Dovenmuehle Mortgage, Inc

2018-05-09

Colo Spgs, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I canceled my auto pay option for my Dovenmuehle mortgage on XX/XX/18. Then i manually paid my mortgage on XX/XX/18. On XX/XX/18 the auto-pay tried to take the money out of my account anyway and the payment was declined. XXXX gave me a XXXX dollar return fee even though I had paid my mortgage on time. When i called in to have the fee waived i was told that even though i made my mortgage payment on time that they would not consider waiving the fee unless i submitted a written letter to their review department. I feel like assigning an undisclosed fee to a customer without giving them ample opportunity to avoid the fee is deceptive and designed to profit off the customer without their consent.
Company Response: Closed with explanation

Timely Response

2018-05-08

Hampton, VA

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: XXXX XXXX XXXX took money from me to be a moderator. His name was XXXX XXXX. He never did nothing I lost out on modification now am facing foreclosure because money I gave him was to make a trial payment.
Company Response: Closed with explanation

Timely Response

2018-05-08

Sarasota, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Our experience, like many other Dovenmuehle consumers who are widely complaining about the company on internet review sites, started with Dovenmuehle purchasing our mortgage. We did not choose to do business with this company, but were forced into a business relationship with them. They immediately got our monthly payment amount wrong in the first month of purchasing the mortgage XX/XX/XXXX. It required a dozen phone calls to get the corrected payment amount recorded on our statements. Due to their error of sending the wrong initial payment amount, our first couple of payments were not being applied to the mortgage, but sitting in an escrow hold. When we identified the problem of the billing amount being wrong, they corrected the problem but still charged us a late fee for our payment made in the incorrect amount, even though it was made on time. This late fee was ultimately removed after several phone calls. Fast forward over a year later to XX/XX/XXXX, we made our monthly payment via our bank 's bill pay, but accidentally switched 2 digits while typing in the payment amount. This typocreated a short payment amount which we immediately corrected once we were notified. We apologized for the honest typographical error and made the necessary payment to correct the payment shortfall. The resulting {$92.00} fee was not removed because we were told that " Dovenmuehle has a ONE-TIME courtesy late fee waiver policy over the LIFETIME of the loan. '' We appealed that the payment was NOT late or delinquent, but sent in the incorrect amount due to an obvious typo resulting from switching 2 digits while typing the amount into an electronic bill pay system with our bank. Their answer was too bad, the fee is valid. I have never worked with a company with such complete disregard for their customers. There exists a huge list of complaints online with situations very similar to ours. This is evidence that they continue to treat consumers poorly and continue to get away with it. THIS MUST STOP!!!
Company Response: Closed with explanation

Timely Response

2018-05-07

Moapa, NV

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: 1. After repeated attempts via correspondence, phone calls, and a visit to the original " mortgage '' lender, I have not received a mortgage statement since XX/XX/XXXX. 2. In viewing my mortgage " on line '', they use a term that is without explanation and for which I can not find an explanation, " advance reversal ''. I have a straight mortgage, not a " reverse mortgage ''. 3. In all correspondence with me, the company states, " we are reviewing your mortgage and will have an answer for you within 15 days, or what ever the law allows. '' 4. When I went in to the actual mortgage provider, under duress, that person called the servicing company, and the person she talked to stated that they would provide the mortgage statement for XX/XX/XXXX ( this was the end of XX/XX/XXXX ) within 3 business days. I still have nothing. 5. Then, I received a phone call from someone at the servicing company. I said : just send me an up to date mortgage statement with the coupon for XX/XX/XXXX. This was on XX/XX/XXXX and I had already made, and the payment had arrived, for XX/XX/XXXX. Last Friday, XX/XX/XXXX, I received yet another letter stating that they were looking in to the problem and that they would provide an answer within 15 days, or as long as the law allows.
Company Response: Closed with explanation

