Dovenmuehle Mortgage, Inc

2019-07-23

Phoenix, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I originated this loan in XX/XX/XXXX as my primary residence. Since then, I have repeatedly told Dovenmuehle that my mailing address should be the same as my property address. I purchased this home as my primary residence and sold the other home I was living in during XX/XX/XXXX. As you can imagine, that means I moved out of my old house and into my new house, which is the subject property. I have no connection to the home I sold but the company has consistently refused to updated my mailing address. Each time I call in, they tell me that it's their policy that they must receive a signed request from both borrowers to update the mailing address. I have explained to them each time that I will not be doing so, this is not an update but a correction. There has been no change in my mailing address since I originated this loan. It's their responsibility to correct the error that they made when they set up my loan with the wrong mailing address. They just keep quoting policy and will not see reason. I spoke to a representative named XXXX today XX/XX/XXXX and a supervisor who told me they were unwilling and unable to help me. I explained that I would be submitting a complaint if they did not try to help me, and they still had the same unhelpful and uninterested attitude about the whole situation.
Company Response: Closed with explanation

Timely Response

2019-07-23

Rockwell, NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We purchased said property through a different lender about 1 year ago ( summer of XX/XX/XXXX) with the intent of building on it once we had our plans/builders/construction loan in place. Statements were to be sent as indicated in our closing documents to address that was different from the address of the said property. Loan was subsequently sold to the party involved in this complaint. We made our payments based on what was in our closing documents. Fast forward to XX/XX/XXXX, we get a call from current lender - Dovenmuehle Mortgage - that our XX/XX/XXXX payment had not been received. This was the first and only notification we had received from the company and it was a call to our home phone number. The XX/XX/XXXX payment was paid on the spot and nothing else was said about our account. On XX/XX/XXXX we proceed with our Construction Loan only to find out that Dovenmuehle Mortgage had flagged our credit dropping my credit score from over 830 to XXXX ( I keep a close eye on it ) and my husbands dropped from the 750 range to the low 700s with an over 30 day late payment on our account. When the construction loan officer asked why we didn't just pay the late fee and payment as soon as the next statement came in, we informed him that we paid as soon as we were made aware of the missed payment and never received the statement. I contacted Dovenmuehle that same day and spoke with XXXX. in Customer Service. She commented that there were a lot of " notes '' on our account. When I was surprised and asked " what notes? '' she proceeded to tell me that our statements have been returned to them as well as our escrow refund. She then tells me they have been sent to the property address on the loan and returned but sees in the financial documents that they should have gone to XXXX and proceeds to read off the correct mailing address. She then says " I have never seen anything like this - we made a mistake. '' She then tells me she is going to talk with her supervisor who advises us to email an inquiry to the research department ( I asked to speak with someone in that department but was told there was no one I could speak with ). Before I hung up that day I asked for a copy of the notes on our account but was told they could not be released due to audit procedures. I proceed to email the Research Department with concerns that we did not receive any statements or late notices from the company prior to them flagging our account. On XX/XX/XXXX, still not receiving ANY response from the company 's research department, I call back and am told by XXXX. in customer service that the research department won't make a decision until XXXX XXXX. I asked to speak with a supervisor and was connected with XXXX. and was told " that's how it's done here. '' I then asked to speak with her supervisor who was " at lunch '' and was put in touch with a different supervisor XXXX. who was actually very helpful. She looks at the notes on the account and says she is going to " try to expedite this request and I should get a call back within 2-4 hours. '' She also said that we " should have received calls about the statements and refund being returned and the shortcomings in payment '' ( which we were also unaware of ). We had no idea that the payments we were making were approximately {$2.00} short each month and when I asked if that was going to affect anything I was told " no, they have been taking it from your escrow account. '' I again asked for copies of the notes on our account and was told we could not get them. XX/XX/XXXX still no call from Dovenmuehle and I leave a message for XXXX. to please call. XX/XX/XXXX having received no call back from anyone, I call again and get XXXX. who says there will be no expediting the claim and they have no intention of correcting our credit even though we had NO notification of late payment. We put in a formal written request for copies of the notes on our account and have heard nothing from the company. Dovenmuehle Mortgage failed to provide periodic statements which impacted our credit history, failed to return escrow refunds, and utilized escrow funds in a manner without permission. All of this could have been prevented if the company had simply called to discuss the returned items ( they obviously had the correct phone number on the account ). All documents and emails sent are attached. Additional mortgage statements with incorrect address can be emailed if needed.
Company Response: Closed with explanation

Timely Response

2019-07-22

IA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This is the second time in three years Dovenmuehle Mortgage is threatening to buy additional flood insurance on my condo and charge me. I have twice sent them the association flood policy on the building which is at full replacement cost which includes my unit, yet I got a second notice from them last week. As with two years ago when they bought a policy in my name and then cancelled I had to complain to get them to back off. The replacement on my cube of space would only be XXXX which is what my property insurance values the interior. The ACV is more than the replacement cost of the my condo. My loan with Dovenmuehle, which they bought, is for around XXXX which is what I think they want me to purchase. This can not be done since that insurance does not cover more than the value to replace. If I were to purchase a policy, which my agent say 's doesn't make sense it would be duplicate to the Association policy. I am sure they will tell you that they are only looking after my best interest per FEMA as they did last time. They say the may charge me so I am trying to get ahead of their threats. I have had problems with them in the past on this issue and escrow. They do not service their loans well that they purchase.
Company Response: Closed with explanation

Timely Response

2019-07-22

Austin, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-16

Dayton, OH

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information is missing that should be on the report
Complaint: In XX/XX/XXXX XXXX changed mortgage servicing companies from XXXX to Dovenmuehle Mortgage. In this transfer/change my account number for my Mortgage also changed. Since XX/XX/XXXX, Dovenmuehle Mortgage the payment processing company for my XXXX XXXX, has not reported this XXXX loan to the three major credit reporting agencies of XXXX, XXXX, and XXXX. Information regarding my XXXX XXXX as it currently reports to the 3 major bureaus is Closed/Transferred Acct # XXXX on XX/XX/XXXX. Technically, this is correct. This account NUMBER was closed/transferred. However, what does NOT show on the reports and what has not been and currently not being reported is XXXX XXXX account XXXX, which is the account the old number was transferred TO. I have been receiving statements from XXXX account XXXX with correct balances, payment history, and have made on time current payments since XX/XX/XXXX. However, none of this account, it's existence, it's balances, it's payments history, are being reported to XXXX, XXXX, or XXXX. I have filed credit disputes with these three bureaus, however they can not dispute an account that in their systems, does not exist. I have been " in complaint '' of this error to XXXX beginning XX/XX/XXXX when I discovered the errors. XXXX instructed me to direct my concern to " XXXX '' with my details. This department does not allow direct customer contact and forces me to have to speak with a general customer service rep at the XXXX number. These general service reps do not have the ability to speak to the department handling my case. They also insist that they are IN FACT reporting my loan to all three credit bureaus. They are not resolving my issue and there seems to be no one to work with there. XXXX 's new mortgage loan processor, Devenmuehle Mortgage, is IN FACT NOT reporting to XXXX, XXXX, or XXXX the loan activity and balances on XXXX XXXX loan XXXX for myself.
Company Response: Closed with explanation

Timely Response

2019-07-15

Miami, FL

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2019-07-12

Lexington, NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage servicing company, Dovenmuehle, took over my loan after it was transferred. We have an escrow account that they are supposed to pay our homeowners insurance and taxes out of each year. We received a call from our insurance company that our policy was cancelled due to non-payment. We called Dovenmuehle and they informed us that they had only received the declarations page from the insurance on the XXXX of XX/XX/2019 and need at least 30 days to send a payment. They then promised they would overnight a payment to the insurance company to pay the outstanding bill. We called the insurance 3 business days later and they had not received a payment. At this time we paid the insurance annual premium out of our pocket. We immediately called Dovenmuehle and they informed us that they had intended to sell our mortgage last XXXX, but never did, so there was a payment hold placed on our escrow account so they cancelled the overnight payment and didnt call us. They then requested we email them the receipt of the payment we made on the insurance and they would refund us the money and that they would have the payment hold removed from our account. Three business days later we got a letter in the mail saying that they would be purchasing homeowners insurance for us because our policy lapsed and they didnt have proof of our insurance. We immediately called Dovenmuehle again and they informed us that the stop payment ticket had been closed and they didnt know why so the payment for our taxes next month might not go out either. They also informed us at first that they didnt have any proof of the insurance both our insurance company and we had provided. After asking them to look into it further, they determined they did have both the receipt of payment and the full declarations needed and would process our refund check as soon as the payment hold was removed, they could not provide a timeline for when this would occur. They also could not confirm they wouldnt charge us for the insurance they had purchased on our behalf. To date we have still not received a call as they indicated we would and we have not received a reimbursement check for the insurance.
Company Response: Closed with explanation

Timely Response

2019-07-08

Wesley Chapel, FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-07-02

Redwood City, CA

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: -What is this complaint about? When my credit union opted to have a loan servicer take over payment collection, payment history and accuracy was falsely reported and continues to be. ( Ie- phone calls and subsequent false 30 day late issues logged onto both my husband and myself 's credit reports nearly every two weeks, charging us payment collections for a reported " lapsed '' Home owners insurance policy ). However, my homeowners insurance and hazard insurance has always remain balanced and paid in full every year ; this information was provided more than once to a loan servicer and never locked. For example, in XX/XX/XXXX, we received a letter stating our homeowners insurance had lapsed and we would have to pay them for their policy. My policy van was current and did not expire until XXXX. Intern, we had sent a copy of our policy and declarations page to the loan servicers fax/email and copied to the credit union. On XX/XX/XXXX, we received a second and final notice, indicating to us that nothing had been received and we are to pay nearly {$10000.00} for a one-month period. This was very obviously incorrect. Again, I contacted all parties with a copy of our current and valid policy that has been valid and maintained as such since the purchase of our home. The credit union also called our homeowners insurance company requesting records. I know this because XXXX XXXX called me to grant permission to supply them with a copy. This is the same information I have provided to them twice ). Over the course of the past 2+ years, we had never once had an issue with any late payment to our credit union, whether it be mortgage, car or credit card. When the new loan servicer took over, this company did not keep correct records, did not process payments on auto draft as promised, and have repeatedly done the same thing several times over. We are definitely not the only ones suffering because of this company, as indicated by the groups of people inside the credit union demanding to speak with the mortgage department as they apparently are having the same issues. In the beginning, this loan servicing company Asked us to be patient while they get their records correct it. Although we were attempting to be understanding, even after they had indicated it was " their fault and they did not process payment accordingly, '' they continued to place negative reports on both of our reports, respectively ). This company, Dovenmuele, has been notorious for doing this to do many families, I can not count. One look at that Yelp reviews, specifically dictate this company is well known for these shenanigans, ultimately severely negatively compacting our credit scores by hundreds of points. I and my husband have carried loans with our credit union since we were both teenagers ( auto, mortgage, credit cards and had NEVER had a late payment ) until Dovenmuele assumed responsibility for our mortgage payment processing. Additionally, there is absolutely no sense in staying we are 30+ days past due in less than a 30-day time period. I have proof of payment/insurance : etc and have the records to prove it. I have completed thier ACH form several times and every time, have had to make a payment with added fee over the phone because Dovenmuele did not processe payment. Even with this, the loan has not been anywhere close to 30 days past due. This is extremely ridiculous. Dovenmuele are falsely reporting, this is a extremely common complaint. Meanwhile, they are effecting folk 's financial well being? It has come to the point being such a problem, my husband and I would much rather sell our house and purchase a new one just to avoid this company. They have already cost us one refinance due to their false reporting and we are completely and utterly frustrated and upset by there an ethical business practice. If you dont believe us, I challenge you to read a review on this company, or check in With other credit union members. There is a line of people out the door regarding this exact matter every time I walk into the credit union. This is how huge of a problem it has become. Step 2 : What type of problem are you having? False reporting effecting or credit Health, excess fees ( I've paid over 10k in one month, thinking I maybe was begging due to a hospital stay back in XXXX. When in fact, this had not been the case at all ). Please help us with getting these false and illegal reports off our credit reports so that we can get away from this awful company?! Is becoming much but this is how they operate with all of their clients. The sheer number of families showing up at the credit union complaining about the same exact thing we have complaints about it is a big red flag. We want to get far away as possible. Its almost as if you from doing by negatively reporting on a mortgage. I am very serious. Step 3 : What happened? Please Refer to above Step 4 : What company is this complaint about? Please Refer to above Step 5 : Who are the people involved? -Dovenmuele mortgage, Illinois This is the servicer who makes all the errors on behalf of XXXX XXXX XXXX XXXX and is the responsible party for reporting late payments on our credit history, even though they are false. The credit union, when they used to service our own loan, had absolutely no problem with that. That is why, if you look at our payment history on any product we had with the credit union, prior to Dovenmuele, there were absolutely XXXX late payments ( this is going back over 20 years ago? We didn't randomly get irresponsible after 20 years, and right when Dovenmuele took over the servicing. No phone listed ( they'd probably get to many angry complaints ) -XXXX XXXX XXXX XXXX : originator of mortgage XXXX XXXX CA XXXX ( XXXX ) XXXX
Company Response: Closed with explanation

