Consumer complaint received 2022-06-20
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: Dovenmuehle Mortgage, Inc. (FL)

We took on this client in XXXX of XXXX. We got them approved for a permanent loan modification in XXXX of XXXX. The permanent modification agreement was mailed to her on XXXX. A notary sent by Dovenmuehle came to the borrower 's home on XXXX, executed the documents with the borrower, and took the documents back with them to report back to the mortgage company. The documents were delivered on XXXX to XXXX XXXX, XXXX XXXX XXXX XXXX signed for the documents, according to the XXXX tracking ( XXXX ). We spoke with XXXX, ID # XXXX on XXXX who confirmed that the documents had been received and were pending processing. At this point, we closed the borrower 's file out with our office. In XXXX of XXXX, we received a call from the borrower, XXXX XXXX, stating that her mortgage was still showing as delinquent and she was concerned. We called Dovenmuehle on XXXX and spoke with XXXX who confirmed that the file was in the closing department, pending for the system to update and that they had received all the payments so far, and the borrower was on time with her payments, due for XX/XX/XXXX. I explained to XXXX XXXX that sometimes it can take several weeks after a modification for the mortgage company 's system to update and that she should simply continue making her payments on time and the account will show as current soon. We then got another call 2 months later in XX/XX/XXXX from the borrower stating that her account was still showing as delinquent. On XXXX, we spoke with a Dovenmuehle representative, XXXXXXXX XXXX XXXX, and she stated that they never received the signed documents and that a request for a new review had been initiated. I told her of my phone call with them on XXXX, confirming receipt of the documents. She was able to find a note in their system which stated " trial documents received '' on XXXX. I explained to XXXX that this was never a trial modification. This approval went straight to a permanent modification. I explained that the borrower had been paying her mortgage each month, on time, as she was supposed to and there is no reason for a recalculation, which would result in terms different than what the borrower agreed to in XX/XX/XXXX. I explained that the borrower did everything she was supposed to and this was a mistake on the lender 's end and needed to be rectified without negative consequences for the borrower. The solution to this is as easy as finding the documents received in XXXX of XXXX, and updating the account to reflect a current status. This is possible, since the borrower has paid her mortgage payment each month since she was approved. We worked with this borrower for a full 10 months from XX/XX/XXXX through XXXX of XXXX when she was approved. We then picked the file back up with our office in XX/XX/XXXX and have been calling every XXXX - XXXX business days since then. That's another 6 months of complaints, escalations, call back requests, etc. We have put in multiple requests for clarification and research with no response. We were told that the point of contact is XXXX. That's the only information we can get on XXXX. They will not share a last name, ID, phone number, email, or any other contact info. We are told each week that they will put in a request and XXXX will notate the account so that we can get the information we need the following week, but that hasn't happened and it's now been a full year since the account was approved and XXXX XXXX  since the mortgage company received the signed documents. This needs to be resolved immediately.