Consumer complaint received 2023-06-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Dovenmuehle Mortgage, Inc.
State: MD

Complaint narrative:
I have had issues with Dovenmuehle Mortgage ever since they started servicing my mortgage over XXXX years ago. Previously they have taken money out of my escrow and have not given me a proper accounting for the money in my escrow account. I previously requested a statement of the escrow payments that include all payments that were made from my escrow account. This was over XXXX years ago and I still have not received a response from that. Recently, I had a hardship due to XXXX and had to file bankruptcy and fell behind on my mortgage payments. However, I received help from the Maryland Homeowners Assistance Fund, and I was approved for {$59000.00} which covered most of the money that was owed for my mortgage at the time. The funds was dispersed to Dovenmuehle Mortgage on XX/XX/2023 however, I have been calling for the past month and a half and they were not able to locate the funds. I spoke with someone yesterday and stated they finally located the funds however, I still owed for XXXX months of mortgage and the payment that was applied to my account however, it was still in the closing process. I asked why have I not been contacted to let me know that I am XXXX months behind and why was I not told that every time I called and I was told that they have a lot of loans to process. I requested a reinstatement amount and a statement informing me of what my ongoing payments would be however I have not received a response yet. Every time I speak with someone on the phone they give me another number to call or transfer me to another department and it seems like everyone is clueless to what is going on with my mortgage. I do not want to fall Behind on my mortgage payments again where its too hard for me to catch up. I would like a full accounting of where all the money from the assistance I received from the state went. As of XX/XX/2023, after receiving the assistance on my behalf of {$59000.00} the total amount of periodic payments past due was {$61000.00} in periodic payments, which include principal, interest, taxes and insurance. Dovenmuehle Mortgage is charging {$13000.00} in total fees charged. I would like a full account of all the fees which they are charging {$13000.00}. I still have not received a statement of the total amount owed or what my ongoing payments are. It is hard to get someone on the phone that can give me a clear answer about when I will be receiving a written statement of the breakdown of all the payments and fees that was applied to my loan from the payment from the State and A breakdown of my monthly payment including principal, interest, taxes and insurance. Everyone that I speak to on the phone is very rude and have no knowledge of anything that I ask concerning my morgage and give me the runaround and transfer me to different departments and no one in any department knows how to assist me. I also have witnesses of my telephone conversations with Dovenmuehle Mortgage and their ignorance concerning my mortgage. So, I am filing this complaint to try and resolve the issues I have with Dovenmuehle Mortgage.

Company response to consumer: Closed with explanation