Consumer complaint received 2015-09-16
Company: Dovenmuehle Mortgage, Inc.
State: IL
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
I refinanced my mortgage with XXXX XXXX. My previous mortgage company was Dovenmuehle Mortgage. My loan was fully funded and paid off on XXXX/XXXX/2015. 
I then called Dovenmuehle Mortgage and requested the refund of my escrow. They told me that it would be sent within 30 days. I said this was unacceptable as these are collected funds. I asked for the funds to be sent to me sooner and they would not honor my request. Attached is a copy of my transcript with their customer service. PlLoan Number:XXXXYour Name : XXXX XXXXEmail Address : ( Send Transcript ) XXXXXXXXXXXX Number ( optional ) XXXX XXXX XXXX # XXXX & lt ; br / & gt ; XXXX, FL XXXX XXXX XXXX XXXX XXXX. Thank you for contacting us. How may I assist you? 

Visitor XXXX XXXXI have refinanced and am looking for a refund of my escrow account. 

XXXX XXXX XXXX XXXXBefore we continue, for verification purposes, can you please verify the last XXXX digits of your Social Security Number? 

Visitor XXXX XXXX XXXX XXXX XXXXThank you. One moment please, while I access your account information. 

XXXX XXXX XXXX XXXXPlease be advised, any remaining escrow funds will be refunded as a check to your mailing address within 30 days of your paid-in-full date of XXXX XXXX. 

XXXX XXXX XXXX XXXXIs there anything else I can assist you with today? 

Visitor XXXX XXXX30 days is really long time to refund what is due to me! I want this conversation escalated to a managerXXXX XXXX XXXX XXXX. One moment, please. 

Visitor XXXX XXXXAm I still connected? 

XXXX XXXX XXXX XXXXYes, I apologize for the delay. 

XXXX XXXX XXXX XXXXThe manager will join this chat momentarily. 

XXXX XXXX has joined the chat. 

XXXX XXXX XXXX XXXXXXXX. XXXX? 

XXXX XXXX XXXXYesXXXX XXXX XXXX XXXXGood afternoon. I see you 're requesting a status on your escrow refund. Is that correct? 

Visitor XXXX XXXXI am requesting a refund of my escrow. The loan is paid off and my escrow is collected funds. 

XXXX XXXX XXXX XXXXI see that we just received your payoff funds on XXXX XXXX, 2015. You should receive your escrow refund within 30 days from that date. 

Visitor XXXX XXXX30 days is too long. These are collected funds. I need the government agency you report to? 

XXXX XXXX XXXX XXXXI 'm sorry, XXXX XXXX, but we will not issue the refund check for at least two weeks after the paid in full date. This is to ensure the payoff funds have cleared and that there are no issues with the payoff. You will likely receive the refund check before 30 days. 

Visitor XXXX XXXXI am sorry, but that is not acceptable. The funds are good as you know. Please give me the government agency you are licensed under. Also, should I use your name as XXXX XXXX or do I need your employee number? 

XXXX XXXX XXXX XXXXI 'm sorry sir, but the 30 day turnaround time for escrow refunds is standard for the mortgage industry. We can not release the remaining escrow funds any sooner than I have indicated. 

Visitor XXXX XXXXWhat is the government agency you are licensed with? 

XXXX XXXX XXXX XXXXI 'm not sure what you are referring to, XXXX XXXX. I can say that we 're regulated by the Consumer Financial Protection Bureau ( CFPB ) and that we follow all appropriate government regulations such as the Real Estate Settlement Procedures Act ( RESPA ). 

Visitor XXXX XXXXIn order for me to file a complaint, I need to know if I should use XXXX

Company response to consumer: Closed with explanation