Consumer complaint received 2023-04-25
Company: Dovenmuehle Mortgage, Inc.
State: CO
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX, I attempted to use Dovenmuehle 's website to pay my mortgage. I was not prompted to choose an account. Their website defaulted to my personal checking account instead of the account I had used to make every single one of my prior payments besides one before. 

The payment failed and I was not informed of this. I had to call Dovenmuehle myself to see why the payment hadn't been remitted from my account. At this time, they told me the payment failed and that I needed to submit another. I did so. The next day I checked to see if the payment went through, and was informed that they had cancelled my payment attempt and that I was required to send them a physical cashier 's check and that I would no longer be allowed to make payments electronically for XXXX  months. 

They told me over the phone, email and through my monthly statements that I can make electronic payments through XXXX XXXX. I attempted to do this, and was unable to do so for multiple days. I spent upwards of XXXX hours attempting to follow Dovenmuehle 's instructions for paying through XXXX XXXX, only to find out that it is impossible. 

Dovenmuehle promotes XXXX XXXX as a payment option, and describes providing a password to the XXXX XXXX rep, but there is no place for the XXXX XXXX rep to add a password. Every single one of them that I spoke to, dozens of them, said that what Dovenmuehle was describing wasn't a function of their system. 

When I reached out to Dovenmuehle about this, they said there was nothing they could do and that I am still not allowed to make electronic payments. They claim that I have XXXX failed payments, and that their policy is to remove their customer 's ability to securely pay them if that happens, and force the customer to use error prone physical delivery services using the equivalent of cash. 

There should have never been XXXX, or XXXX, failed payments. The first occurred in XXXX of XXXX. I used their website to set up a payment for a later date, and it submitted instantly instead. I called their customer service line immediately and asked them to cancel the payment. I was told that this was impossible. Somehow though, they were able to cancel my payment attempt in XXXX. 

They told me there was nothing that could be done to allow me to make my payments electronically. Yet somehow, their customer service department was able to make an exception one time after I called in regarding my experience with XXXX XXXX. 

They have lied to me over and over again. Their website is a buggy mess, and their ineptitude in this department has caused me a tremendous amount of stress. 

Now, we come to XXXX of XXXX. I mailed my payment to them in certified funds on XX/XX/XXXX. I have proof of this. They have still not applied the payment as a credit to my account as of today, XX/XX/XXXX. It does not take 12 days to mail an envelope from XXXX to XXXX 

They are charging me late fees, and threatening to foreclose on my home if I don't pay them XXXX 's mortgage. I have already paid it. I don't have that money anymore because it was used to pay for the cashier 's check that they force me pay them with now. 

They have lied to me about being able to cancel payments. They have lied to me about their promoted payment option of XXXX XXXX. They have lied to me about their ability to reverse the electronic payments lock. Now they have either stolen my XXXX payment, or failed to comply with XXXX Payments A by not applying my payment on the day it was received. 

The contract that allows them to do this is unconscionable. I have no bargaining power in this situation. I am forced to pay them in an archaic manner that is prone to errors. To whomever is reading this ... Would you feel comfortable putting {$3000.00} in a cash equivalent in an envelope and mailing it to yourself? This is not reasonable in any way, shape or form. It is abusive, and their end goal is to foreclose on my home which has accrued considerable equity, take the profits and force myself and my family onto the streets. 

I have no ability to defend myself against them. If they " lose '' the envelope with my money in it, what am I supposed to do? 

I have the recorded phone calls as well, but they are at the office. I'm happy to provide those if they would help.

Company response to consumer: Closed with explanation