Consumer complaint received 2021-05-05
Company: Dovenmuehle Mortgage, Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
We have applied for refinance our variable home loan to XXXX XXXX. We started the process XX/XX/XXXX. Shortly after we hit a roadblock to get the subordination letter. No one from was returning calls or e-mails. Our Loan Consultant with XXXX Homes send an e-mail to XXXX XXXX, who is the Team Lead XXXX from XXXX XXXX Unit Dovenmuehle Mortgage, Inc. XXXX XXXX XXXX the e-mail to Subordination Proxy with the following request ; Hello, Loan : XXXX Can someone please contact the 3rd party back in regards to the subordination? They are almost running out of time for the rate they are locked in. Please advice. 
Thank you, XXXX XXXX Team Lead I Needless to say, no one bothered to respond to the emails. 
Our Loan Consultant asked me to keep trying to get a hold of someone from Dovenmuehle. I called customer service several times, but they did not even know who to forward my call finally I was given a phone number and email for XXXX XXXX. I was told he can help me. Well, his voicemail was full and the message was outdated. 
Based on the information from the customer service of Dovenmuehle, subordination letter process can take up to 90 days. On XXXX XXXX, XXXX we have received a letter for asking additional 15 days. On XX/XX/XXXX we received this : From : " XXXX XXXX  ( Research ) '' XXXX Date : XX/XX/XXXX at XXXX XXXX XXXX  To : XXXX Subject : XXXX Subordinator Status Dear XXXX XXXX and XXXX XXXX, This is in response to your message regarding your subordination status. We apologize for the delay in our response. Due to the volume of correspondence received by our office, please note that we answer inquiries in the order in which they are received. If you require immediate assistance, please contact our Customer Service Department at the number provided below. 
Please note that because your message was received from an email address we do not have on file, we are sending it to the email address associated with your loan. If you would like to update your contact information, please call our Customer Service Department. 
Our Research Department is unable to provide information about the status of your loan at this time. Please continue to reach out to Subordinations at XXXX. We apologize for any inconvenience this may cause. 
If you have any further questions or concerns regarding your loan, please feel free to contact our Customer Service Department at XXXX, or you can reply to this message directly. 
Sincerely, Research Department. 

When we first started in XXXX, we were locked in 3.25, than 3.125 and we ended with 3.55 on XX/XX/XXXX almost 10 months later. We have missed better loans, lost fees for the process and miss the opportunity to pay something else from the mortgage savings. I also have to add that during such horrible year with the furloughs and extremely uncertain financial future, the frustration and the stress Dovenmuehle caused, I had to be prescribed to take XXXX 

I dont know what to expect from this, but the treatment we have gotten from this company was not acceptable and someone has to do something. Just check the XXXX reviews for Dovenmuehle and you will understand it is long overdue.

Company response to consumer: Closed with explanation