Business ProfileforGateway First Bank

Last year, I reached out to Gateway Mortgage, a division of Gateway First Bank, to update them on our homestead exemption status due to VA disability and a change in our homeowners' insurance. This was to prevent them from mistakenly paying USAA and Progressive for our policy. However, in January 2024, Gateway Mortgage sent out nearly $10,000 in overpayment for property taxes and insurance. We're completely exempt from property taxes, so they shouldn't have sent anything for taxes. I've both written and verbally informed them of our exemptions and insurance change.In April 2024, Gateway Mortgage raised my mortgage payment by almost $500 per month due to an escrow shortage they caused. They advised me to contact the county for a tax refund, which I did. They refunded approximately $2,500, but a significant portion is still missing. Now my monthly mortgage payment is much higher than it should be. Instead of the correct $2,085.73, it was $2,816.99 in April and $2,524.93 in May.For a company claiming to be a mortgage specialist, their negligence and inability to perform basic calculations are deeply concerning. I urge someone to thoroughly review the messages I've exchanged with them and rectify the situation. If an escrow analysis is necessary due to their overpayment, they should also be following up on the refund status with the relevant entities. Waiting another year for them to rectify their mistakes is unacceptable.I intend to seek legal counsel, but I wanted to bring this matter to the attention of the Better Business Bureau. The repeated negligence suggests possible discrimination based on our disability status. This level of disregard for our financial well-being cannot continue unchecked.