Consumer complaint received 2020-11-13
Company: Dovenmuehle Mortgage, Inc.
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Several months ago, I refinanced my mortgage with XXXX XXXX XXXX XXXX ( XXXX  ) in XXXX  Illinois. Closing was on XXXX XXXX, 2020. Closing included payment to XXXX of {$4100.00} to pre-fill my escrow account for the upcoming property tax ( second payment due XX/XX/XXXX ) and hazard insurance payments ( Due XX/XX/XXXX ). Several weeks later, I received notice that XXXX  sold/contracted the servicing of my mortgage to Dovenmuehle, a loan servicer with a rating of 1.7 stars on XXXX. I have made timely payments for my mortgage throughout this endeavor. 

On XX/XX/2020 I received a notice from the XXXX County Collector indicating my property taxes were not paid ( see attached ). The amount specified included a ~ {$52.00} penalty the county assesses on each month the taxes are unpaid. 

The same day ( XX/XX/XXXX ), I submitted a secured message through the XXXX mortgage portal indicating the error and a request for resolution ( see attached ). I do not have a screenshot but I recall, after posting the message, seeing a warning that secured messages would *not* be checked and I should instead call their service number. 

The same day ( XX/XX/XXXX ), I called Dovenmuehle at XXXX and learned they are not available on the weekend. 

On Monday ( XX/XX/XXXX ), I called Dovenmuehle at XXXX and was unable to reach an agent in the timeframe I had. 

On XX/XX/XXXX, I called XXXX at XXXX and spoke with an agent who forwarded me to Dovenmuehle. The agent indicated my request required escalation and connected me with a supervisor, who indicated they would prioritize the payment and were working on it already. I requested a reference number to help trace my issue in their system. The supervisor indicated they have no such way to trace specific issues and only refer to notes on the loan number. I requested that they cancel my escrow account with them and that I would handle payments to my county and insurer. The supervisor acquiesced but that it would need to be done after they paid, otherwise payment of the penalties might be complicated. 

On XX/XX/XXXX, I prepare and mailed a RESPA notice of error ( see attached letter and certified mail receipt and proof of delivery ) to the address on the back of the mortgage statements ( see attached ). 

By today, XX/XX/2020, I have not received a response - written or otherwise - from XXXX/Dovenmuehle. I checked my escrow balance and County property tax lookup and saw there was no change. I again called XXXX/Dovenmuehle at XXXX and spoke with a kind agent who indicated they had no ability to 'press a button to pay a property tax ' and that my request required escalation. They also indicated that all property tax payments were done manually. The agent tried to connect me with a supervisor, none of whom answered while we waited. So the agent told me they would connect me to a supervisors voicemail and asked I leave a message. After about 10 seconds of leaving a message, the voicemail cut me off and said I reached the maximum length. The agent, also frustrated, indicated that " its been like this for 2 days : the supervisors wont answer their phones ''. 

Today, XX/XX/2020, I am submitting a complaint to the CFPB.

Company response to consumer: Closed with explanation