Consumer complaint received 2015-11-24
Company: Dovenmuehle Mortgage, Inc.
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
We are writing to you because we were encouraged to do so by a credit consultant even though our complaint involves incidences that happened about 2 years ago. 
On XX/XX/XXXX we were granted a Special Provisions Agreement by Dovenmuehle Mortgage through their Loss Mitigation Program due to a medical hardship. In light of that we were mindful about making our payments on time. At the end of XXXX we mailed our XXXX 's mortgage payment, however it was n't until later in XXXX that we discovered that the Post Office made an error and mis-sent it and the mortgage company never received it. I followed up with Dovenmuehle, explained what happened, and resent payment ; however, someone dropped the ball. This caused a ripple effect because XXXX and XXXX 's payments were sent back to us with a letter stating to call the attorney 's office to re-instate the account. 
Also we later found out ( XXXX ) that Dovenmuehle had no record of our XX/XX/XXXX payment either. Through research we discovered it had been fraudulently cashed ( XXXX ) this added another delinquent payment to our account. However, when I talked the mortgage company in late XXXX, they knew then about XXXX 's payment and nothing was brought to our attention. Again someone dropped the ball. 
Over next 12 months, we provided explanation, documentation and clarification to Dovenmuehle to no avail. We resubmitted our hardships a couple of times and made appeals to the Loss Mitigation Department and we were getting nowhere. For a full year, things grew worse because we were getting the run around. Every month for a year it was something ; XX/XX/XXXX : Granted FHA type XXXX Special Provision Agreement for XX/XX/XXXX-XX/XX/XXXX ; later XXXX : No record of payment by Dovenmuehle but we were n't notified ; payment was fraudulently cashed - shows delinquent on XXXX : XXXX 's payment mis-sent by Post Office - shows delinquent on XXXX : XXXX and XXXX 's payment returned. Instructed to call attorney 's office to reinstate ; they in turn told us to call Dovenmuehle. Told to re-apply for the Loss Mitigation Program by resubmitting our hardship. 
XX/XX/XXXX : Sent more documents upon request : income statements, bank statements and letter of explanation of deposits. 
XX/XX/XXXX : Hardship was denied, yet it was requested to send a copy of XXXX payment. We appealed and sent receipts that all mortgage payments had been made on XXXX : Front/back copies of XXXX and XXXX payments were sent as XXXX : Instructed to resubmit the Loss Mitigation XXXX : Resubmitted packet to Loss Mitigation again. Inquired of XXXX XXXX to get their assistance and sent information to XXXX XXXX as well. Resubmitted our hardship ( again ) along with requested documents. 
XXXX : With the assistance from XXXX, Dovenmuehle finally reached out us to do a loan modification after a FHA Trial Payment Plan / Forbearance XXXX : Started trial payment plan through XXXX. XXXX : Signed papers for the loan modification along with a subordinate note/mortgage, which we were forced to sign because if we did n't foreclosure procedures would continuePrior to XX/XX/XXXX, we had a good record of making our payments on time. As a result of situations out of our control by the post office and Dovenmuehle, we were facing foreclosure, our credit negatively impacted ( our credit report reflects a foreclosure ), and we have a XXXX mortgage we were forced into. Had Dovenmuehle handled things accurately/professionally we could have been offered a Trial Payment Plan much sooner than a year later. 
We are soliciting your help to do investigate our situation. Our account was mishandled. The foreclosure should be taken off our credit and we should n't have a XXXX mortgage.

Company response to consumer: Closed with explanation