Consumer complaint received 2020-09-16
Company: Dovenmuehle Mortgage, Inc.
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
What happened. 
Most of the following accounts of payments, invoices, ledgers, correspondences online, letters and statements received and are substantiated by documents in the attachments : XXXX XXXXletter with receipts of property tax paid requesting refund of overage in escrow account Called several times to verify receipt of letter. Third call XX/XX/XXXX was told it was just being scanned in today. 
XXXX called and wrote online secure messages XXXX and XX/XX/XXXX. And XX/XX/XXXX # 1 and # 2 no answers asked to file complaint that no one answered my letters. I was told I had to write a letter to complain. 
XX/XX/XXXX received letter re : escrow account closure- no mention of new payment amount until XX/XX/XXXX a new letter said new payment : {$1700.00}. 
Received statement XX/XX/XXXX DATED XX/XX/XXXX, stating new payment now would be back to {$2000.00}. 
I sent that payment of {$2000.00}, check # XXXX WITH Letter dated XX/XX/XXXX sent XXXX -signature required -receipt verified with complaint re escrow account and changing payment amount to apparently re-open escrow account. Check was received & not processed until XXXX. 
Received refund of escrow overage approximately XXXX XX/XX/XXXX on web ledger. 
Received refund of remaining escrow funds approx. XXXX on web ledger XX/XX/XXXX. 
XX/XX/XXXX old auto pay ( which had never functioned ) debited my check account for the XXXX payment of {$2000.00} Mortgage company was in possession of my payment. 
XX/XX/XXXX, I received an email from XXXX XXXX ( research ) explaining poorly why they never addressed the overage in my escrow account after scanning my letter in XXXX. It claimed they didnt answer my letter in XXXX because they knew they would be doing an escrow analysis in XXXX. 
XX/XX/XXXX approximately, I called customer service for a refund of the incorrect debit of {$2000.00} on XX/XX/XXXX. Agent said debit could not be reversed, I would receive a check in 2-3 weeks ( by XX/XX/XXXX ) XX/XX/XXXX, I sent a check for {$1700.00} for the XXXX payment to the statement payment stub address ( XXXX XXXX XXXX, XXXX, TX XXXX. I was later told mortgage company never received the letter ; only robots post payments at that address ; no people are there. Who would have guessed? 

RE : refund check -- -phone calls to customer service : call # 1 : check to be sent soon, # 2 : note to send check, but it hadnt gone out. Call # 3 : approximately XX/XX/XXXX there is no record on your account of a check to be " sent out. 
I spoke with a supervisor at some point. He helpfully stated he could see the problem and set about to fix it. Our phone call was disconnected ; he did not call back. I received no resolution or information in writing. 
XX/XX/XXXX, received letter from mortgage co explaining re-opening of escrow account ( the system inadvertently entered the escrow funds back to my account. ) I was next due for a payment on XX/XX/XXXX. 
XX/XX/XXXX, I initiated a long form reversal of the unauthorized and illegal debit of my checking acct XX/XX/XXXX as the statute of limitations was expiring and I had been told no check would be sent. 
Received notice of bad check charge for {$20.00}, a thank you letter for paying {$20.00} which I had not done. The mystery charge appeared later, embedded as a debit of my escrow account. 
Contested the bad check charge on online secure message -- -no response. 
Received refund of escrow balance of {$730.00}. 
AFTER I received this refund check, I initiated a bank payment specifically to the Escrow account since I had received those fund from my reversal. Check amount was {$360.00}. 
Check was only posted as XXXX and NOT to escrow account. 
Received call from collection department stating I was two months past due. I have paid ALL payments on time except in XXXX when I tried to set up auto-pay because I would be traveling. The auto pay did not work so I was called XX/XX/XXXX and paid on phone. After that time I paid one month in advance for the next few months. The auto-pay never activated. 
XX/XX/XXXX without notice, I received check in the mail : Check # XXXX for {$2000.00} Memo : disbursement clearing account Called customer service and was told 3 different answers by 3 agents. # 1 : Dovenmuehle can not void check. # 2 I can not return the check. # 3 The check is no good anyway since I did the reversal. 
XX/XX/XXXX, I received two statements ; one dated XX/XX/XXXX DELINQUENCY NOTICE stating XXXX and XXXX payments were UNPAID for {$2000.00} each month. It itemized the bad check fee on the back side. 
XX/XX/XXXX, I returned mortgage company 's check # XXXX with letter see copy and fedex verification. 
Subsequent statements show next payment due one month earlier than correct. I show the month on all checks. I am currently having to pay by the XXXX for the following month. Mortgage company is considering that as a payment for the previous month without engaging a late fee because it is paid by the XXXX. 
None of my correspondence, emails, calls, or secure messages have been answered except the letter stating the escrow overage had not been refunded because they were planning to do an escrow analysis 4 months later, and later a letter stating the escrow account was inadvertently reopened by the system. 

I apologize for the length and complicated details. There have been many discrepancies along with lack of communication. I appreciate the opportunity to bring this situation to light.

Company response to consumer: Closed with explanation