|
6644111
|
2023-03-03
|
Struggling to pay mortgage
|
Mortgage
|
|
| Issue |
Struggling to pay mortgage
|
| Timely |
Yes
|
| Company |
Dovenmuehle Mortgage, Inc.
|
| Product |
Mortgage
|
| Sub Product |
FHA mortgage
|
| Date Received |
2023-03-03
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2023-03-03
|
| Complaint What Happened |
On XX/XX/XXXX I called my mortgage company to discuss payment arrangement options. I spoke to a representative in the Loss Mitigation department and they told me they do not offer skip payments but can do a forbearance agreement. She told me that going through the process is super easy and that I had called well enough time to get through the process before the late fee would be assessed to my account on XX/XX/XXXX ( little did I know that was a lie ). She told me that we could skip different amounts of payments and then they would be tacked onto the back end of the loan for us to pay later. Meaning, we wouldn't have to come up with the money from the skipped payments at the end of the forbearance ( also a partial lie ). We decided on 3 months skipped payments and then started the process. She told me that she would mail the docs but that I could do everything online through the portal. So the very next morning, I got started on the portal. I submitted the application, hardship letter, HOA dues information, the 3rd party authorization form, and pay stubs. Everything they said they needed. I found out later that I was missing items. I sent those. I continued to send pay stubs, every time my husband and I got paid as requested. They continued to say they never got them. I called and the people who work the phones would tell me that they saw the documents " coming through '' but not what they were. I told them I named the documents and asked if they could see the name. They said they could and would read it back to me " Pay stub - XXXX - XXXX ''. Clearly, they knew what was coming through. Then I would wait a week and finally get a notification that I had not sent the missing items. I finally talked to someone on the phone who told me that the portal is not good and only half of the documents that go to that portal actually show up on their end and that I should email everything. So I did. I emailed everything. From the beginning. So that they would 100 % have it. Meanwhile, I had been tracking everything on the portal and there were stars next to each document/milestone that needed to be completed to be passed on for a " workout ''. This is where the loss mitigation rep would review everything to see if you even qualify. All of this and I didn't even get past the application! I was a paralegal for years and am very meticulous. I sent every single document they requested almost immediately upon receiving the request. If I could not, they never waited longer than 12 hours for me to submit what was " missing ''. Okay, so back to the stars. These stars would be empty and fill in with gold half way and the fully based on whether or not you had completed that document/milestone. At one point, all stars were filled in. There is a star for the application, the HOA documents, pay stubs, etc. All of these stars were filled in for me except for the pay stubs which remained at half full because " we have to build the story of your income before your application can be passed on to the rep for a workout ''. Then, on XX/XX/XXXX I see that they have uploaded a document to the portal saying " Package Denial ''. I had been submitting documents immediately and calling them twice per week as they requested I do to check in and out of the blue it says denial. So I called. The lady assured me that my file was still open and they needed pay stubs. So I sent the dang pay stubs. AGAIN. After XXXX I followed up. All of the information in the portal was gone. There was nothing there for me to see. I could no longer see the documents I submitted. The place for me to follow along with the stars for progress now was blank and said " let 's get started '' on a button for me to click to get started from the beginning with my assistance application. I went round and round with them about the portal and my access and finally got it back. Only at that time, I was informed that the application was coming close to being out of date ( signatures only last 3 months ) and I would have to resubmit. They kept assuring me that I just needed to send pay stubs. In the meantime, I have called them and called them and called them to see what is needed. I spoke to one person that said they have everything they need. One hour later I called again and spoke to someone who said that they need HOA documents again. An hour later I called back and spoke to someone who said they needed something else. This day I decided I was going to call every hour on the hour until someone let me speak to a supervisor. No one would ever talk to me and told me that I wouldn't be able to get any answers from a supervisor. My point in wanting to talk to someone was so that I could understand what they actually need because the portal is inaccurate and unreliable, the people I'm talking with are unreliable, and I just NEED HELP so I don't lose my HOME. No one would ever call me and still haven't to this day. It is now XX/XX/XXXX and I started the " quick " process on XX/XX/XXXX. Not long after all of this calling, I got an update that I needed to start over. They need a new application. They need a new hardship letter. They need new everything. NEW EVERYTHING. What the actual heck???? This entire system is made and designed for people to give up. Absolutely, 100 % give up. I have never had more trouble actually getting assistance from anyone in my life. The sad part is, they have won. I can not continue to put myself through this with them. So they win. They may also win my house and keep some XXXX people in business and in their jobs because I truly can not put up with these people. This company is absolutely absurd and something needs to be done. There is no way that JUST the application process should take longer than 4 months. It's just honestly not even believable.
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| Consumer Consent Provided |
Consent provided
|
|
|
4785059
|
2021-10-06
|
Applying for a mortgage or refinancing an existing mortgage
|
Mortgage
|
|
| Issue |
Applying for a mortgage or refinancing an existing mortgage
|
| Timely |
Yes
|
| Company |
Dovenmuehle Mortgage, Inc.
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2021-10-06
|
| Submitted Via |
Phone
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2021-10-06
|
| Consumer Consent Provided |
N/A
|
|
|
5039268
|
2021-12-23
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
No
|
| Company |
Dovenmuehle Mortgage, Inc.
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2021-12-23
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2021-12-23
|
| Complaint What Happened |
Hello, -- In late XX/XX/XXXX, I was reviewing my online mortgage account due to an issue with them not paying my homeowners insurance and I noticed a problem with my taxes as well. I contacted the bank and they were unable to resolve the issue with the homeowners insurance so I ended up paying that separately from the escrow account. To date, the tax issue is still outstanding.
