Consumer complaint received 2021-12-14
Company: Dovenmuehle Mortgage, Inc.
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
The company continues to state incorrect information as to the return of the partial claim documents, theyve failed to explain how the payments Ive made in XXXX have been applied to my account. The payment history only shows the payment amount and payment date. The company has provided the payment history and it does not show where the money has been applied. In the response to my XX/XX/XXXX, the company stated that I never returned the first set of partial claims documents when I called the company over 15 times ( which Ive provided details about in my previous complaint ) advising that Id never received them. What date were the first set mailed out? How come the company didnt advise me of that on one of the many calls I made to the company advising that I had not received the partial claim documents. Were they mailed out before your companys counsel met with my bankruptcy attorney for approval for the partial claim? The company stated in the very next sentence that theyd received my signed and notarized partial claim documents on XX/XX/XXXX ( the first set Id ever received from my attorney via email ). However, the company states the documents had to be drawn up again because of a request I made to move payments in my suspense account to my escrow account? Please provide a breakdown of the difference in the partial claim amount on the old/new documents because the partial claim amount I show on the documents I returned and the new ones drawn up is still $ XXXX. The gazillion reps I spoke to-as documented in my previous complaints never mentioned that new docs were being drawn up. Instead they kept telling me theyd send them to me again and again, or that my attorney had them when I confirmed with my attorney that they did not have the documents and then FINALLY my attorney received them from your attorney which I returned right away and then for almost a month after I returned them ( certified mail ) your loss mitigation team told me to wait for the docs to be processed and that your company was overwhelmed due to COVID-19 Forbearance requests. The second issue is in the response, the company stated that the partial claim amounts includes missed payments for XX/XX/XXXX, XXXX. The payment history theyve provided shows the payments Ive made XX/XX/XXXX thru XX/XX/XXXX. The payment history DOES NOT indicate which month/year the payment was applied to. I made a payment of {$1600.00} in XXXX per the companys payment history. I need a detailed explanation as to why the partial claim amount includes an amount of {$1600.00} for the XX/XX/XXXX payment. Please advise which month my XX/XX/XXXX payment was applied to. The company stated the partial claim amount includes a payment for XX/XX/XXXX. According to the payment history, I made a {$1300.00} payment on XX/XX/XXXX. I need a detailed explanation of what month my XXXX payment was applied to. Per your response, the partial claim amount includes an amount of {$1600.00} for the XX/XX/XXXX payment. In XXXX of XXXX, I made a payment of {$1600.00}, I am requesting a detailed explanation of what month my XXXX payment was applied to because again the partial claim amount includes {$1600.00} for the XX/XX/XXXX missed payment. I am requesting a detailed explanation for each payment made in XXXX, I need to know what month each payment was applied to. If its on the payment history that youve provided, please tell me where to look and how to read. Once again, a simple phone call will do. In the company response dated XX/XX/XXXX, the company stated that when I resumed making payments in XXXX of XXXX that Id made payments on the account which advanced the due date to the point that on XX/XX/XXXX ( when the new partial claim documents were drawn up ( ten months after I ended the Covid19 Forbearance ), the loan was due for XX/XX/XXXX. I did not make any payments to the account XX/XX/XXXX thruXXXX Please provide a detailed breakdown of any payments that you show I made during this period, XX/XX/XXXX thru XX/XX/XXXX, the period I was on the COVID-19 Forbearance, including the name of the bank it came from. I couldnt afford to make payments during that time which is the reason I took the Covid19 forbearance in the first place. I do wish to move forward with the COVID19 partial claim only. However, I need to understand the partial claim amount calculations. Thanks,

Company response to consumer: Closed with explanation