Consumer complaint received 2025-03-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: Dovenmuehle Mortgage, Inc.
State: CA

Complaint narrative:
I sold my house and paid off the mortgage, held by XXXX in full on XX/XX/XXXX. In addition to the paid-in-full payment, my auto-pay payment was withdrawn from my account that same day. Their records say that they disbursed an escrow refund on XX/XX/XXXX for {$2100.00}, which is the exact amount of my overpayment. On XX/XX/XXXX, they list another escrow refund for {$40.00}, which is the exact amount of my escrow interest. On the same day, XX/XX/XXXX, another escrow refund for {$210.00}, but with no corresponding amount. On XX/XX/XXXX, they disbursed another {$2100.00}, again, the amount of my payment. I contacted them via secure message on XX/XX/XXXX to check on the refund of my overpayment and on XX/XX/XXXX they messaged me that they would be sending an escrow refund 15 days after closing and to reach out again if I didn't have my check after 30 days. On XX/XX/XXXX, I messaged them that I had not received my refund, but that I saw my mailing address had been incorrect, and I had fixed it. On XX/XX/XXXX, they messaged back that they would not be able to issue a refund until 30 days after the first check had been mailed. On XX/XX/XXXX, XXXX message them to request the refund that I still hadn't received, and on XX/XX/XXXX, they sent back that I would need to call to verify that the address they had was the correct address. XX/XX/XXXX, I called to verify my address that I had given them on XX/XX/XXXX was correct and to ask for the checks to be reissued. They said they were going to do so, but the amounts seemed wrong so I also asked for an accounting of payments and escrow. On XX/XX/XXXX, I called again because I had reviewed my account online and figured out that, per my conversation with their rep on XXXX XXXX, there was only a reissue request for one of the checks for {$2100.00} and there should be two checks for that amount. On XX/XX/XXXX, I called again to check on my payments that I still hadn't received. That customer service agent said that she could see that I called, but that there was no request for the checks to be reissued. She said, as had the agent on XX/XX/XXXX, and the one on XX/XX/XXXX, that she would request the checks be expedited, and that she'd request they be sent via two-day mail, so I would likely have the checks in 7-10 days, but that it might take a little longer. I called again XX/XX/XXXX to check on the status of my supposedly expedited checks and that customer service rep told me that the notes from XX/XX/XXXX say that it would be 30-60 days before I could expect a check. It has been more than 60 days since the first 30 day waiting period when the first of the checks was sent to the incorrect address. The deliberate splitting of my escrow refund into the amount of my payment and a random amount, plus the number of times they tried to only send one of the two matching checks, makes me think that they probably fail to return the full escrow amount in a timely manner for many people. I had to review my account to figure out that the matching checks were not the same check. I think their accounts should be reviewed to see if this is a pattern.

Company response to consumer: Closed with explanation