ComplaintsforDovenmuehle Mortgage, Inc.

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I bought a house from *************** in September 2023. As part of the home purchase agreement and incentive from the municipality there was a tax abatement program offered. We purchased the home and were approved for the tax abatement program by Mount ***** municipality (documents submitted). Dovenmuehle bought our loan from *************** and it has been a nightmare trying to get their tax department to update our account as per the terms of the abatement program. They have more than 4x confirmed receipt of all the documentation from myself and directly from the municipality but our account as still not been updated. This has been going on since January and each month they keep showing our statements with a property tax bill, yet we do not have one. We have been paying our loan (minus taxes) and they are now saying our payments are late because we still need to pay for taxes while they are "analyzing the account and updating it". I have called customer service 6x and this has still not been resolved and now they are saying our account is past due because the system is reflecting a balance (i.e. the property taxes owed). I facilitated a 3 way call between myself, the customer service department and the tax manager at the municipality about 2months ago. At that call, a Dovenmuehle manager assured me that the issue will be resolved within 2 weeks. It still hasn't and this is obviously unacceptable.

  

  Business response

  04/22/2024

  Hello, we have attached our response for your review.
  

  Customer response

  04/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will contact the business directly to request they remove my account from collections since my payments are up to date.  I will also request they advise the credit bureaus that my account was not past due.

  Thank you for your help.  I truly appreciate your urgency and help with this matter.

  
  Sincerely,
  
  Shingirai Mutasa

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My loan was transferred to a new servicing company under Cross Country Mortgage. When the account was transferred I was notified that *********** stated I have not made a payment since 8/1/2023 and am now in preforclosure. I sent the new servicing company proof of payments that they say they cannot confirm. I am now having to go through the Mortgage Assistance process to not lose the house I am making payments on. I am active duty military and am oversees its not easy for me to be available during business hours stateside. I have tried multiple times to reach them with no success. Current servicing company wont take payments at this time due to the supposed missed payments neither company is much help. Please let me know how I can receive help.

  

  Business response

  04/11/2024

  Hello, we have attached our response for your review.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have mortgage through BMO who sold it off to mortgage servicer Dovenmuehle Mortgage Company. I received escrow analysis that was dated 2/21/24 with a surplus stated of over $8,000 with no check included. It states check would be sent within 30 days of escrow analysis and I have yet to receive the check. I called them 3/27/24 spoke to lady who said they had not issued the check yet and couldnt find out why. She stated I must wait ************************************************************************************* first place. I then did some digging to realize my last years escrow analysis stated an over $5,000 surplus and I was never sent the check for that either and they rolled it over into this year which is illegal. I continue to contact them online and via phone and I get no straight answers and they cannot guarantee a date or the amount of the check that will be sent. Realizing they didnt send it last year Im assuming they will not send it this year either. I have never dealt with a more incompetent company in my life. They steal peoples money interest free. I am contacting a lawyer in order to get this resolved which will take more time and resources than what should be needed.

  

  Business response

  04/04/2024

  Hello, we have attached our response for your review.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Started release of liability (assumption of loan) to remove my ex spouse SEP 2023 thru Dovenmuehle's "special loans department". Check sent to them amount $******* for loan assumption. They cashed it 10 NOV 2023. There was poor email communication from them SEP 2023 - 3 JAN 2024 & then 0 recieved after 3 JAN when that email stated *************** were preparing closing docs. I had ?'s regarding that email & replied same day. ** response. Sent email on 5 JAN. ** response. ******* *** recieved letter (dated 17 JAN) stating loan is being transfered to a new servicer of CrossCountry Mortgage, LLC 1 FEB. Email sent 18 Jan. ** response. I called 23 JAN. *** told me they were going to send closing docs soon. I requested special loans processor call me back for assurance loan was not transferring mid transaction. ** call back.Emailed 29 Jan. ** response. 6 FEB closing docs received (dated 2 FEB). Called them 7 FEB re: ?'s on details of *************** of docs since it was after 1 FEB & no one verified loan assumption was still in progress. *** stated I was "no longer their ********* *** would have to contact new servicer. I asked about ******* paid to them. ** one would give me info about *******. ** one allowed me to speak to (*******************************) person managing transaction. ** contact from him after 3 JAN. ***** got responses from Dovenmuehle, never got any added instructions, never got any communication about *******. Complaint filed thru Wa St AG. Got notice from them Dovenmuehle sent response. Letter stated awareness I got a notice of transfer date to new servicer 1 ********** contacted me 27 JAN. That's not true. 27 JAN was Saturday. Stated I did not send closing docs back. Why send docs dated after transfer with invalid details after I was told no longer their customer? Stated they were sending "remaining" amount to me, (new loan servicer states amount $536. ?). Only full refund is acceptable for transaction they didn't communciate for > month & and didn't complete.