Timely Response

2018-05-03

Barnegat, NJ

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-05-03

Kingstree, SC

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: The bank discriminate against me took my name of the mortgage refuse to give me any information about the loan and how i can save the house and trying to forclose on it .they been so hateful to me telling me they do not know me but yet i got a letter from.the lawyer that they are foreclosing on the house and i cant get involved in saving it and told me do what you have to do we do not care i do have the name and the number of the guy that refuse to deal with me And they need to wuit sending buyers to lool aroumd and remodeling compagnies for estimates ome of them destroyed my plumbimg and electric when i m tryimg to get help
Company Response: Closed with explanation

Timely Response

2018-05-03

Marlboro, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-05-03

Warrenton, VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We were trying for a year and a half to have the Lender and the investor to review our short sale request. We submit and offer that is Fair Market price but this Lender and special a woman by the name XXXX XXXX from XXXX XXXX was doing everything in her power to delay the process despite of our daily inquires. We had to file for Bk twice already in order to postpone the upending foreclosure. We were denied by this woman to know the name of the actual investor of the mortgage loan. And when we called XXXX we were entangled in the lender 's net with no one there to answer our questions. The Deed of Trust we signed when we purchase the property allows to apply for a loss mitigation and XXXX XXXX is denying this right. XXXX is a subcontractor, just the servicer of the loan only, not the actual lender itself. We need the Investor to see our short sale offer and make a decision.
Company Response: Closed with explanation

Timely Response

2018-05-02

Arco, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage payments have been made and processed, yet the servicing company repeatedly changed and " loses '' the payment and attempts to recollect with late fees. I must repeatedly go through extraordinary efforts to prove that payment was made and received in order for the fees to be reversed. This has happened on 3 separate occasions in less than 2 years. I believe that this is an attempt to scam money from mortgage holders who may have difficulty providing proof of payment promptly.
Company Response: Closed with explanation

Timely Response

2018-04-24

Marietta, GA

Written notification about debt

Debt collection: Mortgage debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2018-04-24

Rochester, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX a sum of {$1900.00} was withdrawn from my bank account for the XX/XX/XXXX mortgage payment. On XX/XX/XXXX I received a notification that the payment was rescinded due to faulty bank routing number, and that I still owed that month 's mortgage. When speaking to a customer service representative for Dovenmuehle Mortgage they informed me I could make a one-time payment to fix this error. After doing so I checked my bank statements to make sure that the payment I had sent in the beginning on XX/XX/XXXX for this month was returned, but found that the money had been withdrawn but was never returned. The first time I called the company they told me to send an email with my bank statement information to prove the money had never been returned. I sent an email XX/XX/XXXX and heard nothing from them. I called back XX/XX/XXXX to check if any progress had been made on this issue and was told they never received an email. The representative who told me to email them had given me the wrong address. After re-sending the email I was told that someone would contact me in two days. No one did. I called back XX/XX/XXXX and was told that in addition to the bank statement they needed a bank official copy of the check to prove it had been made out to Dovenmuhle. I sent an email out that day, now containing all the information they needed, and was told that the company had sixty days to review the claim. I paid another month 's mortgage on XX/XX/XXXX. On XX/XX/XXXX I received another letter stating that the payment was rescinded due to faulty bank routing number, but once again the payment had already been taken out of my account and the ACH was never reversed. On XX/XX/XXXX I paid the mortgage and received another letter reciting the same issue on XX/XX/XXXX. I called the company and once again repeated my plight. The customer service representative found the last email I sent in XX/XX/XXXX and said that no one had touched it. He filed a report to send to a review committee and said that it would take seven business days for them to make a decision. On the eighth business day, XX/XX/XXXX, I called back. Once again, I had to explain everything from the beginning multiple times. The lady I spoke with said that the review committee did find the payment I made in XX/XX/XXXX. I asked about the refund and she said the report had apparently been filed incorrectly since there was no mention of me wanting a refund. She refiled the report and said it would take another seven business days to receive an answer. She said the company sent a letter in XX/XX/XXXX with a verdict. Vaguely remembering a confusing letter, I asked her to read what the letter said. After she finished she summed it up that they simply needed my bank statements to prove that they money was never returned. I told her that I sent them in XX/XX/XXXX, before that letter was ever sent. On XX/XX/XXXX I also sent another email with bank statement information from XX/XX/XXXX and XX/XX/XXXX to prove that the money had never been returned. This makes three payments of {$1900.00} that have been taken out of my account, considered invalid, and reversed without being refunded. In total they are holding on to {$5900.00} without counting it towards our payments so it's not even reducing the interest that is being charged monthly.
Company Response: Closed with explanation

