Consumer complaint received 2021-10-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Dovenmuehle Mortgage, Inc.
State: AZ

Complaint narrative:
I have had this house for several years now with same company dovenmuehle I do use a third party procesor to make payments because they even pay 2 extra times a year to help me pay off my house quicker .. the processor is called XXXX XXXX..the closing agent at dovenmuehle were even the ones that offered their services and I thought it was the same company or that they would communicate with each other to ensure my payments would come out automatically for the right amount However, las year Dovenmuehle started changing my loan amount and dovenmuehle never let the processor know and I was not aware as I thought it was also between them. They have my full account information to pay but apparently my loan just started to get late and I figured it out until it really late because I did not get a notification right away. Then I did all pertinent phone calls and changed the amount on my payment processor side. Guess what? This year they changed my payments again and I did not know and the worst part is that when I call to pay over the phone they want to charge you a late fee and a phone service fee for paying a miserable {$30.00} I always end up being forwarded to their collections phone line and it takes for ever for them to espondand they are not only charging all those extra fees but they are also extremely rude even when I request the phone fee waived all they do is send me to their website but their website does not show an option to pay for the missing amount only for a full month the already have most of the payment through my processor, and they are only missing {$30.00} why they always treat me like garbage they have even hung up on me just because I try to explain the situation and why I request for the phone bill to be waived when they hung up they make me even latter on the payments because I can only call after work and they are closed on weekends. It is not like I do not have the money to pay my mortgage, but I am a XXXX mom with a kid in XXXX that I support fully and they treat me like I am a horrible person for trying to pay my missing {$30.00} without paying almost double just because they do not have that option for me online they also fight over the phone with me even when I tell them I do not want to argue with thenand when I am trying to explain the situation and all they do is refer me to send the payment by mail what if that check for barely {$30.00} does not make it to them on time they would not let me know and then what? Would I loose my house and my credit would be ruined? They would take my house for stupid {$30.00}? It is scary when this house is all I have have for my daughter and I they play with you like that each time. Currently I am trying to move the loan somewhere else and I am refinancing because I even have XXXX XXXX XXXX from these whole fiasco they are really extremely rude and they should offer a better option or not even offer the third party vendor when you sign up with them I am not from the U S originally and this was my first homeand not sure if my accent makes them feel like they can be rude to me I feel like they are taking advantage and it is not fair for the short payment that is being sent by mistake. Please review this merchant and dont allow them to do this type of horrible treatment to other XXXX  moms specially for first time home owners.

Company response to consumer: Closed with explanation