Consumer complaint received 2021-09-20
Company: Dovenmuehle Mortgage, Inc.
State: CT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX my spouse and I received a letter from XXXX XXXX  stating that we had overpaid our escrow account by {$600.00}. The mortgage was procured through XXXX and sold to Dovenmuehle Mortgage Inc. The overage in escrow was supposed to be paid by Dovenmuehle however the letter made no mention of Dovenmuehle Mortgage Inc. and was written on XXXX letterhead. The letter also stated that the initial check had been mailed XX/XX/XXXX but had never been cashed. My spouse and I never received the check but were concerned that the letter had taken over 18 months to mail. During this time frame between the mailing of the check and the letter dated XX/XX/XXXX we received no other form of correspondence or communications attempting reissue the check for the overage. Our mortgage was refinanced with XXXX XXXX XXXX XXXX XXXX in XXXX of XXXX. Following the refinance we received a letter from Dovenmuehle Mortgage Inc. stating that the mortgage had been paid in full and was released. At no point from the date the check was originally issued XX/XX/XXXX to today XX/XX/XXXX has our mailing of physical address changed from the address listed on the mortgage. On XX/XX/XXXX my spouse contacted the phone number listed on the letter, XXXX, and was told the escrow overpayment refund was being reissued within 15 business days. The check was never received and we were unable to take any action on the matter until XX/XX/XXXX when my spouse went to the XXXX, CT branch of XXXX XXXX and spoke with XXXX XXXX XXXX who, along with my spouse, contacted the number on the letter and spoke to a representative named XXXX who informed them the check would once again be reissued within 55 business days. My spouse made a note to make contact again in late XXXX or early XXXX of XXXX. On XX/XX/XXXX my spouse once again contacted the phone number listed on the letter and spoke to a representative named XXXX. According to the representative, they had attempted to contact my spouse and myself on XX/XX/XXXX regarding the refund. Neither my spouse or myself received any voicemail, text, e-mail or postal mail. XXXX informed my spouse that the escrow overpayment had been turned over to the State of Connecticut Unclaimed Property Fund due to a lack of ability to return the money. As previously stated, my spouse and I never received any refund in the mail, nor did our USPS informed delivery ever display that any correspondence or refund check was out for delivery. My spouse contacted the Connecticut Unclaimed Property office and provided them with our name, address and the date, check number and amount listed in the original letter dated XX/XX/XXXX. The woman at the unclaimed property office informed my spouse that there was no record of any unclaimed property associated with either my spouse or myself for the amount of the check however if a property ID number could be obtained we could call back. My spouse called back to the number listed on the letter and spoke to a supervisor named XXXX. XXXX informed my spouse there was no property ID number on record. XXXX stated that an investigative team was being assigned to track down the refund. XXXX also stated she would contact us back by phone within 24-48 hours. I contacted Dovenmuehle Mortgage Inc. personally on XX/XX/XXXX and spoke to a representative named XXXX who transferred me to a supervisor. I was informed by the supervisor that the investigative team was looking into why the check had been missing for so long and why it had been turned over to the unclaimed property fund. By XX/XX/XXXX I had received no calls from XXXX or any representative of Dovenmuehle Mortgage Inc. regarding the status of the refund. I contacted a representative named XXXX who informed me the team had discovered the check had not been turned over to the unclaimed property fund and was being reissued within 15 business days. I informed XXXX I required a tracking number and confirmed that the address where the check was being mailed was in fact our current physical and mailing address. XXXX informed me the only person able to obtain a tracking number for me was XXXX and that she was out of the office. I informed XXXX that XXXX was supposed to call my spouse or myself the day before and that neither of us had received a call or voicemail. I provided my telephone number and email address and requested that XXXX contact me first thing in the morning on Monday XX/XX/XXXX. XXXX stated she would email XXXX directly informing her to please contact me Monday morning. On Monday XX/XX/XXXX I received no e-mails or telephone calls from XXXX. I contacted Dovenmuehle Mortgage Inc. again on XX/XX/XXXX and spoke to XXXX. I informed her I was awaiting a call back from XXXX and was told she was with another caller. I was transferred to a supervisor named XXXX. She attempted to contact XXXX and once again was unable to put me through to her. XXXX investigated the matter and informed me the check would once again be reissued in 15 business days. I informed XXXX that I was aware of the law stating that all escrow refunds must be made within 20 business days and that 15 days was unacceptable to me at this time. XXXX contacted the department responsible for reissuing checks and requested the check be send expedited and certified. I was informed that the check should be mailed Wednesday XX/XX/XXXX and received by Friday XX/XX/XXXX. I was also informed that if I called on Wednesday XX/XX/XXXX tracking information would be available. I requested that XXXX contact me by phone or email and provided all contact information. I stressed the urgency of a callback from XXXX as this process has gone on for too long. I have not heard back from XXXX at this time. Overall the source of my complaint is that not only did Dovenmuehle take an extremely long time to attempt to resolve this issue, but the supervisor tasked with handling the problem put in no effort to keep my spouse and myself updated. Ultimately it fell on my spouse and I to obtain all information, having to explain the situation to a different supervisor each time. Dovenmuehle made the entire process extremely difficult and XXXX chose not to return any calls. I am extremely dissatisfied with both XXXX XXXX and Dovenmuehle Mortgage Inc. and would never utilize either company for any banking again.

Company response to consumer: Closed with explanation