Consumer complaint received 2021-03-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Dovenmuehle Mortgage, Inc.
State: NY

Complaint narrative:
In XX/XX/2020 I was furloughed due to Covid, and requested a 3 month deferral from my mortgage company, Dovenmuehle Mortgage. I was told I wouldnt have to pay XXXX, XXXX and XXXX and those payments would be placed on the back end of my loan. XX/XX/2020 I resumed making payments, spoke to them numerous times. Every month I called in to make my payment because they would not allow online payments to be made. I was told my loan was in the final stages of the deferral agreement. In XXXX I received a bill for XXXX that my balance was {$26.00}. I called to ask why because this didnt make sense to me. I was told that was all I owed and that as soon as I made that payment everything would be current and finalized. 
In XX/XX/2020 we decided to try and refinance through a different institution. CEMA docs were requested on our behalf on XX/XX/2020. I was told by the loan officer I was trying to refinance with that he suspected as soon as we requested the Cema they would try and sell the loan, apparently this was not the first encounter his company had had with this company. Well A few weeks later we were told our loan was being sold to XXXX XXXX  as of XX/XX/2020. 
In the meantime in XXXX we were notified that the loan was still in forebearance and payments were not being applied. I made NUMEROUS phone calls ... literally hours on the phone with so many different customer service reps, supervisors trying to clear this up. Always being told something different and no real reason as to why someone just couldnt apply the payments and bring the loan current, as we had been paying since XXXX at this point. A VOM that had been requested showed us having not paid the mortgage. Right around XX/XX/XXXX we received a letter to disregard the loan transfer to XXXXXXXX XXXX. 
On XX/XX/XXXX, again after numerous hours on the phone they FINALLY applied the payments and sent the letter we had requested that we were out of forebearance BUT they had said we were only out of forebearance since that day that they applied the payments, and not that our loan was current as of XXXX when we had resumed making payments on time AND had received a letter agreeing to the deferral of the 3 missed payments. 
Then we received a letter that as of XX/XX/XXXX our loan would be transferred to a different servicer, XXXXXXXX XXXX. 
Now at this point we have already paid {$1000.00} to extend our rate that expired ... our new mortgage company we are trying to refi with has agreed that upon receiving an updated VOM we can close on this loan ... well first we were told 3 different things on how we couldnt be sent the VOM via fax or email ... even though we requested in writing and over the phone ... well now we finally got the VOM but they DID NOT UPDATE OUR PAYMENTS MADE. 
They clearly are trying to prevent us from paying off this loan before they can successfully sell the loan off. 
I called the new servicer XXXX and told them we have been trying to pay this loan off and Dovenmuehle clearly knows this ... not only did we request CEMA docs but have spoke to numerous at least over 20 CSR about our intentions and the new servicer was clearly shocked to hear this information. How can they sell a loan that is in the process of being paid off ... well they are clearly trying to prevent this from happening. We are at our wits end, our rate extension is abt to expire again and we are being held hostage by Dovenmuehle. How can they send out a VOM that doesnt show payments made?

Company response to consumer: Closed with explanation