Gateway was founded in 2000 and has grown to become one of the largest privately held mortgage companies in the country. Although much of Gateway’s success can be traced to key milestones and the team members who made them happen, it all comes back to maintaining our sights on a core set of values and purpose. We call this Our Vision.
Gateway’s Core Purpose is to originate and service home loans. We do this in lockstep with our Passion to Strengthen Families. Not just the 100,000+ customers who use our mortgage services each year, but also the families of our dedicated team members, our industry partners, and the other citizens of the countless communities we serve around the country. Gateway Team Members believe that one of our great responsibilities is not only to empower the American Dream of home ownership, but also to make a positive impact on our communities and the people who need help. We invite you to read more about how Gateway Gives Back.
Finally, when you choose Gateway, you can expect to find a company that has a tradition of success but stays true to its roots. Although we have been recognized multiple times by independent third parties for our growth and culture, you can count on a local, caring mortgage professional who is committed to you, your family, your home—and your community.
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My contract was sold to Gateway and when I started my payments they were a little over $100 cheaper. I called and asked why my payments were cheaper. They told me that they were giving me a better deal. I called and asked again why the difference and I got the same story. At the beginning of year two I was told I had not been paying enough so they were having to make my mortgage payment larger. I was a single mother on a very fixed income. I struggled with making the payments but made them. Fast forward to 2016 I ended up unemployed and tried like hell to get them to work with me on making a hardship package. They denied me every time. I was finally able to get a job but not before filing bankruptcy to keep my home.
I have paid over $26,000 to bankruptcy court. Other than attorney fees the money goes to Gateway yet I am magically still behind. My bankruptcy payment started out at around $1000. It is now at $1500 EVERY month because they keep adding fees to my case. I am now facing dismissal of bankruptcy because I CANNOT afford $1500 payments every month. I have been trying for two months now to do another hardship package and somehow they never get my emails until I email them multiple times then they ask why I emailed them so much.
They would not tell me what documentation I needed to send because it was considered coaching. I am once again having to send more documentation. I am so done with this crappy company. I'm to the point of letting my home go just to get out from under them. DO NOT DO BUSINESS WITH THEM, THEY ALWAYS FIND A WAY TO SCREW YOU OVER with fees or changes with your mortgage payment amounts. This has been pure hell!!
After my mortgage was transferred to Gateway, they changed the terms of my contract so that they use any extra money I pay on my principal to earn interest for the company while denying me the right to pay my mortgage down faster! I would have thought that was illegal, but apparently not. Stitt is running for governor...
Our issues started when we were supplying the original documents Gateway needed. We would email them documents and they said they never got them and would have to send them 3-4 times. Once the loan was established and we started making payments the 1st 3-4 went through ok, then we had to stop a check through the bank because it went to the wrong P.O. Box that they gave me.
Then we started getting charged for insufficient funds charges and returned check charges and got the bank involved because the funds were available and only 1 payment had been stopped and it was immediately re-issued to Gateway. I am still trying to get those charges dropped. When calling in it to talk to someone you're always on hold or they drop your call when it gets time to talk with a manager who can do something. Gateway MORTGAGE is the WORST Company we've ever dealt with.
I have been trying to get my home reappraised to take the PMI off of my loan. Pretty simple right? After multiple calls and conversations I was quoted $325 & $425 for the reappraisal fee, either fee is fine just get it correct. Second I called to start the reappraisal process and the representative then says "ok I'm ready for the account and routing number when you are." I ask "do you not accept and credit or debit card for the payment fee?" "No sir we do not." "Can I go online and pay the fee?" "Let me check."
After about 10 minutes of waiting "you can make the payment online through your online portal with a debit card, however when you make that payment you need to be on the phone with a representative so that we can submit a ticket and ensure the payment is credited for the right item." WHAT A JOKE!! I told the rep at that time "they don't make it easy do they?" He agreed. PMI is a joke to begin with and I'm trying to get rid of it as my home will appraise for well over the required amount needed to remove it. My complaint is really the fact that of all the calls prior to understand what is required no one ever said you can only pay the appraisal fee with an account and routing number over the phone or a debit card online with a rep on the phone. WHAT A JOKE!!! If you have the option do not do business with this company. They have been nothing but a headache from day one!!!
