Consumer complaint received 2023-08-02
Company: Dovenmuehle Mortgage, Inc.
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
After receiving assistance from the XXXX program XX/XX/XXXX, I constantly called XXXX Mortgage to find out what my ongoing monthly payments are and was told the payment has not been applied to my account therefore they will not know what my ongoing payments are until the payment is applied. However, on XX/XX/XXXX I received a statement stating I owe {$3300.00} for XXXX, XXXX and XX/XX/XXXX, due good through XX/XX/XXXX. Which is on a Saturday and I had to rush to the post office and mail a check for the balance so it will be posted dated by XX/XX/XXXX. The check was received and cashed on XX/XX/XXXX however, the check is still sitting in a suspense account and no one can tell me exactly why its been over a month and it has not been applied to my account. Also, I paid my property taxes in full for the year and I am not able to have a re-analysis of my escrow because my payments are not being applied to my mortgage. I submitted the mortgage payment of {$1000.00} for XX/XX/XXXX on XX/XX/XXXX however the check was sent back. I sent another check in on XX/XX/XXXX. I spoke with a representative today with employee ID : XXXX and now I am being told I owe a {$39.00} late fee from XXXX which is 5 years ago. I asked the representative why a {$39.00} late payment was not included in the total amount due provided to the XXXX program for assistance, and she stated that she did not know. She stated I owe a balance of {$2100.00} for XXXX and XX/XX/XXXX. I asked her what are my monthly payments and she could not tell me. I told her that someone last week and they told me I owe {$1000.00} and she said correct. However, no one can tell me what my monthly payments are and no one can tell me why the payments are not apply to my account. She say that the payments are just sitting there in your account but she doesnt know when they will be applied to my account. she stated it may take 30 days however, its already been over 30 days. 
When I called last week on XX/XX/XXXX I spoke with a representative with employee ID : FLR she also stated I have money just sitting in the account and has not been applied to my account and she does not know why either and she will have to reach out to find out why the account is still in suspense when I am no longer an active loss Mitigation. However, she became very rude when I would not provide her with my personal medical information. She asked me what was my hardship, I told her it was XXXX and she asked me what about XXXX, and I told her I had it. Then she proceeded to ask me if I was in the hospital and I told her that was very sick and if I was was in the hospital was my personal medical business and she became rude and argumentative with me and stated all I had to do is tell her if I was in the hospital. My hardship was over 2 years ago and if I was in the hospital is none of her business. If she wouldve asked me how did it affect me or did I lose my income or loss my job that wouldve been more appropriate. I am trying to find out what the status of my mortgage and they are asking me about a hardship that was over 2 years ago. Everyone at Dovenmuehle Mortgage seems to be clueless. Dovenmuehle Mortgage is egregious and very incompetent. I can not understand how they are allowed to service mortgages or contract with XXXX, XXXX and XXXX agencies especially with seeing all of the negative reviews and comments about their poor customer service and the poor rating with the XXXX XXXX XXXX. Even contacting them in writing I get no response. I get the same standard letter stating they will provide information as promptly as possible however, they never do. It seems like this is standard because I see incidents with people online that receive the same standard letter and get no responses. I requested a leisure or report stating each payment that was made from the funds that were received on my behalf. Especially the {$13000.00} in fees which they stated was for foreclosure fees. They only found one foreclosure in XXXX and Im sure it did not cost {$13000.00}. I would like to see a written ledger or statement of all payments that were included in the {$13000.00} in fees. 
Getting information about my mortgage status and mortgage payments should not be this hard.

Company response to consumer: Closed with explanation