Consumer complaint received 2021-02-18
Company: Dovenmuehle Mortgage, Inc.
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We closed our loan with CHFA ( Dovenmeuhle ), in XXXX XXXX. We have had the runaround ever since on the escrow refund owed to us of {$3500.00}. I submitted a prior CFPB complaint as to the NUMEROUS conversations during every single month since XXXX. To include XXXX which they failed to mention in their last response. They company claims they have sent several checks but to a XXXX, CO address and we have repeatedly told them that our city is XXXX, Colorado. They know this as we have received our year end tax statement last month mailed to our correct address so why they are supposedly mailing these checks to XXXX, I don't know. We even received a {$54.00} check refund from the second account we had with them. Yet, the larger check has never arrived. 
After I filed the last complaint, I contacted Colorado Housing and Finance Authority ( CHFA ), who is serviced by Dovenmeuhle and a Senior Finance Officer there has worked diligently to get our refund to us. She made arrangements with Dovenmeuhle to have the funds direct deposited in to our bank account, in which they responded to the last CFPB complaint that they did that. That was a blatant lie. We have not received our escrow refund. Conversations with Dovenmeuhle since that time continues to say they again mailed out another check to us. Frustrated, we again wanted to verify the mailing address they are sending it to, and again, they state they mailed it to a XXXX address instead of XXXX. We have continually asked to have the mailing address corrected but they say they can not update it because it is an archived account. Why is an account that has not fully been closed out of all transactions be archived. They still owe us money on that account. The CHFA officer that has worked with me, XXXX, also provided them with our correct address. Again, we received our year end tax statement at the correct address, but not the money owed to us. 
Every time I have called, they ALWAYS " transfer '' me to a supervisor whose mailbox is full or I do leave a message and have NEVER been contacted by anyone from Dovenmeuhle. We are approaching 120 days since our account was paid off and are about to take legal action, contact the State Attorney General, as well as contact the media if we do not have our funds by the 120 day mark. I am a XXXX veteran with XXXX  XXXX and the amount of stress and anxiety this has caused me and my family is unreal. 

There are literally HUNDREDS of complaints here on the CFPB regarding this same exact scenario of people not able to get their money owed to them from Dovenmeuhle. This is 100 % a legitimate issue that the CFPB needs to look in to because this company is NOT returning money owed to their customers. This is clearly a class action issue. I don't think a simple response from the company on this, then closing the case is sufficient. There is something illegal going on with that company for consumers to not ever be able to get their money back. I HIGHLY encourage others to take their business elsewhere as this has been a complete nightmare.

Company response to consumer: Closed with explanation