Consumer complaint received 2020-05-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Dovenmuehle Mortgage, Inc.
State: NH

Complaint narrative:
In XX/XX/XXXX, Dovenmuehle Mortgage Inc took over as the servicer of our mortgage. 
In XX/XX/XXXX, the Analysis of the upcoming tax year was performed on the Escrow Account for our mortgage loan. Due to a " glitch '' in the system ( as described by the Customer Service Representative on XX/XX/XXXX ), the monthly Escrow Payments increased from {$120.00} to {$1000.00}. The increase in the Escrow payment would take effect on the XX/XX/XXXX payment. In midXXXX, there was another Analysis performed and it was determined that a glitch occurred in Dovenmuehle 's computer system and increased the monthly Escrow payment in error. 

We are told that due to regulatory requirements, reverting the monthly Escrow payment amount back to the original amount can not take place until XX/XX/XXXX and once the account is current. At this point, the total mortgage payment due for XXXX and XXXX is a total of {$3200.00} ( {$1600.00} per month, of which {$1000.00} per month would be allocated to the Escrow account ), which is {$1800.00} greater than what it would have been if there had been no computer " glitch ''. We are told that we must pay this higher amount for XXXX and XXXX, and then we would receive a check the following month refunding the surplus in the Escrow account. 

At this point, we were informed that your company would not accept anything but a full payment of {$1600.00} for XXXX and XXXX each. We do not have extra funds to pay this erroneous amount, regardless if we will be repaid the " surplus '' at a later date. It is unacceptable that we as consumers are adversely impacted due to a computer " glitch '' on Dovenmuehle 's part.

Additionally, Dovenmuehle did not pay our XXXX XXXX tax payment from our Escrow account ( which had sufficient funds ), which was due by XX/XX/XXXX. In XX/XX/XXXX, Dovenmuehle was informed by the XXXX XXXX XXXX that the taxes had not been paid and there would be a late fee. Dovenmuehle paid the late tax amount in XX/XX/XXXX. There is still an outstanding amount of {$75.00} for the late fee, which caused the tax collector to place a lien on my property. Dovenmuehle also reported a late payment for XXXX to the credit bureaus in the amount of {$780.00}. We have never owed Dovenmuehle this amount. 

Our previous servicer did not properly allocate excess funds we paid when we were late making mortgage payments to the late fee incurred, but rather allocated the excess to the Principal balance. As such, we now " owe '' {$560.00} in late fees when we have overpaid our mortgage by {$600.00}. Dovenmuehle has taken over these late payments, therefore they need to properly reallocate the {$560.00} from the Principal balance to the late fees. 

Each time we contact our actual lender, XXXX XXXX XXXX ( in New Hampshire ), they refer us back to Dovenmuehle without hearing our complaint. At this point, XXXX XXXX XXXX is not properly managing their third party relationship with Dovenmuehle either.

Company response to consumer: Closed with explanation