Consumer complaint received 2024-11-21 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Dovenmuehle Mortgage, Inc.
State: NC

Complaint narrative:
PLEASE NOTE WE ALREADY WENT THROUGH XXXX, BUT I DID NOT KNOW THE DATES TO PUT BECAUSE IT WAS NOT THE SAME AS THE ORIGINAL PAPERWORK.

ALSO, ALL OF OUR PAYMENTS TO THE TRUSTEE HAVE BEEN PAID ON TIME FOR APPROXIMATLY XXXX YEARS.



6/18/2022
Loan Number XXXX  
General Letter about Disability, XXXX and FAA



To Whom It May Concern,

Just like many other people in this world, XXXX  and XXXX were extremely difficult for our family. For many years prior to XXXX XXXX he worked hard and was away a lot, `but we were able to live a good life.  We had the things we needed and made sure we helped the three boys as well.

When XXXX went out on XXXX, he had no idea there were several different problems he was having. It was difficult to see the specialist doctors because many decreased their hours due to XXXX. So, between not being able to get in to see the doctor and the additional unexpected medical problems the months flew by quickly. He was still able to bring in close to the amount of money he made when he was working. (I have a letter that I sent in several weeks ago, but I could never confirm you received it.

I realize working with customers is difficult because I did it for over XXXX  years. There are so many things that end up getting mixed up or dropped and before you know it you have an angry customer. 

What I would like to let you know is when I was able to get someone on the phone, they were very kind and understanding which helped me a lot. The problem was getting them on the phone and the changes weekly in what they requested. 

Because XXXX was not cleared by the XXXX to fly, he decided to take a job in Texas to try to catch up on our bills. XXXX did the application and mailed it in sometime the end of XXXX When he started his job in Texas on XXXX XXXX XXXX, he had all the information with him. For several months paperwork was requested and sent in, but I could never get anyone to respond that they received it. We were never told a contact person so that was a huge problem.

I tried numerous times to find out exactly what I needed to send but they would mail me the same loss ligation form each time. I had information I wanted to explain to someone, but it was difficult to get someone on the phone. I often waited for XXXX minutes before leaving a message or hanging up. I remember recently, I spoke to two people and one of them was trying to get a manager, and I ended up being on the phone holding for an XXXX  and XXXX  minutes. I was told someone would call me back, but by the time I received the message the office was closed.

Having people that can answer the phone in a timely manner is critical. I believe if you are trying to reach customer service it is okay, but the loss litigation number is always a nightmare.  I have stay on the phone every time at least XXXX  minutes and usually more like XXXX  minutes or an hour.  I would not have waited so long but no one would answer an email. That is a huge problem. If the staff emailed it would save time and they would be able to get more done without so many interruptions. 

The phone would give you an option occasionally to press 1 and leave a message, but I never had anyone call me back. I cannot begin to tell you the frustration and stress when you need to get someone, and they do not email or call you back.

It was my understanding from talking to several of the employees that everything would be okay I just needed to provide the information, but it was like a never-ending circle. One week something was requested and then the next week something else which in many causes had already been sent in. I have never in my entire life had to deal with such and unorganized company.

Finally, the end of XXXX we received a letter to contact someone by the name of XXXX XXXX The letter requested I work with XXXX which sounded great, but I could not reach him. I tried for about a week and so did XXXX. I finally found out his extension XXXX  did not work because he was working from home. That was when I almost lost it. 

All I want at this point is for someone to talk to XXXX and explain exactly what you need. Due to my XXXX, I said I would have to stay out of it, but that did not happen because of XXXX schedule so I ended up helping and ended up being put on XXXX  medication.  

Because you have the calls recorded you should be able to go back and listen to the calls that were made, and I can send you a list of the emails if you would like them. My only concern is XXXX is in class almost every day so I do not know if you will be able to reach him. His number is XXXX and mine is XXXX

I have been more than willing the entire time to provide you with anything you want, but communication is the problem. We need emails or calls to let us what is needed as well as notify us if you received it.

I hope you will be willing to work with us and that this can be resolved without any additional delays or complications.

Sincerely,

XXXX XXXX XXXX XXXX XXXX

__________________________________________________________




Dovenmuehle Mortgage Complaints

See attachments for additional information.

