Consumer complaint received 2025-02-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Dovenmuehle Mortgage, Inc.
State: AZ

Complaint narrative:
My mortgage was transferred from Loan Depot to Dovenmuehle Mortgage , Inc. And was immediately clear that Dovenmuehle Mortgage , Inc. 's level of service is inferior to Loan Depot . They did not contact me after the transfer I had to reach out to Loan Depot to get info about my new servicer. Loan Depot had all my correct contact info and was able to send emails, letters, and call if needed to contact me. Some how Dovenmuehle Mortgage , Inc. did not have any of my contact info correct after the transfer. They struggle with basic customer service and especially important communications about the status of your loan payments. Each month on date your loan is due, they send an email stating that your payment has been applied to your loan, before the payment has been cleared by the bank. For obvious reasons this is problematic. In XX/XX/XXXX, I received this email, but the payment did not clear with my bank. They do not send follow-ups communications via email when this happens. They have someone call, but these people do not leave voicemails. I was not in the country and out of cell service. I had no idea my payment had not gone through. Upon learning this when I got back home, I contacted them and asked that I be notified via email in the future to avoid this situation and fees, as was the case with Loan Depot. They waived my fees for a 1st time offence, but Dovenmuehle Mortgage , Inc. stated they couldn't do notify vis email due to confidential information that would be in the email. I asked, given that they could send a premature email notifying me that my payment was applied, how that an email stating that my payment did not go through would require more confidentiality than the one they're already sending. They ignored the question in their response. What I noticed was that they apply a number of late fees after the 2nd call. They also call quite late, I was told they are authorized to call until XXXXpm, when most people don't take calls from unknown numbers. Given that most people let a call from an unknown number go to voicemail, all these business practices seem to set up to avoid notifying the customer. They denied being able to send notifications via email, stating that they can only send letters in the mail and make calls but not leave voicemails. I explained that I often travel or am often out of cell service as part of my job, and requested notification via email moving forward, because if traveling I would not receive their mailed letters or phone calls, I was told that's all they could do. That they do not have the capability to send email notifications about missed payments, and that I should check with my bank each month instead. Also difficult to do while traveling without cell service. I also noted they send automated email notifications when annual taxes are paid on your property. I noticed as of this month, XX/XX/XXXX, I no longer receive any communication about loan payments being applied via email. I only receive an email notifying me that a monthly statement is ready. These are appalling practices. This is a choice. They are choosing to communicate poorly with their customers. I researched Dovenmuehle Mortgage , Inc., and they appear to be a terrible company across the board, and I am very concerned about their overall business practices. I don't trust this company to handle my mortgage.

Company response to consumer: Closed with explanation