Consumer complaint received 2021-09-21
Company: Dovenmuehle Mortgage, Inc.
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX, I refinanced my mortgage with XXXX XXXX XXXX who then use Dovenmuhle Inc. ( hereinafter " DMI '' ) as a servicing agent. I was required to escrow both my tax and homeowner 's insurance. Their closing disclosure document - see attached " Closing Disclosure Cover - XXXX - XXXX '' indicated my escrow was included in their monthly mortgage estimate provided. 

I have been making all payments of my mortgage in a timely manner and recast my mortgage and recast my mortgage in XX/XX/XXXX ( with {$80000.00} principal curtailment ) which they failed to apply correctly. 

Earlier this year, I noticed DMI had not paid my homeowner 's insurance for which they were supposedly escrowing. I contacted them numerous times and they denied they were responsible stating " Our records indicate that we do not collect funds for your homeowners insurance. You are responsible for all insurance payments related to this loan. '' See attached " Letter from DMI - XX/XX/XXXX '' FIRST CONTACT It took yet another call on XX/XX/XXXX to the DMXXXX servicing department after I received my final notice from my insurer ( XXXX ) that they were canceling my homeowner 's insurance. During that time, the agent acknowledged the mistake, told me my account was now finally set to escrow correctly and said she would pay the homeowner 's insurance. SECOND CONTACT On XX/XX/XXXX, I noticed DMI ran an escrow analysis which didn't change my monthly payments. 

Yet they still did NOT pay my homeowner 's insurance. On XX/XX/XXXX, I again had to contact them. I called their customer service department and the agent with whom I spoke said she would pay it immediately. I requested she document that which she did ( see attached " DMI - Promise to Pay - XX/XX/XXXX '' ). And, in fact, on XX/XX/XXXX DMI finally disbursed payment in the amount of {$900.00}. THIRD CONTACT But I still feared DMI were not escrowing my taxes and homeowner 's insurance correctly. So I again contacted DMI yet again - see attached " XX/XX/XXXX - Letter to DMI - Mortgage ( Escrow ) Problems with Loan XXXX ( XXXX ) '' and referenced " Escrow Update - XXXX - XXXX '' attachment. In that letter to DMI, clearly express " I do not believe my new escrow payment is accurate '' and " I believe my escrow is still incorrect and my monthly mortgage payment for XXXX due in 12 days which is now supposed to be {$2800.00} is incorrect. '' FOURTH CONTACT Per RESPA, they have 20 business days to respond. I never heard back from them. 

But. most recently, I did see they performed yet ANOTHER escrow analysis on XX/XX/XXXX which then showed that I was " required to have a minimum of {$5300.00} in the escrow account. At the time, the escrow account was {$4100.00}. This resulted in a shortage of {$1100.00}. The {$75.00} increase for the condo insurance deposit and the {$99.00} monthly shortage payment caused a {$150.00} total increase to your monthly payment to the amount of {$3000.00}, effective with the XX/XX/XXXX payment. '' This ONLY occurred after I filed a complaint with the XXXX XXXX XXXX ( complaint # XXXX ) on XX/XX/XXXX. They have replied, which I am rejecting, incorrectly stating their assessment which leaves out multiple times I have contacted them ( see " XXXX XXXX  '' attachment ). FIFTH CONTACT I trust you will see that it has taken me AT LEAST five times to contact my mortgage company ( XXXX XXXX XXXX  ) and/or servicer ( Dovenmuhle Inc / DMI ) to " resolve '' something for which they required me to do ( to escrow my taxes and homeowner 's insurance ) and are legally obligated to pay. They have been withholding funds, mismanagement my account, and I believe violating RESPA. 

I only came to find out about RESPA through my neighbor who himself works in the mortgage industry. I should have come to you directly instead of the XXXX  first, but at least that got things moving. Still, I believe this company should be investigated.

Company response to consumer: Closed with explanation