Consumer complaint received 2025-09-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: Dovenmuehle Mortgage, Inc.
State: GA

Complaint narrative:
I am filing a second complaint with the CFPB regarding the continuous mishandling of a mortgage loan assumption process by Dovenmuehle Mortgage, the loan servicing provider for XXXX XXXX, related to Loan Account XXXX for the property at XXXX XXXX XXXX XXXX XXXX XXXX XXXX. 

I submitted a complete loan assumption package on XX/XX/XXXX, including a {$1000.00} processing fee. I received no response until XX/XX/XXXX, when I was verbally informed of a denial due to a title issue. I immediately corrected this by submitting a recorded lien release and updated income documentation on XX/XX/XXXX. 

Despite submitting all required documentation and making consistent follow-ups, I received no written response or adverse action letter. Instead, I was given conflicting verbal explanations. On XX/XX/XXXX, I filed a formal complaint with the Consumer Financial Protection Bureau ( CFPB ). Complaint ID XXXX. 

Dovenmuehle Mortgage responded to my CFPB complaint on XX/XX/XXXX ( response attached ) stating their delay in providing a detailed adverse action letter within the 30 day time frame was due to their use of a third-party underwriteran excuse that does not absolve them of their legal obligation to provide a timely and clear adverse action notice under the Equal Credit Opportunity Act ( ECOA ) and Regulation B.

I was told by a special loans representative that I was denied the loan assumption due to my credit score not meeting the credit requirement. I submitted an appeal on XX/XX/XXXX, and provided credit reports that showed that my score exceeded the requirements. Yet, in their response to the CFPB complaint, on XX/XX/XXXX, Escalation Representative named XXXX XXXX stated that my loan appeal was still under review and expected to be completed within ten days. ( please see attached correspondence ) However, several months have passed, I have called several times only to be told that the appeal was under review and still pending. 

On XX/XX/XXXX, I spoke with a representative in the Assumption Department who apologized and promised to escalate the matter to a supervisor to call me. On XX/XX/XXXX, after not receiving a returned call, I sent a letter requesting a phone call. ( please see attached ) On XX/XX/XXXX, I received an email message from Special Loans Administrator XXXX XXXX which stated ( please also see the attached email ) her exact words are " The assumption request was from Loss Mitigation, and the assumptions team was advised to close out the assumption due to the Borrower electing to resolve the delinquency without proceeding with an assumption. That was on XX/XX/XXXX, more than a month after the XXXX email from the borrower requesting to appeal the denial. So, on top of the previous Underwriting Denial, this assumption was cancelled by Loss Mitigation. '' This was an outright false statement! The assumption request came directly from me and not Loss Mitigation! and I certainly did not request that my assumption process be cancelled. Not once did I receive a response regarding the appeal. XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX response was directly contradicting to what her fellow team member stated in their XX/XX/XXXX, response to the CFPB complaint. Escalations Representative, XXXX XXXX replied that the loan appeal was pending and under review for the next ( 10 ) days. Which is it? is the appeal under review? or is it mysteriously cancelled by Loss Mitigation since XX/XX/XXXX, as stated by XXXX XXXX XXXX???? why do I continue to get either no response, or contradicting responses when I question the status of a loan application that I paid in full to be processed appropriately?

I personally paid the borrower 's delinquent amount of {$11000.00} on XX/XX/XXXX, in order to bring the account current and removed from Loss Mitigation. Never did I request that the loan assumption be closed or cancelled. If it was closed, why was it done so without my consent? and why is it, that despite me providing proof of income and credit score requirements, I still to date have not received any type of response?

Now, after months of delays, receiving false information, and miscommunication, the mortgage company is demanding that I complete another loan assumption packet and pay additional fees to restart the assumption process.

This requirement feels like a deliberate deterrent intended to discourage me from pursuing the assumption further. Given that I have already submitted all necessary documentation and met the qualificationsincluding income, credit score, and payment historythis demand is unjustified and raises serious concerns about discriminatory treatment.

Company response to consumer: Closed with explanation