Consumer complaint received 2023-01-31
Company: Dovenmuehle Mortgage, Inc.
State: MI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Got a FHA Mortgage through XXXX XXXX who sold it ( or is having it serviced ) by Dovenmuehle Mortgage. I am having the same issues with this company as everyone else. They are absolutely terrible to deal with. Like the others, they offered me the Covid Hardship Forbearance and it has been an absolute nightmare to just simply resume payments. Nearly 11 months into this. I can't make that up. Yes, 11 months. In XXXX of XXXX they confirmed I could be in Covid Hardship Forbearance. No documentation sent. In XX/XX/XXXX I called to confirm I was still in good standing and on track to resume payments XX/XX/XXXX. The rep said yes and even offered me additional months of forbearance which I denied because I wanted to resume payments on XX/XX/XXXX as scheduled. Literally on XX/XX/XXXX, I got approved for a car loan and they confirmed my mortgage was in good standing. On that very day I get a letter saying my home is in foreclosure for 6 months of past due payments. Not a single letter, a phone call or email. No hits to my credit. My account said no payments due for 6 months. That is when the nightmare began for the past year. 
This company is a mess. Some reps say I was in forbearance. Some say I wasn't. Some say I was in foreclosure. Some have said I was never in foreclosure and that is a scare tactic they use. Imagine that. Their own law firm said they have way too many cases from this particular company of this same issue. The loss mitigation department is even worse. Every single time I call, the rep doesn't have an answer, gives me a different answer, or tells me a supervisor will contact me. The supervisor never calls. They give you the name of your account specialist and contact info. You can never speak with that person. They do not exist. This company does not email you or call you. Nothing. They want to leave XXXX paper trails of their continued errors. 
I went through loss mitigation for months. All their reps said I was being processed for a partial claim. I get back a loan modification after all of that. I have to start the process again for a partial claim. In XX/XX/XXXX I finally get a letter from them saying I have been approved for the partial claim and the documents for signature would follow. No documents for signature arrive, so I email them saying I accept the partial claim and need the documents for signature. No response per usual. I call them and they say the documents were mailed to the wrong address? How is that possible? Every time we speak they confirm my mailing address. The rep said they do this frequently. 
It is now one day away from XX/XX/XXXX, I have called and emailed multiple times and the reps don't know why Dovenmuehle hasn't mailed my partial claim documents yet. This is disgusting. I have never dealt with such a mess of a company that is tangibly harming the lives of its customers. 
This is affecting my family, our finances, our health. Clearly we are not the only ones suffering from this company. 
We have just wanted to resume payments on our mortgage for a year now! It's that simple.

Company response to consumer: Closed with explanation