Consumer complaint received 2022-07-12
Company: Dovenmuehle Mortgage, Inc.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
The last year after filing a compliant against our mortgage company for misleading us and never sending us the COVID-19 program information, mortgage representative XXXX XXXX reached out to us on XX/XX/XXXX at XXXX pm, from our understanding XXXX made an error and closed the forbearance. She requested a forbearance reinstatement, she told us to not worry about this until we have a status change in our situation. On XX/XX/XXXX we call XXXX we left a detailed message for a call back due to long wait times. We called again XX/XX/XXXX and left another message. On XX/XX/XXXX approximately XXXX to XXXX am XXXX called us, he explained we where close to going into foreclosure and really the only option was to make a payment to bring it up to date, we started to panic, for some reason requesting a loan modification wasnt really an option. We forgot to ask to speak to XXXX. Thinking we had to come up with XXXX we asked XXXX to call us back after lunch to give my wife and time to think about how to proceed. We asked XXXX for a total payoff amount, he made the request and said it would come via US Mail and that it was quick. We asked him to call us back so we could make a payment after we had time to think. He never called. Fast forward to Monday XX/XX/XXXX and asked for XXXX, the person could not help find XXXX, after explaining everything to her she told us to wait until we got the payoff, then call and make a payment. She said we had been moved to collections, from loss mitigation. I recall say thats a good thing then correct? When the payoff didnt arrive by Friday XX/XX/XXXX, we called back and where told we had been placed in foreclosure!! We could not believe this has happened, we called and called tried and tried to get someone to help us, they didnt send the documents in a timely manner or followed through with promises to call back. We where told we could not make a payment, the rep told us since it hasnt been 24 hour we could request a loan reinstatement so we could make a payment, all this time we believe that a loan modification is off the table. We accessed my 401K to come up with the money! Up to this point nobody bothered to help us keep our home by suggesting modifications or mortgage assists from XXXX XXXX. We immediately sent the reinstate request detailing everything Ive detailed here! We where fully expecting to get reinstated, our house goes up for sale XX/XX/XXXX! We finally reached XXXX XXXX and she has requested a reinstatement. We received a conditional offer that included XXXX for attorney fees! This is not fair, we are willing to pay back every XXXX we owe, thanks to XXXX we have applied for Texas Homeowners Covid-19 relief that would pay the XXXX once approved. ALSO, the application for the Texas Homeowner Relief fund required the date we came out of forbearance, we where not certain so we called XXXX and asked for XXXX, she was unavailable, we then ask the rep on the phone if she could tell us the date our forbearance ended, after some time she came back and said XX/XX/XXXX. I used this on our application, when we spoke to XXXX the following week she said that was not right, she really didnt know exactly when it ended, our best guess is XXXX.

Company response to consumer: Closed with explanation