Dovenmuehle Mortgage, Inc

2018-09-17

Oviedo, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-09-14

MI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Purchased condo XX/XX/XXXX for {$220000.00}. Initial Mortgage : {$210000.00}. 80 % XXXX {$170000.00} XXXX - principal down to {$170000.00} as of XX/XX/XXXX. 78 % XXXX {$170000.00} XXXX - principal down to {$170000.00} as of XX/XX/XXXX. Current Principal Balance : {$170000.00} as of XX/XX/XXXX I contacted Dovenmuehle Mortgage after making the large payment XXXX {$35000.00} XXXX, which was credited to the account on XX/XX/XXXX. I was below the 80 %. I was told I would need to pay for an appraisal before the PMI would be taken off. I was recently told the appraisal completed as part of the purchase of the condo was to be good for 3 months. As of XX/XX/XXXX, the mortgage principal reduced to {$170000.00} which is below 78 % of the original value of the condo. I have been current on my payments. Dovenmuehle Mortgage continues to charge me the {$72.00} per month for the PMI. I contacted Dovenmuehle Mortgage Co on XX/XX/XXXX, they will not cancel the PMI until I pay the appraisal fee ( {$420.00} ). They want confirmation the value of the condo has not reduced. In the last 6 months I put in close to {$100000.00} in renovations. You better believe the value is more than {$220000.00}. Based on federal law, the servicer must automatically terminate PMI on the date when the principal balance is scheduled to reach 78 % of the original value of the home, which was XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-09-13

D Hanis, TX

Trouble during payment process

Mortgage: VA mortgage

Complaint: I have been XXXX and my ex wife was awarded this loan in the divorce. I assumed she had been paying this on time and she fell behind while I was gone. I am now trying to relocate due to my transfer and purchase a home here. I am in dire need of having the last 2 lates removed off my credit report so I can close on a new loan ASAP. Please remove these lates from my credit report.
Company Response: Closed with explanation

Timely Response

2018-09-11

Winter Park, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-09-10

Groton, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-29

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I bought my house in XX/XX/XXXX of last year ( XX/XX/XXXX). My mortgage company is Dovenmuele Mortgage ( IL ). My homeowner 's insurance was up for renewal and I have an escrow which should be paying insurance and taxes. I received my regular notification from my insurance company advising me that they had billed my escrow. I received this on XX/XX/XXXX. On XX/XX/XXXX ( 9 days overdue ), I received a letter from Dovenmuele Mortgage stating, ''Our records show that your homeowners insurance has expired. We do not have evidence that you have obtained new coverage ... '' I contacted them the same day. They advised that they never received an invoice so they never paid it. I asked why they would send me a letter stating they WERE AWARE my policy expired, yet didnt reach out to my insurance company. They told me that they cant reach out to the company. I then asked why they didnt call me or try to reach me in a more timely manner. They said that they only pay the policy when they receive an invoice, and its not policy to investigate when they dont receive an invoice. So, they know that theres a problem, yet they refuse to reach out to anyone to fix it. They also told me that they service millions of mortgages and dont have time to ensure that everything is getting paid. I had to call my insurance company directly to facilitate a new invoice being rushed to Dovenmuele. I also requested once they wrote the check that it be overnighted. I called back the next week. They advised me that they had mailed the check but not overnighted it. My insurance company kept confirming for me that they had not received it. As of XX/XX/XXXX, the policy had still not been paid. They then made me wait an additional 5 days to research the check before they would cancel it, reissue another check and overnight it. I was forced to call my insurance company and pay my policy via a credit card. At the point I paid ( XX/XX/XXXX ), my policy had been in cancellation for 38 days ( in the middle of hurricane season ). I was told by my agent as well as people at my insurance company that I had no coverage until it was paid. They told me, Its a gray area. Now, all I want to do is close my escrow and handle my insurance and taxes myself. I just want to avoid this happening in the future, since my policy conveniently renews in the middle of hurricane season. Dovenmuele advised me that due to their policy, they cant close my escrow because I havent been with them for two years. They told me I can dispute it and request and exception but they told me it most likely wouldnt be possible. They gave me an email address for the research department. They told me that this department does not accept phone calls. I have reached out to this company numerous times in the past via email and never got a response. I would appreciate any help in this manner. Dovenmuele has been unresponsive and unwilling to help me with any of the problems or concerns I have had in the past and I dont expect different this time. Thanks, Sincerely, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-08-27

