Consumer complaint received 2018-04-08
Company: Dovenmuehle Mortgage, Inc.
State: AL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/XXXX my family and I were impacted by Hurricane Irma. My relatives were also severely impacted where they live in XXXX Florida. Due to their severe destruction to their home and the fact that they did not have power or food or the means to get to work because of the mass flooding they had no choice but to come stay with me in my home. I was impacted as well to the point of minor damage to my home and having to miss work a few days as well as having to take care of my family of refuge which impacted my utilities as well as cost of living expenses. Due to this domino affect of catastrophic events I called in to Dovenmuehle Mortgage Inc back in XX/XX/XXXXwhere as to seek help and guidance before falling seriously short or behind on my payments to see if there was anything that could or be of assistance to me and my family in this time of tribulation. When I called into Dovenmuehle I spoke to representative who told me there was nothing they could do because I was not in the impacted area, which is incorrect please refer to Release number : XXXX XXXX, in which On XX/XX/XXXX, federal emergency aid was made available to the State of Alabama to supplement state, tribal, and local response efforts due to the emergency conditions in the area affected by Hurricane Irma beginning on XX/XX/XXXX, and continuing. Once I stated this I was transferred to their supervisor who then I explained my situation to and suggested to be put on Forbearance for 3 months in which will give them time to do a loan modification to be able to skip payments and put them at the end of the loan and extend my loan term. I agreed to this in at which time I was instructed to not make any payments. I asked if I had any money to make a payment If I could and was told that I could but didn't have to since the next three months would be added to the end of my loan. I did not want to confuse the company with making payments so I did as instructed and did not make any payments. I fell behind on my mortgage because of this as well as a lot of my other bills because of the hardship I and my family was going through. A month or so later I received a concerning letter in the mail from Dovermuehle stating that I was seriously delinquent on my mortgage and to pay the balance in full or face foreclosure. At this time I believe it was about 45 days past due ( on month payment ). I called in very upset because the last time I was told not to make any payments on my account and that they would be putting me into a forbearance. Now I am getting letters threating foreclosure on my home. Again the representative could only tell me what I already read from the letter and even explaining what I was told in the past conversation the representative refused to help and just wanted to brush me off to another person. They transferred me to a " supervisor " this supervisor began to tell me that there was no notes stating this but once I asked for them to pull the call they told me to hold for a moment. Supervisor put me on hold and came back to the phone and stated she then seen something and that I was in the process of a loan modification and that they are working on it and to give it a few more days. As a worried home owner and a father of a XXXX year old girl, I feared of becoming homeless and reiterated my concerns of loosing my home and falling even more behind. It is one thing to tell me I am not eligible and to tell me that I have to pay an amount because then I would have to seek help elsewhere or figure something else out. But it is another thing to tell me that I am able to receive help and tell me not to make any payments and let the customer fall seriously delinquent and then tell them they have to catch twice as much up at one time when they couldn't afford it from the get go. The representative reassured me that I would be hearing back from them regarding my account in the next few days. I waited another week or so and nothing. I called back in yet again and again was transferred to a supervisor of the loss mitigation department. I had spoken to this supervisor whom was extremely rude and degrading. That supervisor told me that my account was currently in forbearance and told me to not make any payments and that all of the negative and past due would be added to the end of my loan and that I should have not received the letter asking to make payment or face foreclosure. I asked them when is this negative going to be added to the end of my term because it just keeps adding up and I am getting worried about it. I was instructed that they were currently in process of doing so but that if I wanted to make a payment if able I could do so and that whatever I couldn't pay they would add to the end of my loan. When I seen my negative account add up, I was tired of waiting for them to process and called in yet again and at this time I made a payment only because I was worried that I was being told wrong information and that they were never going to process my loan modification. I made a payment on XX/XX/XXXX and for XX/XX/XXXX, I was told these payments were current and up to date and not going to be applied to the past due because the past due amount would be applied to the end of my loan. Dovenmuehle then continued sending me past due notices for the amount that was suppose to be covered so then I had enough being told one thing on the phone and then another via letter. I reported this to the XXXX and received a letter in the mail stating there were no promises made that there were forbearances added to my account and that at the beginning of XX/XX/XXXX was denied of a forbearance making it seem like I was delinquent on my own free will and that they were only helping with forbearances and not a loan modification. They mention in these letters that my file was in review and yet still is every time I call or receive a letter and to disregard meanwhile my account is falling further and further past due. Now to the point where they are reporting it on my credit and now affecting my credit. They always say they are going to contact my once a decision is made or to call in periodically but a decision is never made and nothing is ever done or corrected with my account. I received this letter from XXXX XXXX from the Research Department. 