Timely Response

2019-07-01

Nunn, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-28

Winton, CA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: 1. The second mortgage STILL is not being automatically drafted from my account. I'm turn, Dovenmuele is placing 30-day notices on our credit reports almost monthly or earlier ; however does NOT MAKE SENSE, AS I STILL CALL IN AND PAY IT?!!! 2. Mortgage one is auto drafted ; what's the issue? It's a {$200.00} second mortgage?! If we can pay $ 1662+ ; why then would we not be able to pay {$200.00}? Seriously. 150 POINTS!?????? You have lost a customer for life, this is ridiculous and we will be seeking damages. Proof of payment, overcharging, false credit reporting .... 3. FOR THE SECOND TIME, Letter in the mail telling us we must pay XXXX/Dovenmuele homeowners insurance as we have not provided proof?! I have provided proof via email ( still have records ), as I've paid for all of my home owners policies for the past two years!!!! I am not paying over {$1800.00}, and if you have charged me, I demand a refund. My homeowner 's insurance policy, for the LAST TWO YEARS, ( including hazard insurance ), begins and expires in XXXX ; it had for the last two years!????? 4. Property tax credits not applied. This is not the county 's fault. I summit they were not supplied with the correct information. XXXX XXXX XXXX XXXX On XX/XX/XXXX, at XXXX XXXX, wrote : > > > > Our VP of Real Estate Lending XXXX XXXX reached out to me that she had tried calling you with an update this afternoon but the number is not in service at. I just forwarded XXXX the number you provided on the reply to my email from yesterday and wanted to let you know that XXXX will be calling you with an update tomorrow and wanted to confirm the best number to reach you at tomorrow. > > > > I see your Mobile is is this the best number to reach you at? > > XXXX will be giving you a call as I mentioned she did research your loan file and has an update for you. > > I hope you are having a great day! > > > > > > > > From : > Sent : Tuesday, XX/XX/XXXX XXXX XXXX > To : C > > > > > Thank you > > > > > > > > > > > " You don't have to go the extra mile, but don't be surprised the day you lose to someone who does '' > > > > > > > > -- -- -- -- Original message -- -- -- -- > > > > Date : XX/XX/XXXX XXXX XXXX ( XXXX ) > > > > > >, > > > > I am reaching out to you to confirm that we have received your email and have elevated the issues you have been experiencing to Senior Management Team for review and resolution. They are reviewing the details of your questions and concerns and intend to respond to you with an update as soon as possible. > > > > I am committed to working with all parties to ensure you obtain clarification in regards to your questions and concerns mentioned below. > > > > Warm Regards, > > XXXX > > > > > > > id : XXXX > > > > > > > > Sent : Thursday, XX/XX/XXXX XXXX XXXX ><XXXX> > > > Hi, > > > > I found the form that was mailed and submitted a long time ago. > > > > > > Home owners insurance is up to date and on file with XXXX XXXX. Paid in full. > > > > > > > > > > > > " You don't have to go the extra mile, but don't be surprised the day you lose to someone who does '' > > > > > > > > -- -- -- -- Original message -- -- -- -- > > From : Tax XXXX > > Date : XX/XX/XXXX XXXX XXXX ( XXXX ) > > To : > > > > > > > > Our system shows that XXXX XXXX XXXX XXXX XXXX XXXX first installment in the amount of {$2000.00} on XX/XX/XXXX. Please note this payment covers the period from XX/XX/XXXX to XX/XX/XXXX. Title companies will typically prorate the tax payment between the old owners and the new owners. Any payment received after we applied this payment would have been returned. > > > > On XX/XX/XXXX a XXXX supplemental tax bill was issued in the amount of {$100000.00} due to an increase in assessed value from {$300000.00} to {$460000.00} for the period of XX/XX/XXXX to XX/XX/XXXX. The first installment in the amount of {$500.00} was assessed a 10 % penalty ( {$50.00} ) because the payment was not received before XX/XX/XXXX. > > > > > > > > > > > > > > > > > > From : XXXX > Importance : High > > > > > > Hi, > > > > Please help. > > > > My husband and I purchased our home during the last week of XXXX in XXXX. > > > > Even though we had just moved in, we paid the previous owners ' property taxes in full. We even received a letter in the mail, telling us we'd " overpaid, '' and were eligible for a waiver, seeing as how we had just taken over the property. > > > > I proceeded to fill out the form and mail it back. > > > > I had never heard anything else and only received our tax bill for this year, which is current with the next payment due in XXXX. > > > > Last week, we got a letter from our banking institution, alerting us that over {$500.00} was past due on our property taxes and needed to be paid right away. I have CC 'd them in this Email. > > > > When I went online to make the payment, not understanding what it was for nor why it was owed, when I had paid in full the previous year and was never notified of anything except a potential credit. There was over a {$500.00} fee for both term one and term two, resulting in a past due fee of over {$1000.00}? > > > > I am curious where this came from, why it is owed, why we were never made aware and how our banking institution was notified but not us? > > > > We pay our own taxes, as it is not a part of our mortgage payment. What am I missing? > > > > Please find payment receipts attached. Please also alert us if there is a potential credit we are entitled to? > > > > It has been a difficult 2 years with my XXXX diagnosis financial aid and were completely unaware there was any balance past do what so ever. > > > > Matter of fact, we were under the impression due to the potential credit letter we had received that we had initially overpaid? Please help? Thank you very much. > > > > Best, > > > > > -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- > > > > For XXXX/DOEVENMUHELE : > > > > PLEASE note our address is XXXX, CA NOT XXXX, CA, as we have received mail with this address on it? > > > > *Note to XXXX, XXXX, Et. Al. : we love XXXX but since the switch to dovenmuehle loan processors, we have had nothing but problems and WILL refinance with another lender, as there is very segmental communication between ourselves, XXXX, doevenmuhele and XXXX XXXX county. > > > > Do you have an email contact for doevenmuhele? ... .. > > > > So, because the previous owners paid late ... .we are being penalized??? > > > > Help me understand? > > > > I mean, my husband can not even walk into the bank and get any info because my FATHER, whom we have taken off of our account, several times is still joint, which should : > > A. Be gone. I took him off when my husband and I were married. > > B. Has nothing to do with our mortgage > > AND > > C. Neither of us can see all of our information due to the fact only one user is allowed to see account information?????? > > > > Is somebody able to clear up this confusion? Anything would be very much appreciated period.
Company Response: Closed with explanation

Timely Response

2019-06-25

E Fairfield, VT

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We set up automatic payments with our mortgage company. They did not process it And instead send a delinquent notice. There is no customer service to talk to.
Company Response: Closed with explanation

Timely Response

2019-06-20

Baltimore, MD

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-06-20

Galena, OH

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: years ago i took out a va loan with Dovenmuehle mortgage. and they never closed it out. it has been killing my credit for years. i know it is on XXXX but i am unsure if it is on the other credit reporting agencies. i do no have the account numbers because this was 10 or more years ago. thanks in advance
Company Response: Closed with explanation

Timely Response

2019-06-20

Kingstree, SC

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I am a homeowner in XXXX XXXX, SC. We bought our home on XX/XX/XXXX. Our mortgage company is Dovenmuehle Mortgage , Inc . Almost one month to the day after we closed on and moved in to our home, Hurricane Florence hit. We were forced to evacuate as the forecast called for a Cat 4 hurricane with catastrophic storm surges. We evacuated to XXXX XXXX, NC. We were blessed and did not experience the catastrophic damage that so many others did, but we did have some roof, tree, debris and yard flooding damage. As compared to so many others, our damages were minimal, and we were able to come back / live in our home 4 days after it made landfall. We initially made the decision to pay for the handful of missing shingles / roof repair, the debris clean up and also absorb the additional $ 1,000+ it cost us to evacuate. Basically, we did not intend to make an insurance claim or seek a forbearance plan with our mortgage company. However, Dovenmuehle contacted me directly, unsolicited, in the fall of XX/XX/XXXX offering me the opportunity to enter their 3-month forbearance plan. I declined, they called again in a few days with the same offer and I declined again. They called AGAIN a few days later, at which point I spent almost 90 minutes on the phone with them, asking how the forbearance plan worked, explaining that we would not be interested if this forbearance plan could in any way damage our credit, if the 3 months of deferred payments would in any way accrue any interest, penalties or other charges and if it would add any additional dollars to our mortgage. They explained that it would not affect our credit, would not add any additional dollars to our mortgage that after the 3 months of forbearance we would simply begin making our mortgage payments again as we had before and that the 3 months of deferred payments would just be added to the back end of the loan. They sent a LENGTHY, confusing legal jargon forbearance agreement for us to sign and return, which we did. Our mortgage payments from XX/XX/XXXX to XX/XX/XXXX were supposed to be deferred to the back end of the loan and we supposed to / expected to just start making our normal monthly payments on XX/XX/XXXX. 2 weeks before XX/XX/XXXX we received a LOSS MITIGATION / LOAN MODIFICATION AGREEMENT from Dovenmuehle which was NOT as per the agreed upon forbearance plan. It basically said we were 3 months delinquent on our mortgage, had been referred to their loss mitigation department and were at risk of foreclosure. It also said that we needed to respond by a certain date to avoid FORCLOSURE PROCEEDINGS. I immediately called Dovenmuehle, they told me not to worry, it was just their computer system and that I would just start making my normal monthly mortgage payment on XX/XX/XXXX. When I went online to pay my mortgage payment on XX/XX/XXXX, I discovered that my access to pay online was suspended and that I had to contact loss