Consumer complaint received 2019-07-23
Company: Dovenmuehle Mortgage, Inc.
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We purchased said property through a different lender about 1 year ago ( summer of XX/XX/XXXX) with the intent of building on it once we had our plans/builders/construction loan in place. Statements were to be sent as indicated in our closing documents to address that was different from the address of the said property. Loan was subsequently sold to the party involved in this complaint. We made our payments based on what was in our closing documents. Fast forward to XX/XX/XXXX, we get a call from current lender - Dovenmuehle Mortgage - that our XX/XX/XXXX payment had not been received. This was the first and only notification we had received from the company and it was a call to our home phone number. The XX/XX/XXXX payment was paid on the spot and nothing else was said about our account. On XX/XX/XXXX we proceed with our Construction Loan only to find out that Dovenmuehle Mortgage had flagged our credit dropping my credit score from over 830 to XXXX ( I keep a close eye on it ) and my husbands dropped from the 750 range to the low 700s with an over 30 day late payment on our account. When the construction loan officer asked why we didn't just pay the late fee and payment as soon as the next statement came in, we informed him that we paid as soon as we were made aware of the missed payment and never received the statement. I contacted Dovenmuehle that same day and spoke with XXXX. in Customer Service. She commented that there were a lot of " notes '' on our account. When I was surprised and asked " what notes? '' she proceeded to tell me that our statements have been returned to them as well as our escrow refund. She then tells me they have been sent to the property address on the loan and returned but sees in the financial documents that they should have gone to XXXX and proceeds to read off the correct mailing address. She then says " I have never seen anything like this - we made a mistake. '' She then tells me she is going to talk with her supervisor who advises us to email an inquiry to the research department ( I asked to speak with someone in that department but was told there was no one I could speak with ). Before I hung up that day I asked for a copy of the notes on our account but was told they could not be released due to audit procedures. I proceed to email the Research Department with concerns that we did not receive any statements or late notices from the company prior to them flagging our account. On XX/XX/XXXX, still not receiving ANY response from the company 's research department, I call back and am told by XXXX. in customer service that the research department won't make a decision until XXXX XXXX. I asked to speak with a supervisor and was connected with XXXX. and was told " that's how it's done here. '' I then asked to speak with her supervisor who was " at lunch '' and was put in touch with a different supervisor XXXX. who was actually very helpful. She looks at the notes on the account and says she is going to " try to expedite this request and I should get a call back within 2-4 hours. '' She also said that we " should have received calls about the statements and refund being returned and the shortcomings in payment '' ( which we were also unaware of ). We had no idea that the payments we were making were approximately {$2.00} short each month and when I asked if that was going to affect anything I was told " no, they have been taking it from your escrow account. '' I again asked for copies of the notes on our account and was told we could not get them. XX/XX/XXXX still no call from Dovenmuehle and I leave a message for XXXX. to please call. XX/XX/XXXX having received no call back from anyone, I call again and get XXXX. who says there will be no expediting the claim and they have no intention of correcting our credit even though we had NO notification of late payment. We put in a formal written request for copies of the notes on our account and have heard nothing from the company. Dovenmuehle Mortgage failed to provide periodic statements which impacted our credit history, failed to return escrow refunds, and utilized escrow funds in a manner without permission. All of this could have been prevented if the company had simply called to discuss the returned items ( they obviously had the correct phone number on the account ). All documents and emails sent are attached. Additional mortgage statements with incorrect address can be emailed if needed.

Company response to consumer: Closed with explanation