Consumer complaint received 2020-06-28
Company: Dovenmuehle Mortgage, Inc.
State: SC
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/2020 I tried to reach out to Dovenmuehle to request a forbearance when we found out his contract was not going to be honored due to COVID-19 and we would not have enough money to pay XXXX mortgage. Unfortunately, I was hung up on two times. I spent almost 3 hours on hold ( phone records available ). Completed Loan solutions application per Dovenmuehle message prompts. Application was denied because it was an FHA Loan? We have a VA loan. 

XX/XX/2020 I called the VA spoke with XXXX XXXX, asking for guidance on how to proceed. He verified our VA mortgage and went over what Dovenmuehle needed to do per the CARES ACT. He also advised us to make a complaint with thXXXX XXXX XXXX XXXX 

XX/XX/2020 CFPB complaint # 1 Please see attached XX/XX/2020 I spoke with two customer service agents at Dovenmuehle and explained to them how my income had been affected due to COVID-19 and that servicers must approve the forbearance for the amount and time that the borrower requests. Dovenmuehle has chosen not to adhere to this item of the CARES ACT. The customer service  agents were more concerned that I understood that my request was a forbearance not a deferment. I told them I understood the difference of the two words. I read to them the items from the VA regarding that at the end of my forbearance Dovenmuehle must work out a realistic payment arrangement or attach the past due to the end of my mortgage term. I was told that Dovenmuehle had a backlog of paperwork and I would receive the paperwork as soon as Dovenmuehle could get it processed. I did inquire at this statement whether my mortgage would be reported to the credit agencies as late. I presumed that item would be updated with the credit reporting agencies as soon as the paperwork was completed as I had requested the forbearance in XXXX. To date this has not occurred. 
XX/XX/2020 Dovenmuehle Mortgage responded to the CFPB complaint # 1 and electronically provided the paperwork for the forbearance. It was incorrect as it stated that we were in default for XXXX XXXX mortgage and provided the forbearance from XXXX, not XXXX. 

XX/XX/2020 CFPB complaint # 2 Please see attached Filed another complaint with CFPB for the unsatisfactory response from Dovenmuehle Called XXXX XXXX whose name was listed on the Dovenmuehle response call would not connect XX/XX/2020 Sent hard copy letter to Dovenmuehle requesting paperwork be corrected ( Received by Dovenmuehle on XX/XX/2020, signed for by XXXX XXXX ) XX/XX/2020 Dovenmuehle responded to complaint # 2 that they were amending the forbearance to reflect 180 days but did not respond to the portion to include XX/XX/2020. 
Sent another letter to Dovenmuehle requesting corrections XX/XX/2020 Left voicemail for XXXX XXXX at Dovenmuehle Received a letter dated XX/XX/2020, from Dovenmuehle via XXXX none of the terms had been corrected. 
We contacted XXXX XXXX, our U.S Representative requesting assistance. 
XX/XX/2020 CFPB complaint # 3 Please see attached Requesting for the corrections to be made to the Forbearance Agreement and to stop sending the same paperwork

Company response to consumer: Closed with explanation