Consumer complaint received 2021-08-31
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Dovenmuehle Mortgage, Inc. (MI)

I have tried on numerous occasions to resolve this issue with Dovenmuehle Mortgage Inc. ( DMI ) who is servicing my mortgage on behalf of XXXX  XXXX. I have had to resort to filing previous complaints against DMI because it chose not to address my concerns directly or respond to direct requests for assistance. I do not know where to turn except to file one more complaint in the hopes that DMI will fully respond to my request and also that the CFPB will open a formal investigation into DMI 's activities and the consumer harm it has caused me and my family. I suspect I am not alone so I beg you, CFPB, please take the necessary actions to protect consumers against the against the unfair, deceptive, and abusive acts and practices conducted by DMI. 

The story of my struggles begins in XX/XX/XXXX when I was diagnosed with XXXX XXXX at the age of XXXX. Months of surgeries, XXXX, and XXXX would follow which caused me to miss months of work. All the while, my husband did everything in his power to keep our monthly payment obligations on track. He did this relatively successfully. After nine months of treatment, I was finally able to return to work only to find out my employer was only able to bring me back part-time for half of the number of hours I previously worked. Again, we made adjustments and carried on. In XXXX, my husband was diagnosed with XXXX which too required XXXX and a period of short-term XXXX leave from work. Once again, we adjusted and kept our monthly payments largely on track. Just as we were getting back on our feet financially and physically, COVID 19 hit. The impact of COVID 19 was devastating to our finances. Consequently, I asked for assistance from XXXX in the form of forbearance from my mortgage payments. My initial request was granted however my financial difficulties had not resolved by the end of the initial forbearance period. I submitted a request for extension but this, it seems, is where everything took a turn for the worse with DMI 's care for protecting its customers. In late XXXX XX/XX/XXXX, I submitted a request for an extension of my forbearance. DMI failed to consider my request and also failed to communicate with me in any way regarding the request. It wasn't until I filed a complaint in the spring of XXXX  that DMI admitted to overlooking my request and placing my account back into regular payment status without ever communicating with me. I only found out my account was back in regular payment status when I received notification that my payments were reported delinquent on my credit report. This prompted me to file the noted complaint where I asked DMI to correct the negative credit reporting of my account and retroactively place my account in forbearance as I had requested back in the fall of XXXX. DMI 's response, in short, was an acknowledgement of their failure to address my request for forbearance but that they were unwilling to correct the credit reporting that followed even though the late payments were a direct result of DMI 's failure to address my forbearance request or communicate with me that my account was in repayment status. Instead I received a response that was essentially " tough luck '', With everything my family had been through and now with the effects of COVID, we were devastated that DMI was unwilling to help in any meaningful way.

It should also be noted that no less than five times, and probably closer to ten times, I submitted a formal request to DMI for written documentation explaining my options for fully reinstating my loan. I made this request both directly to DMI through their customer contact portal as well with the complaints that I have previously filed against DMI. Never once has DMI responded to these requests