Consumer complaint received 2021-06-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Dovenmuehle Mortgage, Inc.
State: WA

Complaint narrative:
My mortgage with Dovenmuehle Mortgage , Inc was paid off in XX/XX/2020 through refinancing. We are currently in the process of selling our home and we noticed that the old mortgage is still appearing on our title. Our title company reached out to us and to Dovenmuehle requesting a 'Paid in full ' letter. 

Here are the series of events starting with the first phone call 1. First phone call ( ~10 days ago ) : Rep mentioned he'd fax it in 24 hours. Never received the letter 2. XXXX XXXX - 1st phone call : Talked to supervisor. Promised to fax letter in 10 minutes. But sent over a document that didnt belong to us. 
3. XXXX XXXX - 2nd phone call : Talked to supervisor. The system was down and we were asked to call back on Monday 4. XXXX XXXX - Sent an email to our previous loan officer from XXXX. He mentioned that he's raised it with the concerned team and they would reach out to us when they have an update. 
4. XXXX XXXX ( 1st try ) - We called Monday morning to check on the status, rep mentioned 'I dont know who promised you the letter, I dont t see a request open for your letter ' and so she raised a request. We requested to talk to the supervisor but she apparently didnt have access to connect us to one. 
5. XXXX XXXX ( 2nd try ) - We called again in the hopes of talking to a supervisor and we did. 
She promised to fax letter in 10minutes but yet again received nothing. 
6.XXXX XXXX ( 3rd try ) - We called again to reach see why the letter wasnt faxed. The agent mentioned that the supervisor we had talked to earlier wasnt able to find the letter and that she put in a request to the research team to look into it. She also shared an email id and she said we could try sending them an email. 
7. XXXX XXXX ( 4th try ) - We tried emailing the research team and looped in our escrow company too. 
8.XXXX XXXX - We also tried following up with our Loan officer from XXXX to see if they had any updates and they didnt 9. XXXX XXXX - We tried calling the customer care again to check on the status. They mentioned that its being processed and they cant give a timeline on when it will be done. They also told us to call them back if we dont receive the letter by Friday. 
10. XXXX XXXX -Followed up with Loan officer from XXXX. He stated that the matter has been escalated to XXXX upper management and that they're waiting for a response from Dovenmuehle. 

Explaining our situation to a new representative each time and just being promised the same things over and over again has caused us a lot of mental and emotional stress. 
We also are in the process of buying a new place that is contingent on the sale of our current house. The closing is 8 days away and I still have no luck with the letter. 
We also need to move out of our current home by the end of this month. This whole situation is proving to be very difficult for us. 

Just like us, our escrow agent has also been calling Dovenmuehle everyday to get some kind of response. Dovenmuehle is by far the worst company I've interacted with. They have caused me and my family a lot of stress during these uncertain times. 

And at this point, this particular letter is proving to be a roadblock for our closing. 

Requesting your assistance in getting this resolved at the earliest. 
Thank you in advance!

Company response to consumer: Closed with explanation