I have still been calling in trying to get this resolved. I finally got a supervisor who seemed to know what they were doing. They instructed me that they will be able to do a loan modification and that they require some more information. The information that was first asked of me in order to complete loan modification was as follows ; 1.harship letter 2.verification of income 3.last two paystubs 4.year to date profit and loss statement 5.child support /alimony ect. 
6.tax returns 7.XXXX form 8.bank statements last three months I have sent in all of this information in at the beginning on XX/XX/XXXX via email to XXXX, I have also sent this information in again on XX/XX/XXXX and XX/XX/XXXX. I have been going back and forth with XXXX XXXX with XXXX XXXX XXXX, XXXX XXXX with Dovenmuehle, as well as the processor XXXX and her employee information is XXXX from all I was told, as well as many other representatives from Dovenmuehle and supervisors. It seems now that every time I call in I get told misleading information and or incorrect information. I keep being told to send in the same information and paperwork as before and being told that they need more information and or did not see information that is clearly marked and sent via email and documents, so much so that I had to circle and write in big bold letters. For example they told me they did not see my year to date amount, this is clearly listed on my pay stubs, it makes me wonder if they are even looking at my information or just saying they need something else and not processing what I've already sent just to procrastinate my case. Not one representative has told me the same information as the last. These reps and supervisors are all very rude, dishearted and uncaring individuals. I have been misinformed, disrespected and now I fear losing my home due to these errors. I feel like I have done everything I can do. I am now at the point where I am behind 4 months and I am not sure how I will gain the money to catch it up. I need my loan to be corrected and immediately. I feel like my only other option is to seek help as in an attorney or third party. On my last phone call to Dovenmuehle I  spoke with a representative by the name of XXXX and her employee initials are XXXX, which is all she would give me. Before getting to XXXX I spoke with several other representatives on XX/XX/XXXX and was on the phone for about 1 and half hours trying to speak to someone to see what it was now that they were needing or requesting. I was unsure as to what they were asking regarding this new information. I was finally told that the information I sent in regarding my monthly expenses asking to explain the P & L or the money that was earned on the side. I don't earn money on the side on a regular basis. This was money I earned one time helping my father whom has stage XXXX XXXX XXXX fix stuff around his home and the supplies he reimbursed me in doing so. 
I was hung up on several times, transferred to voicemails. When I got XXXX on the phone I immediately explained my frustration and told her I was upset and hung up on several times, her response, " account number ... '' as in she completely ignored my frustrations and did not apologize that I was hung up on. I repeated the required security information that they ask as I had done this about 15 times prior, I gave my name, address, I reside at this address, and last four of my social. XXXX then proceeded to ask me how she can help me and when I again told her my concerns and frustrations she didn't have any remorse or concern for the customer. I told her if no one can help me then I will just look into seeing an attorney or third party and then proceeded to ask her what the complaint departments number was and or a corporate number, she then told me " why don't you have your attorney look that up " I said " excuse me? '' she then said " I am sure your attorney can find that information ''. I do not feel I need to explain why this is wrong. I asked her if she was getting smart with me and then she told me to hold on, she put me on hold and came back and said, it looks like you already put a complaint in with a supervisor and then hung up on me. After this I took to the internet to see what I could find on Dovenmuehle and to see if there was any one else out there like me and going through what I was going through. Not only did I find ALOT of concerning information and reviews of past customers but on the companies own XXXX page there is comments and post from their own employees saying how much they hate their customers and how much they hate their jobs, these are the people I have to deal with, these are the people handling my case and my home. I want to hear back from either the president of this company or its CEO. I am beyond upset now. I want something done and I want it done NOW!

Company response to consumer: Closed with explanation