Consumer complaint received 2021-08-26
Company: Dovenmuehle Mortgage, Inc.
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/XXXX I was offered forbearance from my lender Dovenmuehle/ XXXX XXXX  XXXX In XX/XX/XXXX I was contacted by my lender who stated that my forbearance was up and asked if I was still experiencing hardship. I was and I responded with yes. I was offered a loan modification which could add missing payments to the end of my loan and get a lower interest rate that will lower my monthly payments. I was also told that I would need to resume payments starting with XX/XX/XXXX which I did through XX/XX/XXXX. I submitted my first loan modification application on XX/XX/XXXX and all required documents by XX/XX/XXXX via the loan solutions portal provided to me by my lender. 

I was told that was all I needed to do and that I will be contacted if anything more was needed. I called every week for 3 months straight, requesting a status of my application but was told to be patient due to covid-19. I called a total of 26 times and was repeatedly told to be patient as my request was still under review. Finally I called on XX/XX/XXXX and demanded to speak with a manager because it has now been 90 days since my application was submitted and that I was not making another payment until I speak with someone about my loan modification application. I was put on a long hold and the rep returned and said that there was a problem with my account and that someone will be in contact to explain what happened to my application and documents within 24 hours. I never received a call back. 

I called again on XX/XX/XXXX and was told that my specialist was XXXX XXXX who now requests that I start a new application and offered no explanation of my first application and documents. I became upset and asked to speak with her supervisor XXXX XXXX and demanded some explanation as to why I was repeatedly told to be patient when no one was reviewing it. XXXX got on the line and proceeded to tell me that there was a system error that left my account in forbearance and that the lack of processing was no fault of hers or XXXX 's. She also stated that she was not going to expedite my new request because that would not be fare to others also waiting for processing. Finally she stated that XXXX now has another 37 days to get back to me and that there was nothing more for me to do but to be patient. 

I felt this was rude and unfair and that XXXX was defensive and unprofessional and lied about my account error and being returned to forbearance because I was never told this when calling weekly to check the status. I was always told it is under review with loss mitigation, and not the forbearance department. I filed a complaint against XXXX and XXXX that day ( XX/XX/XXXX ). I expected for some manager to get back to me with a resolution but I heard nothing. I resubmitted my application and supported documents again on XX/XX/XXXX. I called two days later XX/XX/XXXX and asked to speak with XXXX 's supervisors XXXX and XXXX and was told that an email along with my complaint has been sent to them and one of them will email me. I then called again on XX/XX/XXXX and requested to speak with XXXX or XXXX as i heard nothing back from them but was told they were not available. 

I then asked to file another complaint on XX/XX/XXXX requesting that someone listen to my and XXXX 's call to debunk her lies and to give me a status of my application. I called again on XX/XX/XXXX as I have not been contacted about any of my complaints of my previous application issues. My last call was on Monday XX/XX/XXXX where I asked to speak to XXXX or XXXX about the status of my modification as all documents were again uploaded for a third time on XX/XX/XXXX but the account still shows the same documents as missing. 

My complaints are for XXXX 's lack of attention, response and processing of my first and second loss mitigation applications/documents as well as XXXX 's very rude and false phone call informing me that my loan was coded incorrectly which caused it to fall through the cracks and that I will be placed at the end of the processing list despite having submitted my applications over 5 months ago. Your immediate assistance is requested in resolving these issue with the mishandling of my loan modification and the reps telling lies and avoiding my review request and to get my loan modified correctly and timely. I feel that this is an attempt to avoid me having my loan modified which is my right by law. Thank you, XXXX XXXX

Company response to consumer: Closed with explanation