Consumer complaint received 2020-05-26
Company: Dovenmuehle Mortgage, Inc.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
XX/XX/XXXX I called Dovenmuehle, my mortgage company, to ask what my options would be for loan payments over the next few months after I my pay was cut. I was asked a series of questions and told I would be eligible for forbearance. Not being familiar with forbearance, I asked what that meant, what the terms would be ( i.e. how many months/repayment options/etc. ) and was told by the representative she could only tell me I was eligible - but not tell me any terms as there a few different options that might be offered to me but that I would receive a letter which would include those details and I would have the option to accept or decline when I received the letter. I specifically asked if moving forward with this would have any permanent impact or lock me in to anything and the representative assured me that I can decide when get the information in the letter. I did not receive a letter. I did not accept or opt in for forbearance. I continued to receive my statements and make my monthly payments in full. I have never missed a payment to this date. Not hearing anything back from Dovenmuehle, I moved forward with other financial arrangements ( refinance ) for my mortgage. On XX/XX/XXXX, I learned that Dovenmuehle actually placed by loan into forbearance without my permission despite my lack of formally accepting or opting in and despite not even yet having sent me a letter and giving me the opportunity to review any offer /terms as I was told would happen. Note, at that time, I still had not received a letter giving me the terms or the option to accept nor any other communication. I called on XX/XX/XXXX and was told someone would call me back ( no one did ). I called back several times and finally and spoke to a gentlemen on XX/XX/XXXX who explained that since Dovenmuehle had such a back-log of forbearance inquiries, they just went ahead and approved all eligible inquiries instead of waiting for the acceptance or opt in. I informed him this clearly WAS NOT ok for me and I again explained that I did not accept or opt in I simply asked what my options were in XXXX to which I had not even received a response. The gentlemen said he would take it off of my record. On XX/XX/XXXX, I was told by my potential new lender that because it IS still on my credit record as opted out of forbearance ( even though I never accepted or opted in ) this prohibits my ability to refinance as planned. Again, I NEVER accepted or agreed to this how can I have a mark of opted out on my credit if I never opted in? I called Dovenmuehle back and spoke to a representative and requested they take the steps to expunge this from my record completely ( and again had to explain the whole issue ). I was by this representative that he would 'submit an urgent request ' to do so and he would have someone call me ( again no call ). On XX/XX/XXXX, I received 'the letter ' in the mail - dated on XX/XX/XXXX and post-marked on XX/XX/XXXX - indicating my loan was placed into forbearance effective on XX/XX/XXXX and asking me to sign and return. How do they put my loan into forbearance before they even send me the letter with details, the offer, and asking me to sign and accept? I called Dovenmuehle multiple times since, getting passed from department to departement and sent 10 emails asking for this to be corrected with the credit agencies and also to receive a letter immediately stating that this was Dovenmuehle 's error - stating my account should never have been placed into forbearance so that I can move forward with my refinance. I asked repeatedly to speak to a manager to get this corrected. Then i started asking for the president of the company since I was getting no response. On XX/XX/XXXX when I called again - I was told XXXX XXXX is assigned to my account and the representative gave me his email. I emailed XXXX asking for an update and a call. No response. I then emailed his supervisor XXXX XXXX asking for a call - no response. I called and asked for XXXX 's supervisor - told someone would call me back. I received a call back from " XXXX '' on XX/XX/XXXX ( after calling and forcing my way up to the top to speak to someone ). XXXX said she was sorry, they should have confirmed I wanted to be placed into forbearance before doing so and she would get this escalated immediately and call me back about the letter in the next 24 hours, and she estimated the letter would take a few days. I got no call back from XXXX, no email response, and have not received the promised letter. I am being negatively financially impacted as no lender will refinance me due to Dovenmuhle 's error and refusal to correct. I had a rate of 2.87 % locked in but now can not move forward - as Dovenmuehle is now knowingly holding me hostage to their loan by not correcting their error - so that I can not refinance. This is unacceptable and I suspect not lawful on their part first for placing my loan into forbearance without my express permission/authorization/or signature and second for refusing to correct their error especially now understanding the impact to me with the credit agencies and with any potential refinance. Im sure you will agree that my calling and simply asking " what my options are? '' is a far cry from signing me up for forbearance without my permission or acceptance.

Company response to consumer: Closed with explanation