Consumer complaint received 2019-12-05
Company: Dovenmuehle Mortgage, Inc.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I am experiencing excessive delays in receiving my disbursements from my mortgage company's loss draft department, as well as delays in setting up property inspections.My home was flooded on XX/XX/XXXX. After my flooding event, my insurance company made two payouts in fulfillment of my claim. The first was an advance payment claim, which I received approximately two weeks after the flood. Since all of my payouts from insurance were made out to both the homeowners and the mortgage company, I was required by my mortgage company's loss draft procedures to allow them to cosign on the check. I sent off my advance payment check to my mortgage company and did not receive my disbursement from the advance payment for approximately 3 weeks. The check was sent off via First Class Mail, so I do not have the exact receipt and delivery dates.Then in XXXX, my insurance company made a final payment towards the claim. I asked my mortgage company what could be done to prevent a similar delay. I was advised to send the check via USPS Priority Mail with a prepaid return envelope for expedited delivery. I was further advised that it would take 5-7 business days of processing time from the loss draft department after receiving the check to send the disbursement back out.My check was sent out via Priority Mail, tracking # XXXX XXXX XXXX XXXX XXXX XXXXIt was received by the loss draft department on XX/XX/XXXX. Inside of this envelope I included a prepaid Priority Mail Envelope. The second envelope had a second tracking number: XXXX XXXX XXXX XXXX XXXX XXXX.I contacted the mortgage company on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX to inquire about the status of my disbursement. Each time I have received a similar response from my mortgage company, that it is scheduled to be mailed out within 24-48 hours.However, as of XX/XX/XXXX, this check has still not been sent out to me (i.e. the tracking information shows that it has not been received by the Postal Service). The mortgage company received the initial check from me 12 business days ago (excluding XXXX  and day after), which exceeds their internal guideline of 5-7. In my opinion, this turnaround time is excessive. Until now--and even before I received my advance payment--I have been paying my contractor primarily out of my own pocket for my rebuild. I cannot afford to continue doing this. I need my funds from my insurance claim to continue my rebuild.Also, I asked for assistance setting up a progress inspection on my property (this must be done by the mortgage company), but have not had any success scheduling this either. My concern is that my initial disbursement (33% of the claim total) will be depleted immediately as I pay my contractor for work that he is already owed.My concern is that the progress inspection is taking too long to set up, and the work may already be 90-100% completed by the time an inspector is able to come to my property for inspection. I worry that I will again be delayed receiving my second and third disbursements since the setup of my progress inspection has not been timely.

Company response to consumer: Closed with explanation