mitigation for further assistance. I have been forced to make my payments over the phone, which they charge me {$11.00} for each time. In addition, their computer system does not show the loss mitigation folks the payments I have made since XX/XX/XXXX, so they continue to show us several months behind!! Our mortgage payments were {$2300.00} but we were paying {$2400.00} with the difference going to principal. Now when I pay {$2400.00}, they take {$11.00} for the pay by phone!!! I am still unable to use the online payment portal that cost me nothing additional. I have spent no less than a total of 8-10 hours on the phone with Dovenmuehle loss mitigation since mid-XX/XX/XXXX and have been battling / arguing with them that we are NOT behind / delinquent on our payments and that they solicited us repeatedly for their natural disaster forbearance program. I get a different story and feedback every time I am able to get anybody on the phone. Most of them have been very rude and disrespectful. We just received a loss mitigation package ( was sitting at our front door on the morning of XX/XX/XXXX ) that shows they have added nearly {$10000.00} to our total loan amount ( {$5500.00} Accrued Interest and {$4200.00} Advanced Escrow and {$14.00} property preservation expenses )!! Dovenmuehle is not giving us credit for the nearly {$14000.00} we have paid towards our mortgage since XX/XX/XXXX. Our original mortgage as of XX/XX/XXXX was {$320000.00}. We have paid nearly {$14000.00} to date towards that ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ). We understand the vast majority of that has gone toward interest. The Loss Mitigation Agreement we just received has the new mortgage amount as {$320000.00}, which means that not only has the nearly {$14000.00} we have already paid not been accounted for / not credited to our loan, but they have added an additional {$7100.00} to our total loan amount!! That is a loss to us of {$21000.00} ( not including interest ). This can not be legal. We were solicited by them and tried to tell them no. They hounded me, convinced me it was a good thing and would help us financially, ease the financial burden caused by the hurricane. Had they not called me repeatedly, I would never have done any of this. They are treating us like we are deadbeats and behind on our loan due to negligence and are basically stealing tens of thousands of dollars from us, under the threat of foreclosure!!! We were repeatedly solicited by Dovenmuehle and sold on a NATURAL DISASTER FORBEARANCE PROGRAM, but were placed in a LOSS MITIGATION / REPAYMENT PLAN that is for people that are negligent or simply delinquent on their mortgage payments.That is NOT us! I am a senior executive with a large engineering and construction company, have been fairly successful in business and take my financial obligations very seriously. I believe that Dovenmuehle is engaged in a fraudulent bait and switch scam, targeting those adversely affected by natural disasters. They are banking that people will not question them, will not push back. Unfortunately, I can not afford an attorney to fight this, which I suspect is the case with most homeowners and consumers. We must sign, have 2 copies of the lengthy loss mitigation agreement notarized and returned to Dovenmuehle Loss Mitigation by XX/XX/XXXX or they will start foreclosure proceedings! Since receiving this LOSS MITIGATION AGREEMENT on XX/XX/XXXX, I have repeatedly tried to call the ( XX/XX/XXXX) XX/XX/XXXX number listed on the cover page. There is never an answer, it rings several times then just disconnects.. I do not want to sign and return it because it is not what we agreed to and is stealing {$21000.00} from us! I want them to honor the forbearance program we agreed to, which I have abided by.
Company Response: Closed with explanation