-- Regarding the taxes, Dovenmuehle, the servicer of my mortgage, overpaid the city of XXXX XXXX, KYXXXX XXXX XXXX is the city in which my home is located within XXXX XXXX XXXX KY. Taxes owed to XXXX XXXX are in the amount of {$630.00}. Taxes owed to XXXX XXXX amount to {$5500.00}. These were both paid from the escrow account as required. However, Dovenmuehle sent an addition {$5500.00} payment to the City of XXXX XXXX, which XXXX XXXX is not owed. When I contacted them in XXXX, they stated that they would contact the city of XXXX XXXX and I would not have to take any further action.
-- On XX/XX/XXXX, I received an escrow analysis from my mortgage company. My escrow account withholding is set to increase from {$710.00} to {$1100.00} per month beginning on XX/XX/XXXX. Upon review of the escrow analysis, I identified that the error where Dovenmuehle had overpaid the city of XXXX XXXX was not resolved and is the cause of the substantial increase. Within a day or two or reviewing the escrow analysis, I contacted Dovenmuehle to alert them of the error once again. At that point, they stated that they would order a new escrow analysis to keep my payment from increasing and they would notify me in four days, which is how long they said it would take for another analysis would be completed. The escrow analysis request was declined and never completed.
-- I allowed ample time for them to get this resolved and called a third time on XX/XX/XXXX. During this conversation, they agreed that they had overpaid XXXX XXXX and had a ticket open. I asked for a ticket number and they declined to provide it, saying that it was an internal number and would not help. They stated that they had not received payment from XXXX XXXX yet, which they said was required for them to credit my account. Since they made the mistake, it's not my problem whether or not they get their money back from the city.
-- On XX/XX/XXXX, I called XXXX XXXX, KY XXXX XXXX and verified that the payment had been returned 4 weeks prior. With this information, I called Dovenmuehle once again since I now have a full picture of the situation. Dovenmuehle has declined to carry the balance of their error and is requiring me to cover until Dovenmuehle and XXXX XXXX work out their issue. This was an error on the part of Dovenmuehle and I should not be required to cover their {$5500.00} mistake. This is a problem between them and XXXX XXXX, two third parties. They are operating in bad faith by forcing me to pay for their mistake. If the money is never returned or if Dovenmuehle refuses to acknowledge its return, I have no power to protect myself.
-- If the bank writes a XXXX XXXX dollar check in error, am I required to cover that as well? I'm not the one who made a mistake here. Dovenmuehle should be responsible for their own errors and I would greatly appreciate your assistance in this matter.
To recap : 1- My county taxes were {$5500.00} -- > covered from escrow account 2- My city taxes were {$630.00} -- > covered from escrow account 3- Dovenmuehle sends an additional {$5500.00} to the city for no reason -- XXXX creating a shortage in my escrow account.
-- So Dovenmuehle is trying to require me to cover a " shortage '' in my escrow account that Dovenmuehle created in error and through no fault of my own.
-- Thank you, -- XXXX XXXX -- XXXX -- Mortgage Company : -- Dovenmuehle -- XXXX XXXX XXXX, XXXX XXXX -- XXXX XXXX, IL XXXX -- XXXX XXXX XXXX KY. XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) -- XXXX XXXX, KYXXXX XXXX
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| Consumer Consent Provided |
Consent provided
|
|
|
5218224
|
2022-02-14
|
Trouble during payment process
|
Mortgage
|
|
| Tags |
Older American, Servicemember
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Dovenmuehle Mortgage, Inc.
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2022-02-14
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-02-14
|
| Complaint What Happened |
Closed on my home on XXXX XX/XX/2021 and paid at closing all the property taxes for the next year since they were due in XXXX. Then in XXXX received a notice from the county that the taxes had not been paid. Called the mortgage servicing company Dovenmuehle the servicer for XXXX Mortgage and they had not made any attempt to pay the taxes and appeared unconcerned that they were delinquent. I have had multiple conversations with them concerning this and can not get any of their representatives to take action to pay my taxes. I have talked to 3 supervisors and 4 different customer service reps and each time I have to give them the entire story over again and none of them take any action. They also tell me that it is going to be another 2 weeks each time and nothing has happened. At the last calling they supposedly turned it over to an expeditor, but the person will not give us any status except it has been sent to another office. I contacted the county, and they are now assessing delinquency fees and will start foreclosure in XXXX if not paid. Dovenmuehle has been unresponsive and appears to keep bad records of customer contacts. The clear message to me has been they are not really concerned that my credit rating may suffer by their incompetence, lots of fees are building, and my house could go to foreclosure.
|
| Consumer Consent Provided |
Consent provided
|
|
|
2850916
|
2018-03-21
|
Trouble during payment process
|
Mortgage
|
|
| Tags |
Older American, Servicemember
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Dovenmuehle Mortgage, Inc.
|
| Product |
Mortgage
|
| Sub Product |
VA mortgage
|
| Date Received |
2018-03-21
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2018-03-21
|
| Consumer Consent Provided |
Consent not provided
|
|
|
5181044
|
2022-02-03
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Dovenmuehle Mortgage, Inc.
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2022-02-03
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-02-03
|
| Consumer Consent Provided |
Consent not provided
|
|
|
4012665
|
2020-12-15
|
Trouble during payment process
|
Mortgage
|
|
| Issue |
Trouble during payment process
|
| Timely |
Yes
|
| Company |
Dovenmuehle Mortgage, Inc.
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2020-12-15
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2020-12-15
|
| Complaint What Happened |
I am trying to refinance my mortgage and the mortgage company will not provide a loan payoff statement. I have requested one 4 times. Each time it has been cancelled and nothing was provided. When I call I get placed on hold and nothing happens.
|
| Consumer Consent Provided |
Consent provided
|
|