Timely Response

2018-04-23

South Florida, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Dovenmuhle Mortgage company provided Loss draft procedures for the disbursement of insurance funds due to hurricane losses. The procedures state that 90 % of the TLP will be disbursed to the individual within 5 business days of receipt of the requested documentation. I provided the documentation via USPS Priority mail ( signature required ), however, the company failed to co0mply with the 5 business day requirement and advised me that they had 5 business days to enter into the " Disbursement process '' within their company. I had contractors scheduled to begin work based on the information provided by the mortgage company, however, their failure to comply with their own procedures resulted in delays and penalties to me. Spoke with supervisor XXXX on the phone who offered no resolution.
Company Response: Closed with explanation

Timely Response

2018-04-20

Danbury, CT

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-16

Neotsu, OR

Written notification about debt

Debt collection: Mortgage debt

Didn't receive enough information to verify debt
Complaint: Dovenmuehle Mortgage , Inc. failed to provide notice they had sold my mortgage to another lender. I learned of the sale while attempting to make payment on the debt to them. Their failure to provide sufficient notice may lead to a late payment ( accounts have to be setup, and managed for a new company, need to obtain new loan info ... right now and I don't have the time budgeted to accomplish these tasks ). Yeah, I'm on hold with the new company right now because the new company is " experiencing longer than normal call times '', and I am concerned with the potential for a negative report on my credit because of this fiasco. Any help? I only elevate it to the CFPB because this company has previously reported false negative information to the credit bureaus following an error with their phone pay system. By refusing to retract the negative information they have effectively barred me from shopping for an alternative lender. Pretty darn unfair.
Company Response: Closed with explanation

Timely Response

2018-04-15

Sacramento, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I've been a homeowner for over the past 10 years and have never had issues with my loan. In approximately XX/XX/XXXX, my mortgage was transferred over from XXXX to Dovenmuehle and I've been experiencing problems with the new lender. Two issues persist despite my repeated attempts to resolve this internally : 1 ) I've provided Dovenmuehle with proof of hazard/flood insurance FIVE times now - twice through the online system at XXXX ( XX/XX/XXXX ; XX/XX/XXXX ) and three times directly to XXXX ( XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ) per the customer service representative 's recommendation. Recently, I've additionally followed-up with Dovenmuehle at least two times by phone ( XX/XX/XXXX ; XX/XX/XXXX ) to confirm receipt of my submissions but am always told they were never received. I really don't know what to do at this point. I need to be refunded {$2900.00} for insurance that was purchased on my behalf when I've already submitted proof multiple times. I live in a condominium and insurance is always purchased by the HOA. I've never had issues in the past providing this information to the lender, prior to the transfer of the mortgage to Dovenmuehle. I'm starting to wonder if anyone is working in the Insurance Department at all. 2 ) I had an appraisal on XX/XX/XXXX and the mortgage company cashed my {$470.00} appraisal fee on XX/XX/XXXX. I have yet to receive notification that PMI will be removed from my loan.
Company Response: Closed with explanation

