Consumer complaint received 2021-02-08
Company: Dovenmuehle Mortgage, Inc.
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX - closed on mortgage XX/XX/XXXX - received communication from originator to make first payment to originator of loan - due XX/XX/XXXX XX/XX/XXXX - received communication that mortgage servicing had been transferred to Dovenmuehle Mortgage  ; first payment due to Dovenmuehle  - XX/XX/XXXX XX/XX/XXXX - check issued i/a/o XXXX for XX/XX/XXXX payment to mortgage originator as instructed XX/XX/XXXX - payment remitted XXXX XXXX to Dovenmuehle  Mortgage for XX/XX/XXXX payment due. 
XX/XX/XXXX - submitted secure message via on-line portal questioning principal balance. Dovenmuehle  showed the principal balance starting at the original loan amount and did not account for the first payment made to the mortgage originator XX/XX/XXXX - follow up regarding message sent XX/XX/XXXX XX/XX/XXXX - follow up regarding message sent XX/XX/XXXX and XX/XX/XXXX XX/XX/XXXX - follow up regarding message sent XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX XX/XX/XXXX - received message via online portal that my mortgage was correct XX/XX/XXXX - responded that my principal balance was still incorrect due to the first payment not being reflected XX/XX/XXXX - received the exact same message sent XX/XX/XXXX that my mortgage was correct XX/XX/XXXX, XXXX XX/XX/XXXX - numerous phone calls made to the customer service line ; ( I do not have these records as these calls were made from my place of employment ). Hours were spent regarding a resolution. In XXXX, I was finally put in touch with a supervisor who stated that my first payment should have been set up as XX/XX/XXXX. She placed a request to research to back off all the payments made and start the loan at XXXX and reapply each payment accordingly ; I provided a copy of the check issued for the XX/XX/XXXX payment made payable to the originator of the loan. 
As a result of this incorrect " correction '' and the payment to the originator still not reflecting on my loan, it now shows 30 day past due. Although I've made each payment on time, as instructed, provided proof of payments, spent more time on the phone as shown below trying to get someone to resolve, it is now XXXX and still unresolved. I receive collection calls, my XXXX XXXX is incorrect, and the loan showing past due will ultimately adversely affect my XXXX credit score. 

Emails to various " assigned '' contacts as DMI to resolve - received ONLY ONE response in all of this : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX Phone calls to customer service via my cell : Date Mins XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX

Company response to consumer: Closed with explanation