Consumer complaint received 2019-03-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Dovenmuehle Mortgage, Inc.
State: FL

Complaint narrative:
In XXXX, I applied for and received a deferment for XXXX due to hurricane Irma. I started making on-time regular payments again when the deferment was up as agreed, in XX/XX/XXXX. I called Dovenmuehle Mortgage periodically because after the deferment I was unable to log on to my Dovenmuehle account to make online payments. I was never told that there was any problem with my mortgage and was always asked to pay the regular mortgage amount, roughly {$1100.00} per month. 

In mid XXXX, I received a call from a Dovenmuehle representative stating that the deferred payments would be put back into the mortgage and starting from then on I could again log into my mortgage account online to make payments. At this point, however, I had been making payments through my bill pay from my bank since every time I called in to make a payment I was charged a fee of {$10.00}, so I did not attempt to log back into my Dovenmuehle account. 

On XX/XX/XXXX, I received a notice in the mail stating that my mortgage was 3 months behind and I was in danger of foreclosure. I called Dovenmuehle as soon as they reopened from the holidays, I believe XX/XX/XXXX, and asked them what this was about. They stated that they sent me paperwork to modify the mortgage that was never signed and returned so I needed to work with loss mitigation to retain ownership of the house. I was never told that my mortgage payments that were deferred were going to be considered late. I never received notice in writing, nor a phone call. I did not receive the paperwork, either. If I had, of course I would have returned it to avoid going into foreclosure. I was never told to expect this paperwork, nor was I called to confirm the paperwork had been received. As far as I knew, everything in regards to my mortgage was caught up and proper. 

I called loss mitigation to see what was going on in XXXX of XXXX. Only then was I told that I owed an amount equal to 3 months of the mortgage payment, when previously I had been told that the payments were already put back into the loan. At this time my husband was unemployed so I didn't have $ XXXX dollars to catch up the mortgage payment. Someone in loss mitigation asked me a lot of questions about our situation and I received a notice that our mortgage was eligible for reduced payments from XX/XX/XXXX-XX/XX/XXXX in the amount of about {$720.00} per month, so that is what we paid in XXXX, XXXX is due now. 

At this point I was under the impression that I was on the same page as the mortgage company and that my mortgage had been brought back into good standing, but at the beginning of XXXX I had my credit checked and was notified that now my mortgage was reporting not only 3 but now 4 MONTHS behind 90+ days!

I was never notified that this would be the case. I followed all the terms of the deferment and starting making my regular payments again in XX/XX/XXXX and continued to do so until XX/XX/XXXX when they offered the reduced payments. 

I have been trying to get in touch with my loan specialist, XXXX XXXX, for nearly 4 months now. I was also told I could dispute the report on my credit with Dovenmuehle 's research department, who I have emailed 2 times over the last 3 months with no reply, although I was told the regular response time was 7-10 business days. There is no way to contact the research department by phone. I literally can not get anyone that has the power to review this situation to help me on the phone. 

I have talked to employees at the loss mitigation department, but they said they are unable to help me with a complaint about the 'late ' payments or the reporting on my credit bureaus, and can not tell me why they are reporting late or why the terms of the forbearance have not been followed.

Company response to consumer: Closed with explanation