Consumer complaint received 2019-07-02
Company: Dovenmuehle Mortgage, Inc.
State: CA
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: Investigation took more than 30 days

Complaint:
-What is this complaint about? 
When my credit union opted to have a loan servicer take over payment collection, payment history and accuracy was falsely reported and continues to be. ( Ie- phone calls and subsequent false 30 day late issues logged onto both my husband and myself 's credit reports nearly every two weeks, charging us payment collections for a reported " lapsed '' Home owners insurance policy ). However, my homeowners insurance and hazard insurance has always remain balanced and paid in full every year ; this information was provided more than once to a loan servicer and never locked. 

For example, in XX/XX/XXXX, we received a letter stating our homeowners insurance had lapsed and we would have to pay them for their policy. My policy van was current and did not expire until XXXX. Intern, we had sent a copy of our policy and declarations page to the loan servicers fax/email and copied to the credit union. On XX/XX/XXXX, we received a second and final notice, indicating to us that nothing had been received and we are to pay nearly {$10000.00} for a one-month period. This was very obviously incorrect. Again, I contacted all parties with a copy of our current and valid policy that has been valid and maintained as such since the purchase of our home. The credit union also called our homeowners insurance company requesting records. I know this because XXXX XXXX called me to grant permission to supply them with a copy. This is the same information I have provided to them twice ). Over the course of the past 2+ years, we had never once had an issue with any late payment to our credit union, whether it be mortgage, car or credit card. When the new loan servicer took over, this company did not keep correct records, did not process payments on auto draft as promised, and have repeatedly done the same thing several times over. We are definitely not the only ones suffering because of this company, as indicated by the groups of people inside the credit union demanding to speak with the mortgage department as they apparently are having the same issues. In the beginning, this loan servicing company Asked us to be patient while they get their records correct it. Although we were attempting to be understanding, even after they had indicated it was " their fault and they did not process payment accordingly, '' they continued to place negative reports on both of our reports, respectively ). 

This company, Dovenmuele, has been notorious for doing this to do many families, I can not count.

One look at that Yelp reviews, specifically dictate this company is well known for these shenanigans, ultimately severely negatively compacting our credit scores by hundreds of points. I and my husband have carried loans with our credit union since we were both teenagers ( auto, mortgage, credit cards and had NEVER had a late payment ) until Dovenmuele assumed responsibility for our mortgage payment processing. Additionally, there is absolutely no sense in staying we are 30+ days past due in less than a 30-day time period. I have proof of payment/insurance : etc and have the records to prove it. I have completed thier ACH form several times and every time, have had to make a payment with added fee over the phone because Dovenmuele did not processe payment. Even with this, the loan has not been anywhere close to 30 days past due.

This is extremely ridiculous. Dovenmuele are falsely reporting, this is a extremely common complaint. Meanwhile, they are effecting folk 's financial well being? It has come to the point being such a problem, my husband and I would much rather sell our house and purchase a new one just to avoid this company. They have already cost us one refinance due to their false reporting and we are completely and utterly frustrated and upset by there an ethical business practice. If you dont believe us, I challenge you to read a review on this company, or check in With other credit union members. There is a line of people out the door regarding this exact matter every time I walk into the credit union. This is how huge of a problem it has become.

Step 2 : What type of problem are you having?

False reporting effecting or credit Health, excess fees ( I've paid over 10k in one month, thinking I maybe was begging due to a hospital stay back in XXXX. When in fact, this had not been the case at all ). Please help us with getting these false and illegal reports off our credit reports so that we can get away from this awful company?! Is becoming much but this is how they operate with all of their clients. The sheer number of families showing up at the credit union complaining about the same exact thing we have complaints about it is a big red flag. We want to get far away as possible. Its almost as if you from doing by negatively reporting on a mortgage. I am very serious.

Step 3 : What happened?

Please Refer to above Step 4 : What company is this complaint about?

Please Refer to above Step 5 : Who are the people involved?

-Dovenmuele mortgage, Illinois This is the servicer who makes all the errors on behalf of XXXX XXXX XXXX XXXX and is the responsible party for reporting late payments on our credit history, even though they are false. The credit union, when they used to service our own loan, had absolutely no problem with that. That is why, if you look at our payment history on any product we had with the credit union, prior to Dovenmuele, there were absolutely XXXX late payments ( this is going back over 20 years ago? We didn't randomly get irresponsible after 20 years, and right when Dovenmuele took over the servicing. No phone listed ( they'd probably get to many angry complaints ) -XXXX XXXX XXXX XXXX : originator of mortgage XXXX XXXX CA XXXX ( XXXX ) XXXX

Company response to consumer: Closed with explanation