Consumer complaint received 2021-04-20
Company: Dovenmuehle Mortgage, Inc.
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have recently paid an alleged default of {$4600.00} which Dovenmuehle allege I owe them for missed payments - which I have not - I have attached a summary of my contacts with Dovenmuehle over the last year. My wife and I have decided to pay the amount which we can not afford because of worry about what they will do next. I am dismayed at the treatment we have received from Dovenmuehle in the course of the last year when we have been adversely affected by the pandemic. To their benefit they granted a forbearance period to XX/XX/XXXX but since then the quality of their service and management of my loan can only be described as chaotic causing us distress and upset. 
Please note the following comment which I delivered to Dovenmuehle by way of the secure messaging service on XX/XX/XXXX there is detailed evidence of numerous contacts with the company within their examine secure messaging system -I fully expect you to be shocked and disappointed at the service they have offered in response. I enclose a summary of the events we have suffered at the hands of the company again I would think that you also will be dismayed. 

I am currently in the process of being considered for a Loan Modification Plan concerning my outstanding payments for XX/XX/XXXX, XXXX and XX/XX/XXXX - on phoning the Loss Mitigation Dept on XX/XX/XXXX and speaking to a staff member ID XXXX I have confirmed this request is still pending. 

In agreement with their staff member XXXX on XX/XX/XXXX I paid my mortgage payments for XX/XX/XXXX and XX/XX/XXXX - confirmation numbers XXXX ( {$2500.00} ) and XXXX ( {$2200.00} ). I have also recently paid my mortgage payment of {$2200.00} for the XX/XX/XXXX payment. 

On XXXX XX/XX/XXXX I received a Notice of Default and Cure Letter from your Collection Dept claiming that I had not paid the above payments - which as I have. I note that this letter is dated the following day XX/XX/XXXX after I spoke to XXXX on XX/XX/XXXX as detailed in the previous paragraph. 

On phoning the Collections Department XX/XX/XXXX I was informed that the XXXX and XX/XX/XXXX payments were outstanding but the staff member could see the payments referred to above - it appears that these payments have been allocated to the period which is currently under consideration by the Loan Modification team. 
On XX/XX/XXXX the staff member ID - XXXX of the Loan Mitigation Team informed me that I should ignore the Default and Cure Letter as I am protected under the Loan Modification process - I am less than convinced about this protection hence my contact with your organisation. I will continue to pay my monthly mortgage - next payment due XXXX XX/XX/XXXX - but have asked Dovenmuehle to correct their records to show that I have paid XXXX, XXXX & XX/XX/XXXX payments. 
Finally, I have repeatedly asked their staff in my various phone calls to lift the suspension of the facility to create an automatic payment schedule but to this date I am still unable to instigate this. 
I have lettered Dovenmuehle by registered post this date reflecting the contents of this correspondence to you.

Company response to consumer: Closed with explanation