Consumer complaint received 2018-02-17
Company: Dovenmuehle Mortgage, Inc.
State: IL
Product: Mortgage
Sub-product: VA mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
Request I am writing to request that the late payments reported by Dovenmuehle be removed from my credit report and to highlight Dovenmuehles poor processes and behavior that ( 1 ) led to the missed payment report and ( 2 ) prevented me from resolving the issue with Dovenmuehle itself.

Summary Dovenmuehle failed to properly notify me that they cancelled my online recurring payments. Instead, I was notified of a payment issue for the first time on XX/XX/18 by XXXX XXXX because Dovenmuehle reported my account as delinquent to the credit bureaus.

Dovenmuehle claims they mailed me a letter stating my accounts were delinquent. I did not receive that letter. Dovenmuehle did not notify me that they ceased recurring payments by phone or email.

I immediately called Dovenmuehle to resolve the payment and credit report issue. I was repeatedly harassed, intimidated, and threatened by Dovenmuehle agents as I tried to do so.

Attempts to Resolve Issues with Dovenmuehle Attempt 1 : Phone Call with Collections Agent, XXXX, Saturday, XX/XX/18, XXXXXXXX XXXX   CST, 10 minutes. 

During this conversation I was told that I couldnt resolve the missed payment and credit report issue together until Monday. I stated that I would wait until Monday to resolve both issues together. The agent then stated that if I didnt make the payment with him immediately he would report that I made no promise to make the payment in the future. 

I believed he was trying to scare me by threatening me with legal action/foreclosure if I did not pay immediately. I subsequently asked him if our conversation was recorded so that I would have proof that I did not say that. After this question the agent stated that he was changing his report. 

Attempt 2 : Phone Call with Customer Service Supervisor, XXXX, Monday, XX/XX/18, XXXXXXXX XXXX  CST, 25 minutes. 

I was told that Dovenmuehle would not resolve my credit report issue unless I mailed them a letter. The representative stated the issue could not be addressed by phone, by email, through the website, or any transparent processes.

Dovenmuehle could give me no guidance on what the letter needed to prove, what the timeline was, who would oversee it, or any information that made me believe the letter would be considered. Instead, their lack of transparency led me to believe this was an attempt to ignore my concerns. 

Attempt 3 : Phone Call with Customer Service Supervisor, XXXX, Tuesday, XX/XX/18, XXXX XXXX CST, 21 minutes. 

I explained during this conversation that if the company would not make me a promise to address this situation with the credit bureaus that I would dispute the claim with all credit bureaus and file complaints to the XXXX XXXX XXXX   and XXXX XXXX XXXX XXXX. The supervisor subsequently told me that my complaint would be forwarded to a senior manager and that I would get a response to the credit bureau situation within 48 hours. No one followed up.

Company response to consumer: Closed with explanation