South Florida, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My problem I am trying to take off the PMI. I purchase my house on XX/XX/2011 for XXXX. Today the value of the house is XXXX. We paid almost 6 years and I resquested to the bank to remove the PMI they said only when my debit get XXXX I have to pay 4 years more.To get off the PMI even if the value of the house and together with monthly payment I make is more than the 20 % they don want remove the PMI.
Company Response: Closed with explanation

Timely Response

2018-08-26

Winter Park, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-25

Finksburg, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: As of today, I am only one month behind on my mortgage payment for my condo located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX Maryland XXXX. It is currently up for sale and I have already moved. The condo was purchased prior to the housing market crash, so I owe more on it than it is worth. I can not wait to get rid of it. My concern is that the mortgage company Dovenmuehle Mortgage , Inc. has not been posting payments sent to them, and have not even cashed a couple of of checks I have sent them. Dovenmuehle Mortgage Inc ( DMI ) claimed not to have received a cashiers check I sent them from my credit union, but I have proof that they did receive it from my credit union, which I will attach. I also sent them a check from my XXXX XXXX Checking account, check number XXXX dated XX/XX/2018, which still remains outstanding/not cashed. These are a few of the problems that I have reported previously about this company. This is very serious, and this company needs to be investigated and shut down. The statements that they have sent to me are hardly ever accurate. Something needs to be done and action needs to be taken on Dovenmuehle. Dovenmuehle is making it difficult for me to get rid of the underwater condo, that I still must pay a condo fee on every month plus utilities, which if costing me even more money I simply do not have, well at least until I can get this condo sold via a short sale.
Company Response: Closed with explanation

Timely Response

2018-08-24

Wesley Chapel, FL

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-08-17

Babylon, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-16

Cranberry Township, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-16

New Market, AL

Struggling to pay mortgage

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-08-15

Bellerose Terrace, NY

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-14

Chula Vista, CA

Trouble during payment process

Mortgage: VA mortgage

Complaint: My mortgage servicer, Dovenmuele Mortgage, failed to pay my property taxes to the XXXX XXXX Treasurer/Tax Collector on my behalf from my escrow account, resulting in my property taxes going into default. I have been calling every few days, but they have been unable to show me that they are working to resolve the issue sufficiently. I am currently in the process of selling my home, and their mismanagement has resulted in the sale being delayed.
Company Response: Closed with explanation

