Consumer complaint received 2025-09-29 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Dovenmuehle Mortgage, Inc.
State: NH

Complaint narrative:
On XX/XX/2025 I was offered to enter into a trial payment plan before entering into a loan modification for my mortgage. My original mortgage payment was {$2800.00}. I was offered a three month trial where I would pay {$2300.00} for three months before they would modify the mortgage. I was required to make this reduced payment by the last day of XXXX. 

On XX/XX/2025, I paid the trial amount of {$2300.00}. On XX/XX/2025 I received a notification from the credit bureaus that I had a past due payment on my mortgage. I called the mortgage company and they indicated that because my payment was {$490.00} short from my original payment amount of {$2800.00} and that {$490.00} wasnt received before XX/XX/2025, I was 30 days past due. 

During my conversations with the mortgage company, both when I called to accept the payment plan offer and against on XX/XX/2025 when I called to set up the reduced trial payment amount, I was not informed that my payment would technically be considered short and I would be considered past due on my mortgage. Had I been informed of this I would have made the payment, which I did as soon as I discovered I was reported late, I immediately paid {$500.00} to make up the difference on XX/XX/2025 and removed myself from the trial plan. 

Upon review of the trial payment agreement, there is no indication that my original payment would still be due or that making the requested trial payment plan amounts would result in my mortgage payment being considered late. Additionally, the very last paragraph of the agreement states : Please note that except for your monthly mortgage payment amount during the trial period, the terms of your existing note and all mortgage requirements remain in effect and unchanged during the trial period. 

This language clearly indicates that my original monthly mortgage payment was not in effect or expected. I would have NEVER made the reduced payment, I would have made the entire payment even if I stayed in the payment plan trial, had I known this information. 

If I had not been notified of the late reporting, and had continued with trial plan according to their own terms in their agreement and according to the terms of both customer service reps I spoke with and their failure to disclose proper information, I would have been over 120 days late on my credit report. Image if I was an elderly person or someone who is not tech savvy who didnt receive this notification. I trusted my mortgage company to give me complete information and to look out for me as a customer. 

When I called about the late payment that woman I spoke with was the first rep to tell me that the trial payment was not considered a full payment and that she tries to make sure she tells people. This is a failure to disclose information that should be standard on their payment plan agreement. In stead their language clearly expresses that the mortgage payment is the reduced amount. 

I have a background check pending for the California XXXX for admission as an attorney. Without stellar credit reporting I look like a risk. I have to turn in my credit report in 30 days and this could risk me being asked to wait several years before being admitted. 

I have contacted the mortgage company relentlessly only to receive a response that they are legally obligated to report the truth, that I failed to make the entire payment and they refuse to review their own agreement that stated otherwise. They indicate that my agreement did say I would be offered credit protection during the trial. If I was unaware that my credit could be at risk how would I know to look for credit protection during the trial. 

This is a huge failure to their customers and they have knowingly misrepresented information about the payment plan. 

I have disputed this repeated with the bureaus as well and the mortgage company has failed to correct it, standing by their decision without reviewing the underlying information.

Company response to consumer: Closed with explanation