Consumer complaint received 2021-07-27
Company: Dovenmuehle Mortgage, Inc.
State: MO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We sold our home in late XX/XX/XXXX. We had an escrow balance of {$1400.00}. We received a letter from XXXX XXXX/Dovenmuehle clearly stating the amount of the refund and that they would be issuing it. 

Following the sale of our home, we moved our family out of state for a new job. As you can imagine that took up a lot of our time during XXXX and XX/XX/XXXX. In XX/XX/XXXX, I still hadn't received the escrow refund so that's when the phone calls to XXXX/Dovenmuehle started. Between XX/XX/XXXX and XX/XX/XXXX, I've called XXXX/Dovenmuehle at least 7 times with no one providing any clear answers. The most common are, " it's processing '' which it has been since XXXX, or " we're trying to fixture out why it's not able to be delivered, call USPS to see if they can give you any answers '' although they repeated our new address plenty of times and we have our mail routed from our previous address so there's no way it could go end up missing the number of times they have said a check has been sent ( more info on that below ). Moreover, we have the USPS Informed Delivery which tell us exactly which pieces of mail will be in our mailbox that evening and never once has anything from XXXX/Dovenmuehle showed up in the app or in our mailbox. Over this time, I have talked with two supervisors who show zero concern to help in retrieving the funds. My most recent call was yesterday afternoon and the highlights are below : XXXX/Dovenmuehle has stated that the check was initially sent out on XX/XX/XXXX, which we did not receive. On XX/XX/XXXX I placed a call to determine the status of the original check. They stated that since I have not received it and it has not been cashed, that they would re-issue the check. They can not, however, tell me the exact date in which that check went out because it holds the same check number as the one that was sent back on XX/XX/XXXX which is odd to me. If that check with the specific check number went out already, wouldn't they have to re-issue another check with a NEW check number? On XX/XX/XXXX I still had not received the check that was sent on/around XX/XX/XXXX and ANOTHER new check request was made at that time, but again - same story, they can not say difinitively when that check went out because it had the same check number as the last two. I've learned to understand that mail can get lost from time to time, however, three times? That's more than a coincidence, especially since they have our new address so it's not a forwarding problem. 

On XX/XX/XXXX I called again to check on the status - this was the first time I spoke with a supervisor. I made a request to have the funds wired to me due to the issue with receiving a check and the amount of time that has already passed. It is " not in their policy '' to do that so that requires approval. As of yesterday, XX/XX/XXXX, my wire request had still not been viewed or approved - so I continue to wait. 

I was unemployed for 8 months due to the pandemic and we are looking to buy a house shortly in the future. I am desperately asking for help in retrieving the funds that were in my escrow account with XXXX/Dovenmuehle.

Company response to consumer: Closed with explanation