Consumer complaint received 2020-09-29
Company: Dovenmuehle Mortgage, Inc.
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Starting XX/XX/2020 we contacted XXXX XXXX XXXX by phone in regards to having the private mortgage insurance ( PMI ) cancelled on our mortgage. They were extremely helpful and conveyed that Dovenmuehle was the company contracted to administer this program. On XX/XX/2020 we received a letter with information on how to proceed with this process. Included in this information from Dovenmuehle was a Fannie Mae " Borrower-Initiated MI Termination Evaluation Results '' sheet. On this sheet was listed a Property " As Is '' Value amount ( AVM ) for our property as of XX/XX/2020. This amount was listed as {$260000.00}. 
This is where the complaint starts, not with XXXX XXXX XXXX, but with Dovenmuehle. The AVM listed was the determining factor in proceeding. On XX/XX/2020 we sent our letter to Dovenmuehle along with our check for {$470.00} for BPO/Appraisal fees. An appraisal of our property was performed on XX/XX/2020. We received a letter dated XX/XX/2020 indicating our appraisal came in at {$240000.00} which did not meet their requirements. I contacted Dovenmuehle by phone questioning why the XXXX and appraisal were so different. No one could give me an answer and I was told they would start an order to the Special Loans Department and they would contact me. After two months we received a letter on XXXX XXXX, about appealing our appraisal. Detailed information on our property and information on three comparable properties was needed and must be returned within 30 days. We sent the requested information to Dovenmuehle Escrow Department on XX/XX/2020. After no communication from Dovenmuehle for six weeks I contacted them by phone on XX/XX/2020. The agent I talked with this time said that they had not received the requested information. I of course questioned this and after some time on hold she informed me that the packet of information ( over 20 pages ) had been located but no action had been taken. She started another new order and told me a review would be completed by XX/XX/2020 and we would be notified via mail shortly after that date. After receiving nothing from Dovenmuehle, I called today XX/XX/2020, the first agent checked my file and told me that no review was done due to the fact that the requested information was not received by their deadline and I would have to request another appraisal and resubmit the information. I immediately asked to speak with a Supervisor or Manager! The Supervisor reviewed my file and at first repeated the information and deadline debacle. She then checked again and did in fact acknowledge that the packet had been in Dovenmuehle possession since XXXX. She then said the only thing she could do was start another new order with special notations that the information was in fact timely. She the stated that it would be XX/XX/2020 before the review would be completed and we would be notified via mail of the results. She also said I could call back after the XXXX for a verbal response.

Company response to consumer: Closed with explanation