  

  Business response

  04/03/2024

  Please see the attached for your review. 

  Customer response

  04/04/2024

   
  Complaint: 21497041
  
  I am rejecting this response because:

  The service I paid for was not completed. 

  All of my requests for obtaining answers after 3 JAN were ignored.

  It was never disclosed to me at all (let alone prior to me making a payment to them for a specific service) that there was any possibility of my loan being transferred to another company in the middle of a transaction. It does not make any sense for a loan that was in the middle of a lengthy transaction (THAT WAS PAID FOR) to be lumped in with a mass transfer of loans to another company.

  I have done research on this and have found that it is not standard practice, nor best practice for a company (or a special loans processing representative (*******************************)) to allow loans in mid transaction to be transferred out. The special loans processing representative did not do his job in ensuring my loan was not a part of the mass transfer.

  I would have never paid them money for a transaction that was not going to be completed. 

  Their lack of disclosure, communication, and the specific special loans processing representative not doing his job is their issue that I am now being financially penalized for by them not providing a full refund and twice over for having to start the process all over again with the new loan company which will be more fees.

  At least the new company does not ask for any funds up front and they charge nothing until closing. This is how it should be if youre a company with any integrity. 

  I will accept nothing less than a full refund for a service not completed and costing me additional time and fees.

  Sincerely,
  
  Salina ******

  

  Business response

  04/11/2024

  Hello, we have attached our response for your review.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  1098 received is not correct. I have called Dovenmuehle Mortgage 1/31/24, 3/12/24, 3/27/24. Supposedly a supervisor requested an escalated review during the 3-12 phone call. I was told that would take 3-5 days. I waited 2 weeks and called again. Since the actual figures paid show on the bottom of the 1098 and nothing adds up to the total they provided, I have asked for an audit of my loan as well as the corrected 1098. I have called 3 times during 8 weeks and nothing has happened. My loan is now thru a new servicer and I need to make sure they have been given correct figures. I simply don't trust what Dovenmuehle has sent thru. I would like for somebody to do their job.

  

  Business response

  04/01/2024

  Attached is our response for your review.

  Customer response

  04/04/2024

   
  Complaint: 21494892
  
  I am rejecting this response because:  Page 2 of the response letter states:  'You have a right to request any documentation we relied upon in developing our response', etc. I would like hard copies of that documentation sent to my home for my records.  I will be addressing my concerns about calculations with the new loan servicer.  I simply need to make sure they agree as I've not had issues like this before with any other home loans.  

  
  Thanks,

  
  *************************

  

  Business response

  04/09/2024

  Hello, we have attached our response for your review.

  Customer response

  04/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I received the paper copy of the companies explanation today.   I wanted to make sure that actually came thru before responding.  It's just frustrating that it took time away from other people to get a response that should have happened weeks ago.  

  Thanks so much for your help in this matter.

  
  Sincerely,
  
  *************************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In early of 2023 *** mailed me the notice of transferring their mortgage service to Dovenmuehle Mortgage, *** and more details will follow. After my mortgage was transferred from *** to Dovenmuehle in May of 2023, Dovenmuehle mailed me the notice to wrong outdated address and they never emailed me any notice. I set up auto payment and didn't know autopay was broken by the transition. In Dec 2023 I noticed my mortgage account couldnt be accessed from *** online portal, I called *** 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) of the transfer and payment due and I didnt know my auto payment was broken 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 *** for help. With *** help, finally Dovenmuehle sent me the reinstatement payment, I informed *** and Dovenmuehle that Im ready to pay whatever the owing amount is right away upon I received the statement. It turned out Dovenmuehle still put my property under foreclouse when Im reviewing the received statement and ready to pay any time then without letting me know. Being shocked and desperated is completely underestimate my situation. I paid off all the loan required by them at the end of ******* turned out I just noticed recently my credit score dropped 120 points!!!!!!! My property foreclsoure was reported by Dovenmuehle and this stain will be kept with my property forever!!!!! In my whole life I have never delayed any mortgagement for any banks. I can't believe such a company having no basic qualififcaiton, morality, professionalism and customers is allowed to provice service to customer. They can provice nothing except ruining customers' credit and put customers in hell!!!!!

  

  Business response

  04/05/2024

  Hello, we have attached our response for your review.

  Customer response

  04/05/2024

   
  Complaint: 21491271
  
  I am rejecting this response because: the response is from **** I'm very satisfired with ************* My complain is for DMI. I need direct response from DMI. Besides my credit score needs to be recovered, the foreclosure record needs to be removed too. Nothing related to foreclosure is mentioned in the response. 
  
  Sincerely,
  
  *****************

  

  Business response

  04/09/2024

  Hello, we have attached our response for your review.

  Customer response

  04/09/2024

   
  Complaint: 21491271
  
  I am rejecting this response because: yes, you submitted the correction to credit bureaus. but I also asked DMI to remove the foreclosure record of my property from any sytem and county record besides credit bureaus. Actually I don't know where you filed my foreclousre and you know better than me where to remove it. I received mail from you that my property was put on forclosure. You need to correct my foreclousure record. 

  After this forecloure correction done, please explain why you already sent me the re-instatement of all the owing amount in Jan and I already agreed to pay with mail confirmation, during that a few days I emailed back and forth with you to clarify the numbers of re-instatement, you put my property on foreclosure without letting me know. I got a notice mail in one month. What's your intention put my proerpty under foreclosure under this situation besides you were trying so hard to collect legal fee.  

  Sincerely,
  
  *****************

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm extremely frustrated that I've fully paid off my mortgage. It was a conventional sale without any foreclosure proceedings, and I have documentation to support this. Dovenmule's business practices have been disappointing. I'm asking for the removal of any comments suggesting foreclosure, as they're causing significant difficulties for me. My payment to Dovenmule was completed in full, and the loan is entirely settled. Any foreclosure remarks on my credit report are completely untrue. I insist on their immediate removal from my credit history.

  

  Business response

  04/08/2024

  Please see the attached for your review. Thank you.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I refinanced a property in early September 2023 with Dovenmuehle Mortgage Company. Within 2 weeks of refinancing, I received correspondence in the mail stating my loan was transferred to Pennymac and that my first payment was due on November 1, 2023. I've attached a copy of one of the emails I received showing my loan was transferred on September 20, 2023. Upon making my first payment to ********, I began to receive correspondence in the mail from Dovenmuehle stating my payment was late. I believed that was an error because I had letters stating that my loan was transferred to Pennymac on September 20, 2023. I contacted Dovenmuehle customer support by telephone and by email in December 2023 to get clarification. It took them weeks to respond. After some back and forth with their customer service, they informed me that my October payment was late and that I was responsible for the October payment even though my loan had been transferred. I agreed to make the payment (through email) with the condition that it not be reported to the credit bureaus. On January 19, 2024, they sent me an email (attached) stating that there was no reporting to the 3 credit bureaus. I made the payment on January 23, 2024, in the amount of $2,272.76 with the understanding that this would not negatively affect my credit score. In February 2024, I received a notification from the credit bureaus that a 60 day late payment was being reported even after Dovenmuehle's email stated they were not reporting and after I made the payment. I would like for the negative blemish to be immediately removed from mine and my wife's credit reports. We have not been late on a mortgage payment in 15 years. The correspondence we received in the mail was confusing and the customer service from ******************** was subpar at best. If this is not removed from both of our credit reports immediately, we will seek further legal action through our attorney.

  

  Business response

  03/21/2024

  Hello, we have attached our response for your review.