Timely Response

2019-06-19

Bronx, NY

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX, I contacted Dovenmuelle Mortgage requesting to remove the PMI from my mortgage. As instructed by the bank, I Mailed them a check for {$450.00} to have the appraisal done and they chose XXXX XXXX XXXX. On XXXX XXXX, the appraisal was done and it was determined that the house was worth {$630000.00}. When I reviewed the appraisal, I immediately noticed that the appraiser failed to include a house located on my street ( about XXXX houses away ) that is identical to ours in architecture-same interior and exterior layout and square footage ( a XXXX XXXX ) which sold for {$760000.00} on XX/XX/XXXX. It is evident that the appraiser is inexperienced and unfamiliar with the real estate market in my neighborhood ( XXXX XXXX in XXXX XXXX, XXXX, NY m ) ; the appraisal company used by my mortgage company is located in XXXX. I decided to contacted XXXX XXXX, the company that sold the property for {$760000.00} on my street and they provided a market comparable analysis on my property and the value came back at {$740000.00}. After numerous failed attempts to speak with a representative from Dovenmuelle Mortgages Research department, I decided to pay for an additional independent appraisal, even though this was not requested by the mortgage company. The appraiser from XXXX XXXX XXXX XXXX XXXX determine that the house was worth {$760000.00}. Furthermore, the appraiser reviewed the appraisal done by XXXX XXXX XXXX and provide a rebuttal letter detailing the mistakes made by this company. I submitted the new appraisal along with the rebuttal letter to my mortgage companys Research department in XX/XX/XXXX and I received a final response from the company a few weeks later stating that the value of my home was {$660000.00}. I called the mortgage company and I spoke with the customer service manager who apologized for all of the inconvenience, but she couldnt help as she was not from the research department. I do not understand when and how it was determined that the value of my house increased to {$660000.00} when a new appraisal was never done by my mortgage company. Was this determination based on the independent appraisal and rebuttal letter that I provided? All I want is for a new appraisal to be done by a company that is familiar with the XXXX XXXX/ XXXX XXXX XXXX , but i have not been able to speak with a representative from my mortgage companys research department who would be able to explain the reasons behind their decision and if my request for a new appraisal can be granted.
Company Response: Closed with explanation

Timely Response

2019-06-19

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Dovenmuehle Mortgage Inc. outlined options for us to have PMI removal. One of the options was a new appraisal and proof of some type of significant update. We had a new roof put on ( significant update ) and our home value went up from XXXX to XXXX. Our loan is currently XXXX. The LTV ratio is well below 78 % now but the company REFUSES TO REMOVE THE PMI. They now state it needs to be below 75 % LTV ratio. Again, the original letter stated 78 % and now that the appraisal came back high enough, they have changed the requirements. We are obviously very upset that we spent over {$500.00} on an appraisal and are now refusing to honor the original terms.
Company Response: Closed with explanation

Timely Response

2019-06-12

Finksburg, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Dovenmuehle Mortgage Inc. aka XXXX XXXX XXXX kept claiming that they never received my Loss Mitigation Package Application for Short Sale of property located XXXX XXXX MD XXXX. I have located proof of the faxed confirmation that they did received the paperwork, as it was sent to them multiple times by both realtors that assisted me. XXXX XXXX with XXXX XXXX XXXX, who was with a different realtor company at the time has proof of the paper work sent, and so does XXXX XXXX with XXXX XXXX XXXX XXXX who also submitted the completed Loss Mitigation Package multiple times on my behalf right before I went into the XXXXl for major XXXX and right after. I located the one of the fax confirmation, which proves that Dovenmuehle Mortgage Inc sat on the completed application package each time, and made false statements to you in prior reports. Dovenmuehle has cost me to rack up over {$1800.00} in condo fees due to starting premature foreclosure on the property in XXXX XXXX Maryland in XX/XX/2018, weeks after I was released from the hospital after having XXXX major XXXX. The move time that passes, the more debt has accrued on the property, only hurting me further. All of this was intentionally down by Dovenmuehle Mortgage Inc., and I am not their only victim. Dovenmuehle has a track record of false statements and deception. I have attached my fax confirmation of the very first completed Loss Mitigation paperwork sent over to Dovenmuehle, the two realtors I worked with has proof of the other multiple times the completed Loss Mitigation package was sent. Dovenmuehle kept asking for the same paperwork over and over again, and it was sent many times. Dovenmuehle unethical and untruthful practices has hurt many people, and they need to be held accountable. Please also see the others who have complaints concerning Dovenmuehle Mortgage Inc. https : XXXX XXXX This company needs to be investigated and shut down and order to pay restitution to those they have hurt intentionally. There are other social media sources that such as XXXX and other with reports of Dovenmuehle Mortgage Inc. unethical practices. Dovenmuehle is running a scam and are untrustworthy. State of Maryland XXXX Of The Commissioner and Financial Regulation is investigating Dovenmuehle Mortgage Inc. for all their wrong doing also. You may reached them at XXXX Multiple complaints regarding Dovenmuehle Mortgage Inc. has been reported for years to no avail. Something needs to be done. Thank you.
Company Response: Closed with explanation

