Consumer complaint received 2024-04-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Dovenmuehle Mortgage, Inc.
State: CA

Complaint narrative:
I always paid my mortgage on time in full amount since I get mortgage XX/XX/XXXX with XXXX. In spring of XXXX I received a letter at the address of XXXX XXXX XXXX, XXXX from XXXX mention they are transferring the mortgage service to another company and more deails will follow. Then I never received any related notice since then. Because I use auto payment for my mortgage so I assume everything was fine. Plus both of my parents were sick and passed away in XXXX, I didnt have energy to monitor everything all the time. In XX/XX/XXXX, I just noticed my mortgage account couldnt be accessed from XXXX online portal, I called XXXX right away and was told the mortgage was transferred to Dovenmuehle, I called Dovenmuehle and was told my property is onhold to prepare for forclosure ( not yet ). I was shocked because Dovenmuehle never notified me in any way ( mail, email or phone ) regarding the transfer and payment due and I didnt know my auto payment was broke either. I called and emailed Dovenmuehle for many times, no response at all, customer service just said they could do nothing about it. I had to reach out XXXX for help. With XXXX help, finally Dovenmuehle sent me the reinstatement payment, I informed XXXX and Dovenmuehle that Im ready to pay whatever the owing amount right away upon I received the statement. It turned out XXXX still put my property under foreclouse when Im reviewing the received statement and ready to pay any time then. Being shocked and desperated is completely underestimate my situation. I paid off all the loan required by them at the end of XXXX. It turned out I just noticed recently my credit score dropped XXXX points!!!!!!! Because of this. In my whole life I have never delayed mortgage payment, this delayed payment in my credit history is because Dovenmuehle mailed the notice to the wrong place and they never emailed me. ( when I called their customer service, they even had no any my contact information in their system, unbelievable!!!!!! ). You can see all the delayed payment happened since Dovenmuehle took over the mortgage service. Except this incident, I never delayed any mortgage payment from any banks in my whole life. 

In the past few months, I called Dovenmuehle service for many times, most of them they just put through other team/department and nobody would solve any issue even just a small thing like updating SSN. Wehn I called Dovenmuehle for the first time regarding the mortage, they even didn't have any of my contact in their system except the loan. It took them a few months to just update my SSN in their system but they couldn't wait to put my property on foreclosure even though I aready agreed to pay right away. Their customer service asked me to email 3 of their email boxes ( XXXX, XXXX and XXXX XXXX XXXX  ), I did for a few times, nobody responded at all even though I put high importance sign. The terrible experiences can go on and on. I have emails to prove what I said.

Company response to consumer: Closed with explanation