Consumer complaint received 2025-01-13 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Payment process
Company: Dovenmuehle Mortgage, Inc.
State: NJ

Complaint narrative:
I am writing in reference to my loan with XXXX XXXX XXXX XXXX XXXX XXXX XXXX that has been serviced by Dovenmuehle Mortgage, Inc. (DMI) effectively XXXX XXXX XXXX and thats where the issue of overbilling began to my knowledge as it was blatant in their billings and statements and how the payments were applied.
My loan was established on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX branch in XXXX XXXX and I always pay my loan and usually make additional payment towards principal each month at XXXX XXXX XXXX XXXX XXXX XXXX, all of which can be seen below.  Every month Ive received a statement for the following month for payment.  My loan amount was originally $30,000.00 with a XXXX interest rate signed on XXXX XXXX XXXX  with my first payment being due on XXXX XXXX XXXX and first statement generated on XXXX XXXX XXXX  and payment due date every month thereafter on the XXXX of the month.
Beginning XXXX XXXX I made a payment on XXXX XXXX XXXX at the branch in the amount of XXXX XXXX towards principal and XXXX towards interest and XXXX  as an additional payment towards principal.  On XXXX XXXX, XXXX date when they applied my payment, a new statement was generated with interest of XXXX which I paid on XXXX XXXX XXXX the total amount of XXXX.  The bank applied the payment on XXXX XXXX XXXX XXXX XXXX XXXXas principal while XXXX was interest.  On XXXX XXXX XXXX date they generated a new statement due XXXX4 which I paid in the branch on XXXX XXXX XXXX and applied my payment of XXXX XXXX XXXX towards principal, XXXX as additional payment towards principal and XXXX interest, applying additional interest versus applying that XXXX as additional payment towards principal.  On XXXX XXXX XXXX another statement was generated due XXXX XXXX XXXX, effectively skipping a monthly payment for XXXX XXXX which I paid on XXXX XXXX XXXX so as not to skip a monthly payment although the branch was telling me no payment was due until XXXX XXXX and that they didnt know how to apply the payments with the additional principal payments and without applying money towards interest so they applied my payment as XXXX towards principal, XXXX as additional payment towards principal and then XXXX towards interest, having collected interest for the month of XXXX XXXX in the amount of XXXX in one month and not understanding that that is close to what my monthly payment is per month and refusing to resolve this.  On XXXX XXXX XXXX another statement was generated with a due date of XXXX, now having me skip my XXXX XXXX payment!!!  I paid on XXXX XXXX XXXX a total of XXXX that they applied as follows: XXXX  towards principal, XXXX as additional payment towards principal and XXXX as interest.  On XXXX XXXX XXXX, a new statement was generated having me skip, XXXX XXXX and XXXX XXXX payments with a due date of XXXX XXXX XXXX which I paid on XXXX XXXX XXXX the amount of XXXX which they applied as XXXX towards principal and XXXX towards interest.  The branch manager  XXXX XXXX, assistant manager XXXX XXXX, representatives, including XXXX XXXX all dont seem to understand what is going on, many employees including those named have stated they receive multiple mortgage statements per month versus only one statement.  The interest being collected by XXXX XXXX shouldnt be.  I have tried discussing this with them to no avail.  On XXXX XXXX XXXX XXXX after having been told I would have a letter by XXXX XXXX XXXX which was then revised to XXXX XXXX XXXX via email per XXXX XXXX  from her conversation with XXXX I again headed to the branch with my daughter who understands loans and how they work and that only one statement should be issued per month and that payments must be made monthly to avoid the bank stating that you missed a payment and receive a late fee.  For example, I cant say at the beginning of the year I am making a XXXX payment for all months and not pay and not expect a foreclosure notice after receiving a demand to pay the loan in full because I didnt pay a monthly payment in the months of XXXX XXXX XXXX!  How many others is this happening with?
While at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX, my daughter asked to speak with a manager on my behalf.  The Manager, XXXX XXXX wasnt in.  She asked to speak to the lender reps and was told you cant.  My daughter asked isnt the corporate office here at this branch? XXXX XXXX told her corporate isnt customer-facing and thats part of the issue  direct quote.  XXXX XXXX then called DMI as my daughter was persistent that this be straightened out immediately as they were breaking Banking and Insurance rules, Federal Laws, and possibly this was Elder Abuse as I had been trying to straighten this out on my own for two months to no avail. XXXX XXXX begrudgingly contacted DMI and as she was giving them information to ask questions my daughter took her phone out of her pocket after hearing a text message relating to her business, didnt touch her screen, just looked at it to see who was texting and XXXX XXXX hung up the phone, which both my daughter and I were befuddled by, and then aggressively verbally accosted my daughter (calling her a liar) of recording her by stating Im not continuing this when youre recording me in a tone that was rude and trying to get rid of my daughter as she knows mortgages and banking rules.  With that my daughter got upset and told XXXX XXXX she wasnt recording and showed her phone to XXXX  showing that the text message was on screen, XXXX denied there was anything to see on the screen still accusing my daughter of recording her.  The assistant manager and someone else came over to try to understand what the commotion was.  Each of them looked at my daughters phone to see clearly there was a text message.  Meanwhile, we are sitting facing a bank camera, which was probably recording us, which we brought to their XXXX, another employee, the XXXX  assistant manager and XXXX XXXX attention.  My daughter stated theres a way to ask if Im recording as they insisted that recording isnt allowed in a bank.  To be clear, my daughter wasnt recording whatsoever, but she did take written notes, she read to the assistant manager that Corporate isnt customer-facing and thats part of the problem.  The assistant manager said he couldnt help with the situation as he doesnt understand mortgages.  DMI was called again and XXXX XXXX XXXX) spoke with us.  She stated that there was a letter that was sent out on XXXX XXXX XXXX XXXX XXXX to my PO Box that I still have not received on XXXX XXXX XXXX  They were supposedly adjusting everything and ended the phone call.  At this time the branch Manager, XXXX XXXX, came in and was called over.  One of the first things XXXX stated was XXXX  has done everything she can at this point in her opinion.  My daughter recounted how XXXX inaccurately and aggressively falsely accosted my daughter of recording and making a statement that corporate isnt customer-facing and thats part of the problem and XXXX XXXX XXXX to pull up the letter from DMI in the account or even ensure that there were notes from XXXX at DMI from the phone call but there wasnt anything. XXXX XXXX also acknowledged she knows nothing how mortgages work.  No offer to call DMI again, dismissing us stating weve done everything we can do!   
To resummarize my payment history and the loan information: 
Loan Number: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Payment History  all payments were always paid directly at XXXX XXXX XXXX XXXX XXXX  at a teller window inside the branch:
Stmt Date	Due Date	Pd Date	Principal	Interest	Additional Payment towards principal
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

This is not how a bank or how bank employees should act!  They arent knowledgeable in loans yet they have state contracts, most of the business banking in XXXX XXXX and because of that they are thought to be trusted, knowledgeable or at least be able to get answers.  My loan has been escalated; when my daughter asked if it was escalated as a complaint as there are banking rules for that too, XXXX refused to acknowledge that.

I am asking for assistance from the Department of Banking and Insurance, my Senator, DMI upper management and XXXX XXXX XXXX at this point.  I expect an answer and this to be resolved within ten (10) days, whether a letter has been generated or not as I have not received same.
I know there are Banking rules broken, there are Federal laws broken by the bank here.  DMI should not be in business and to hear that bank employees also have this issue, perhaps there should be a class action lawsuit looked into.
Due to fraud, I have not included the mortgage statements and I have not included the full loan number but I would be happy to share if needed.  The only agency who is getting copies of all is XXXX  I am seeking a thorough review of my loan along with all other loans that XXXX has opened along with DMI to investigated for FRAUDULENT ACTIVITIES.
Thank you for your attention in this matter and I look forward to this being resolved promptly.
UPDATE (italics not included to FDIC and those ccd added are marked with a XXXX XXXX XXXX XXXX
I contacted DMI this afternoon at noon time to discuss not having received the letter they were sending to me regarding above after checking my mail at my PO Box.  I spoke with XXXX from DMI (intials: XXXX) who was generating the original vs. new amortization letter.  She is the first contact that understood what has occurred and how mortgages work  she should honestly be promoted to an officer position within DMI!!!  The only issue was that she could not generate a new amortization schedule unless I paid $15.00 for it although she clearly saw the mistakes made by both XXXX and DMI  the servicer.  She understood that interest should not have been collected for three payments and should be adjusted.  This is the first person Ive spoken to who understood all of this!!!  When she said she was charging XXXX, I asked to speak to a supervisor to have the XXXX waived.  We next spoke with XXXX supervisor (initials: XXXX who refused to waive the fee stating it was your fault for making three payments in one month! refusing to go back and apply those interest payments as additional payments towards principal.  She also stated that I shouldnt have made any payments for XXXX XXXX XXXX XXXX XXXX XXXX to correct this.  No one will correct the amount of interest billed and applied on my account in XXXX XXXX  I spoke with them in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX.  Each time I went in to make payments and I left bewildered but not wanted like most seniors to get their children involved as we are getting older and dont want our children knowing our finances.  But it has taken a toll on me where I need assistance from others as even my daughter who understands isnt able to get it straightened out that they have been negligent in their business practices, deceptive practices, assessing unauthorized charges, predatory lending and failing to pay payments properly.
This has been VERY stressful and has caused me emotional distress and undue stress.  They will not listen to me as I am an old lady and I dont know what Im speaking about; they dont cater to the seniors fairly or give a moment to listen to the issue, being very dismissive and telling me I dont understand they are entitled to that interest in one month based on the following months and not adjusting interest collected for those following months.  I have notes going back to XXXX XXXX where Ive tried handling this on my own, Ive asked my daughter who handles mortgages for a living to get involved as she knows the terminology and understands that mortgages need to be paid monthly regardless if I make a multiple payments per month over and above my monthly payment!  
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation