Business ProfileforGateway First Bank

On approximately 11/25/22 I attempted to make my monthly mortgage payment by phone using Gateway Mortgage's automated system. I waited more than a week for the transaction to process but, called on 12/06/2022 or 12/7/22 to inquire on if there was any issue with the transaction. The customer service agent stated she had no record of payment being made in 11/22. The only advice she gave was to call my bank.Then on 12/09/2022 I went to make the payment again and discovered they had added several new steps in order to complete a payment made via telephone on the automated system. Information on the addition of new steps needed was not announced on the automated system although I did speak to an agent shortly after making the payment and he stated several updates had been made to the automated payment system.Although I understand payment on my mortgage is ultimately my responsibly, I still feel Gateway Mortgage has a responsibility to it's customer to alert us of changes to their system that can make it more complicated to make a payment. I acted in good faith by making the payment the way I had always done in the past and even followed up on the payment with no initial information given to me that the process had changed. Thank you, ******* ***** # XXXXXXXXXX