Consumer complaint received 2021-03-02
Company: Dovenmuehle Mortgage, Inc.
State: OR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I am disputing the late mortgage to XXXX XXXX as I paid them immediately after I was aware they were the new loan servicing people. Below is the sequence of events.

USPS does not deliver to physical address in this area. All mail sent to my physical is stamped " UNDELIVERABLE '' and returned. I am totally unaware of a delivery attempt. Knowing this I purchased a PO Box on XX/XX/XXXX. 
During closing I signed a letter on XX/XX/XXXX which stated Loan # XXXX payment be sent to Dovenmuehle Mortgage ( on behalf of XXXX XXXX, XXXX ) due XX/XX/XXXX. 
I set Dovenmuehle up in my XXXX XXXX internet bill pay to be sent a check to that address the first week of every month. Subsequently, there was no indication an issue. 
On XX/XX/XXXX late afternoon I retrieved from my PO Box a letter from XXXX XXXX  dated XX/XX/XXXX telling me Dovenmuehle returnrd my XXXX payment as they no longer managed the loan. 
Early the next morning I called Dovenmuehle who said my loan had been transferred to XXXX XXXX in XXXX, XXXX. They told me the correct Loan # XXXX. They had forwarded my payments to XXXX until XXXX payment. 
Next call to XXXX alerting them that I was aware and would get current ASAP. Also gave them correct mailing address. 
Next set XXXX up as a monthly payee in XXXX XXXX bill pay and had a onetime check for XXXX, XXXX and XXXX payments sent. That check had not been delivered by XXXX XXXX so I contacted XXXX and did a phone transfer which credited my account that day. 
XXXX XXXX deleted Dovenmuehle from my internet bill payee sometime in XXXX, XXXX and made no attempt to notify or alert me. Then again they stopped payment on my XXXX, XXXX payment to XXXX without notification or explanation ; XXXX called me on XXXX XXXX, XXXX and I got that corrected immediately. I am currently taking the XXXX XXXX actions up with the XXXX XXXX XXXX as well as state and federal Consumer Protection agencies. 
I have never recieved a letter, phone call, text or email from XXXX XXXX or Dovenmuehle. I do not feel they made a good faith effort to correct a problem they must have known about. Specifically, 1 ) all of their mail was sent to my physical address and returned by USPS stamped " UNDELIVERABLE '', 2 ) somebody in that company had to have handled the returned postage, 3 ) somebody had to do more work since my monthly payment checks had an incorrect loan number but yet were getting credited to the correct loan, 4 ) it is quite likely they have a different address to recieve bill pay checks than the one that was in my bill pay. 
I am currently taking the Dovenmuehle non-performance issue up with state and federal Consumer Protection people and Oregon Banking regulators. 
I assume my phone number was with my account details as XXXX had been calling me. However, I did not answer or respond because I had not heard of them and their calls sounded exactly like yet another spam. 
I have made and continue to make good faith effort to get current with XXXX consistent with someone with an 800+ credit score. I do not feel Dovenmuele made a good faith effort to correct a problem they must have known about. Specifically, 1 ) all of their mail was sent to my physical address and returned by USPS stamped " UNDELIVERABLE '', 2 ) somebody in that company had to have handled the returned postage, 3 ) somebody had to do more work since my monthly payment checks had an incorrect loan number but yet were getting credited to the correct loan, 4 ) it is quite likely they have a different address to recieve bill pay checks than the one that was in my bill pay. 
As of this writing the loan originator, XXXX XXXX, has not produced a document where I had indicated my correct mailing address. Dovenmuehle still does not have it right after giving their customer service people the correct address twice. 
Every single one of the other creditors associated with purchasing and living in a new to me residense got it right. 
I am respectfully requesting my previous credit rating of 800+ be restored. Thank you. 


XXXX XXXX XXXX

Company response to consumer: Closed with explanation