Consumer complaint received 2026-05-26 00:00:00
Product: Mortgage — FHA mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: Dovenmuehle Mortgage, Inc.
State: CO

Complaint narrative:
I am filing this complaint regarding a pattern of mortgage servicing failures, inaccurate credit reporting, inadequate communication, delayed loss mitigation processing, and the resulting financial and emotional harm caused to my family over an extended period of time. This is not an isolated incident. I previously filed CFPB Complaint No. XXXX regarding improper servicing practices, inaccurate credit reporting during an approved forbearance period, and failures in the loss mitigation process. More recently, I filed Complaint No. XXXX directly with the servicer regarding additional inaccurate credit reporting. Despite multiple complaints and opportunities to correct these issues, the servicer continues to mishandle my account. My family 's hardship began in XX/XX/XXXX when my wife lost her job. In XX/XX/XXXX, we entered the mortgage assistance and loss mitigation process and applied for assistance due to that hardship. From XX/XX/XXXX through XX/XX/XXXX, our mortgage was placed into an approved forbearance. During this period, payments were not required. Despite this, the servicer reported our mortgage as late to the credit bureaus during the approved forbearance period, causing our credit scores to drop by more than XXXX points. On XX/XX/XXXX, prior to the next payment due date, I contacted the servicer to request a forbearance extension. I was informed that the request would take approximately XXXX days to process. More than XXXX days passed without a decision. During this time, I made multiple follow-up calls and received conflicting information from different representatives. At XXXX point, I was informed that no escalation had even been submitted despite previous assurances that my request was under review. On XX/XX/XXXX, I filed CFPB Complaint No. XXXX regarding inaccurate credit reporting, delayed processing of my forbearance extension request, conflicting information, and the resulting credit damage. On XX/XX/XXXX, the servicer approved an additional forbearance period from XX/XX/XXXX through XX/XX/XXXX. On XX/XX/XXXX, the state mortgage assistance program provided assistance in the amount of {$24000.00} toward my mortgage account. In XX/XX/XXXX, an additional payment of {$3100.00} was made through the assistance program. Following these payments, the servicer determined that our hardship had ended and removed us from the loss mitigation process. However, our hardship remained ongoing. We therefore reapplied for assistance and forbearance. In XX/XX/XXXX, we received a denial letter stating that we did not qualify for additional forbearance. We appealed that decision and requested reconsideration because our hardship remained unresolved. Following that appeal, the servicer approved an additional forbearance period covering XX/XX/XXXX through XX/XX/XXXX. In XX/XX/XXXX, the servicer contacted us regarding our hardship status. On XX/XX/XXXX, we participated in a call with the servicer during which we confirmed that the hardship was still ongoing and entered the loan modification process. In XX/XX/XXXX, we began a trial loan modification plan requiring XXXX trial payments before the modification could be finalized. We were informed that successful completion of the trial payments would result in the modification being completed and the account being brought current. We made the XX/XX/XXXX trial payment on time, and that payment was reported to the credit bureaus as current and on time. We made the second trial payment on XX/XX/XXXX, as required under the agreement. Despite making the required payment, the servicer subsequently reported our mortgage as XXXX days delinquent. This reporting caused another substantial decline in our credit scores. We then made the third trial payment in XX/XX/XXXX as required. When we disputed the reporting, the servicer stated that credit reporting had been suppressed during the forbearance period but was no longer suppressed during the trial modification period. This explanation raises serious concerns and fails to address obvious inconsistencies. If the account was properly considered XXXX days delinquent during the trial modification period, there is no clear explanation for why the XX/XX/XXXX payment was reported as current and on time. Conversely, if the account was considered current in XXXX, there is no reasonable explanation for why the XX/XX/XXXX payment was reported as XXXX days delinquent despite being made according to the trial modification agreement. At no point during the loan modification process was I informed that making all required trial payments could result in severe negative credit reporting. We relied on the servicer 's representations that successful completion of the trial payments would result in the account being brought current. A reasonable borrower following the servicer 's instructions would not expect to suffer significant XXXX XXXX damage while complying with a loss mitigation agreement. This is now the second time we have experienced substantial credit damage while participating in a forbearance or loss mitigation program administered by this servicer. Throughout this entire process, my family has acted in good faith. We have promptly communicated with the servicer, provided requested documentation, applied for assistance when instructed, appealed denials when necessary, entered into forbearance agreements, participated in the loss mitigation process, and made every required payment under the trial modification agreement. Despite our efforts, we have experienced repeated servicing failures, inaccurate credit reporting, delayed processing, conflicting information, inadequate communication, and significant damage to our credit. These actions have negatively affected our financial stability, creditworthiness, and ability to recover from a legitimate hardship situation. The stress and hardship caused by these repeated issues can not be overstated. We have spent well over a year attempting to navigate this process while following the servicer 's instructions, only to encounter repeated mistakes, inconsistent information, and damage to our finances and credit. Rather than helping us through a period of hardship, the servicer 's actions have repeatedly made the situation more difficult. I have disputed these issues directly with the servicer and through the credit bureaus. The disputes have been denied without adequately addressing the inconsistencies in the reporting timeline or explaining how a borrower making all required trial modification payments could simultaneously be reported as XXXX days delinquent.

Company response to consumer: Closed with explanation