Consumer complaint received 2021-04-25
Company: Dovenmuehle Mortgage, Inc.
State: AL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My current mortgage lender is Dovenmuehle Mortgage and for the past year I have an issue with them increasing my mortgage and my escrow being short. I have reached out to several customer service reps as well as management and could not get a clear understanding of what the issue was. Finally I spoke to someone and was told that my homeowners insurance had increase and I was not notified or aware. This occurred XXXX of XXXX, I then took the necessary action and changed insurance companies. At that point, I paid my homeowners insurance directly to XXXX so my homeowners insurance was paid for the rest of XXXX. In XXXX of XXXX, I received my mortgage statement and my mortgage had increased again. I contacted Dovenmuehle again and was told my escrow was short due to them paying my homeowners insurance and property taxes. I pay my mortgage every month on time and they hold my escrow out, so I don't understand why I was short. At that time nobody could tell me about the shortage. I spoke with a manager after I asked about the {$700.00} that was left in my escrow after taxes were paid and I was told then that they had paid my homeowners for XXXX, and at that time I explained what occurred in XXXX and that homeowners insurance was paid. The manager stated that an analysis was never done and that it would be corrected and they would make the necessary changes to escrow. In XXXX of XXXX, I learned that my homeowners insurance increased again causing my mortgage to increase again. I then took the necessary actions and got my insurance decreased. I sent all necessary documents to Dovemuehle to show the decrease in homeowners, I have also been in contact with XXXX who was my first original lender and they have also been working with me to this resolved. Dovenmuehle was sent and received the new updated homeowners amount on XX/XX/XXXX. I was then informed via email and verbally by representatives of Dovenmuehle that the insurance info would be update and corrected for XX/XX/XXXX. It is now XX/XX/XXXX and no changes to my mortgage has not been corrected. I've now talked to a rep in the insurance dept for Dovenmuehle, I've talked to a customer service rep and a manager and was told that the insurance information had been received but no analysis had been done and it should have been done in XXXX. I was guaranteed and assured that they would run the analysis and have the mortgage payments corrected and that all if any late payments would be waived. I was told the analysis would be done XX/XX/XXXX and I could make my mortgage after that date. I checked my statement online XX/XX/XXXX and the XXXX and there has still been no change. This company has been misleading and very unpleasant to deal with. I never am able to get a resolve and no clear information from this company. They never do their job in a timely manner and no one at the company ever seems to do their job and enter information. They don't seem to be working in my best interest and I'm requesting that CFPB please look into this matter as soon as possible. I accept whatever advice you have for me. I look forward to hearing from you in the near future.

Company response to consumer: Closed with explanation