Consumer complaint received 2018-08-29
Company: Dovenmuehle Mortgage, Inc.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

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 to consumer: Closed with explanation