Timely Response

2018-08-13

Brighton, MO

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-11

VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: First, I want to apologize, but since our specific issue did not fit within the confines of the choices given, I chose the closest thing - but to be clear, our issue is not with a payment concern, but with eliminating PMI. I understand that based on the Homeowners Protection Act that was signed into law in XXXX, the borrower has some protection against a PMI company being difficult about cancelling PMI, once it is no longer necessary ; however, everything I find is too vague for me to be sure in regards to my specific circumstances as " Loan Modification '' is referenced, but it is not conclusive. I went to great effort with our lender prior to applying for our loan to establish clarity with specific answers to " IF '' we would be charged PMI after recasting the new loan within the first few months following closing. I explained that initially, we needed to obtain a 90 % LTV and that we planned to very quickly sell and close on our home and then RECAST the proceeds to substantially reduce the payment and to reduce the LTV to below 70 %. My singular desire was to ensure that the PMI would be eliminated at that point. After MANY inquiries via emails ( which I kept ) I was eventually told there is NO written rule on this, but that it should be no problem and I was invited to use another lender if that answer was not satisfactory. XXXX 's rates were good and I was running out of time and options, so we proceeded and closed on XX/XX/XXXX. As I suspected, I was able to sell our home quickly and since XXXX, we have been trying to process a recast to include the elimination of PMI. Though we still have none of the paperwork to confirm it, we have been told over the phone, that the Loan Modification we processed with our {$100000.00} lump principal payment will be reflected with a reduced payment as of XXXX, but the PMI will NOT go away without additional effort to specifically request it be eliminated and the payment of {$450.00} for another appraisal, even though they just had one provided during the origination, less than 6 months ago. Ultimately, what I need your guidance about is simply this - can a bank, who just had their appraiser validate the value of a property through an appraisal process for which the borrower paid, force that borrower to pay for another appraisal, less than 6 months later to reconfirm the previously stated value - especially when the LTV is below 70 % based on the value that was so recently confirmed? Is there no law against making this so difficult when it is mathematically and logically obvious that the value is already established based on the recent appraisal and the substantially reduced new loan balance? We paid {$430000.00} and paid for an appraised in XX/XX/XXXX that came out at {$440000.00} - we put 10 % down and since XXXX, we have been trying to recast with a lump sum of {$100000.00} for the specific purpose of reducing payment and eliminating the PMI. I assume the issue is with the new Servicer, who I was advised is now Dovenmuehle Mortgage, a private label subservicer, who seems to make it extremely difficult to communicate, does not respond to secure messages on their website and seems to take every opportunity to delay every process. Dovenmuehle 's Special Loan Department advised they do not know anything about their Escrow Department and could never transfer me or tell me the name of anyone in that department - as if they are separate companies. I finally spoke to a representative in the Escrow department and I was sent form letters about the eliminating PMI based on the law, which I understand, but my point is in regards to the appraisal for which they insist I pay {$470.00}, so they can determine if I am eligible - to spite the obviousness. All communications with XXXX XXXX now reflect Dovenmuehle 's address of XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX , IL XXXX ' rather than the Kansas address , so I am not sure who my issue is with ... XXXX or Dovenmuehle? Is there no law about how long an appraisal is valid? Is there no actionable rule that dictates making a borrower pay for another appraisal so quickly after the initial appraisal? I have auto payments and have never missed a payment and since the loan is only a few months old, I requested consideration to eliminate the requirement to re-appraise, but every response is only a form letter with the standard requirements. So that is it, I want to request an exception to the appraisal rule based on the fact that mathematically and logically, the recent original appraisal indicates the LTV will be well below any level of risk, even if only the sale price instead of the higher appraised value is considered.
Company Response: Closed with explanation

Timely Response

2018-08-09

NH

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I purchased my home in XXXX of XXXX. XX/XX/XXXX, I filed for a loan modification due to the fact my husband was unemployed as of XXXX, XXXX. I submitted all the required forms. No action was taken and my payments actually went up. They state they never received this. Since that time, I have tried working with this company while my husband had temporary jobs. I have called several times to make a payment or partial payment, with the rest payed on my payday. I was told that I needed to pay the full amount due right then. When I was told to use a bank check, they would send the check back to me weeks later and tell me that the total amount was due. At the present time, I had sent two bank checks totally about {$4000.00} to them, which they tell me they never received, but sent back two monthly payments, one before these checks and one after. They have left notices on my door as well as having someone taking pictures late at night of my house and vehicles. They are unwilling to work with me in any way. I have XXXX children and have tried working with them for several years. I would like to find another mortgage company, but they have ruined my credit, making that impossible.
Company Response: Closed with explanation

Timely Response

2018-08-08

SC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX XXXX Bank took {$680.00} out of my escrow account to take out a flood insurance policy with XXXX. XXXX Bank has had a copy of my Flood Insurance policy with XXXX since they purchased my loan from XXXX XXXX XXXX in XXXX of XXXX. I have submitted copies of the flood insurance policy sent several messages and called the customer service number. Through the online messages, calls and letters I was informed that XXXX refunded the {$680.00} to XXXX Bank, but XXXX Bank accidently funded another customer 's account my money. Last they responded they were expecting to have the money in my account by the end of XXXX. The {$680.00} has not been refunded. It is now XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-07-31

