Consumer complaint received 2021-10-07
Company: Dovenmuehle Mortgage, Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I secured a mortgage for the purchase of a new home in XXXX -- title closed on XX/XX/2021. The mortgage for {$510000.00} was secured from XXXX XXXX XXXX ( XXXX, Georgia ) and initially included an escrow account for taxes and insurance. 
On XX/XX/2021, I received an email informing me my loan was transferred to a new Servicer and that payments due on or after XXXX XXXX, 2021 should be paid and would be processed by the new Servicer ( XXXX through Dovenmuehle Mortgage Inc. in XXXX, CA ). My loan agreement indicated I had a first payment due on XXXX XXXX, 2021, and I separately received a statement indicating my first loan payment was due XXXX XXXX, 2021 ; in either case, I sent the initial payment for {$2700.00} to XXXX in Georgia ( i.e., Old Servicer ). ( Payment # 1 is attached ) I requested elimination of the escrow account in XXXX, and received acceptance for this request plus reimbursement for the escrow balance ( {$3900.00} which inludes interest - escrow closing document attached reflects the balance without interest ). The letter approving my request also noted that my mortgage would be reduced to {$2000.00} and my first payment would be due XXXX XXXX, 2021. 

I made a second payment on XXXX XXXX, 2021 for {$2100.00} ( Payment # XXXX ), and a third payment on XXXX XXXX, 2021 for {$2100.00} ( Payment # XXXX ). Thus, as of XXXX XXXX, 2021, I should have been all caught up on all payments owed. 

However, in XXXX I received a second statement indicating I now had a payment due on XXXX XXXX, 2021 for {$3400.00}. This would be in excess of the {$2000.00} monthly payment that would have been due, and began the inquiry for which I am now submitting this complaint. 

The " second XXXX statement '' reflected a number of adjustments that were made to my account that were not self-explanatory. I called the customer service line ( and continue to call ) to get clarififcation as to why an increase payment was being reflected for XXXX. Service reps, while helpful, could not clarify or make sense of the adjustments, and I was transferred to a Supervisor for further assistance. The Supervisors I have spoken to ( several to date ) were not able to clarify the issue and I was instructed to email the Customer Service helpline with a Research Request explaining the issue and providing documentary support of all the payments made to date. The initial Research Request was submitted on XX/XX/2021, and on XXXX XXXX, 2021, I received an email summarily dismissing my request and indicating a payment remained outstanding in XXXX ( notwithstanding all prior payments were timely made ) ; no acknowledgement was made as to the documents supporting all payments have been made in advance. ( I was also informed a change was made to my mortgage terms and that I had a first payment due on XXXX XXXX, 2021. I note this would not have resulted in additional amounts owed, since I had already paid for the XXXX, XXXX, and now XXXX payments owed ). 

I have continued to followed up with the company ( new Servicer and old Servicer ) to pursue this matter as I am extremely concerned that my Credit could be effected by the lender 's accounting errors. I have not received any helpful response from either company, and am concerned not only with the impact to my Credit standing, but also the fact that there is no accountability for a payment I made to the original servicer ; in other words, {$2700.00} XXXX paid is missing from the system. 

As frustrating as this is for me personally, it pains me to think they can do this to others who may not have the means to pay or wits to fight this type of matter. Until this matter is satisfactorily resolved, I see this as a theft of {$2700.00} that was taken from me and not credited to my mortgage. I submit this complaint as a further escalation of an issue with XXXX accounting.

Company response to consumer: Closed with explanation