Consumer complaint received 2025-12-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Dovenmuehle Mortgage, Inc.
State: FL

Complaint narrative:
XXXX XXXX : Dovenmuehle Mortgage , Inc . 
Current Servicer : XXXX XXXX XXXX XXXX XXXX. 
Loan Transfer Date : XX/XX/XXXX -- - SUMMARY OF COMPLAINT I am a Hurricane Milton disaster victim who completed an approved disaster forbearance ( XX/XX/XXXX - XX/XX/XXXX ). I requested a deferment as my post-forbearance workout option. Despite resuming payments early and paying more than required, Dovenmuehle Mortgage failed to process my deferment for over 60 days ( they promised 30 days ), then transferred my loan to XXXX without completing the deferment. XXXX is now improperly demanding {$220000.00} in immediate payment, threatening escrow termination ( XX/XX/XXXX ), and sending foreclosure prevention letters despite my being current on all payments since XX/XX/XXXX. 

Additionally, Dovenmuehle violated credit reporting laws twice during my forbearance, causing a total credit score drop of XXXX points and interfering with my disaster recovery loan application. 

-- - DETAILED TIMELINE OF EVENTS HURRICANE MILTON DISASTER FORBEARANCE XX/XX/XXXX : Hurricane Milton struck XXXX, XXXX, where I live at XXXX XXXX XXXX XXXX. 

XX/XX/XXXX- XX/XX/XXXX : I was in an approved disaster forbearance plan with Dovenmuehle Mortgage related to Hurricane Milton.

-- - CREDIT REPORTING VIOLATIONS BY DOVENMUEHLE XX/XX/XXXX : While in my approved disaster forbearance, Dovenmuehle incorrectly reported me as delinquent to credit bureaus. 

XX/XX/XXXX : Dovenmuehle issued a formal written apology from both XXXX XXXX, Loss Mitigation Supervisor, initials XXXX, direct phone number XXXX, and XXXX XXXX, Research Department, XXXX ) acknowledging their error - admitting fault in writing. 

XX/XX/XXXX : My credit score dropped XXXX points as a result of the XX/XX/XXXX misreporting. I was in the middle of applying for a disaster recovery loan at this time, and the credit score drop impacted my ability to obtain funding. 

XX/XX/XXXX : I communicated with Dovenmuehle loss mitigation representative ( Initials : XXXX ) about extending my forbearance. 

XX/XX/XXXX : Despite having apologized in writing on XX/XX/XXXX, Dovenmuehle incorrectly reported me as delinquent to credit bureaus a second time. My credit score dropped another XXXX points ( XXXX total drop from both violations ). 

I again had to request the help of supervisor XXXX XXXX ( XXXX, XXXX, XXXX ) and personally contact each credit bureau to dispute and correct these errors. 

Impact : These credit reporting violations occurred during my disaster recovery period when I was seeking financial assistance. The XXXX drop in XXXX directly interfered with my disaster loan application. 

-- - DEFERMENT REQUEST AND DOVENMUEHLE 'S FAILURES XX/XX/XXXX : I spoke with my assigned Single Point of Contact ( SPOC ), XXXX XXXX ( Initials : XXXX, XXXX, XXXX ext. XXXX ). He offered me an approved forbearance extension through XX/XX/XXXX. During this call, I requested a deferment as my post-forbearance workout option, to be implemented after my forbearance ended on XX/XX/XXXX. 

XX/XX/XXXX : I spoke with XXXX ( Initials : XXXX ) regarding my deferment request. She advised me to call back in the first week of XXXX to get a plan in place to resume payments as usual while my deferment request was under review. 

XX/XX/XXXX : I called and spoke to XXXX ( Initials : XXXX  ) requesting an update from either XXXX XXXX or XXXX XXXX about my deferment request. 

XX/XX/XXXX : I spoke with XXXX XXXX ( XXXX ) again regarding my deferment. 

XX/XX/XXXX : I resumed making my regular monthly mortgage payments one month before my forbearance was scheduled to end. I paid more than the required amount for my first payment as a show of good faith. 

-- - CRITICAL FAILURE - DEFERMENT NOT PROPERLY DOCUMENTED XX/XX/XXXX : I received a voicemail from XXXX with no reason communicated for the call. I called back at XXXX XXXX  the same day and spoke with a representative ( Initials : XXXX  ). 

XXXX told me there was no workout option requested yet. I informed her that I had already communicated with my XXXX  XXXX XXXX that I requested a deferment. She apologized that this was not done already and formally requested a deferment option on my behalf on XX/XX/XXXX, putting it into motion. 

I was told it could take UP TO 30 DAYS to get the deferment approved ( meaning by approximately XX/XX/XXXX ). 

This reveals a critical failure : Despite my requesting a deferment on XX/XX/XXXX, it was apparently never properly documented or processed until XX/XX/XXXX - over XXXX months later. 

I continued making my monthly payments as expected, and more than the amount required, for XXXX and XX/XX/XXXX. 

-- - FINAL ATTEMPT TO GET STATUS XX/XX/XXXX at XXXX XXXX  : I called Dovenmuehle and spoke with a representative ( Initials : XXXX ), requesting the status of my deferment request approval. This person advised me that the request and approval was still under review. There was no other communication or advisement from XXXX other than to continue to wait. 