Bellaire, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: As a result of damage incurred during Hurricane Harvey, Dovenmuehle Mortgage extended me 90-day Forbearance Assistance for the months of XXXX, XXXX, and XX/XX/XXXX. I accepted Forbearance Assistance applicable to loan # XXXX ( acknowledgement from XX/XX/XXXX attached ). I resumed my normal payments as instructed after the forbearance period in XX/XX/XXXX per the attached mortgage statement. My payments dated XXXX, and XX/XX/XXXX intended for XXXX, XXXX, and XX/XX/XXXX were incorrectly applied to my account for the forbearance period ( XXXX, XXXX, and XX/XX/XXXX ). This error by Dovenmuehle resulted in false 30 day and 60 day late payments that were reported to XXXX, XXXX, and XXXX for XXXX and XX/XX/XXXX, and XX/XX/XXXX ( attached credit report ). I have contacted Dovenmuehle numerous times by phone to no avail, and have submitted request to fix the error in writing on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. This error has yet to be resolved and effecting my ability to obtain a new home loan. There are a staggering number of similar complaints against Dovenmuehle Mortagage , Inc, and I am in need of assistance from The CFPB to resolve. Thank you.
Company Response: Closed with explanation

Timely Response

2018-07-29

Warrenton, VA

Trouble during payment process

Mortgage: VA mortgage

Complaint: The mortgage loaner Dovenmuehle hasn't reimburse me the 2017 Real Estate Property Taxes over payments for the amount of {$1200.00} as describe in the RESPA Page 21 title Shortages, Surpluses, and Deficiency Requirements 12 CFR 1024.17 ( f ) The servicer shall conduct an annual escrow account analysis to determine whether a surplus, shortage, or deficiency exists as defined under 12 CFR 1024.17 ( b ). If the escrow account analysis discloses a surplus, the servicer shall, within 30 days from the date of the analysis, refund the surplus to the borrower if the surplus is greater than or equal to {$50.00}. If the surplus is less than {$50.00}, the servicer may refund such amount to the borrower, or credit such amount against the next years escrow payments. These provisions apply as long as the borrowers mortgage payment is current at the time of the escrow account analysis.
Company Response: Closed with explanation

Timely Response

2018-07-25

Hudson, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-24

Patterson, MD

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XX/XX/2018, I filed complaint # XXXX with the Consumer Financial Protection Bureau. This matter was resolved by Dovenmuehle Mortgage Inc on XX/XX/2018. I was told via letter that all late charges associated with my account were waived and that my account was up-to-date. I also received a phone call from a representative from Dovenmuehle Mortgage Inc.that stated that my account was no longer past due. Soon after, the harassing phone calls resumed and I was being told that I missed the monthly payments. I waited to file this complaint because I thought that their system would need some time to update my account based on the " resolution '' of my last complaint, however, the matter has not been resolved. According to the recent letter sent to me by mail on XX/XX/18, I am being accused of having a back balance of {$1600.00} for missed mortgage payments for XX/XX/XXXX and XX/XX/2018 including {$230.00} for attorney and late fees. As of XX/XX/2018, Dovenmuehle Mortgage Inc. has cashed 8 checks from me this year via XXXX XXXX XXXX. Those amounts include {$670.00} on XX/XX/18, {$670.00} on XX/XX/18, {$670.00} on XX/XX/18, {$670.00} on XX/XX/18, {$700.00} on XX/XX/18, {$680.00} on XX/XX/18, {$680.00} on XX/XX/18, and {$700.00} on XX/XX/18. I am not missing any mortgage payments and have proof from XXXX XXXX XXXX stating that Dovenmuehle Mortgage Inc. cashed 8 mortgages checks from me for XX/XX/2018 thus far.
Company Response: Closed with explanation

Timely Response

2018-07-23

Cape Coral, FL

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-07-23

Everett, WA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response