Consumer complaint received 2023-06-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Dovenmuehle Mortgage, Inc.
State: AZ

Complaint narrative:
I am writing to bring a distressing situation to your attention regarding our mortgage company, Dovenmuehle Mortgage  serviced by XXXX, and its subsequent transfer of our loan to XXXX XXXX. We are in urgent need of your assistance as we believe our rights as consumers have been violated, leading to severe financial hardships of over {$14000.00}. 

To provide a comprehensive overview, our family qualified for Department of Housing assistance due to our situation. As per the program, a total amount of {$14000.00} was sent directly to Dovenmuehle Mortgage, with the instructions to apply towards our mortgage account. The assistance payments were made between XX/XX/XXXX, and XX/XX/XXXX. 

Shockingly, none of these payments received from the Arizona Department of Housing were attributed to our mortgage account by Dovenmuehle Mortgage. Consequently, when Dovenmuehle Mortgage transferred our loan to XXXX XXXX  in XX/XX/XXXX, the unpaid assistance amount was also transferred, leading to a significant delinquency in our mortgage payments with XXXX XXXX. Those delinquent payments should have been covered by the assistance that never got attributed to our account. 

Despite our diligent efforts to make every mortgage payment after the assistance was provided, we have been unable to make up for the missing payments that resulted from Dovenmuehle Mortgage 's failure to properly attribute the assistance payments to our account. Consequently, we are currently more than four months behind on our mortgage payments, and this unfortunate situation has led to our home being in a delinquent status and our credit score suffering severe damage. 

We find ourselves in a state of distress and uncertainty as a result of Dovenmuehle Mortgage 's lack of transparency, communication, and accurate accounting practices. Despite our persistent efforts to rectify this situation through repeated communication with their representatives, we have encountered significant delays, inadequate responses, and a troubling lack of accountability. 

In an attempt to address the issue, our case was escalated to Dovenmuehle Mortgage 's research department, which they claimed to be the highest level of support. However, our experience with this department has been disheartening. After waiting for over 6 months for answers, and checking in often, we have received nothing more than additional letters stating that they require more time to resolve the matter. While they have acknowledged finding some of the missing payments, they have failed to transmit these funds to our new mortgage provider, despite assuring us that this would be done if any funds were recovered. 

The prolonged waiting period, combined with the lack of action and further delays promised by Dovenmuehle Mortgage, has only intensified our frustration and deepened our sense of helplessness. We have made every effort to cooperate and engage with the company to resolve this issue, but their repeated failures to provide satisfactory responses or take appropriate actions have left us in a state of limbo, unsure of how to proceed and uncertain about the fate of our mortgage. 

We respectfully request your intervention and investigation into the actions of Dovenmuehle Mortgage  in order to rectify this unjust situation. We have meticulously maintained records of all payments, including copies of the payments made through the Arizona Department of Housing assistance program, as well as subsequent payments made directly to XXXXXXXX XXXX  We are providing relevant documentation necessary to support our claims and facilitate a thorough investigation as a PDF. 

We sincerely appreciate any assistance you can provide in resolving this matter swiftly. The financial burden, emotional distress, and potential long-term consequences we are enduring are deeply concerning. We look forward to your prompt response and a resolution that restores fairness and safeguards our rights as consumers. 

Thank you for your attention to this urgent matter.

Company response to consumer: Closed with explanation