Consumer complaint received 2021-08-24
Company: Dovenmuehle Mortgage, Inc.
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I recently noticed that our credit had been negatively impacted by 160 points. I contacted On XXXX XXXX ( mortgagee ) and they have told me that this was processed by Dovenmuehle ( On XXXX XXXX loan Servicer ) as a result of a late mortgage payment in XXXX of 2021 for our property located in XXXX, Colorado. Prior to the XXXX mortgage statement being generated, I had been attempting for 5 months to have the billing address changed on this loan. I used the " change of address '' form located on the back side of each mortgage statement but it was never processed by Dovenmuehle. At one point, a manager from Dovenmuehle told me over the phone that the change of address form didn't actually work since the form had the incorrect PO box associated with it. This manager admitted in a recorded conversation that the department who received the change of address form on the backside of each statement couldn't actually complete the change of address which is why it had not been processed! In order to get the address corrected, I had to have On XXXX XXXX contact Dovenmuehle and demand that they update my address. On XX/XX/2021 the address was corrected and the XXXX mortgage statement was regenerated and sent to the newly corrected billing address. I received the statement at the beginning of XXXX and I sent payment via XXXX on XX/XX/2021 with a check date of XX/XX/2021. Due to delayed mail service during COVID-19, the check was received and cashed by Dovenmuehle on XX/XX/2021. Please note that USPS was extremely delayed during this time frame due to COVID. Since Dovenmuehle has the incorrect billing address and was late to send me the XXXX mortgage statement the due date for this statement should have been 30 days from receipt. Given the timeline outlined in the above paragraph, this would have made the due date XX/XX/2021. Additionally, Dovenmuehle has a 15 day grace period which would have given me until end of day XX/XX/2021. Again, I sent my check on XX/XX/2021 with a check date of XX/XX/2021 and it was cashed by Dovenmuehle on XX/XX/2021. Due to the incorrect billing address on record, which was no fault of mine, as well as delayed mail service during COVID-19, I do not believe that a negative credit impact of 160 points is warranted in this situation. I understand that a mortgage is considered late one day after the due date. Therefore, I'm fine if Dovenmuehle wants to charge me a late fee since technically my payment wasn't received by Dovenmuehle until after the XX/XX/XXXX due date. However, a negative credit impact is not warranted. My wife and I have worked tirelessly to establish excellent credit and it has been negated in one fell swoop by this event. I am requesting that this be reversed by Dovenmuehle. Thank you for your consideration. Regards, XXXX XXXX

Company response to consumer: Closed with explanation