Consumer complaint received 2018-09-26
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Dovenmuehle Mortgage, Inc. (TX)

Continued delays and changing rules and requirements to remove PMI Insurance from my loan. Customer Service initially advised me months ago to pay loan down to 78 % and provide an appraisal. I did just that and contacted a local bank to inquire about refi and they ordered an Appraisal. When the closing cost was too high I forwarded and made available the contact information and paid Appraisal with a nationwide company. Dovenmuehle Customer Service said great but weeks later the Escrow company came back and said they had to pick the Appraisal Company and I had to pay for it through them? I complained several times they just said get an appraisal. I did not pick the Appraisal Company. Then the Escrow department updated their list of requirements and said the Appraisal had to be paid for and ordered through them. I complained and am out Appraisal Fee and PMI months later still paying PMI insurance with changed excuses and unacceptable responses and Loan ratio is currently @ 67 %. 

XX/XX/XXXX - Please find inquiry response attachment from Dovenmuehle Mortgage declining the previous appraisal of the property use because of over 6 months old. In that letter quotes ; per FNMA guidelines a new appraisal is required to confirm the value of the property before mortgage insurance can be waived. 

XX/XX/XXXX Please find Appraisal Payment fee of {$480.00} paid for by myself through XXXX XXXX XXXX. 

XX/XX/XXXX Please find notification letter from XXXX XXXX Appraisal Complete. 

XX/XX/XXXX Please find e-mail request for XXXX XXXX to send Certified Appraisal to Dovenmuehle Mortgage. 

XX/XX/XXXX Please find response to inquiry at Dovenmuehle Customer Service requesting a copy of the appraisal.

XX/XX/XXXX - After numerous calls to Dovenmuehle Mortgage Customer Service and manager I am requested to send in the Appraisal directly to Escrow Department as well as make a principle payment. 

XX/XX/XXXX - I sent in {$40000.00} reducing the amount owed to principle ( that has been confirmed cleared - attached ) XX/XX/XXXX - The attached Appraisal less than 6 months old shows the home gained over {$2000.00} in value during the term financed with Dovenmuehle. 
XX/XX/XXXX - Delayed Response Apology from Dovenmuehle Thank you for your apology of delayed response. Since Im tracking every response and inquiry lets clarify that the delay was since XX/XX/XXXX @  XXXX = = over 70 days wow ... In my previous response, after talking to a manager in Customer Service on a recorded line -- The response from the Escrow Department IN WRITING said pay this amount and obtain an appraisal. <-Period -- it did not say I had to use Dovenmuehle preferred Appraisers. I DID JUST THAT and spent {$500.00} dollars in due diligence. 
I sent in all documentation supporting my paying {$40000.00} dollars ( when asked to pay {$19000.00} to stop my PMI ), My receipt paying for the Appraisal, The Appraisal my copy, Tracking number where Dovenmuehle received the appraisal from Appraisal Nation, The initial inquiry letter to Dovenmuehle to requesting to remove PMI dated XX/XX/XXXX. In that response from - Dovenmuehle I was turned down for using an appraisal that was over 6 months old and asked to get a current one. I reached out to get another lender for better interest rate and with them they ordered a survey that was duplicated sent to Dovenmuehle. I called and explained I was considering re-financing and another lender ordered that appraisal and said it could go to Dovenmuehle from that independent appraiser that way I could decide who had the best interest rate and either switch companies or get the PMI dropped. I decided to stay with Dovenmuehle because of interest rate and asked to review the appraisal as requested and drop the PMI. 
When I called and complained about delay of response the Escrow department sent me the same letter -- adding the wording - I had to order appraisal through Dovenmuehle? The first letter was in the exact same format and did not state I had to go through Dovenmuehle for the appraisal. I spent the {$500.00} dollars through a CERTIFIED World Wide APPRAISAL COMPANY in good faith and Dovenmuehle changed their rules in the middle. 
I sent the receipt in where I already paid {$500.00} to an appraisal company. The appraisal company sent the appraisal to Dovenmuehle directly gave me a tracking number where it was received. I called Customer Service and they said it must have gotten lost please resend it. I called the Appraisal Nation and they reset it as well as faxed it to the number Dovenmuehle Customer Service gave to me to fax to the Escrow Department. 
I can only assume the latest response is a lack of communication between your Customer Service Department and your Escrow Department XX/XX/XXXX - Request for PMI removal again sent in and a call from Customer Service. Response is expected ( according to Customer Service ) within 10 days. 

PLEASE approve the removal of PMI Insurance requirement from my loan.