Consumer complaint received 2021-05-04
Company: Dovenmuehle Mortgage, Inc.
State: KS
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
I closed on the sale of my residence on XX/XX/XXXX. 

Dovenmuehle Mortgage via XXXX XXXX XXXX XXXX XXXX ( XXXX  ) sent my escrow refund check on XX/XX/XXXX. However, the check was sent to the incorrect address. The check did not arrive to my forwarding address. 

On XX/XX/XXXX, I contacted the company to begin a stop/void and reissue process of the escrow refund check. The company made me aware there has to be at least a 30-day wait period, from the date the check was sent, before being able to begin the stop/void and reissue process. The first day the process can begin is XX/XX/XXXX and the company put in a post-dated request. 

I contacted the company on XX/XX/XXXX confirming the stop/void and reissue process began. The representative made aware the check number is unknown, tracking number is unknown and unknown when payment will arrive. The representative made aware he is tracking down all this needed information and will call back via my cellphone. I did not receive a call back. 

On XX/XX/XXXX I spoke with a representative to inquire the status of the process. She made me aware the previous check that was sent was verified as " not cashed '' and/or " not deposited ''. She made aware a new check was to be written and sent on XX/XX/XXXX, should take about 1 week. 

Upon not receiving a check, on XX/XX/XXXX, I spoke with a representative who made aware the company was working to get my check completed and sent out expedited. 

Upon not receiving a check and/or company updated, on XX/XX/XXXX, I spoke with a representative making aware the was reissued, should be arriving within a week or two, and a manager would be contacting me back by end of business to discuss handling. I received no contact back from a manager. I called back on XX/XX/XXXX, and spoke with a representative who communicated with cashier department and got no response on the current status. The representative said she'd copy me on email and follow up with phone call for exact status. Our call at that time was towards the end of the business day and she promised to return phone call the next day. I received no follow up correspondence and/or communication. 

On XX/XX/XXXX, I spoke with a representative who made me aware she's requesting reissuing refund, sending task today and they will make sure it wasn't cleared. She made aware once check shows " not cashed '' a new check will be reissued, sent and received within 5-7 business days. She made aware the check should be received by XX/XX/XXXX. Further, she made aware when the escrow refund is reissued, I will see a new line item and date for reissuance of escrow refund via my online account and profile. 

On XX/XX/XXXX, I spoke with a representative to inquire status. The representative made me aware there hasn't been a check cut yet, process takes up to 30 days to cut the check, process began XX/XX/XXXX and not XX/XX/XXXX. The representative transferred me to a supervisor, as she saw all the notes on my file and saw process has taken more than 30 days. The supervisor answered and made me aware previous representatives continued to restart the process, instead of making aware status, which caused delay ( s ). This supervisor ( XXXX  ) made aware she is sending to her manager to have expedited payment completed, considering my XX/XX/XXXX contact. I was made aware the next time I contact, call # XXXX and ask to transfer to the escalation line. I was given a 10 day turnaround time expectation for receiving payment and the representative made aware she will provide updates via email. I received no communication via email from the representative. 

On XX/XX/XXXX, I spoke with a representative and was transferred to the escalation line to inquire status. The escalation representative has no status and no new notes since my XX/XX/XXXX contact and made aware no new check was created. I asked to speak with a manager, was made aware a manager was available but was transferred to a voicemail. I contacted back and spoke with another supervisor on the escalation line and was made aware XXXX was not in the office. This supervisor put me on hold to check status and within that hold time, she disconnected the line and I had to call back. I called back for the 3rd time in same day, spoke with another supervisor, same party who I previously spoke with who didn't follow through on her promises and I asked to be transferred to someone else. That party picked up and disconnected. I called back a 4th time and spoke with a supervisor who previously disconnected the line. This supervisor said the process takes 30 days and she said sent email to Banking Department. I made aware that's not what I asked, I only asked for a status, as I was instructed on XX/XX/XXXX. I asked to speak with a Manager. The supervisor said that " it's XXXX and most have gone home today. '' The supervisor put me on hold to find a manager. No manager available. The supervisor said to expect check on/around XX/XX/XXXX. 

On XX/XX/XXXX, I spoke with a representative and was transferred to the escalation line to inquire status. The escalation supervisor placed me on hold and said she is speaking with the financial department manager in order to get clear understanding of status. Before providing an update, I was transferred to another supervisor in the same line of authority. This new-handling supervisor ( XXXX ) was not made aware the nature of the phone call and had to take a minute in order to understand my account as it pertained to the nature of the call. XXXX confirmed, in essence, a " passing of the buck '' occurred via the first escalation supervisor I had communications. XXXX made aware the refund is still being processed from when the request was submitted. XXXX made me aware the date the request was submitted is actually showing XX/XX/XXXX, not XX/XX/XXXX, and process takes 30-60 days to complete. XXXX again confirmed the process was re-requested on XX/XX/XXXX. I demanded to speak with a manager and refused to hang up, as this is new information I was never provided or given expectation, the service I was promised wasn't delivered, and the requests for escalations haven't been executed by upper management. XXXX said her manager wasn't available, demanded transferring me to voicemail and guarantees a contact back. I made aware I've experienced this recommended action multiple times and have not received a return phone call and/or correspondence. I was transferred to another party in the escalation line. I spoke with another escalation supervisor for a moment and then was told I was being transferred to a manager. The party who picked up said he was an Assistant Manager. In re-explaining my situation, the assistant manager didn't say anything and disconnected the line. I contacted back and spoke with another escalation supervisor. I demanded to not speak with an escalation line member, as I was just speaking with an Assistant Manager. She made aware she has to transfer me to another supervisor. During this time, the line was disconnected and no contact made with another party. I contacted back again and spoke with a different escalation supervisor. She confirmed the 30-day beginning start time is XX/XX/XXXX, not XX/XX/XXXX. I made aware I'm being misrepresented and handled in bad faith based on the information and expectations I'd been previously given. She offered to inquire status with cash department and I refused as this task was completed previously and created a reprocessing of check. She continued to offer to reach out to the cash department for status and I declined, in order to avoid additional reprocessing request. She offered to transfer me to her Manager 's voicemail but I declined, as I experience no success with return contacts from the company. I was transferred to another escalation supervisor, and she made aware the check was requested for expedited handling but she was unable to give me a date of processing and/or expectation for time to process. She made aware she sent request to her manager, who agreed the process should've been completed by this time. For resolution, the company said they're going to start another reprocessing of stop/void and reissue of payment. This payment will be expedited and the escalation supervisor made aware the refund check will be sent to my mailing address and my mailbox/address will receive it by " Monday ''. When I inquired if " Monday '' meant " XX/XX/XXXX '', she said that date is not certain and unable to give me exact information and/or tracking information and/or contact to the manager. I asked to be transferred to the manager 's voicemail, as previously offered, and escalation supervisor made aware the manager 's voicemail is not working at the time and unable to give email information for the manager, to help provide confirmation. The escalation supervisor also made aware she will not send me confirmation of expedited process and/or give me further expectations.

Company response to consumer: Closed with explanation