Consumer complaint received 2021-12-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Dovenmuehle Mortgage, Inc.
State: TX

Complaint narrative:
I am writing this complaint to the CFPB in a bid for help. 

Dovenmuehle mortgage servicer is who has held our mortgage for the last 2 years. 

In XXXX of XXXX they contacted us to let us know that we were qualified for a free forbearance on our mortgage company. The way they presented this was that since there was a crisis from Covid that we will not have to make 3 months of payments. This was for XXXX XXXX XXXX payments for a period of 90 days. 
We agreed on the phone on XX/XX/XXXX. On this day we received an email that the 90 day forbearance plan was activated in our system ( See supporting Document DOV Email XXXX ) In that email they said they would send us the agreement to fill out and send back in 7-14 days. 
They did not send this documentation until XX/XX/XXXX ( see supporting doc XXXX email ). The next day we received an email saying that they did not accept our forbearance because the document sent on XXXX was not processed before the forbearance. 

But we already completed the forbearance. We contacted Dovenmuehle after this many times and each time a representative told us a different story. Some would say it is fine. Others said we need to pay immediately. Some were so confused they were of no help at all. Since we have perfect credit, and it seemed that Dovenmuehle was so disorganized that they did not even know which documents they sent and when, so we just paid all the money back in the next two payments. So in XX/XX/XXXX we made a {$7800.00} payment. This was XXXX payments. Then we made a {$3900.00} payment in XXXX which was XXXX payments. This paid the 90 days we did not pay per the forbearance agreement. 
We received documentation from Dovenmuehle on XXXX XXXX that stated explicitly Option XXXX that if you paid the forbearance payments back you will reinstate the loan, that we exited forbearance. ( see supporting documents showing the letter from Dovenmuehle on XXXX ) HERE is the problem. Dovenmuehle is REFUSING to give us this letter. They are saying they dont provide borrowers with this letter. We went over the documentation that states that our actions reinstated the loan by paying the total amount back per Option 2.

We called them many times. One agent again said we never even signed up for forbearance. Others said they wont provide any documentation.

Dovenmuehle knows that we need these documents to allow us to refinance and they are doing everything to deny us financing on our primary residence. 
They have refused to provide payoffs requested multiple times. They have refused to provide payment history which was needed since they reported to the credit bureaus that we paid on time in XX/XX/XXXX. 
We are at our wits end. 
I know my rate is high at 4.5 % at Dovenmuehle and they want to keep this high rate loan. 
We can get 3.0 % on our loan. 
This is a difference of {$86000.00} over 30 years. 
We are also looking to file a complaint with the State of Texas under the deceptive practices act. This states that if a business violates a contract and there are damages, this is not only a criminal matter, but the complainant is due 3 times the damages. 

Additionally, we feel due to our demographics we are being targeted and this is why Dovenmuehle is causing us to be denied financing for our primary residence. We feel this could be a FAIR LENDING ACT violation and want to present this to the proper channels. 
We have a loan XXXX to XXXX pending the document that shows in XXXX of XXXX we paid the total amount back, and this exited us from our forbearance per the agreement sent to us on XX/XX/XXXX. 
We are at our wits end with Dovenmuehle. They seem to want to purposely deny us the ability to obtain financing on our home by withholding this document.

Company response to consumer: Closed with explanation