Consumer complaint received 2022-11-13 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Dovenmuehle Mortgage, Inc.
State: IL

Complaint narrative:
We experienced financial hardships during the XXXX Pandemic in XXXX resulting in us falling behind in our monthly mortgage payments. When contacting our mortgage servicer at that time we were told that all we would need to do for the XXXX hardship would be to contact them when we were able to resume our monthly payments. 

We contacted our Mortgage Servicer XXXX XXXX XXXX XXXX XXXX who partners with Dovenmuehle in XX/XX/XXXX to explore options for bringing our account current. We were initially not evaluated for any sort of XXXX Payment Plans or XXXX Modifications and were presented with a traditional Loan Modification as our only option. After starting that process in good faith, we were informed that this was not our only option as had been initially explained to us and were sent a packet to fill out. Our packet was filled out and returned in XX/XX/XXXX. We continued to work with Dovenmuehle regarding this for the next 12 months and were finally sent a payment deferral agreement dated XX/XX/XXXX - stating that the terms of the agreement were that as of XX/XX/XXXX our balance would be brought current, our past due amount would be deferred to the maturation date of the loan, and any late charges would be waived. 

The loan was never brought current, our statements continue to say that we are behind the full amount going back to XXXX when the XXXX pandemic started, and we continue to be blocked from making payment on our mortgage save the option of mailing in a certified check to Dovenmuehle. During this entire period starting XX/XX/XXXX we have continued to contact Dovenmuehle 's loss mitigation department to attempt to resolve this. We have been mislead on when our account would finally be brought current. We have been told we would get calls back from supervisors which don't happen. We have been told that we need to fill out another packet and sign papers, then the next time we call we get told that no packet is needed and all we have to do is verbally agree to the terms. We get told that this process will be completed in a week, or in a month, or in XXXX business days. We call back at the end of the promised time period and get told that it's still in underwriting, or that it wasn't submitted correctly, or that they simply don't know where we are at in this process. We get told that we need to call in and make payments through loss mitigation, then we get told the next time that we call the only option we have is to send a certified check. We've been told that money orders will work, then we get told that money orders won't work. 

Most recently we contacted Dovenmuehle 's Loss Mitigations department on XX/XX/XXXX and were told that everything was with the underwriters and that this would all finally be resolved in 14 days. We called back again 14 days later, on XX/XX/XXXX and were told that this was still not completed and that we would need to call back again in 14 days to see if this was completed. 

Now today, XX/XX/XXXX our mortgage has also been flagged on our credit reports as being delinquent.

Company response to consumer: Closed with explanation