Consumer complaint received 2022-06-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Dovenmuehle Mortgage, Inc.
State: GA

Complaint narrative:
My XXXX # XXXX With XXXX XXXX Bank. Address : XXXX XXXX XXXX  XXXX XXXX XXXX XXXX, IL XXXX Direct # XXXX. 

In XXXX, XXXX I enforced the Cares Act provision putting my loan into forbearance due to a hardship. I utilized several extensions via telephone with representatives of this bank which were approved and on XX/XX/XXXX, since I was not given notice that my current request for an extension was approved, I made a full payment in the branch office.. I was then contacted that my extension was approved and subsequent phone calls were made to start normal regular payments after the approved extension in XXXX of XXXX. This bank has made several errors and admitted to such on payment arrangements and reallocation of my payments that were made. They have given very poor communication, have made threats of foreclosure as a result of there mistakes and have never reallocated and reconciled my account even though I have been promised and assured they would do so. In XX/XX/XXXX, I was given notice that they would now take steps to foreclose on my property. I have not missed a single payment. This is a direct result of their incompetence and negligence as a bank to reconcile the account in accordance to the cares act. 

Updated : XX/XX/XXXX This company has with malice held key information about my claim. They have also purposefully made the reconciliation process confusing, as well as impossible to follow a trail of facts via their responses by phone call interactions, invoice accounting statement responses, revision statements countering previous statements as well as accounting revisions both verbal and written, which are absolutely inconsistent with one another. Of great concern, They have made statements and direct claim that I entered into a program or loan review in XXXX, XXXX, which has no clarity or reflection to my statements and understanding on how I physically reacted to the information provided from the representative ( s ) I spoke to. I was given direct information over the phone that I had been extended another 3 months of forbearance utilizing the Cares Act as well as having a loan review to potential lower my interest rate and/loan payments. In no way whatsoever did I have knowledge that any payment was due or would be due prior to XXXX. I was told and given the mindset and knowledge that I WOULD SIMPLY CARRY OUT AN ADDITIONAL 3-MONTHS of Forbearance. If I was told in any way through communication on the phone that my credit would be impacted, late payments could or would potentially be re-applied, I would NOT have proceeded. In fact, I could have utilized the cares act up until XXXX of XXXX had I deemed it necessary but was in good faith given the understanding that I would be protected under the cares act until XX/XX/XXXX. At no time, was I given warning, in-depth understanding or information of repercussions should I allow the bank to review my loan, nor was I told that Utilizing the cares act further along with a loan review would have any conflict with one another. 

This company is committing fraud and has absolutely NOT followed the cares act guidelines. I stand FULLY behind my claims and ask, again, that a FULL investigation be done. I also ask that my XX/XX/XXXX payment be credited back to me since I was in fact protected under the cares act at that time. 

Updated : XX/XX/XXXX This company continues to delay and avoid any responsibilities of their continuous wrongdoing. They have continued to lie about the continuation of the Cares Act being enforced at the end of XXXX and into XXXX and have refused to provide a responsible responsible of accountability. If I DO NOT RECEIVE AN ACCEPTABLE RESPONSE AND RESOLUTION, I WILL HAVE NO CHOICE BUT TO HIRE AN ATTORNEY TO RECOVER FOR DAMAGES & EXPENSES INCURRED AND SUFFERED.

Company response to consumer: Closed with explanation