Timely Response

2018-04-13

Spencer, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-11

E Millstone, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have made several complaints before regarding Dovenmuehle Mortgage. The company has provided erroneous information to your office which you received as truth and failed to verify. On On XX/XX/XXXX, I took out a mortgage with XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX. XXXX, NJ ; XXXX ; NJ License # XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX XXXX claimed that they were servicing the loan for XXXX XXXX XXXX XXXX.. One of the representative from XXXX XXXX XXXX is XXXX XXXX XXXX XXXX XXXX XXXX sent XXXX XXXX as well as I the Mortgage Clause as well as a letter to remove XXXX XXXX XXXX XXXX and add Dovenmuehle Mortgage INC XXXX XXXX XXXX XXXX XXXX XXXX XXXX IL XXXX ; XXXX. This can only be done when the mortgage is sold. I had no previous knowledge nor did I sign any document of such acceptance. The only mortgage purchase I made was on XX/XX/XXXX. This is a violation of mine as wells as others whose consumers ' right to know. This is why these mortgage companies feel they have the right to STEAL consumers ' homes because they don't know who to send the payments to. No wonder the HOMELESS Rate in America is High. I made my payments to XXXX XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX ; XXXX PA XXXX ; XXXX thru XXXX XXXX Bill Pay from XXXX for a total of {$13000.00}. None of the money paid, was applied to my account. The money was placed in a dead account and sat there for almost two years. Dovenmuehle Mortgage Inc, who claimed to be the Mortgage Servicer, sent Form XXXX for IRS showed two payments were applied but XXXX XXXX XXXX records showed differently. It showed that the money was applied to attorney & corporate fees. XXXX XXXX XXXX filed for Foreclosure even after receiving {$13000.00}, which they never applied to my account. To top it off XXXX XXXX XXXX technically did not own the loan since it was sold to Dovenmuehle Mortgage INC. On the other hand, Dovenmuehle Mortgage INC could not file for Foreclosure since I never signed any promissory note with them. After spending unnecessary money to hire an attorney to represent me with the foreclosure, sleepless nights, incurring hospital bills, XXXX XXXX XXXX after almost two years in XX/XX/XXXX returned {$9600.00} leaving a balance of {$3900.00}, which was never applied to my account. XXXX XXXX XXXX sent you, CFPB letters claiming that they have returned the money but to date XXXX XXXX XXXX has no proof except a letter to say that the money was returned. However, they have proof for the {$9600.00}. Letters are not acceptable proof. A copy of a cashed check which would be verifiable proof is the ONLY ACCEPtABLE PROOF. I have written several letters to NJ Department of Banking & Insurance ; the Consumer Finance Protection Bureau ( CFPB ) regarding the money not credited to my account. After making a complaint to the CFPB and NJ Dept of Banking and Insurance bureau, and because I did not accept the terms of the loan modification, in an effort to force me to accept the modification, Dovenmuehle Mortgage thru XXXX XXXX XXXX XXXX file foreclosure on the property thru XXXX, XXXX XXXX XXXX XXXX thru their attorney XXXX XXXX which was then taken over by XXXX XXXX. I presented proof to the attorney 's office of the payments, but they refuse to look at it or present it to XXXX XXXX XXXX since they told me I can only talk to them thru the attorney. My payments were never returned except for the XX/XX/XXXX payment for {$9600.00} ( See attachment below ). Some were put into a Suspense Account ( See Reinstatement Quote ) and others were used for Corporate Fee Advancement. I requested a reinstatement quote and they refuse to provide one until XX/XX/XXXX where the attorney fee was {$3000.00} plus after I hired an attorney. They refuse to explain why the fees was so high and keep putting the attorney off until he threatened to sue them. I continue to write complaints to CFPB, then I received two other pay off quotes. The only difference was the property inspection. I went to XXXX XXXX and got a cashiers check for {$31000.00} ( {$21000.00} for P & I ; Late Fee {$310.00} ; Property Inspection : {$330.00} ; Attorney Fees {$10000.00} ; {$500.00} to Suspense Account ) paid XXXX XXXX XXXX thru XXXX XXXX who didn't want to take the money but finally did after an hour of insisting. She, XXXX XXXX got the run-a-round from the bank before taking the check. It was credited to my account on XX/XX/XXXX and the discharge was done XX/XX/XXXX filed by XXXX XXXX XXXX, XXXX XXXX from XXXX, XXXX XXXX XXXX, XXXX ; XXXX XXXX XXXX XXXX XXXX NJ XXXX XXXX ; Attorney for the Plaintiff. I received my IRS Form XXXX and the attorney fees for {$10000.00} ; Code 173 ( no explanation ) is listed as Misc Expense ; the Property Inspection fee of {$330.00} is listed as other ; Dovenmuehle Mortgage who claimed on my IRS Form XXXX to be the Servicer for XXXX XXXX XXXX charges me for Corporate Advance on XX/XX/XXXX code ; 632 three times ( {$35.00} ; {$22.00} & {$9.00} ) ; After my reinstatement, I was forced to pay an additional mortgage payment on XX/XX/XXXX for {$700.00}, It was not applied to my account as a payment, instead, it was used to pay for Corporate advance code 172 on XX/XX/XXXX for {$40.00} & {$250.00} on XX/XX/XXXX for XXXX XXXX XXXX as well as a late. There should be a law passed that FORBIDS Mortgage Corporation from robbing consumers with such outrageous attorney fees like XXXX XXXX XXXX XXXX charged me ( {$10000.00} ) plus my own personal attorney fee to get back ones property. XXXX XXXX XXXX held {$13000.00} and fail to pay me interest.
Company Response: Closed with explanation

