Consumer complaint received 2019-03-14
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Dovenmuehle Mortgage, Inc. (FL)

In XXXX, I applied for and received a deferment for XXXX due to hurricane Irma. I started making on-time regular payments again when the deferment was up as agreed, in XX/XX/XXXX. I called Dovenmuehle Mortgage periodically because after the deferment I was unable to log on to my Dovenmuehle account to make online payments. I was never told that there was any problem with my mortgage and was always asked to pay the regular mortgage amount, roughly {$1100.00} per month. 

In mid XXXX, I received a call from a Dovenmuehle representative stating that the deferred payments would be put back into the mortgage and starting from then on I could again log into my mortgage account online to make payments. At this point, however, I had been making payments through my bill pay from my bank since every time I called in to make a payment I was charged a fee of {$10.00}, so I did not attempt to log back into my Dovenmuehle account. 

On XX/XX/XXXX, I received a notice in the mail stating that my mortgage was 3 months behind and I was in danger of foreclosure. I called Dovenmuehle as soon as they reopened from the holidays, I believe XX/XX/XXXX, and asked them what this was about. They stated that they sent me paperwork to modify the mortgage that was never signed and returned so I needed to work with loss mitigation to retain ownership of the house. I was never told that my mortgage payments that were deferred were going to be considered late. I never received notice in writing, nor a phone call. I did not receive the paperwork, either. If I had, of course I would have returned it to avoid going into foreclosure. I was never told to expect this paperwork, nor was I called to confirm the paperwork had been received. As far as I knew, everything in regards to my mortgage was caught up and proper. 

I called loss mitigation to see what was going on in XXXX of XXXX. Only then was I told that I owed an amount equal to 3 months of the mortgage payment, when previously I had been told that the payments were already put back into the loan. At this time my husband was unemployed so I didn't have $ XXXX dollars to catch up the mortgage payment. Someone in loss mitigation asked me a lot of questions about our situation and I received a notice that our mortgage was eligible for reduced payments from XX/XX/XXXX-XX/XX/XXXX in the amount of about {$720.00} per month, so that is what we paid in XXXX, XXXX is due now. 

At this point I was under the impression that I was on the same page as the mortgage company and that my mortgage had been brought back into good standing, but at the beginning of XXXX I had my credit checked and was notified that now my mortgage was reporting not only 3 but now 4 MONTHS behind 90+ days!

I was never notified that this would be the case. I followed all the terms of the deferment and starting making my regular payments again in XX/XX/XXXX and continued to do so until XX/XX/XXXX when they offered the reduced payments. 

I have been trying to get in touch with my loan specialist, XXXX XXXX, for nearly 4 months now. I was also told I could dispute the report on my credit with Dovenmuehle 's research department, who I have emailed 2 times over the last 3 months with no reply, although I was told the regular response time was 7-10 business days. There is no way to contact the research department by phone. I literally can not get anyone that has the power to review this situation to help me on the phone. 

I have talked to employees at the loss mitigation department, but they said they are unable to help me with a complaint about the 'late ' payments or the reporting on my credit bureaus, and can not tell me why they are reporting late or why the terms of the forbearance have not been followed.