Consumer complaint received 2021-08-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Dovenmuehle Mortgage, Inc.
State: CA

Complaint narrative:
This complaint is subsequent to # XXXX-XXXX  filed on XX/XX/2021, and # XXXX-XXXX filed XX/XX/2021 and is specifically focused on my mortgage servicer 's unethical disabling of my payment portal by Dovenmuehle Mortgage , Inc., 1 XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX, IL XXXX, Phone : XXXX ( XXXX ) XXXX,. 

On XX/XX/2021, I was granted an opportunity to pay a one time payment of {$910.00} towards my XXXX mortgage payment. After several month 's of protesting an accounting error in which Dovenmuele manufactured an escrow shortage against my account, this payment was to serve as part of a work-around while a long-term solution was supposedly in the works. Within a letter signed by a XXXX XXXX, it clearly stated that my payment would SATISFY my principle and interest for the month of XXXX. However, in a letter dated XX/XX/2021, 15 days after I made this payment, I was accused of being delinquent with my XXXX Mortgage payment. It was as if Ms. XXXX 's letter never existed. 

Elsewhere in the letter, and via phone and email conversations with personnel at XXXX XXXX ( XXXX XXXX ) and the Loss Mitigation personnel at Dovenmuele ( XXXX ), I was led to believe that a long term solution had already been discussed and was already " in the works ''. All that was needed for implementation of the fix was for me to make contact with the loss mitigation department to discuss the matter. However, once managed to make contact with the loss mitigation on XX/XX/2021, not one person knew about any long-term plan. Nor did anyone know who XXXX XXXX was, not how to reach her. 

On XX/XX/2021, when I access my online account to make the approved payment, I came to discover the " Pay Other Amount '' option was disabled. When I brought this to the attention of the Loss Mitigation representative who assisted me on XX/XX/2021 ( XXXX ), he was unable to articulate why this customer service feature was disabled. He attempted to resolve the issue while I waited on hold for a lengthy amount of time, but was unsuccessful. 

When XXXX returned to the phone, I was informed that the option to pay an " other amount '' would become active once I made my initial payment. I would then be able to make subsequent payments from that point, moving forward. 

Believing what I had been told was true, I submitted my approved payment of {$910.00}. Before making the payment, XXXX stated he would send me a follow up email highlighting the details of our transaction, as well as the resolve moving forward. He then handed me off to a customer service agent who completed the check-by-phone process. 

After submitting my payment, I looked for an email from XXXX, but it never arrived. An hour or two later, I called Dovenmuehle, and asked to speak with XXXX again, but I was told he was unavailable. The Agent servicing the call told me they would send a message to XXXX, reminding him of his promise to follow up with me with regarding the details and status of my Flex Modification request. 

Although I did receive a confirmation email regarding receipt of my XXXX mortgage payment, it had not been applied to my account properly. As of today, 30 days since I submitted the approved {$910.00}, my online payment portal is still prompting me for a XXXX payment. Additionally my payment history ledger is also not showing a payment made for XXXX. Although there is a pdf statement which shows the payment, it is being reflected as a partial payment with {$140.00} outstanding. This is not how I understood the offer from Ms. XXXX would be. 

At this point, not only am I barred from making any partial payments at all, the payment portal is now prompting me for two monthly payments ( XXXX and XXXX ) in order to have access to pay additional amounts towards my principle or interest. 

In closing, I do not believe it to be proper, or legal to be told a payment would satisfy my XXXX mortgage, and then have it written up as something other than satisfying my mortgage payment. Nor do I believe it is fair, to be barred from making additional good faith payments for subsequent months. The customer should not be made to suffer financially due to a mortgage servicer 's own internal accounting errors. 

It has occurred to me that Dovenmuele Mortgage, inc. may be clouding my payment history so that I am subject to derogatory marks against my credit. By doing so, they will render me incapable of seeking refinancing with another mortgage lender for at least one year.

Company response to consumer: Closed with explanation