indicating that she was waiting for the update to my credit report after I submitted the required documentation from XX/XX/XXXX ( it took 4 business days to give me an update and process an update to credit ). She never addressed the Adverse Action Letter that I received. XX/XX/XXXX After 4 months of being strung along, I was informed that the credit update was received and my credit score had plummeted from XXXX to XXXX with no changes to my credit profile other than what I was told to do by Atlantic Bay ( removed collection disputes ). An alarming lack of customer service : Communication with a customer is key in maintaining a positive relationship throughout the loan process. It was very clearly evident that every excuse in the book was made to me every time I asked for an update. Days and weeks would go by without any update at all. I sent multiple emails requesting an update and after 3, 4 or 5 emails, I was always told that someone was out of the office, on vacation, sick, at a golf outing, etc. Quite frankly, I do not care that someone is on vacation. If a Loan Officer or Processor is on vacation, there should always be a backup to address customer questions/issues. If there is NO update, then the customer should be told that there is NO update. Emails should never be ignored from a customer. I experienced this at the Loan Officer Level and the Sales Manager level. It is an unacceptable practice that you clearly need to address. I understand that Atlantic Bay has a reputation of having a fun environment and employees are always at various events. I ask you do you continue this at the expense of your customer service? If no one is ever around, then who is supposed to take care of your customers? A profound level of blatant CFPB violations : When a customer has to request a Loan Estimate and TRID documents well over a dozen times and it is still not sent, what does that say about your employees willingness to comply with financial regulations? I never even received an apology or excuse as to why I never received a Loan Estimate, all I got was more ignored emails and requests to send me an estimate of loan charges. HMDA data was never asked. I looked at the loan application that was sent to me via eSign and it was completed and incorrect. Is it safe to assume that your employees have no intention of capturing accurate HMDA data to ensure you are not redlining and discriminating against a minority group?
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| Consumer Consent Provided |
Consent provided
|
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