Consumer complaint received 2024-02-20 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: Dovenmuehle Mortgage, Inc.
State: MN

Complaint narrative:
We are selling our house in XXXX to qualified veteran buyers who are assuming the loan. We started this process in XXXX of XXXX. Our buyers had submitted all necessary documentation to XXXX XXXX Mortgage ( we found out in XXXX that this was actually Dovenmuehle Mortgage servicing ) for the loan. The buyers submitted the closing disclosures on XX/XX/XXXX to Dovenmuehle 's assumptions department and we were set to close before the initial closing date of XX/XX/XXXX. Over the holidays, we consistently called and spoke with people at Dovenmuehle regularly and they assured us that they understood that we needed to close in XXXX because we are buying a house in XXXX. On XX/XX/XXXX our title company had still not received any more information, so I called XXXX and they said that our loan had been sold. I said, " we are supposed to close today, what do you mean it has been sold? '' They couldn't give us any information because the new loan was not pulling up in their system until XX/XX/XXXX. 

We moved into the home we are purchasing in XXXX with a short term rental agreement from XX/XX/XXXX through XX/XX/XXXX. Our sellers in XXXX were kind enough to extend our rental through the end of XXXX so that we could close on the home in XXXX. I called and called Dovenmuehle and they never had any updates for us, they just said that they would put in a ticket to call us back. That never happened. I have filed two complaints with the XXXX and Dovenmuehle replied that they understood that we needed to close in XXXX. It is now XX/XX/XXXX and if we do not close on the home in XXXX and the home in XXXX in XXXX, there will be two veteran families with children ( one is XXXX XXXX ) who will be homeless. 

This is a very severe emergency and we are unable to reach anyone at XXXX who will help us. Apparently this happened to thousands of veteran families who were in the assumption process when XXXX sold the loans without allowing the assumptions to go through before changing the servicer to XXXX XXXX Mortgage. I have called and emailed XXXX XXXX at XXXX XXXX Mortgage multiple times and have never received a reply or a call back. I have requested that the XXXX call me every single day this week and there has been no call to me from XXXX XXXX to give us our closing date. We are about to be homeless because XXXX transferred our loan to XXXX XXXX when the assumption was already supposed to be completed in XXXX of XXXX with Dovenmuehle.

Dovenmuehle was the servicer of the loan from XX/XX/XXXX through XX/XX/XXXX. Their assumptions department had our loan and replied to the XXXX complaint stating that they understood that we needed to close in XXXX of XXXX. We were never told that the loan was going to be sold or that there was any possibility of not closing in XX/XX/XXXX. We are about to be homeless and this is due to the negligence of the assumptions department at Dovenmuehle Mortgage. 

We were also never told that Dovenmuehle was the servicer. Every time we called them, the phone numbers answers as, " XXXX XXXX Mortgage. '' We are about to be homeless because of the assumptions department at Dovenmuehle Mortgage.

Company response to consumer: Closed with explanation