Consumer complaint received 2020-04-23
Company: Dovenmuehle Mortgage, Inc.
State: NV
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I spoke with my mortgage company, Dovenmuehle, on XX/XX/2020, about my XXXX XXXX XXXX and putting it into forbearance for the immediate future ; since my business is considered Non-Essential in the state of Nevada and is closed until the Governor lifts the ban. 
Dovenmuehle indicated they would put my mortgage in forbearance for three months, then they promptly withdrew my mortgage payment ( {$1000.00} ) for the month of XXXX on XX/XX/2020, 9 days after I spoke to them. 
When I called and confronted them about that on XX/XX/2020, they indicated it was because my payment was set up for auto-draft and that wasnt turned off on their end, so my payment went through when it didnt need to. I asked for the money back and they said no. I asked for auto draft to be turned off and they obliged. I then asked for 6 months of forbearance because my business will not be back up and running until XXXX and the lady I spoke to said that wasnt an issue. 
Last week I received a letter from Dovenmuehle stating the terms of the forbearance. They indicated it was only for 3 months and that after the 3 months there were 3 options for the mortgage, which they, Dovenmuehle would decide upon : 1- Bring the loan current. 2- Work with the XXXXr to obtain another workout plan. 3- Pay the loan in full.

None of these options will help me get through the hardship that I am facing, and they are NOT what the CARES Act stipulates. The CARES Act says that the forbearance period can be 2, 180 day periods and that the options of repayment are to be decided by the borrower, ( me ), not the lender, ( Dovenmuehle ) and that one of the options is that the missed forbearance payment can be added to the end of the loan, extending the loan term ; an option that wasnt given by Dovenmuehle.

I called Dovenmuehle back on XX/XX/2020 and was told that the forbearance is only 3 months and no more and that the 6 months I was told was incorrect, but that they had turned off my auto-pay for 6 months. I was also told they would not honor the CARES Act and extend my loan and that the only options were option 1 and 3, not even option 2. When I called her out on the contradiction she was telling me and what the CARES Act states, she would not listen to me and said that these were all they were offering, so take it or leave it.

When I pressed her on the forbearance that they were offering and told her that in 3 months there was no way I could pay the entire amount of my mortgage loan in one lump sum, i.e. option 3, she was like oh well, too bad. I also made mention that because the forbearance was only 3 months and my auto-pay was turned off for 6 that after the three months, my payments would have not been made, unbeknownst to me, and that at that time they would have foreclosed on my home for non-payment and she pretty much agreed that would have been the outcome! I asked to speak to someone else, a supervisor and she said no, they will tell you the same thing. 
I told her to reinstate my mortgage, out of forbearance and to turn my auto-pay back on. I have heard nothing further from them regarding this matter.

Company response to consumer: Closed with explanation