Consumer complaint received 2020-12-06 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Dovenmuehle Mortgage, Inc.
State: CA

Complaint narrative:
Dear Inspector, I am writing to request your assistance regarding my XXXX loan which is being manage by Dovenmuehle Mortgage , Inc . 
I got my loan in XX/XX/XXXX to buy my condominium and since then I have been diligent in not only making payments on time but paying more to the principal and escrow. 
Early this year I reached to XXXX via their Borrowers portal to asked where should I send proof of Flood Insurance for my home since every year they just take money from my escrow account to buy flood insurance for my home, they did not replied to my email ( please refer to the attachment First Request and see the date it was sent ). Then at the end of XX/XX/XXXX, I got a letter from them with instructions to submit Flood Insurance to the web site ihveinsurance.com which I did ( Certificate and Declaration of Flood Insurance submitted is attached ). Then, on XX/XX/XXXX, I receive an email from the site confirming the proof of Flood Insurance was receive and that my file would be updated regarding my coverage, by then I had been charged {$2800.00} XXXX twice my mortgage monthly payment ). I sent them my proof of insurance again and requested reimbursement and to confirm that documents were receive and that they complied with their requirements but again got no response. I even sent an email to you XXXX sometime in XXXX of this year regarding this matter asking for their help. Dovenmuelhe rarely respond to my emails and when they do, it takes a long time, do not address my concerns or my requests and first their excuse was because of the pandemic which was understandable, after that their excuse has been do to a High Volume of Inquires. I called various time to their XXXX number but was not able to speak with a person due to High Volume of calls.However, XXXX does not offer that same kind of flexibility as they get regarding responding time, in other words they do not reciprocate to its customer by giving more time. XXXX just responded on XX/XX/XXXX1st to an email that I sent on XX/XX/XXXX which they had replied on XX/XX/XXXX in both telling me, that they were sorry but that I had to paid for the flood insurance since I have none. As. Today, they have not replied to my counter response to their email of XX/XX/XXXX. XXXX basically forced me to buy their own Flood Insurance and be double insured since I had submitted many times to their customer service email and to the web site they provided the Certificate and Declaration of Flood Insurance for my condominium. The XXXX XXXX for my home is bought yearly by the XXXX XXXX XXXX which is required by law not only for my unit but for all 50 units that are part of the complex. 
Please help me recover the charge of {$2800.00} and investigate XXXX practice which you will find that they do not have a good communication between their agents and borrowers, very slow in responding when they do and do not provide point of contact to follow up and to resolve issues in a timely matter, abuse of power since they just imposed their fees to borrowers, cumbersome web site to submit documentation and mismanage the loans as they are quick to add charges to borrowers but slow in providing invoices and responses. 
I will eager to hear back from you regarding this unfair charge and practice.

Kind regards PS Attached are proof that I have been proactive and responsible with my obligations and try may times reaching to them and getting a resolution.

Company response to consumer: Closed with explanation