Consumer complaint received 2021-03-01
Company: Dovenmuehle Mortgage, Inc.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Dovenmuehle Mortgage force placed insurance on my property after I had submitted proof of insurance to them twice. {$3200.00} was taken out of my escrow account to pay for the unneeded insurance days before my loan was service transferred. I have been in contact with the customer service department, insurance department, and research department over the last XXXX months to try to get this money refunded. I have also sent Notice of Error letters via email and XXXX and have not received any type of response from the company. 

I have tried to resolve this as follows : XXXX and XX/XX/2020 ( before force purchase ) - Submitted a copy of my insurance policy ( via XXXX and via XXXX XXXX XX/XX/XXXX XXXX I received a notice that insurance had been purchased on my behalf. I called XXXX and was told insurance was not force purchased before my loan was service transferred and that the notice was incorrect. 

XX/XX/XXXX XXXX My escrow account at the new service provider was negative. I called the new provider and they explained that XXXX had in fact purchased the insurance before transferring my account. The cost was {$3200.00} XX/XX/XXXX XXXX I called the XXXX insurance department and spoke with XXXX who said she was making a research request and that the insurance should not have been purchased. She discovered that the policy I had submitted was miscategorized in their system as 'miscellaneous ' insurance rather than flood insurance. She recommended that I follow up with this request on or after XX/XX/XXXX to request status of reimbursement. 

XX/XX/XXXX XXXX I called to request status of escrow reimbursement because I have not heard anything from XXXX XXXX I spoke with XXXX, a supervisor, who advised that my reimbursement would be complete in XXXX business days, that I would be sent a letter and the funds would be sent to XXXX XXXX the new servicer ). I sent XXXX another copy of the policy after this conversation. 

XX/XX/XXXX XXXX I haven't received a letter or funds from XXXX XXXX I called and spoke with XXXX again who disconnected after XXXX minutes. Called back and spoke with XXXX, another supervisor in the insurance department, who said she was going to escalate my request so that it would be handled more quickly. She took my phone number and email address and said I would be contacted within XXXX business days by a member of the acceleration team. 

XX/XX/XXXX XXXX I never received a call from the acceleration team, so I followed up with a phone call. XXXX told me there was 'nothing that could be done ', she transferred me the voicemail of the head of insurance department, XXXX XXXX XXXX I left a voicemail with XXXX XXXX. I also sent him an email outlining the error on the same day. 

XX/XX/XXXX XXXX I never received a response to my voicemail or email so I sent a Notice of Error letter to Dovenmuehle via XXXX mail. 

XX/XX/XXXX XXXX I never received a response to my Notice of Error letter so I called and spoke with a supervisor in the Customer Service department named Precious. Precious had record of my email sent on XX/XX/XXXX, but could not find my XXXX mail XXXX. She requested that I resend the letter via email, so I did. She said she would call me back later on the XXXX or on XX/XX/XXXX at the latest. I never received a call back.

Company response to consumer: Closed with explanation