Consumer complaint received 2021-03-10
Company: Dovenmuehle Mortgage, Inc.
State: NC
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
In XXXX a insurance company tried to start a homeowners policy in my name! I immediately cancel the policy and told them To cease and desist that I had a policy already in place! They did and they sent a cancellation notice to my mortgage company! On XX/XX/2020 I contacted the mortgage company and informed them not to pay this policy! They stated that they received the cancellation notice and that they would note my account that it was a fraudulent policy. They also explained that under no circumstances would they ever pay out on a policy without written confirmation from me. On XX/XX/2020 a representative of the bank contacted the insurance company and was told by the insurance company that the policy was cancelled and not active. The representative still paid {$620.00} out of my escrow to this company leaving me with a negative escrow account. On XX/XX/XXXX I became aware of this and repaid my escrow. The money however went towards a payment and had to be redistributed to my escrow after once again I caught the error. I asked for an investigation. A investigation typically takes 15 days! 60 days later it was still not done. I repeatedly called and asked for updates and a status on the investigation. During this time my escrow analysis was done and it clearly shows the {$620.00} was included in the analysis and was still showing as a negative! This left me with a escrow shortage of {$510.00}. XXXX XXXX finally sent me a letter about the investigation. After 60 days all it said was we paid out the {$620.00} and the funds were replaced in XX/XX/2020. It said any questions to call XXXX XXXX. I contacted her immediately and expressed my disgust with the response. I already knew that they paid out and the money was replaced the investigation was to show how and why this happened! She had XXXX XXXX call me! He fully admitted that he purposely left out the key details of the investigation. After my insistence he resent a letter admitting that they had the cancellation notice, that they had record of my phone call explaining that the policy was fraud that they had no written authorization from me, which he tried to blame on covid, and that there representative still paid out after being told the policy was cancelled leaving me with a negative escrow! He lied and was purposely deceptive in his original response. I then told him about my escrow analysis he had XXXX XXXX call me. She was immediately hostile towards me and even admitted that she didnt fully understand escrow and that shes would have a escrow expert call me! The one so called expert XXXX called me days later and was immediately screaming at me on the phone to the point I had to hang up on her. She kept saying the analysis was done and there was nothing she was going to do. She refused to answer my questions and explain why there were so many discrepancies. After weeks of trying to get someone to call me about this I called the executive office and XXXX XXXX once again called me. She said she was connecting me with a escrow expert XXXX XXXX. I did not know that XXXX was still on the phone and when I was explaining the situation to XXXX is when XXXX chimed in with her analysis of the escrow. Again shes not the expert and did not say she was still on the call. XXXX and XXXX both agreed to redo the analysis without the {$620.00}. I was told it would take a week. They agreed to call me and go over it then. I requested all copies of my prior escrow analysis. XXXX said she couldnt mail them to me due to poor weather however she did mail out the same day her interpretation of the analysis with XXXX XXXX signature. He was not involved in any of our conversation and as far as I was concerned we were still waiting to have all the info and go over it in our phone call scheduled for the following week. When XXXX and XXXX called me the following Tuesday they both told me that I was not allowed to speak or ask any questions! The phone call was simply to tell me that no further action was going to take place and that they refused to redo the analysis. XXXX especially was yelling at me and refused to allow me to ask any questions regarding my escrow and again reiterated that I was not allowed to speak. She then hung up on me They both have since ghosted me! Everytime I call the bank they refuse to take my calls or service my account. I have a lot of questions about the analysis and how my money is being applied. They refuse to answer. I finally spoke to a representative named XXXX who said that he would have the escrow redone and call me in a week. I never heard from him again. Like me or not there representative can not refuse to speak with me or service my account. There are major discrepancies with my escrow and how the money is being applied. XXXX XXXX is a proven liar who purposely omitted facts from his investigation. XXXX XXXX has no right or business to tell me Im not allowed to speak or ask questions and has stonewalled me from getting answers. XXXX XXXX also has refused to give me any contact information or answer any questions regarding my escrow and has also told me Im not allowed to speak to her only to listen. XXXX never followed though and the bank refused to service my account

Company response to consumer: Closed with explanation