Consumer complaint received 2020-10-15
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Dovenmuehle Mortgage, Inc. (MO)

Email summary of what was sent to XXXX -- - " I am writing to make a second formal complaint about the handling of mortgage numbers XXXX and XXXX. 

The second loan number is my present loan. The XXXX number is a loan that we refinanced thru XXXX XXXX XXXX. The refinance was dated about XX/XX/XXXX, I have received letter after the refinance was complete from Dovenmuehle to start sending payments to XXXX XXXX effective XX/XX/XXXX. I thought this was my recently refinanced loan that had yet again been sold, from Dovenmuehle to XXXX. After that letter, I sent in two payments to XXXX. However, I subsequently realized that the loan numbers were different. 

I had much difficulty in getting those XXXX payments returned. I would have never sent in payments if not for the Dovenmuehle delayed letter. At that point, I set up automatic payment for loan XXXX on the Dovenmuehle website. This autopayment from my bank should have been received by Dovenmuehle on about XX/XX/XXXX. This was before the due date of XX/XX/XXXX. 

I received a late notice via email on XX/XX/XXXX that the scheduled autopayment had not been recieved. I received the same late notice letter dated XX/XX/XXXX yet not received via USPS till XX/XX/XXXX. 

After receiving the email of late payment on XX/XX/XXXX, I call Dovenmuehle customer service XXXX ( " XXXX '' initials ) in order to research which customer service agent. She stated that I should have received a letter that my autopayment would not be debited from my account for the XXXX payment because a months notice was not enough time to set up an autopayment. However, amazingly, XXXX was able to take an electronic payment on XX/XX/XXXX from the exact same bank account. Please listen to this phone call to make your own judgements on the type of service being provided by that Dovenmuehle employee. 

I asked XXXX to remove my late fee. She stated that she could. It is still on your website as a late bill as of XX/XX/XXXX. I asked XXXX on XX/XX/XXXX to resend the letter that says autowithdrawal would not work for the XX/XX/XXXX payment. As of XX/XX/XXXX, I have yet to received that letter. 

I would like the late charge removed. I would like the one time life of loan late charge removal option be re-added to my loan. 

I also would like an explanation, and please do not use COVID as an excuse, how this poor service can occur to a repeat customer. The amount of time that I have wasted on this mismanagement is at least four hours. " Additional email sent to XXXX RE : XXXX " This morning I was again on the phone with Dovenmuehle customer service. The agent was XXXX (? spelling ) XXXX stated that the last agent said I had NOT requested the late fee be removed. That is not true. 

I asked for the late fee to be removed and the ability to utilize a late fee be reinstated. 

I also called as my autopayment had yet to come out for my XX/XX/XXXX payment. XXXX stated that the autopayment would come out on XX/XX/XXXX. I will check on that as of XXXX XX/XX/XXXX. 

XXXX did remove the late fee. I am still seeing an answer on the late fee reinstatement. 

This should have been easy and automated. Unfortunately, this has been nothing but frustrating and time consuming. '' Please note, that although I was told twice that the late fee was to be removed, as of XX/XX/XXXX, the late charge has not been removed and this has not been resolved to my satisfaction