Consumer complaint received 2024-02-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Dovenmuehle Mortgage, Inc.
State: FL

Complaint narrative:
I have been trying to work with RP Funding, Dovenmuehle Mortgage on a forbearance plan for my mortgage and they have been fighting this all the way. I had to get Consumer Finance Involved and had a hud counselor assigned summer of XXXX as they were not willing to work with me by providing a forbearance plan : claiming that forms were not received, forms were not completed, etc. HUD counselor was very helpful but the forbearance plan itself was not offered. 
Again in XXXX, I reached out to you for help and my mortgage company came through with a trial payment plan. XXXX payments of {$3300.00} XXXX in XXXX, XXXX in XXXX XXXX in XXXX were to be made. 
To date, RP Funding/ Dovenmuehle mortgage has received the XXXX checks. The payment for XXXX arrived XXXX day early due. I resent the XXXX payment on the XXXX because the first payment which was sent by XXXX Mail was delayed due to storms. XXXX will confirm this. 
Emails were sent to the mortgage company regarding this with instructions that if both checks arrive, apply the one that arrives last to XXXX. This did not happen. Multiple attempts to resolve this with XXXX XXXX XXXX failed. 
I did speak to a representative in Loss Mitigation who told me that I had met the requirements of the trial payment plan and I should receive the details of the new payment plan by mail. He did have to look in the system to see the XXXX check but assured me that all was as it should be. He indicated that it was OK that the check arrived XXXX day before XXXX when it was supposed to come during the month of XXXX, The very next day, I am receiving more calls from the mortgage company. Seems they want to keep both payments but now require an additional payment of {$3300.00} as they did not apply this check to the reference number and trial payment plan indicated in the memo. 
When this happened, I reached out to HUD counselor ( my contact was no longer there, spoke with someone else ) they provided a number for " Escallations department '' at RP Funding/Dovenmuehle Mortgage. They agreed to make the call with as this has been helpful in getting XXXX co to respond appropriately. Multiple attempts to reach someone, no one ever answered the phone. 
I personally ( without HUD ) called this number a minimum of XXXX times in a few days, the line is never answered. Called XXXX  company many more times and get nowhere. 
The bank will not stop payment or dispute the check as they say it is not their business what the recipient does with the money? That is insane. 
I would like the extra " trial payment '' to be returned as I am sending another check to ensure that I can receive the modified loan I am entitled to but have been literally fighting the XXXX company every step of the way. 
There are SO many complaints against this servicer, I will be looking into a follow up of the class action lawsuit that was just completed against them for the same exact behavior.

Company response to consumer: Closed with explanation