Consumer complaint received 2021-12-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Dovenmuehle Mortgage, Inc.
State: KY

Complaint narrative:
Hello, -- In late XX/XX/XXXX, I was reviewing my online mortgage account due to an issue with them not paying my homeowners insurance and I noticed a problem with my taxes as well. I contacted the bank and they were unable to resolve the issue with the homeowners insurance so I ended up paying that separately from the escrow account. To date, the tax issue is still outstanding. 

-- Regarding the taxes, Dovenmuehle, the servicer of my mortgage, overpaid the city of XXXX XXXX, KYXXXX XXXX XXXX is the city in which my home is located within XXXX XXXX XXXX KY. Taxes owed to XXXX XXXX are in the amount of {$630.00}. Taxes owed to XXXX XXXX amount to {$5500.00}. These were both paid from the escrow account as required. However, Dovenmuehle sent an addition {$5500.00} payment to the City of XXXX XXXX, which XXXX XXXX is not owed. When I contacted them in XXXX, they stated that they would contact the city of XXXX XXXX and I would not have to take any further action. 

-- On XX/XX/XXXX, I received an escrow analysis from my mortgage company. My escrow account withholding is set to increase from {$710.00} to {$1100.00} per month beginning on XX/XX/XXXX. Upon review of the escrow analysis, I identified that the error where Dovenmuehle had overpaid the city of XXXX XXXX was not resolved and is the cause of the substantial increase. Within a day or two or reviewing the escrow analysis, I contacted Dovenmuehle to alert them of the error once again. At that point, they stated that they would order a new escrow analysis to keep my payment from increasing and they would notify me in four days, which is how long they said it would take for another analysis would be completed. The escrow analysis request was declined and never completed. 

-- I allowed ample time for them to get this resolved and called a third time on XX/XX/XXXX. During this conversation, they agreed that they had overpaid XXXX XXXX and had a ticket open. I asked for a ticket number and they declined to provide it, saying that it was an internal number and would not help. They stated that they had not received payment from XXXX XXXX yet, which they said was required for them to credit my account. Since they made the mistake, it's not my problem whether or not they get their money back from the city. 

-- On XX/XX/XXXX, I called XXXX XXXX, KY XXXX XXXX and verified that the payment had been returned 4 weeks prior. With this information, I called Dovenmuehle once again since I now have a full picture of the situation. Dovenmuehle has declined to carry the balance of their error and is requiring me to cover until Dovenmuehle and XXXX XXXX work out their issue. This was an error on the part of Dovenmuehle and I should not be required to cover their {$5500.00} mistake. This is a problem between them and XXXX XXXX, two third parties. They are operating in bad faith by forcing me to pay for their mistake. If the money is never returned or if Dovenmuehle refuses to acknowledge its return, I have no power to protect myself. 

-- If the bank writes a XXXX XXXX dollar check in error, am I required to cover that as well? I'm not the one who made a mistake here. Dovenmuehle should be responsible for their own errors and I would greatly appreciate your assistance in this matter. 

To recap : 1- My county taxes were {$5500.00} -- > covered from escrow account 2- My city taxes were {$630.00} -- > covered from escrow account 3- Dovenmuehle sends an additional {$5500.00} to the city for no reason -- XXXX creating a shortage in my escrow account. 

-- So Dovenmuehle is trying to require me to cover a " shortage '' in my escrow account that Dovenmuehle created in error and through no fault of my own. 


-- Thank you, -- XXXX XXXX -- XXXX -- Mortgage Company : -- Dovenmuehle -- XXXX XXXX XXXX, XXXX XXXX -- XXXX XXXX, IL XXXX -- XXXX XXXX XXXX KY. XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) -- XXXX XXXX, KYXXXX XXXX

Company response to consumer: Closed with explanation