Consumer complaint received 2023-01-04
Company: Dovenmuehle Mortgage, Inc.
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
RE : Answer to Dovenmuehle Mortgage , Inc . 
Dear Colorado XXXX : Please accept this letter as an answer to Dovenmuehies response to my complaint. I stated that during the XXXX pandemic, that the company was sending out mailings. That advertised XXXX options to its consumers. For hardship relief due to the pandemic. The options were. Deferment, Modification or Refinancing. Which is printed in XXXX and XXXX. Which reflects XXXX offering these options THROUGH THEIR OFFICE. I thought, oh good. I dont have to go outside to get refinancing. XXXX already holds my loan. I was not in arrears, delinquent or late. Nor, WAS I HAVING SOME EMPLOYMENT DIFFICULTY. I work for the school system. We werent sure what the future, was going to be for the in-classroom staff. 
Therefore, I reached out to just get information about refinancing. Because we as a nation were facing uncertainty, goal was to lower my interest rate and payments... just in case. The schools shut down. I received a call from a XXXX representative. She asked what I wanted to. I explain I wanted info, regarding a refinancing to lower my payments etc... I told her both to lower interest rate and payment. 
She said they would send out a packet. To fill it out and return. I asked to speak to a XXXX or supervisor to explain the terms etc... I made to perfectly clear I was interested in a possible refinance. To please have a lead person call me back. I got a recorded call from a representative who told me to stop making payments. I had to not make XXXX payments in order to get my loan modified. She said if XXXX making my payments, they had nothing to modify. I asked was this for the refi. Between XX/XX/XXXX to XX/XX/XXXX. Ive made numerous calls for a XXXX or supervisor. It took them over a year to tell me... .after the deferment, after lopping me in, then modification the trial payment plans. That they dont do refinancing. I have several mailings from them that proves. That is what they were advertising and offering their consumers. 
XXXX. I DID NOT misconstrue pandemic related mailing offering general mortgage relief from my lender as an offer to refinance. On the contrary, it was printed on letterhead, sent through XXXX mail to my house. 
XXXX. I did receive a call while in was with others from the representative. Informing me to not make any more payments. In order to have the loan modified. If they truly researched, my file. They would have that information as well. 
XXXX. I had informed XXXX regarding the Bait and Switch. That this was done to us. 
XXXX. I DID NOT MISS the distinction in our phone conversation during the loss mitigation process. 
As XXXX has ADMITTED MORE THAN ONCE. That they did not communication clearly, effective, honestly or in a timely manner. Instead of dragging this out just make it right. 
I am a hardworking individual. Who teaches because I love it. I love volunteering in the community. Especially anything with a good cause to help others. Thats why, I was SO VERY EXCITED. To hear that XXXX was going to make it possible. For me to purchase my home. I read about all the good that they have done in the community. 
Although, I know the mission of these investors, of course is to make money. But they promote how they invest in families and people. To have a home a stable home. Now they are trying to take mine? The same company, that helped me, and my working family obtained a home. Its So very sad and unfortunate. That they advertised and offered a refinance when they didnt. Was it a blatant lie or a mistake? Show us. They should, be that helping hand in the community as they portray themselves to be. We shouldnt have fight them to honor truth. That was printed in XXXX and white and sent through XXXX mail service. 
Please feel free to contact me via air or email. Thanks for your honest review and assistance. 
Sincerely, XXXX XXXX XXXX :

Company response to consumer: Closed with explanation