Addition principal not posted to mortgage balance. They posted it unapplied. Having to phone Gateway custom care every other months and monthly about check not posted. I wish they would sell my loan. I sick and tired of Gateway. I pay auto draft on mortgage monthly. No problem there. Problem when I mailed check addition amount to mortgage balance. I wouldn't recommend if you can help it. My loan was sold to them. I had no choice. 10 Sep 2018 $560.56 Unapplied Amount. 09 Sep 2018 $560.56 Payment.
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I would never recommend assuming an existing loan. It took 4 months and Ron ** was assigned the account and would not return emails and had a full voicemail and would not answer phone calls so we were stuck wondering how it was progressing. I was told sent to underwriters a month before I was. Now it finally closed and got email I still owe debt and late charge because they have not completed paperwork to change name on loan. Never ever use Gateway for assumption process.
This company cost me $800! And no house. When you go to get pre-approved for a mortgage, you generally get something that says you are good for this much funding to buy. So you then go looking. We never got anything from Gateway other than a verbal good for around 80k. So on that we (I and my Realtor) went looking. All the while sending documents and other information as requested to Gateway so they can process loan paperwork... "Yes; you are good to go Mr **..." Got that a lot of times. We found a house. Put earnest money on it and paid to have it inspected. We're set to target closing date. Get calls back from Gateway saying that they could not get our application through Underwriting. This was supposed to be done already. Liars, Deceptive practices. I would recommend NOT doing business with these people and find someone who does not have this history. Apparently they do this a lot.
Worst experience I've ever had, I pay my mortgage to only have them to tell me they didn't receive it. When I send them proof they say they will investigate it and then tell me I'm behind so I started a year ago sending payment with certified check and certified mail. Been paying over $5000 a month to "get caught up" because they still can't find my payments that I showed bank statement proof. I finally get "caught up" and now they started sending my payments back and telling me I'm behind, well I guess so if you don't accept my payment then I guess I would be never had an experience so difficult to make payments on.
I've never experienced a company that makes it so difficult to give them money, and when you can get logged in you'll be charged a service fee to make your payment. I think these folks are a bunch a crooks. I didn't choose this lender as my original lender sold my mortgage to them. I'm hoping Gateway sells this note or I sell my house to get away from them.
These people have totally wrecked what was working perfectly fine. Now it is impossible to log in without contacting the unhelpful representatives. So labor intensive just to pay a stupid bill. So mismanaged! And this guy wants to be governor? Right.
I have tried unsuccessfully for three days to log onto the Gateway system. I keep getting an error message that just says "try again" with no clue of what is incorrect. I finally called customer service today and after waiting on hold for 10 minutes while one recorded message interrupted another almost constantly spoke with a customer service representative. She said the system had been changed on March 20 and I needed to register again. I did that and got the same message. I shortened and weakened the password I wanted to use because the Gateway system does not allow any special character. I tried four times while I was on the phone with the woman.
I asked if there was someone I could talk to for technical support. The answer was "no". Gateway claims to "win customers for life". I regret the day I took out my mortgage with them 3 years ago -- the example today is just one more in a string -- a long string -- of examples of the reality that all Gateway cares about is Gateway and their customer service does not serve the customer. If it did not mean thousands of dollars in closing costs I would change mortgage lenders in a heartbeat. If you have not signed up with them yet my advise is to RUN as fast as you can to some other lender.
I have asked them and asked them to stop bothering me... Random phone calls to "check in". They even felt it necessary to send me a birth announcement when the local manager had a kid. They arbitrarily raised my escrow only to adjust it back and the whole loan process was a real pain. You will be much better served by ANYONE else.
This is not a reputable company. Check the reviews. They said they could do a deal and couldn't. I would strongly recommend against doing any business with them. I sure wouldn't vote for their CEO of for the next Oklahoma governor.
I bought a home for me, my new wife, and son to move into after our marriage. We used Gateway because our realtor referred us to them. Hindsight being 20/20 we should have shopped around. It would have saved us money, or put us in a much nicer home. Gateway pressured us into closing so that we wouldn't shop around and discover that we could have gotten a lower rate. We bought the home 6 months ago, and for a monthly payment at the top side of our budget. We just received the statement for our taxes and discovered that our house payment is going up $350 a month! Taxes are going up $150 and escrow is going up $200. Their miscalculations may very well put me and my family out of our home.
We have to decide whether we are going to allow our house payment to go up to $1400 a month, which we cannot afford, or we can use the money we have been saving to send our son to a private school to pay off the escrow in full and still have our monthly payment go up $150 a month. Refinancing is not an option because we don't have the $4000 required for closing costs. Mind you, this isn't a nice home. It is in a bad part of town, and is over 70 years old. If we could have afforded a $1400 a month house payment, we certainly would have got a house in a much nicer part of town. We are extremely dissatisfied with Gateway and would discourage anyone from doing business with them.
My wife and I used Gateway Mortgage for our home loan at the recommendation of our realtor. The Gateway team worked fast and hard for the majority of the process, but made a critical mistake at the end of the process that was very costly to our family. From the earliest moments in the home buying process, Gateway Mortgage set our closing date for Friday, August 11th, which was reflected on all documentation sent by and to Gateway Mortgage Company. On August 9, my realtor called me to inform me that the closing date had been postponed, and that we would not be closing for another 4 days. According to the contract and terms, this was an acceptable move by Gateway Mortgage and they were well within their legal right to do this. While this move was personally annoying, it was not illegal.
However, at the closing, Gateway Mortgage representative Chris ** informed us that his mortgage group had known about the need to move the closing date as early as August 4th. Further, my wife received a voicemail from Gateway Mortgage representative Josh ** on August 8th saying that we were "looking good" to close on schedule. Obviously, this seems like a curious thing to say when the mortgage company was well aware that the closing was being shifted to the following week. By waiting until August 9th - just 36 hours before I was set to move across the country - to inform me that the closing date had been moved, the following financial consequences occurred:1) My wife and I had no place to live between August 11th and the new closing date of August 15th, as tenants had been lined up to move into our house on August 11th. As a result, my wife and I had to stay at an AirBNB for 4 nights. We incurred a cost of $581.82 for this.
2) Our moving truck was scheduled to be picked up on August 9th. By the time I found out our closing date had been moved, it was too late to cancel the truck. If I had been told about the closing date being moved when Gateway Mortgage had been made aware, then I could have postponed the rental. Instead of the 3-day rental as planned, I needed the truck for 7 days. The cost of this was $517.22.
3) One of our movers had to cancel a longstanding flight and re-schedule a new flight. Instead of a one-way advance ticket of $80.60, he had to pay a round-trip ticket costing $674.40. The difference between these two tickets is $593.80. The kicker to all of this was when we were asked by Mr. ** at our closing, "do you feel everything went smoothly?" I remember asking him, "are you serious?" And he seemed shocked that I would say my experience with Gateway was a negative one. Gateway Mortgage cost us $1692.84 all because they did not pick up the phone on Friday, August 4th to inform us that our closing date had been moved. Instead, they waited 5 full days to inform me that the closing date had to be moved. They left my wife and I essentially homeless: All of our belongings stuffed into a truck and living at an AirBnB.
Gateway never seemed to even appreciate the unnecessary anxiety they put on me and my family. I contacted Gateway's customer service team asking for partial reimbursement of the financial losses their miscommunication caused, and they refused to even consider giving us a cent because it was against "Gateway policy" because they were not directly responsible for the closing date being moved.
I would never recommend Gateway to anyone. It is true that they were not directly responsible for moving the closing date, but they were directly responsible for failing to inform me that the date had been moved when they became aware of it, and they were directly responsible for calling us literally 3 days before the original closing date and telling us that we were ready to close on time, even though they knew full well that the date had been moved already. At the time of our house hunting, they had the best rates, but those rates are meaningless now that they cost us nearly $1700 and tons of stress.
Gateway approved us 2 different times for loans and they were kicked out in underwriting after we paid $10,000 in earnest money fees, appraisals, and surveys. Our situation was unique and hard to work with due to a recent career change. Gateway was overconfident that they could deliver. The reasons for our denial were understandable due to the career change but it was basic information that we had provided and discussed various times over the course of 5 months. It could have and should have been avoided. Our file should not have made it past the first phone call. It does not take underwriting to figure that out. They got greedy and tried pushing not one but two loans through and gave us advice that led to a loss of $10000. We are seasoned home buyers and our only reason for using Gateway was because we were referred to them.
After I submitted our first formal complaint to address the situation, I lost access to the secure email server that I had corresponded with Gateway on. I asked for access to the emails multiple times and their first response was "IT failure." The next response was that Gateway concluded their investigation and would not allow me access to the emails because it was confidential to their server. I asked for email access to verify the accuracy in facts regarding my complaint and their response. They finally sent me a check for $425 to make up for the $10k loss. That was pretty much a slap in the face. We never expected a full refund but did expect Gateway to act in their customers’ best interest.
On a personal note, both loan officers were extremely arrogant and rude. One of them worked harder and was significantly nicer and more professional than the other. Both our realtor and contractor refused to work with the loan officers due to their degrading language, lack of response, and unprofessionalism. We had lunch with one of the loan officers one day that was extremely disrespectful to the waitress. He also felt the need to talk badly about his wife to me during phone calls on a consistent basis. If I could give zero stars, I would. We have worked with multiple lenders in the past and never had a single issue. I am blown away that they can sleep at night after our experience.
I applied for a Mortgage with Gateway Mortgage in May of 2017. I did exactly what they asked me to do...bring in paperwork, pay down credit cards and pay other bills off. The appraisal was done in September. Clarke at Gateway Mortgage calls me on October 24, 2017 and says that our car notes are too high and I needed to refinance my car. I told him I financed it at 4% when I bought the car last year. So I called State Farm and tried to refinance my vehicle. They approved it at the same interest rate. Clarke at Gateway Mortgage has not returned my calls. He’s very unprofessional and this company is a broke joke. They have wasted six months of our time!!! Don’t go to Gateway Mortgage...you will waste your time!!!
Applied for a HardShip 3 times to get monthly payments lower - Me and my husband was lied to and asked to provide all kind of silly information. Were lied to by Shannon ** and Laurel **. Then was told, "Oh yes your file is looking good." But every week they kept coming back saying we need more information until we just got tired of the song and dance.
My husband and I purchased our first home recently. We work on the road but Tennessee is our "home". Our realtor suggested using Gateway so we decided to switch mortgage companies. Luke ** said he could have a faster turnaround with better rates. After a month of having all our information everyone was ready to move forward to closing. We scheduled time off for the closing. I asked Luke if he needed anything else for closing, he replied no. That following week we found out Luke never received a VOE from one of our companies we worked for, and it pushed our closing to a different week derailing all plans. We never heard from Luke after that. We did not know that when we closed, they expected to do a wire transfer. Our bank did not have a branch in Tennessee. We had to drive 3 and a half hours into Kentucky to complete our end of the closing, then drive back. We had just drove 641 miles to Tennessee from PA.
This could have been avoided if we had a heads up before. We could have started the wire before driving down and finished everything over the phone! We are so thrilled with our home, but Luke was unorganized and unprofessional. He took so much joy out of this experience, such a disappointment. If we could have, I would have went with someone different!
A couple of days ago I got a letter from Gateway saying that my insurance on the property I have mortgaged with them was expired and that they would take action to force me to use their internal mortgage insurance plan unless I did something immediately. I called my non-Gateway homeowner's insurance company and found that the insurance had expired on September 12 and that the new policy became in force on September 13. I asked how much insurance the policy provided and what the annual premium was. They provided the information. I next went to the Gateway letter and found that they wanted to provide me with $60,000 less insurance and charge me $600 per year more than my current carrier. What a deal! NOT.
I have had my Gateway mortgage for a little over 2 years and hated it almost from the first day. Their tag-line when you call in is "We win customers for life". The only way they will have me as a customer for life is if I suddenly drop dead! If the closing costs for switching to another mortgage company would not wipe out everything I have paid to Gateway I would switch in a heartbeat. Caveat emptor - Gateway sucks.
Gateway is trying to tell me how and when to make my payments; it's now policy that it's FREE to pay online when recurring payment is set-up, but now if you want to pay from your checking account when you want, you have to pay a service charge. I didn't get a chance to choose Gateway Mortgage Group because the loan was sold. I don't want them to make any more money off of me if they are going to treat us like **. Maybe it is time to refinance the loan just to get rid of them? Seriously squeezing money out of us as much they can, as if the hundreds of thousands of dollars in interest isn't enough. We have to pay, to pay.
Their telemarketers argue with you over the phone and ask if I've signed papers with another refinance customer. I was called last week and last month, I was called multiple times asked to be removed politely from their calling list and that I'm already done refinancing my home. 3 times today 9/8/17 I've been called and talked to a supervisor who hung up on me.
After I told him I'm fairly certain it's against the law to continually call someone after they've verbally told you to be removed from their list multiple times, he told me their system takes 24 to 48 hours to be removed. Then why have I continually been harassed since last month, last week and 3 times today?!?! I'm getting close to the point of litigation, taking time out of my day to tell them to stop calling me, this is getting ridiculous, use someone else to refinance your home, these people do not care what you tell them, even the supervisor was rude. I am in the sales business and when someone tells you to stop calling them you stop calling them as simple as that.
Was a horrible experience trying to get a loan in the first place. Now all of a sudden over two years later they want to charge a fee for me to make my house payment by automated phone service. I have been doing this for at least a year and no fee until just this month. So, I went online to see about making a payment and agreeing to the terms says there is a fee to pay online too!! I could not find what the fee was going to be so I did not do that either. That's bad business! Never have paid a fee for any internet payments with any other companies. Snail mail is the choice now, Charging a fee to make an on-time house payment. Awful. Cannot recommend this company.
It is absolutely poor conducting of business. No ethics at all. We were supposed to be close on 23rd June, got extended to 29th June and then to July 10th. Finally on July 12th, we get a confirmation that the loan is declined. I lost All my earnest money and the cost for inspection and the appraisal. Nothing was delivered to us on time. This location of Office is in Frisco. Al ** and his manager Michael **, wouldn't respond to our calls (Sellers, Buyers, Agents) on the day we were supposed to close. It is very stressful situation. I wouldn't want anyone to go through this ordeal. Finally we lost the house that we wanted, and also lost the earnest money in the process. My friends and family already are aware not to do business with this company. I would advise if you want to close a house and not lose everything in the process, don't go with them. Any follow up would take a minimum of 10 calls for them to respond to us.
Do NOT use this company no matter what you do. We spoke with Shayne ** and he made us and our realtor multiple promises about getting me approved. Sent her the paperwork and everything and then when it came down to closing all he told us and the realtor was LIES!! Then when I called him out on it he says and I quote "I have been very patient with y'all but it's just not going to work out between us." REALLY cause the whole time you lied and made promises you couldn't keep!!! So not professional. Save yourself, time and heartache!! Think he got mad cause we had to contact him on a Saturday. It's ok, I will take my money elsewhere!!
Do not make the mistake that my husband and I made to go with Eric and Gabriel (Gabe) at Gateway Mortgage Group in Maitland, FL to be your loan originators. To begin, let me say that Gabriel is Eric’s assistant and does absolutely everything for Eric. I only spoke with Eric once during this process. He emailed me about my credit situation. I never heard a response from him after that so we dealt with Gabriel during our pre-approval process. My husband and I submitted our loan application on February 27th. A lot happened shortly after that with Gabriel saying that he could not pre-approve us due to my lack of credit and credit lines.
We went back and forth with Gabriel from February 27th until April 28th with having them look into all other possibilities (like having someone co-sign on the loan). During this time, Gabriel went back and forth with telling us that he was 100% confident that he could pre-approve us and then the next day saying that unfortunately, he could not pre-approve us. This entire process took an extremely long due time due to Eric and Gabriel’s lackadaisical attitude towards doing their job in a timely manner. Every time that I reached out to Gabriel via phone call or email, it would take him at least 8 days to respond to me. He would always say “I will call you tomorrow” or “I will email you back tomorrow with an update”, and he would never do that. He would give some excuse as to why it took him so long to respond about half the time but we know that it boils down to that he just does not have a passion and drive to help his clients like he should.
Finally, on May 4th, Gabriel called me and said that we were officially pre-approved. He said that we could begin to look at houses and that he would send the pre-qualification letter to us and our realtor. My husband and I immediately began to seriously consider some houses and we had our realtor set up some showings for us. We fell in love with a few houses and put an offer in on some houses. Gabriel told me that we would need to meet with Eric to discuss the difference between a FHA and conventional mortgage. Out of nowhere, Gabriel emailed me on May 12th and said that there was a problem with an unknown loan on my husband’s credit report. I immediately responded to his email about both situations – the meeting with Eric and the unknown loan. He never responded to my emails and phone calls about both situations until May 30th.
Most recently, we put an offer in on a house May 27th. We were over the moon excited because it fit all of our criteria. Our realtor even worked while he was on vacation to get the offer paperwork ready and submit the offer for us. Shortly after this, our realtor started asking us about our pre-qualification letter and if we had it. I told him that we did not have it as Eric and Gabriel did not send it to us yet. I immediately started calling and emailing Gabriel to have him send us the pre-qualification letter. Gabriel emailed me back on May 30th and said that he would have the pre-qualification letter to us that day. Spoiler Alert: Gabriel never sent us the pre-qualification letter. Period. I tried to remain hopeful but I knew that the seller’s realtor was not going to wait around for our pre-qualification letter. I knew that they would accept another offer from a buyer who had all of their paperwork together.
After repeatedly emailing and calling Gabriel to leave desperate messages for him, the house finally sold on May 31st – and it was not to us. My worst fear, of having it sold to someone else due to our lack of completed paperwork – became true. This is the event that finally helped me to make the decision to wave my white flag and start looking for another mortgage company. I am now looking for a mortgage company that will be there for me at all times and who will be prompt in getting things done.
Throughout the entire process from February 27th to May 31st, I had to continually remind Gabriel to do his job. I am writing this on June 1st and I still do not have the pre-qualification letter from him. I had to threaten him that we were going to switch to a different company to get him to respond to me. I had to beg him and plead with him to continue working on our paperwork. Whenever I would talk with him over the phone, he would always joke around with me and use curse words. He does not have a professional attitude or outlook towards his job. Please do not waste your time, energy, and mental health on these two men – Eric and Gabriel. It is just not worth it.
Working with them for refinance for 3 weeks. They asked for all documents, they keep saying everything go as plan. They ask for appraisal, HOA pay in full. I did all they ask and 5 days before closing they sent me letter say I am not approved??? And my credit score is 800, high income and they say they can not approved? Call them twice, did not answer or call back, sound familiar? Do not use them or you will regret with stressful situation.
Gateway Mortgage in Hammond, Louisiana office of Pat ** has put the whole act of sale for three families in the worse situation I have ever seen, when trying to close on a home by closing date. We going on our 3rd extension because she is deliberately acting like a 3 year old. She will not return emails or phone calls from the customer, real estate agent, and closing company for the other two families. After getting annoyed with the people involved, because she would not answer the phone to give simple updates on the status, she got mad and said, "I'll send the paper when I'm ready"! That attitude is costing everyone involved a lot of money that could have been avoided, hence her deliberate attitude!! In a case like this, with this being able to close the deal, the lender should have their fees deducted and any cost that the homeowners are accumulating from her deliberate behavior, deducted from her personal profits off the deal.
I have never had such a bad experience with a mortgage company ever. After being APPROVED by their underwriting department, Gateway Mortgage calling our insurance office and advising them to add Gateway to our homeowner's policy and having us paying for an appraisal order by them. We were told that they could not fund the loan (not going into details) BUT it should have been caught by their underwriting department. The Mansfield, Ohio location refuses to refund the appraisal fee and we now have to wait 4 month. This company has NO clue how to advise customers in the refinancing department or assist in anyway!!!
Me and my wife are first time home buyers and contacted Gateway Mortgage on the advice of our real estate. We worked with Raegan ** and she held our hands through the entire process. Any questions we asked were answered and she went above and beyond to help. Would recommend Raegan and Gateway to anyone in the home buying process.
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- Gateway Mortgage