Consumer complaint received 2022-11-11
Company: Dovenmuehle Mortgage, Inc.
State: NH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
We closed on our loan XX/XX/XXXX we prepaid ins for the year so our next ins payment would be do one year latter XX/XX/XXXX the payment was not made by servicer Dovenmuehle mtg/ DBA XXXX  XXXX XXXX XXXX I have a customer service # for them XXXX XXXX XXXX XXXX XXXX mill refer to the above as ( servicer ) from this point forward. 
The ins payment was not made by servicer and ins was canceled. 
When this was brought to my attn by my ins agent I contacted servicer and was told they tried to contact my agent 3 times. 
This was a complete and total lie my agent is a local small office that I have done business with for over 10 years and I know every person in the office and not even 1 call would have fallen through the cracks let alone 3. 
Further the servicer had our contact info and made no attempt to contact us either. 
The only solution to save our ins was for us to pay out of pocket to get it reinstated. 
of course this cancelation would hurt our payment status possibly resulting in sanctions against our ins rating. 
After days and multiple hours on the phone with servicer the only way to get our out of pocket money back was for the servicer to pay the ins co so they would refund our out of pocket money.

This ultimately was done, but clearly if our agent did not make us aware of this and work diligently to help us. 
as a result of this gross negligence we would have been without ins and if we had a catastrophic loss would have lost our home. 
At the beginning of the XXXX tax year we received a tax increase. 
Apparently to compensate for this increase the servicer raised our monthly payment and gave us no notification that this would be done. 
Upon doing our do diligence we found that the servicer is required by law to make us aware of any impending increases. 
Of course when we confronted the servicer they insisted that they sent a letter. 
we never received ant such letter and the servicer could produce no proof that they ever sent it. 
and we were told it must have been lost in the mail I would assume such a important document would be sent certified mail once again an absolute lie. 
We were told our options to deal with the increase were accept the new payment amount or we could pre pay the tax increase in full. 
we choose to pay the increase in full. 
We were than told by the servicer that we would have to continue to pay the higher payment for two more months and the increase would be refunded to us shortly there after. 
Several mths latter servicer refunded one month increase to us. 
Upon contacting servicer around XXXX regarding the second mths refund. 
We were told it was never sent we of course questioned that and were told dont know it just wasnt We were than told we would have it in 7 to 10 days. 
As of today XX/XX/XXXX we have not received payment. 
Additionally, all of our tax payments have been late and we have had to correspond with our tax office to peruse payment from servicer. 
Now here we are XXXX has rolled around and we fearing that the servicer would again not pay our ins premium. 
we started our do diligence our ins was do no latter than XX/XX/XXXX after remaining in constant contact with our agent who was perusing the servicer once again we are in cancelation status. 
Thankfully our agent was able to buy us some time with the ins co. 
I personally had to chase the ins division of the servicer and force them to overnight a check for payment which arrived several days past our cancelation date. 
upon conversation with my agent, she seen in her system that the servicer was requested to make this payment om XX/XX/XXXX the servicer than corresponded with my ins agent on XX/XX/XXXX. 
And still allowed the ins to go in to cancelation status. 
Now the really amazing thing is the servicer actually sent us an email saying the ins payment had been made see attached on XX/XX/XXXX if we had not been doing our do diligence and believed this email we would have been canceled again this is not acceptable. 
The supposed theory behind this servicing of our loan implies that we are not capable of paying our bills. 
Obviously we would be much better at servicing our own loan. 
We have repeatedly requested to service our own loan or have another company perhaps our bank do it. 
And were denied as we were told the loan is XXXX  backed so servicing your own loan was not allowed. 
It is beyond obvious that this company is not capable of servicing our loan properly. 
Our desired outcome would be to service our loan or delegate it to a company of our choosing. 
And of course, have the payment increase that they still almost a year later have not returned to us returned. 
And have this complaint be made public information be made public so that others may not have to endure this nightmare Sincerely XXXX XXXX / XXXX XXXX

Company response to consumer: Closed with explanation