Consumer complaint received 2019-03-19
Company: Dovenmuehle Mortgage, Inc.
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Hello, Re : XXXX XXXX XXXX XXXX XXXX XXXX XXXX. 
XXXX, Pa. XXXX XXXX Mortgage Company Mortgage Handler : Dovenmuhle acct : XXXX Initial Trash Taxes : XXXX- {$190.00}, Now {$1200.00} ( est. ) XXXX- {$180.00}, Not sure ( est. ). 

On XX/XX/XXXX this homeowner found out she was being pursued by XXXX XXXX XXXX. to collect a debt for the City of XXXX regarding delinquent trash taxes from XXXX. Upon inquiring on the day with the City 's tax office ( XXXX ), this writer found that the taxes for XXXX had not been paid as well. Please note that this bill has not been the homeowner 's responsibility, but paid through the escrowed account. 

On the same day, this writer spoke with XXXX XXXX from XXXX, and informed him of being unaware of their desire to collect this bill, and together called Dovenmuehle, the mortgage handlers for XXXX Bank. During a conference call, XXXX and I spoke to XXXX, who was not helpful but rather punitive and insensitive to the situation. However, this writer asked to speak to a supervisor. We conferenced in XXXX ( sup. SCA ) who heard the situation, understood that the taxes were never the homeowner 's responsibility as XXXX XXXX ( from XXXX ) explained that the trash taxes are only billed under the school bill and not as a separate line item to the homeowner. This writer further added that she has had her mortgage since XXXX and the bill has apparently been paid through escrow. XXXX XXXX agreed in our recorded conversation to pay the bill, and XXXX XXXX agreed to send her the only documents he had and cc this writer in the emailed correspondence. Which he did later that day. 

On XX/XX/XXXX, this writer called XXXX at the XXXX City Tax office and XXXX XXXX at XXXX XXXX XXXX to found that they had not heard back from Dovenmuhle. This writer then called Dovenmuhle and spoke to XXXX ( again ), and XXXX ( sup ). XXXX insisted that the tax bill was this writer 's responsibility which was opposite to the resolve met with XXXX ( sup ) of XX/XX/XXXX. In addition, she was not supportive in revealing the internal supervisory or managerial structure so this writer could bump the issue up to a higher level. As a matter of fact, XXXX left this writer on hold until she finally decided to simply hang up. 

After that, this writer called XXXXXXXX XXXX Point of Contact office and spoke to XXXX. She suggested this writer write to Executive Complaints, and/or call Dovemuhle back and ask for their tax department. This writer called back to Dovenmuhle and spoke to XXXX who stated this writer could not speak to the tax office because it is offline, so this writer asked for a manager. Instead, a supervisor by the name of XXXX answered. This writer asked for a manager but she was informed management staff was not available. XXXX reviewed this writer 's case and concerns, and informed management would be made aware, review the situation, and get back to this writer in two hours or by tomorrow. This writer informed XXXX of how ridiculous it was for XXXX and XXXX to not be supportive regarding this tax bill considering that XXXX is in the first lien position, and the government trumps them if not paid. 

P.s. 
This writer inquired on XX/XX/XXXX as to whether this call and the call on XX/XX/XXXX were recorded. She was informed by XXXX that all calls are recorded. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation