Consumer complaint received 2022-09-26
Company: Dovenmuehle Mortgage, Inc.
State: DC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Days after closing on my home in XX/XX/XXXX, my mortgage was sold to Dovenmuehle for loan servicing under my primary lender, XXXX XXXXXXXX XXXX. Since XXXX XXXX, I have been trying to get them to rectify an ongoing tax/escrow issue that sent my escrow account over $ XXXX into the negative and inflated my monthly payment despite having a fixed rate. The monthly payment amounts that Dovenmuehle have claimed to be accurate have fluctuated several times since the issue began, going as high as over 150 % of my original payment of {$2100.00}. Six months went by of XXXX XXXX asking Dovenmuehle to respond to this issue contact me before someone named " XXXX '' finally called, in XX/XX/XXXX. I never got a last name, email, or phone extension despite asking repeatedly. Even XXXX XXXX was not able to attain this information. Once, I called and was told by an operator that there was no one working there by that name, hours after he left me a message on the same line. After that, when I asked for him I would be transferred to a generic voicemail. I waited weeks for his responses. " XXXX '' asked me to resend my closing paperwork that the title company had sent many times over when asked for updates, because he said he couldn't tell me anything without it. When I wanted to talk to a supervisor, he said that they are too busy to take calls and that he wasn't allowed to give out anyone 's name. Every time we spoke, " XXXX '' would ask when I would be sending in the inflated monthly payment, despite that being my whole issue to begin with. I would have to repeatedly tell him that I had been paying my original monthly amount through XXXX XXXX as agreed and documented in email exchanges with XXXX XXXX. I felt increasingly uncomfortable each time he asked. He was pressuring me to pay an amount that he knew was way more than what I actually owed. In XX/XX/XXXX, I asked XXXX XXXX to request to Dovenmuehle to have him removed from my case. I was then connected to XXXX XXXX via email, a " Supervisor II '' from the " Escalation Resolution Management Research Department ''. In her first message to me in on XX/XX/XXXX, she stated, " We have to wait until the XX/XX/XXXX bill is issued before we can update the tax lines on your loan ending in XXXX. '' On XX/XX/XXXX, after several emails and calls made to her for follow-up, she told me that my tax line for XXXX was corrected to be {$5600.00}. I did a quick search online, found the actual amount, and shared this with her ( {$1600.00} ). I again waited for them to do a new escrow analysis. On XX/XX/XXXX, XXXX stated to me via email that an escrow manager would be contacting me. I to date have not received a call. On XX/XX/XXXX, XXXX responded to an email inquiry from me sent on XX/XX/XXXX asking for an update. She stated, " I find the analysis run is incorrect and have again reached out to the XXXX manager for assistance. I apologize on this delay. I will touch base with you tomorrow. '' On XX/XX/XXXX, I called and emailed XXXX asking her to call me. I to date have not received a call from her. On XX/XX/XXXX, XXXX informed me via email that their current escrow analysis is accurate and that my monthly payment as of XX/XX/XXXX is {$2500.00}. The escrow analysis date on the document she sent to me was XX/XX/XXXX, the same date that she last told me the analysis had been incorrectly run. This calculation of my bill includes a {$320.00} fee for " shortage/surplus spread '' to cover the still incorrect inflated amount for the tax lines for XXXX XXXX XXXX. Also, her email on XX/XX/XXXX stated, " Currently, the loan shows due for XXXX in the amount of {$3200.00} of with you have already paid {$2100.00} which is in a holding account. The amount of {$1000.00} is needed to complete the XXXX payment. '' However, when I log into my loan portal, I see no additional amount owed aside from the monthly payment of {$2500.00}. She has not yet provided an answer for why I would owe over an additional XXXX for my XXXX payment, nor did she send me any documentation breaking down my XXXX payment. She only asked me for this money in the body of an email without further detail. On XX/XX/XXXX, I responded and stated that I still thought that was inaccurate and requested an extension on the pause for late fees/credit reporting and for Dovenmuehle to confirm that their analysis of my payments in full detail. XXXX responded to this stating only that the credit report suppression is active through XX/XX/XXXX. She did not indicate a willingness to look into the matter further nor extend the moratorium on late fees/credit reporting. Despite having confirmed documentation from XXXX XXXX that a credit reporting suppression has been placed on my file since the issue began, I have received several calls and letters stating that my loan is overdue and I am at risk of foreclosure. Also, the amounts that I owe for my mortgage are showing incorrectly on my credit reports across the three major bureaus. On XX/XX/XXXX, I involved XXXX XXXX, with XXXX XXXX XXXX, who has been collecting my monthly payments and been asking Dovenmuehle for months for a resolution. She emailed XXXX asking for a detailed update as to why this issue had not been resolved. XXXX responded stating only, " The tax issue should be straightened out now. We updated the tax lines and reran the escrow. I had advised XXXX of the updated payment on an email earlier this week. '' As of XX/XX/XXXX, XXXX nor a supervisor have returned by requests for a phonecall.

Company response to consumer: Closed with explanation