Consumer complaint received 2021-01-15
Company: Dovenmuehle Mortgage, Inc.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I sold a home on XX/XX/XXXX which had the mortgage serviced by Dovenmuehle. On XX/XX/XXXX I was contacted by the person whom had purchase our home that the escrow refund check had delivered to our former address instead of our forwarding address. Since we were located several hours away at the time I called Dovenmuehle on XX/XX/XXXX requesting that they cancel the initial escrow refund and issue a new check to my current location. When that check was never received I called Dovenmuehle again on XX/XX/XXXX requesting that they send a new check and expedite it. During that conversation the customer service representative indicated that they had spoken with supervision and were going to try to expedite the check, although the specifics of what " expedite entailed were not mentioned. By XX/XX/XXXX I had still not received my escrow refund so I once again called Dovenmuehle customer service, the service representative looked at the history and indicated from what he could see the check had not been sent and he was going to send a new one and I should receive it in 3-5 business days. On XX/XX/XXXX, having still not received a refund check I called Dovenmuehle customer service once again, I had to wait to speak to a customer service representative forever and at the point that I concluded my call I had been on the phone for 3 hours. During that conversation the supervisor by the name of XXXX looked into my claim and she could see the history and indicated that it was unacceptable that I had not received my check and rather than holding me on the phone she was going to do some research and send me an email updating me with her findings. I received an email from XXXX later that day simply saying that she could see that a check was sent on XX/XX/XXXX. When I responded to the email inquiring if there was any tracking information available I got an automated response indicating that the email address which XXXX 's email was sent from could not get a email reply and thus I was able to have no further contact with XXXX. I called Dovenmuehle customer service once again on XX/XX/XXXX letting the customer service agent know that yet another week had passed by and I still did not have my escrow refund, that customer service agent indicated that the company has XXXX business days to deliver the check and that the 15th business day would be XX/XX/XXXX so if I had not received it by that date to call back. After the mail was delivered on XX/XX/XXXX and it still did not contain an escrow refund check I called Dovenmuehle customer service once again. This time I was put through to a supervisor named XXXX. I ran XXXX through the series of events and she indicated that she was reaching out to the check issuing department to try to figure out what the holdup was. XXXX indicated that it could take 24-48 hours for her to get feedback from the check issuing department but she would follow-up with me by the end of the day either way letting me know the feedback she received or indicating if she was still awaiting feedback. I asked her to get the check rushed to us and for tracking to be provided and she indicated that she would not make a commitment to the possibility of my request until the check issuing department told her if it was possible. As of the time I write this complaint I am waiting on feedback from XXXX and I am 120 days removed from the sale of my house and still do not have my escrow refund. In the meantime I am trying to purchase another home and the lack of this check is causing problems with my ability to quality for a loan. I have never written an online complaint before but I have also never been so tremendously disappointed and upset with the customer service I have received from an organization.

Company response to consumer: Closed with explanation