Consumer complaint received 2018-04-24
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Dovenmuehle Mortgage, Inc. (WA)

On XX/XX/XXXX a sum of {$1900.00} was withdrawn from my bank account for the XX/XX/XXXX mortgage payment. On XX/XX/XXXX I received a notification that the payment was rescinded due to faulty bank routing number, and that I still owed that month 's mortgage. 

When speaking to a customer service representative for Dovenmuehle Mortgage they informed me I could make a one-time payment to fix this error. After doing so I checked my bank statements to make sure that the payment I had sent in the beginning on XX/XX/XXXX for this month was returned, but found that the money had been withdrawn but was never returned. 

The first time I called the company they told me to send an email with my bank statement information to prove the money had never been returned. I sent an email XX/XX/XXXX and heard nothing from them. I called back XX/XX/XXXX to check if any progress had been made on this issue and was told they never received an email. The representative who told me to email them had given me the wrong address. After re-sending the email I was told that someone would contact me in two days. No one did. 

I called back XX/XX/XXXX and was told that in addition to the bank statement they needed a bank official copy of the check to prove it had been made out to Dovenmuhle. I sent an email out that day, now containing all the information they needed, and was told that the company had sixty days to review the claim. 

I paid another month 's mortgage on XX/XX/XXXX. On XX/XX/XXXX I received another letter stating that the payment was rescinded due to faulty bank routing number, but once again the payment had already been taken out of my account and the ACH was never reversed. 

On XX/XX/XXXX I paid the mortgage and received another letter reciting the same issue on XX/XX/XXXX. I called the company and once again repeated my plight. The customer service representative found the last email I sent in XX/XX/XXXX and said that no one had touched it. He filed a report to send to a review committee and said that it would take seven business days for them to make a decision. 

On the eighth business day, XX/XX/XXXX, I called back. Once again, I had to explain everything from the beginning multiple times. The lady I spoke with said that the review committee did find the payment I made in XX/XX/XXXX. I asked about the refund and she said the report had apparently been filed incorrectly since there was no mention of me wanting a refund. She refiled the report and said it would take another seven business days to receive an answer. 
She said the company sent a letter in XX/XX/XXXX with a verdict. Vaguely remembering a confusing letter, I asked her to read what the letter said. After she finished she summed it up that they simply needed my bank statements to prove that they money was never returned. I told her that I sent them in XX/XX/XXXX, before that letter was ever sent. 

On XX/XX/XXXX I also sent another email with bank statement information from XX/XX/XXXX and XX/XX/XXXX to prove that the money had never been returned. This makes three payments of {$1900.00} that have been taken out of my account, considered invalid, and reversed without being refunded. 

In total they are holding on to {$5900.00} without counting it towards our payments so it's not even reducing the interest that is being charged monthly.