Consumer complaint received 2021-03-03
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Dovenmuehle Mortgage, Inc. (MI)

I have attempted multiple times to resolve this matter both through direct contact with DMI as well as through the complaint process with the CFPB. None of my previous attempts have provided an acceptable resolution. 

I originally applied for and was granted forbearance on my mortgage account pursuant to a decrease in household income related to COVID 19 and allowed for under the CARES Act. The attached forbearance letter was received on XX/XX/XXXX detailing my initial plan which granted forbearance for the months of XXXX, XXXX, and XX/XX/XXXX. Knowing that my forbearance expired in XXXX, I made a full monthly payment on XX/XX/XXXX via XXXX XXXX and again on XX/XX/XXXX via XXXX XXXX. Both of these payments were applied to my account on XX/XX/XXXX for the months of XXXX and XX/XX/XXXX. I was still struggling with the effects of reduced income related to COVID so during the month of XXXX ( I believe as no correspondence was received from DMI ), I applied for an additional forbearance period. As noted, I did not receive confirmation of this request being received or any correspondence that indicated the request was approved or denied. Later in the month of XXXX, I received a letter dated XX/XX/XXXX ( attached ) which advised that my forbearance period would be ending soon and directed me to https XXXX XXXX to discuss my options. Upon receiving this letter, I again went to the XXXX XXXX webpage and requested an extension of my forbearance period. I requested an extension on XX/XX/XXXX and again on XX/XX/XXXX. Attached are copies of the email responses I received after both requests. I never received further communication regarding these requests and my loan solutions center account was never updated with information that I XXXX need to complete in order for my request to be processed. I assumed like the prior request in XXXX when I did not receive further follow up from DMI, that forbearance was granted. Note my account information on the yourmortgageonline.com page never updated at any point to show when I was or was not in forbearance. Anyway, I assumed my account was in forbearance but did not find out it was not until I received notification in either XXXX or XXXX of a late payment reported to the credit bureaus for my mortgage account. I filed a complaint in XXXX requesting this be corrected due to DMI 's failure to communicate regarding the status of my forbearance request but the response I received was essentially that DMI did nothing wrong. This could not be further from the truth. 

I made another full payment to my account in XX/XX/XXXX which was applied to XX/XX/XXXX. My account now shows due for XX/XX/XXXX. I have requested numerous times to receive written communication of my reinstatement options but have never received anything from DMI. I am still experiencing some financial hardship related to COVID so on XX/XX/XXXX, I submitted another request for forbearance via the XXXX XXXX center website. This time I did not receive email confirmation of this request however I did capture a screenshot which I have attached for reference. To date, I have not received communication regarding this request and past experience tells me that I am not likely to. I also suspect DMI will deny my request because the loan solutions page says the account can not be more than 30 days delinquent at the time of the request. My account is being reported delinquent because of DMI 's failure to communicate with me regarding my forbearance request in late XX/XX/XXXX. If that request had been granted, my account would not be reporting as delinquent. 

I firmly believe that the experience I have had is nothing short of a significant UDAAP violation. 

DMI has been unfair in the way it has reported the status of my account to the credit bureaus which has caused a significant drop in my credit score. DMI knows that I requested forbearance assistance in XX/XX/XXXX and failed to act on my request and instead has been reporting my account delinquent. Further, DMI has acted unfairly in the way it will accept payments from me. At this time, the only payment options I have are to either mail a certified check or pay through XXXX XXXX which causes me to incur a significant payment processing fee. I believe I should have access to the online payment system allowing me to make traceable free payments. 

DMI has acted deceptively in the way it has not fully addressed my requests for assistance and has not communicated with me regarding the status of my account. Other than the initial forbearance period, DMI has never once provided written or electronic communication that my request for assistance was either approved or denied which has left me to guess as to when I was in or out of a forbearance period. 

DMI has been abusive in the way it has hidden the true status of my account and failed to provide a mechanism for tracking any request for assistance. The loan solutions center website appears to have been created for this purpose but the design does not allow for two-way communication nor does the site provide any pertinent details as to the status of a request or the status of an account.