Consumer complaint received 2023-11-10
Company: Dovenmuehle Mortgage, Inc.
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage
Sub-issue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu

Complaint:
I've been in loss mitigation for this loan for some time. Due to a problem with IRS, I did not have the documents needed to complete the application and remained in touch with the loss mitigation team. During a recent disaster declaration on our island, XXXX XXXX  cancelled my loss mitigation process and put the loan into forclosure. 
I worked with HUD and a HUD housing counselor who got onto a conference call with the mortgagor. This was very helpful as the mortgagor has been difficult to deal with and has made statements that I know to be untrue. 
This call was on or are XX/XX/XXXX of XXXX. There was a list of 5 documents that although each has been provided, the representative we worked with claims not to have ever received. 
The five documents include page one and 2 of the application, a hardship letter, a letter explaining my income, one of the following 2 most recent bank statements showing self employment deposits amounts ( this is what I included ), quarterly profit/loss statement, most recent complete and signed business tax return or the same personal tax return ( this was previously provided as well as as completing and signing the form for a transcript of tax returns-personal and business tax return is the same as I file as a single member llc ). 
All of these documents were again uploaded to the portal on or around the XXXX of XXXX. I did not " double '' my submission that time by also emailing the documents although that became my standard practice following this communication. 
I separately sent an email requesting the pay off and recent statement be sent to me, this was printed signed and emailed as requested. 
The payoff statement has not been received and the request ( wet signed and dated ) was again sent on XX/XX/XXXX via email and postal mail. 
XXXX XXXX continued to claim that did not have the documents in their possession. 
Again, a call with the HUD Housing Counselor was made with the loss mitigation department. They again claimed not to have the documents. We questioned this specifically but the rep could not confirm what was uploaded or emailed. She could not follow up on previous document submissions, could only read the screen that said they weren't there. 
On XXXX, the same documents were emailed to the loss mitigation department as instructed as well as uploading to the portal. My HUD counselor recommended reaching out to Consumer Finance Protection division as you are the correct entity to complain to-she seemed to agree that we were getting the run around. 
On XXXX I sent a hard ship letter that was requested during the hud counselor call, it was not sent on the XXXX as it had not been created yet. This letter is the same exact information that is asked of me every single time I call in, it relates to the events and circumstances that led to the hardship. I personally feel that this practice of forcing those of us in uncertain times to revisit the pain and loss that we suffered in order to speak with the mortgage company cruel and unusual punishment. Nevertheless, the letter was written, ink signed, and dated. 
On XXXX first, I received a call which I thought was in reference to my message following up on the pay off statement. The representative from the loss mitigation department had no information about that. I was not surprised to find they were again citing " missing '' documents. 
Now they state that if the documents I sent were the " two most recent bank statements with self employment income '' that I should write a letter, print it, and ink sign it, scan it back in and send to them to certify that the documents I sent were in fact the " two most recent bank statements with self employment income ''.

The tax returns submitted and the signed release for transcript submitted months ago so they could request copies from the IRS did not seem to qualify although the requirement was for EITHER two most recent... or the complete signed and dated business/personal tax return of which they had ALL.

In other words, they are requesting additional documents of me. 2 bank statements OR 2 tax returns is the requirement-not 2 bank statements, 2 tax returns and a letter explaining why these are the documents.

To date, I am going to lose my home to forclosure because the company will neither work with me in good faith towards a loan modification nor provide the pay off so that another mortgager can take over the loan.

At this point, I can't reduce the mortgage because of the cat and mouse games with the required documents. I have another lender but can not pay it off without a pay off number.

Company response to consumer: Closed with explanation