Consumer complaint received 2021-09-17 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: Dovenmuehle Mortgage, Inc.
State: SC

Complaint narrative:
The purpose of this timeline and attachments is to provide the confusing telephone conversations and paperwork provided to me. 
Below is the Consumer financial protection complaint made on XX/XX/2021 outlining the concerns that started on XX/XX/2021, and the confusing information provided thereafter. 

We received your complaint. Thank you. 
We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. 
YOUR COMPLAINT Dovenmuehle XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX On XX/XX/2021 I called Dovenmuehle to request to end our mortgage forbearance. I was told I would receive the documents to sign within 7 to 8 days. On XX/XX/2021 I called Dovenmuehle relaying that I had not received the requested paperwork. I was then told the process could to up to 4 weeks as the loan was still under review. I questioned what the review process entailed and was not provided with a satisfactory answer. Today XX/XX/2021 I still have not received the paperwork and was informed by the Dovenmuehle rep. that Dovenmuehle did not have the paperwork and it would be coming directly from the VA as it was still under review which contradicts the two prior phone calls. End goal someone send the paperwork. 
XX/XX/2021 Phone Call Per Dovenmuehle the account was still in review XX/XX/2021 Phone Call Account is still in review and process can now take up to ninety days XX/XX/2021 I called Dovenmuehle and spoke with XXXX, a Customer Service Representative ( CSR ), to request documents again that were " under review. '' Per the CSR, XXXX XXXX denied the Covid VA Partial Claim Payment Program on XX/XX/2021 for no reason. The CSR stated that she would email XXXX XXXX for a reason. 

Additionally, I called the Veteran Affairs Department and was told that XXXX XXXX could do whatever they wanted even though it is a VA loan. 

I called back and spoke to XXXX, requesting a payment plan be set up and connected to XXXX, a supervisor? XXXX explained that I was not eligible for this option because the account was seventeen months in arrears and that only accounts in arrears for twelve months were eligible. Additionally, she stated that payments should have begun in XXXX. However, I was waiting for paperwork from Dovenmuehle that had yet to arrive. I said that I would make a payment immediately. XXXX also stated that she, too, would email XXXX XXXX to explain the confusion on payments. XXXX assured me that the Covid VA Partial Claim Program was still an option and that I needed to wait two to three weeks to contact the Loss Mitigation Department to obtain XXXX XXXX ' response to her request. 

Consequently, I went online to make a payment and was not able to access this feature. I called Dovenmuehle again and spoke with CSR XXXX ( XXXX  ). XXXX also stated that he also noted that XXXX XXXX denied the COVID VA Partial Claim Payment Program, which contradicts XXXX 's conversation earlier with me that same day. The CSR explained that I would not be able to make any payments online and incur a telephone fee of {$11.00}. Reluctantly, I made the payment on the phone, and the payment cleared my bank that day, XX/XX/2021. However, the payment is not reflecting on the account as of XX/XX/2021. 

XX/XX/2021 I received a package dated XX/XX/2021, with a postmark of XX/XX/2021. The letter provided three options.

Option one is the COVID VA Partial Claim Payment Program, and if that option was chosen, I needed to do nothing. This option is a direct contradiction that I received on XX/XX/2021 from XXXX. 

Option two is to complete a loss mitigation evaluation package that needs to be completed within 90 days. Please note attached.

Option three is to pay the total amount or request a payment plan. However, the letter does not state the repayment parameters. 

Dovenmuehle should not have provided the letter dated XX/XX/2021, if XXXX XXXX had no intention of allowing the COVID VA Partial Claim Payment Program or a monthly repayment plan.

It has been obviously apparent that Dovenmuehle and Capital Investment purposely stalled our application for the Covid VA Partial Claim Payment Program. We have been thwarted at every turn in the hope that we will default.

Company response to consumer: Closed with explanation