Thank you! XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX, US
XXXX XXXX XXXX XXXX EDT
Verified customer
Featured review
Loan# [protected]: my home loan modification and partial claim experience
Approx. two years ago I went into hardship due to XXXX death. My account was turned over to Dovenmuehle and my nightmare began. I was placed in forbearance and each time this company sent me my paperwork, it was the wrong paperwork. When I would call them, they would say they didn't receive the paperwork, or they would say I didn't fill out the correct...
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XXXX XXXX XXXXh of US
XXXX XXXX XXXX XXXX  EDT
Wrongful Foreclosure pending
I reached out in XXXX XXXX to state my husband and I were experiencing financial hardship because of XXXX and I filed a loss mitigation application that same month. I have provided all documentation requested and they always tell me I'm missing the items that I have already submitted. This has now been going on XXXX  months and they still keep telling me I am missing something.

My house is set for foreclosure and I have exhausted all options. I even applied for help through the state I live in and they cannot process my application until Dovemuehle processes my loss mitigation application, which at this point they are purposely not helping me. I thought they wanted to work with borrowers to find a solution, but I do not feel like they want to help me at all. I have two little girls that they would rather leave homeless then to try to work with me.
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XXXX XXXX XXXX of US
XXXX XXXX XXXX XXXX  EDT
Loss mitigation and customer service
I was noticed that my mortgage was behind and filed the paperwork necessary for a loan modification in XXXX. It is now XXXX  and I am facing foreclosure and am still waiting on paperwork.

I have been in near constant contact with them to no avail. They keep asking for more paperwork, which I send, no no avail. I have sent the same bank statement three times and have uploaded 22 documents since XXXX XXXX and no one has read them or worked on them.

I wrote to the Senior leadership of the company and have received no replies. They are conducting deceptive business practices. I am so frustrated and at my wits end. Ive been working with them in good faith from the start and have been met instead with stonewalling. The lack of customer service is appalling.

I can only hope this is resolved quickly.
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ADVERTISIMENT
I XXXX XXXX XXXX XXXX, US
XXXX XXXX XXXX XXXX  EDT
Verified customer
Mortgage loan #[protected] assumption of loan
My name is XXXX XXXX since XXXX XXXX  I have been trying to buy a house from your bank. XXXX XXXX XXXX XXXX XXXX XXXX XXXX). At first, it was a short sale and I made an offer that you didn't accept. After that, I offered to pay the whole amount that the owner XXXX XXXX  owed. Every time you asked for different documents and send the request thru US postal office instead of using Emails that are much faster. I think you should update your process to the 21st century. That made the process very slow and a year passed. Because nothing was happening we decided to do an assumption of loan from the owner and you provided the documents to go that route which I filled and sent to the address provided by your institution and via Email. After that, I called to verify that they receive all the documents and make sure that you had everything that you needed to get the process done. I was told that they had everything they needed and that the process was getting done and that someone was going to give me a call back to get me more details. I'm still waiting for that call. I have called several times and never gotten a callback. I'm amazed that it has been a year and a half and still nothing has happened. I'm still willing to work with you guys to make this happen.
Desired outcome: All I want is to buy the house and someone to contact me so we can discuss the status and finish this process as soon as possible. My cellphone is [protected] or [protected]XXXX.
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More XXXX XXXX XXXX of XXXX XXXX XXXX XXXX XXXX EST
Refund
Dovenmuehle Mortgage is the absolute worst company.

They owe me a refund that they sent me a letter about in XXXX Ever since I am calling and emailing to see if they can give me that money back.

It has been a nightmare to get any answers out of them.

They keep inventing new things why i need to "wait longer" and if I email their departments, nobody ever responds. I am convinved they are a criminal company and that they just keep the money they owe people. On top of everything there are so many bad reviews and complaints online and yet they pretend to have A+ ratings on their website! Beware of this company people! I will look into legal action. This is terrible and somebody has to look into these practices before people lose their houses.
Desired outcome: REFUND of my property!
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 TIMELINE FOR FORECLOSURE

Letters received- Please note this might not be all the letters because I mailed at least one to XXXX when he was in Texas. So, there was a letter requesting more information at some point in time.


	
WE TRIED TO MAKE PAYMENTS IN XXXX  AND XXXX AND WE WERE TOLD IT WOULD BE PUT ONTO OUR LOAN
______________________________________________________________________________________
XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation