Paul Moerman - Gateway Mortgage S 2nd St, Fernandina Beach

"Customer service isn't my job, closing loans is!" If zero stars was an option, that is what Paul Moerman deserves. There was an utter lack of communication as I went through a 12 month build with New Atlantic where he was the "preferred lender" ($5k incentive). I had to follow up with him constantly to have anything accomplished. When the builder let me know a completion window 4-6 weeks away, I called Paul who stated that was great and we would get fully rolling on the loan process. A week later we got a 1 week window for completion from the builder. Again I called Paul and he stated no problem and that he would reach out to get it started soon. After a week I hadn't heard anything, so I reached out again. He stated it wasn't an issue, then started emailing for document requests then. With about two weeks to go, we got an exact date from the builder. I called him and he stated no problem we would be in underwriting that afternoon or the next day and I would hear from them if they needed anything from us and that it would take 24 to 48 hours. 4 days later and I hadn't heard anything so I reached out. He stated that it was going into underwriting then. Then he stated we would be "cutting it close" on the date for closing, but that somehow it had nothing to do with his delaying it four days. He stated I must have misunderstood what he said four days before. With 5 days to go from closing I reached out, left a message, and heard nothing back. I called again the next morning and got his voicemail again. His voicemail greeting stated to text him for a faster response. So I texted him "Paul where are you with the underwriters?". He immediately replied with we were not going to be closing on the date, that the builder hadn't told him the house would be done on that date, and that I was in "in line". I asked him to call me because the builder had told me that it would be complete. I immediately got another text of him stating that the closing will happen when the loan is ready and the house is complete. Again I asked him when he was available for a call. I got no response for over a half hour so I called him again. Again, no answer. Thirty minutes later he called me back, and proceeded to launch into a five straight minutes of YELLING over the phone at me that it was inappropriate for me to call him and then text him and that he was not my "personal servant" (despite that being his voicemail instructions to text him), that I was blaming him for my construction not being complete (no idea what that meant since by that point it was already done), and then belittled me for working in sales and stating: "My job is not customer service, it is closing loans. That is the only thing I care about." He blamed it all on the fact that New Atlantic hadn't updated his copy of the build schedule he had gotten three months before and so he worked towards that date and assumed I was wrong or not understanding what the builder was telling me. Apparently his being the "preferred lender" didn't mean he felt any need to get an update from them once I told him what the builder was telling me. In the end my closing was delayed a week, and even then he didn't send all the paperwork to the notary so we had to sit around at the actual closing. I am recommending to New Atlantic that he no longer be there preferred lender. I have never experienced such rudeness from somebody I was trying to give my money to. I have never and would never treat a customer that way. If it wasn't for the $5k incentive from New Atlantic, I would have delayed my closing and gone with someone else.

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