At this point, 27 days had passed since the XX/XX/XXXX deferment request was formally put into motion - approaching the 30-day timeline I was promised. 

-- - OUT OF THE COUNTRY DURING CRITICAL PERIOD XX/XX/XXXX : I traveled out of the country to XXXX and did not return to the XXXX until XX/XX/XXXX. I did not have phone access during that time. 

XX/XX/XXXX & XXXX, XXXX : Dovenmuehle called and left voicemails while I was in XXXX. The voicemails provided no explanation for the reason of the calls and no call to action. When I later spoke with Dovenmuehle, they claimed they couldn't provide details " due to privacy reasons. '' XX/XX/XXXX : My loan was transferred from Dovenmuehle to XXXX XXXX XXXX XXXX XXXX. I was not aware this was happening. 

-- - DISCOVERY OF LOAN TRANSFER AND CURRENT CRISIS XX/XX/XXXX : I returned to the United States from XXXX. 

XX/XX/XXXX : I saw that I had one missed call and voicemail from Dovenmuehle with no reason left for the call. I called Dovenmuehle back and was advised that my loan had been transferred to XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX. 

At no point was I ever told verbally or in writing by Dovenmuehle that I needed to do anything else in order to facilitate a post-forbearance workout plan. 

-- - XXXX 'S IMPROPER ACTIONS Current Status : XXXX is now stating that there is no approved post-forbearance workout plan in place prior to the loan transfer, and as a result, they are demanding the full amount due of {$220000.00} in immediate payment. 

This is completely improper. The forbearance payments should be deferred to the end of my loan term as I requested. 

Additional FCI Violations : 1. Escrow Termination : XXXX has sent written notice that they are terminating my escrow account effective XX/XX/XXXX, due to alleged loan delinquency. This will force me to pay property taxes and insurance separately.

2. Foreclosure Prevention Communications : XXXX has sent me letters regarding " foreclosure prevention alternatives '' despite the fact that I have made every single monthly payment on time since XX/XX/XXXX. I am not in default and there is no legitimate basis for foreclosure communications.

3. Poor Communication : - I was assigned a XXXX at XXXX named XXXX XXXX ( ext. XXXX ) - On XX/XX/XXXX, I requested supervisor callbacks from XXXX or XXXX- As of XX/XX/XXXX, neither supervisor has returned my call - XXXX representatives have called without leaving voicemail messages -- - VIOLATIONS OF FEDERAL LAW BY DOVENMUEHLE MORTGAGE : 1. Fair Credit Reporting Act ( FCRA ) Violations : Two instances of incorrect delinquency reporting during approved forbearance ( XX/XX/XXXX and XX/XX/XXXX ), causing XXXX credit score drop and interfering with disaster loan application. Written apology issued XX/XX/XXXX, yet violation repeated.

2. RESPA Violations : - Failed to process deferment request in reasonable timeframe ( promised 30 days, took 60+ days ) - Failed to properly document deferment request from XX/XX/XXXX - Transferred loan without completing pending loss mitigation application - Failed to communicate documentation requirements during 5+ months of pending review 3. CARES Act/Disaster Relief Violations : Improper credit reporting during disaster forbearance period. 

BY XXXX XXXX XXXX : XXXX. RESPA Violations ( 12 U.S.C. 2605 ( k ) ) : - Failed to honor pending loss mitigation application from previous servicer - Improper demand for immediate payment of disaster forbearance amounts - Inadequate communication with borrower 2. Improper Escrow Termination : Terminating escrow based on false premise of delinquency when I am current on all payments.

3. Fair Debt Collection Practices Act ( FDCPA ) Potential Violations : Sending foreclosure prevention communications to a borrower who is current on all required payments constitutes harassment.

-- - DOCUMENTED HARM 1. Credit Damage:XXXX XXXX XXXX drop from Dovenmuehle 's two violations 2. Financial Impact : Impaired ability to obtain disaster recovery loan during critical recovery period XXXX. Ongoing Threats : - {$220000.00} improper payment demand - Escrow termination scheduled for XX/XX/XXXX ( 37 days away ) - Foreclosure threats despite being current on payments 4. Emotional Distress : As a Hurricane Milton disaster victim, I have acted in exemplary good faith - resuming payments early, paying more than required, following up consistently - yet am being treated as if I am in default 5. Time and Expense : Extensive time spent correcting credit reporting errors, following up on deferment, and now fighting improper collection actions -- - EVIDENCE I HAVE - Forbearance approval documents ( XX/XX/XXXX - XX/XX/XXXX ) - Documentation of deferment requests ( XX/XX/XXXX and subsequent follow-ups ) - XX/XX/XXXX written apology from XXXX Goers XXXX XXXX reporting error - Credit reports showing XXXX drop ( XX/XX/XXXX ) and XXXX drop ( XX/XX/XXXX ) - Payment receipts showing all payments from XX/XX/XXXX forward - Documentation of disaster loan application timing - Escrow termination notice from XXXX ( effective XX/XX/XXXX ) - Foreclosure prevention letter from FCI - Loan transfer notice - Detailed call logs with dates, times, and employee initials

Company response to consumer: Closed with explanation