Timely Response

2018-04-09

Sunset, TX

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-04-08

Auburn, AL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX my family and I were impacted by Hurricane Irma. My relatives were also severely impacted where they live in XXXX Florida. Due to their severe destruction to their home and the fact that they did not have power or food or the means to get to work because of the mass flooding they had no choice but to come stay with me in my home. I was impacted as well to the point of minor damage to my home and having to miss work a few days as well as having to take care of my family of refuge which impacted my utilities as well as cost of living expenses. Due to this domino affect of catastrophic events I called in to Dovenmuehle Mortgage Inc back in XX/XX/XXXXwhere as to seek help and guidance before falling seriously short or behind on my payments to see if there was anything that could or be of assistance to me and my family in this time of tribulation. When I called into Dovenmuehle I spoke to representative who told me there was nothing they could do because I was not in the impacted area, which is incorrect please refer to Release number : XXXX XXXX, in which On XX/XX/XXXX, federal emergency aid was made available to the State of Alabama to supplement state, tribal, and local response efforts due to the emergency conditions in the area affected by Hurricane Irma beginning on XX/XX/XXXX, and continuing. Once I stated this I was transferred to their supervisor who then I explained my situation to and suggested to be put on Forbearance for 3 months in which will give them time to do a loan modification to be able to skip payments and put them at the end of the loan and extend my loan term. I agreed to this in at which time I was instructed to not make any payments. I asked if I had any money to make a payment If I could and was told that I could but didn't have to since the next three months would be added to the end of my loan. I did not want to confuse the company with making payments so I did as instructed and did not make any payments. I fell behind on my mortgage because of this as well as a lot of my other bills because of the hardship I and my family was going through. A month or so later I received a concerning letter in the mail from Dovermuehle stating that I was seriously delinquent on my mortgage and to pay the balance in full or face foreclosure. At this time I believe it was about 45 days past due ( on month payment ). I called in very upset because the last time I was told not to make any payments on my account and that they would be putting me into a forbearance. Now I am getting letters threating foreclosure on my home. Again the representative could only tell me what I already read from the letter and even explaining what I was told in the past conversation the representative refused to help and just wanted to brush me off to another person. They transferred me to a " supervisor " this supervisor began to tell me that there was no notes stating this but once I asked for them to pull the call they told me to hold for a moment. Supervisor put me on hold and came back to the phone and stated she then seen something and that I was in the process of a loan modification and that they are working on it and to give it a few more days. As a worried home owner and a father of a XXXX year old girl, I feared of becoming homeless and reiterated my concerns of loosing my home and falling even more behind. It is one thing to tell me I am not eligible and to tell me that I have to pay an amount because then I would have to seek help elsewhere or figure something else out. But it is another thing to tell me that I am able to receive help and tell me not to make any payments and let the customer fall seriously delinquent and then tell them they have to catch twice as much up at one time when they couldn't afford it from the get go. The representative reassured me that I would be hearing back from them regarding my account in the next few days. I waited another week or so and nothing. I called back in yet again and again was transferred to a supervisor of the loss mitigation department. I had spoken to this supervisor whom was extremely rude and degrading. That supervisor told me that my account was currently in forbearance and told me to not make any payments and that all of the negative and past due would be added to the end of my loan and that I should have not received the letter asking to make payment or face foreclosure. I asked them when is this negative going to be added to the end of my term because it just keeps adding up and I am getting worried about it. I was instructed that they were currently in process of doing so but that if I wanted to make a payment if able I could do so and that whatever I couldn't pay they would add to the end of my loan. When I seen my negative account add up, I was tired of waiting for them to process and called in yet again and at this time I made a payment only because I was worried that I was being told wrong information and that they were never going to process my loan modification. I made a payment on XX/XX/XXXX and for XX/XX/XXXX, I was told these payments were current and up to date and not going to be applied to the past due because the past due amount would be applied to the end of my loan. Dovenmuehle then continued sending me past due notices for the amount that was suppose to be covered so then I had enough being told one thing on the phone and then another via letter. I reported this to the XXXX and received a letter in the mail stating there were no promises made