Consumer complaint received 2020-10-29
Company: Dovenmuehle Mortgage, Inc.
State: MN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I've been pursuing the correction of this payment with Dovenmuehle since XX/XX/XXXX! I've made 8 phone calls, been transferred to multiple people only to have the " fix '' worse than it started! On XX/XX/XXXX I faxed a statement explaining in black & white what needed to be done, and they acknowledged receiving it. I have even filed complaints with the XXXX XXXX XXXX of XXXX  Illinois as well as the Illinois Dept of Financial and Professional Regulation, and so far nothing has been done. The following is our situation : Due to COVID and our lack of income, we requested to take advantage of the mortgage defer program in XXXX. We never received a response back, so in XXXX began paying our mortgage ( XXXX paid XXXX, XXXX paid XXXX ) out of fear of late fees. On XX/XX/XXXX we sent a check in the amount of {$10000.00} ( taken from our IRA ) that our XX/XX/XXXX statement ( as well as customer service ) told us would bring us up to date. In the meantime, Dovenmuehle created a 2nd piggyback mortgage from our deferred payments, in the amount of {$7900.00} ( although the statement said the overdue payment was {$7600.00} for the missing 3 months ). When my check for {$10000.00} ( for 4 monthly payments, XXXX thru XXXX ) was received, there was confusion as to the posting, and initially the {$7600.00} was applied to principle instead of standard monthly payments. After now 8 separate hour+ long calls, and another {$340.00} payment to " bring it up to date, '' - and after numerous transactions adding and subtracting monies - not only did Dovenmuehle actually INCREASE my principle balance ( was {$340000.00} on XX/XX/XXXX BEFORE I sent the {$10000.00}, now UP to {$350000.00} including the incorrect second mortgage )! Also, the 2nd mortgage remains unpaid and now has increased it to {$15000.00} ( after they again ADDED another {$7600.00} to my principle on the second mortgage )!! Every call, I'm told it takes a WEEK for them to process a work order! So then I wait, and its STILL INCORRECT, each time worse than before! I've left voicemails for supervisors and have not received a single call back! I've been told we were moved to an " accelerated dept '' and someone would be in touch with me. NOPE. Not a peep. I desperately need this taken care of in order to refinance for a much lower mortgage payment which in these times is critical for us! 

Per our statements, our payment of {$10000.00} received on XX/XX/XXXX should have posted as follows : XXXX PAYMENT - Principle {$830.00}, Interest {$1100.00}, Escrow {$590.00} XXXX PAYMENT - Principle {$830.00}, Interest {$1100.00}, Escrow {$590.00} XXXX PAYMENT - Principle {$830.00}, Interest {$1100.00}, Escrow {$560.00} XXXX PAYMENT - Principle {$840.00}, Interest {$1100.00}, Escrow {$560.00} The above figures add up to {$10000.00}. An overpayment on our XXXX payment of {$120.00} showed a total balance of {$10000.00} to bring account up to date, but that {$120.00} was applied to our principle balance on XX/XX/XXXX. In addition, our check of {$340.00} is now " lost, '' no longer credited anywhere. 

THE LATEST : We just received a letter from Dovenmuehle saying that our mortgage is being transferred to a company called Nationstar Mortgage d/b/a XXXX XXXX! With just a quick XXXX search, it's evident that XXXX XXXX is nothing but trouble with many lawsuits mentioned! The transfer is effective as of XX/XX/XXXX, and if our mortgage is transferred as it is, we will be owing almost {$16000.00} more than we actually should!!

Company response to consumer: Closed with explanation