Timely Response

2019-06-10

Hudsonville, MI

Trouble during payment process

Mortgage: VA mortgage

Complaint: This past year in XX/XX/2019 my insurance agent presented a new home owners quote, instead of policy through XXXX XXXX. I agreed to make the change in XXXX. The new policy went into effect XX/XX/2019. I received a notice from the insurance company that payment from the mortgage company had not been received. I contacted them last week on XX/XX/2019. And was asked to forward the bill from the insurance company to the mortgage company. I did that, but today, the bill has still not been paid, and i discovered that the mortgage company took out another policy on my home for over double the cost of what I pay per year. I want them to cancel the forced policy, because of an error in accounting. Insurance has been in place without a lapse in coverage. I would like the amount paid to be refunded to us as soon as possible.
Company Response: Closed with explanation

Timely Response

2019-06-07

Houston, TX

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: Got approved for a 2-month forbearance after hurricane Harvey in XX/XX/XXXX. Loan servicer tried to add 10 months to the back of the loans, instead of just the two. They lower my payment by almost one dollar. This was after a 3-month successful trial period, in XX/XX/XXXX. It took them 5 months to resend me the loan modification documents. Collection calls begin in XX/XX/XXXX. Signed revised modification agreement in XXXX XXXX Letters start to arrive in the mail threatening foreclosure in XX/XX/XXXX. After being refuted on their claims, because not a single payment was missed the entire time, except for the forbearance ones, company backs off and stops collection threats. in XX/XX/XXXX, servicer sends another loan agreement for me to sign, and just like the one in XXXX, it adds 10 months to loan. This time, payments are lower, but the numbers are still way off. The financials are very murky and not solved as of XX/XX/XXXX. I have no trust in this companys ability to handle my loan accurately and with integrity. The name of the servicer is XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2019-06-06

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-05

Staten Island, NY

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-05-31

Avondale, MD

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-05-30

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-05-27

Arvada, CO

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: Dovenmuehle Mortgage is essentially stealing my home away from me and the {$12000.00} the insurance company paid them to fix my home. My home suffered significant damage when two hail storms destroyed a large portion of my roof in XXXX. The insurance company paid Dovenmuehle, but they never paid my contractor. I had to pay the contractor out of my own pocket, but did not have the enough money to pay him to finish the work. I was forced to stop making my mortgage payments in XXXX of last year and use the payments to pay the contractor for the damage, while I fought with Dovenmuehle to release the funds the insurance company paid them. Dovenmuehle advised that they will hold onto the money until the damage is repaired, but this is unfair. The contractor is refusing to continue working without pay and my home is sustaining significant water damage and mold issues. Since the time that I fell behind on my mortgage, Dovenmuehle has failed to provide me with any sort of retention option on my home. They have wrongly set a foreclosure sale date on my home for XX/XX/XXXX and they have failed to give me the opportunity to save my home. They have not allowed me to work through any sort of home retention options and are refusing to give me insurance money that I am rightfully entitled to receiving. I have filled out FIVE COMPLETE mortgage assistance packages and have never had a full review for mortgage retention options. I am requesting that someone within your agency reach out to Dovenmuehle Mortgage and get the sale of my home stopped and my mortgage payments back on track. I am a veteran and want to spend the rest of my life in my home, but will be kicked into the streets if I do not get help.
Company Response: Closed with explanation

Timely Response