that there were forbearances added to my account and that at the beginning of XX/XX/XXXX was denied of a forbearance making it seem like I was delinquent on my own free will and that they were only helping with forbearances and not a loan modification. They mention in these letters that my file was in review and yet still is every time I call or receive a letter and to disregard meanwhile my account is falling further and further past due. Now to the point where they are reporting it on my credit and now affecting my credit. They always say they are going to contact my once a decision is made or to call in periodically but a decision is never made and nothing is ever done or corrected with my account. I received this letter from XXXX XXXX from the Research Department. I have still been calling in trying to get this resolved. I finally got a supervisor who seemed to know what they were doing. They instructed me that they will be able to do a loan modification and that they require some more information. The information that was first asked of me in order to complete loan modification was as follows ; 1.harship letter 2.verification of income 3.last two paystubs 4.year to date profit and loss statement 5.child support /alimony ect. 6.tax returns 7.XXXX form 8.bank statements last three months I have sent in all of this information in at the beginning on XX/XX/XXXX via email to XXXX, I have also sent this information in again on XX/XX/XXXX and XX/XX/XXXX. I have been going back and forth with XXXX XXXX with XXXX XXXX XXXX, XXXX XXXX with Dovenmuehle, as well as the processor XXXX and her employee information is XXXX from all I was told, as well as many other representatives from Dovenmuehle and supervisors. It seems now that every time I call in I get told misleading information and or incorrect information. I keep being told to send in the same information and paperwork as before and being told that they need more information and or did not see information that is clearly marked and sent via email and documents, so much so that I had to circle and write in big bold letters. For example they told me they did not see my year to date amount, this is clearly listed on my pay stubs, it makes me wonder if they are even looking at my information or just saying they need something else and not processing what I've already sent just to procrastinate my case. Not one representative has told me the same information as the last. These reps and supervisors are all very rude, dishearted and uncaring individuals. I have been misinformed, disrespected and now I fear losing my home due to these errors. I feel like I have done everything I can do. I am now at the point where I am behind 4 months and I am not sure how I will gain the money to catch it up. I need my loan to be corrected and immediately. I feel like my only other option is to seek help as in an attorney or third party. On my last phone call to Dovenmuehle I spoke with a representative by the name of XXXX and her employee initials are XXXX, which is all she would give me. Before getting to XXXX I spoke with several other representatives on XX/XX/XXXX and was on the phone for about 1 and half hours trying to speak to someone to see what it was now that they were needing or requesting. I was unsure as to what they were asking regarding this new information. I was finally told that the information I sent in regarding my monthly expenses asking to explain the P & L or the money that was earned on the side. I don't earn money on the side on a regular basis. This was money I earned one time helping my father whom has stage XXXX XXXX XXXX fix stuff around his home and the supplies he reimbursed me in doing so. I was hung up on several times, transferred to voicemails. When I got XXXX on the phone I immediately explained my frustration and told her I was upset and hung up on several times, her response, " account number ... '' as in she completely ignored my frustrations and did not apologize that I was hung up on. I repeated the required security information that they ask as I had done this about 15 times prior, I gave my name, address, I reside at this address, and last four of my social. XXXX then proceeded to ask me how she can help me and when I again told her my concerns and frustrations she didn't have any remorse or concern for the customer. I told her if no one can help me then I will just look into seeing an attorney or third party and then proceeded to ask her what the complaint departments number was and or a corporate number, she then told me " why don't you have your attorney look that up " I said " excuse me? '' she then said " I am sure your attorney can find that information ''. I do not feel I need to explain why this is wrong. I asked her if she was getting smart with me and then she told me to hold on, she put me on hold and came back and said, it looks like you already put a complaint in with a supervisor and then hung up on me. After this I took to the internet to see what I could find on Dovenmuehle and to see if there was any one else out there like me and going through what I was going through. Not only did I find ALOT of concerning information and reviews of past customers but on the companies own XXXX page there is comments and post from their own employees saying how much they hate their customers and how much they hate their jobs, these are the people I have to deal with, these are the people handling my case and my home. I want to hear back from either the president of this company or its CEO. I am beyond upset now. I want something done and I want it done NOW!
Company Response: Closed with explanation

Timely Response

2018-04-08

Charlotte, NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This company always lets our homeowners insurance lapse, we have never been late or faulty with our payments. Our payment includes escrow. This is the second time it has happened. When we call them ( the mortgage co ) they blame the insurance company. When I call the insurance company they blame the mortgage company. Nevertheless here we sit in a house without homeowners insurance.
Company Response: Closed with explanation

Timely Response

2018-04-07

Lowell, AR

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-04-07

Modesto, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-02

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I am at a stalemate with my mortgage service regarding insurance money that should be paid out to me. The Loss Claims Department at Dovenmuehle is demanding over and over again that I get additional information from my insurance company that my insurance company will not provide. I currently have sent and additional {$10000.00} ( XXXX checks for just over $ XXXX each ) for endorsement and deposit into my checking account. These checks were for work that has already been completed by a liscensed contractor and the work permit has been inspected and closed by XXXX XXXX XXXX Florida. I have paid the $ XXXX out of my pocket for the completed work already, I have asked for release of the funds and I just continue to go back and forth with the same information.
Company Response: Closed with explanation

Timely Response

2018-03-29

Des Plaines, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-03-28

Lincoln, NE

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I applied for a loan modification ( XX/XX/XXXX XXXX, when I got the option back it was {$60.00} more than I was already trying to pay and more than I could afford, as my husband had become unemployed. I tried to contact them ( XX/XX/XXXX ) to let them know our situation changed and that I needed to reapply. But I could not get thru I had to leave a detailed message. I never did get a reply back. I continued to try and pay as much as I could. I called again ( XX/XX/XXXX ), to ask about doing another loan modification after my husband got a job. Then they denied a loan modification ( XX/XX/XXXX ) as I rejected the previous one. I also got my statement and noticed a few of my payments were either applied a month after received ( received XX/XX/XXXX applied XX/XX/XXXX ) or not at all ( XX/XX/XXXX ). So I saw I am 5 months behind, when I am only 3 ( a payment XX/XX/XXXX probably received after notice sent ). I tried to call again, to get that fixed and to question about the denied modification, and After being on hold for 10 minutes I had to hang up.
Company Response: Closed with explanation

Timely Response