Consumer complaint received 2022-06-01
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Dovenmuehle Mortgage, Inc. (NY)

I am drafting this notice to the Consumer Financial Protection Bureau to assist in getting a response from a decision-maker at my mortgage servicer, Dovenmuehle Mortgage, referred to here as the 'servicer. ' I am referred to here as the 'borrower. ' The borrower believes he is doing everything right, professionally expects the same in return from the servicer. Since XX/XX/2022, the borrower was promised a 30-90 days review of his mortgage after exiting Covid-19 forbearance but has only experienced Loss Mitigation missed deadlines, received conflicting information from servicer phone representatives and notices ... and unfulfilled follow-ups for information after 30+ hours of exhaustive phone calls made. Written communications were also e-mailed. Continued servicer communication and service delays might impact borrowers ' ability to secure a grant from the NY Homeowners Assistance Fund ( HAF. ) The borrower applied for the HAF grant on XX/XX/2022, but was told by tier 1 and 2 HAF representatives in XXXX and XX/XX/2022 that the borrower 's grant application remains at a standstill until they receive communication from the servicer about the borrower 's post-Covid-19 loss mitigation options. 

Throughout the 18 months of the Covid-19 forbearance period, the borrower verbally requested payment deferral for the payments not paid by the borrower each month the servicer 's phone representatives called for a status update regarding the borrower 's need for forbearance. Regular payments were scheduled to resume in XX/XX/2022. 

Following forbearance, the borrower resumed timely, monthly payments for the month of XXXX, XXXX, XXXX, XXXX, and XXXXXXXX XXXX XXXX Each payment was no less than XXXX XXXXthe amount previously paid before the approved Covid-19 Forbearance. After payment was issued, the borrower received USPS mail correspondence noting the funds were received, placed in a suspended account, and that the borrower 's loan was being reviewed for deferral ... and sometimes a loan modification. 

The latest notice, received in XXXX XXXX, was that borrower was entered into a loan modification. The borrower initially requested a payment deferral but was unclear if the notice of a loan modification is as a result of the grant award from the Homeowners Assistance Fund. The borrower requested an update on this inquiry for months only to be told it is under review for over 4-months. As of XX/XX/2022, the borrower has not given any details or follow-up after Dovenmuehle representatives stated attempts would be made to contact higher-ups and follow-up would be given to the borrower. It is now well over 120 days since payments were resumed and the borrowee has not received promised follow-ups. 

The borrowers intent is to secure reinstatement paperwork from the servicer 's Loss Mitigation team noting current, detailed mortgage status, inclusive of the potential impact from the grant from the Homeowners Assistance Fund where the borrower applied. This matter may touch more than one department within the servicers organizational structure. The borrower is kindly requesting this correspondence be forwarded to the appropriate parties. The borrowers requests have been ongoing since XX/XX/2022 with seemingly little to no progress. 

As required by NY law, XXXXhe borrower also provided signed, written correspondence in XX/XX/2022 and on XX/XX/2022, authorizing the servicer the ability to provide e-mail correspondence and/or phone follow-up as a means of expediting future communication.