Consumer complaint received 2023-03-03
Company: Dovenmuehle Mortgage, Inc.
State: KY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/XXXX  I called my mortgage company to discuss payment arrangement options. I spoke to a representative in the Loss Mitigation department and they told me they do not offer skip payments but can do a forbearance agreement. She told me that going through the process is super easy and that I had called well enough time to get through the process before the late fee would be assessed to my account on XX/XX/XXXX ( little did I know that was a lie ). She told me that we could skip different amounts of payments and then they would be tacked onto the back end of the loan for us to pay later. Meaning, we wouldn't have to come up with the money from the skipped payments at the end of the forbearance ( also a partial lie ). We decided on 3 months skipped payments and then started the process. She told me that she would mail the docs but that I could do everything online through the portal. So the very next morning, I got started on the portal. I submitted the application, hardship letter, HOA dues information, the 3rd party authorization form, and pay stubs. Everything they said they needed. I found out later that I was missing items. I sent those. I continued to send pay stubs, every time my husband and I got paid as requested. They continued to say they never got them. I called and the people who work the phones would tell me that they saw the documents " coming through '' but not what they were. I told them I named the documents and asked if they could see the name. They said they could and would read it back to me " Pay stub - XXXX - XXXX  ''. Clearly, they knew what was coming through. Then I would wait a week and finally get a notification that I had not sent the missing items. I finally talked to someone on the phone who told me that the portal is not good and only half of the documents that go to that portal actually show up on their end and that I should email everything. So I did. I emailed everything. From the beginning. So that they would 100 % have it. Meanwhile, I had been tracking everything on the portal and there were stars next to each document/milestone that needed to be completed to be passed on for a " workout ''. This is where the loss mitigation rep would review everything to see if you even qualify. All of this and I didn't even get past the application! I was a paralegal for years and am very meticulous. I sent every single document they requested almost immediately upon receiving the request. If I could not, they never waited longer than 12 hours for me to submit what was " missing ''. Okay, so back to the stars. These stars would be empty and fill in with gold half way and the fully based on whether or not you had completed that document/milestone. At one point, all stars were filled in. There is a star for the application, the HOA documents, pay stubs, etc. All of these stars were filled in for me except for the pay stubs which remained at half full because " we have to build the story of your income before your application can be passed on to the rep for a workout ''. Then, on XX/XX/XXXX  I see that they have uploaded a document to the portal saying " Package Denial ''. I had been submitting documents immediately and calling them twice per week as they requested I do to check in and out of the blue it says denial. So I called. The lady assured me that my file was still open and they needed pay stubs. So I sent the dang pay stubs. AGAIN. After XXXX I followed up. All of the information in the portal was gone. There was nothing there for me to see. I could no longer see the documents I submitted. The place for me to follow along with the stars for progress now was blank and said " let 's get started '' on a button for me to click to get started from the beginning with my assistance application. I went round and round with them about the portal and my access and finally got it back. Only at that time, I was informed that the application was coming close to being out of date ( signatures only last 3 months ) and I would have to resubmit. They kept assuring me that I just needed to send pay stubs. In the meantime, I have called them and called them and called them to see what is needed. I spoke to one person that said they have everything they need. One hour later I called again and spoke to someone who said that they need HOA documents again. An hour later I called back and spoke to someone who said they needed something else. This day I decided I was going to call every hour on the hour until someone let me speak to a supervisor. No one would ever talk to me and told me that I wouldn't be able to get any answers from a supervisor. My point in wanting to talk to someone was so that I could understand what they actually need because the portal is inaccurate and unreliable, the people I'm talking with are unreliable, and I just NEED HELP so I don't lose my HOME. No one would ever call me and still haven't to this day. It is now XX/XX/XXXX and I started the " quick " process on XX/XX/XXXX. Not long after all of this calling, I got an update that I needed to start over. They need a new application. They need a new hardship letter. They need new everything. NEW EVERYTHING. What the actual heck???? This entire system is made and designed for people to give up. Absolutely, 100 % give up. I have never had more trouble actually getting assistance from anyone in my life. The sad part is, they have won. I can not continue to put myself through this with them. So they win. They may also win my house and keep some XXXX people in business and in their jobs because I truly can not put up with these people. This company is absolutely absurd and something needs to be done. There is no way that JUST the application process should take longer than 4 months. It's just honestly not even believable.

Company response to consumer: Closed with explanation