  Customer response

  03/27/2024

   
  Complaint: 21418001
  
  I am rejecting this response because:

  
  1. In your response you failed to address the email sent from your customer service department sent on January 19, 2024. It states, Your credit reporting is being reported as D-No Reporting, as your reporting is suppressed. Prior to making the payment we wanted to ensure (in writing) that this would not negatively affect our credit report. Once we received the confirmation in that email, we made the payment. We attached that email to our initial complaint. 
  
  2. Your letter states that our office continued to attempt to contact you throughout January 2024 and was not successful. This is simply not true. As mentioned in your letter, my husband had been in contact with your office since November 30th. After that time, he began to email your customer service department throughout the month of December. Unfortunately, it took your office 2 to 3 weeks to respond to each of his emails hence the reason the issue was not resolved until January 2024. 
  
  3. When we spoke to your customer service department, they could not tell us the exact amount owed. On one of our calls with your representatives, they attempted to collect $9,045.04 from us. The actual amount owed, as stated in your response, was $2,261.26. She seemed to be confused as to the actual amount owed. If your own representative was confused, imagine how confused we were with all the conflicting correspondence we received since September. 
  
  4. The statements sent to us by your company state that the amount owed increased from $2,261.26 in October to $9,045.04 in January. This was very confusing because we were already making payments to ********. Not sure why we would continue to receive mortgage statements from your company when the loan was sold in September. To add to the confusion, the January statement states that the amount owed was $9,045.04 but in reality, the amount was $2,261.26. If the correspondence that was being sent to us had inaccurate information, how were we supposed to decipher what was correct and what wasnt?

  
  Sincerely,
  
  *******************************

  

  Business response

  04/02/2024

  Please see the attached for your review. 

  Customer response

  04/09/2024

   
  Complaint: 21418001
  
  I am rejecting this response because:

  On Friday, January 19, 2024, you stated: Your credit reporting is being reported
  as D-No Reporting, as your reporting is suppressed. 
  
  I have highlighted it for your convenience. Please see attached.

  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I refinanced a property in early September 2023 with Dovenmuehle Mortgage Company. Within 2 weeks of refinancing, I received correspondence in the mail stating my loan was transferred to Pennymac and that my first payment was due on November 1, 2023. I've attached a copy of one of the emails I received showing my loan was transferred on September 20, 2023. Upon making my first payment to ********, I began to receive correspondence in the mail from Dovenmuehle stating my payment was late. I believed that was an error because I had letters stating that my loan was transferred to Pennymac on September 20, 2023. I contacted Dovenmuehle customer support by telephone and by email in December 2023 to get clarification. It took them weeks to respond. After some back and forth with their customer service, they informed me that my October payment was late and that I was responsible for the October payment even though my loan had been transferred. I agreed to make the payment (through email) with the condition that it not be reported to the credit bureaus. On January 19, 2024, they sent me an email (attached) stating that there was no reporting to the 3 credit bureaus. I made the payment on January 23, 2024, in the amount of $2,272.76 with the understanding that this would not negatively affect my credit score. In February 2024, I received a notification from the credit bureaus that a 60 day late payment was being reported even after Dovenmuehle's email stated they were not reporting and after I made the payment. I would like for the negative blemish to be immediately removed from mine and my wife's credit reports. We have not been late on a mortgage payment in 15 years. The correspondence we received in the mail was confusing and the customer service from ******************** was subpar at best. If this is not removed from both of our credit reports immediately, we will seek further legal action through our attorney.

  

  Business response

  03/21/2024

  Hello, we have attached our response for your review.

  Customer response

  03/27/2024

   
  Complaint: 21416115
  
  I am rejecting this response because:

  In your response you failed to address the email sent from your customer service department sent on January 19, 2024. It states, Your credit reporting is being reported as D-No Reporting, as your reporting is suppressed. Prior to making the payment I wanted to ensure (in writing) that this would not negatively affect my credit report. Once I received the confirmation in that email, I made the payment. I attached that email to my initial complaint.
  
  Your letter states that our office continued to attempt to contact you throughout January 2024 and was not successful. This is simply not true. As mentioned in your letter, I had been in contact with your office since November 30th. After that time, I began to email your customer service department throughout the month of December. Unfortunately, it took your office 2 to 3 weeks to respond to each my emails hence the reason the issue was not resolved until January 2024.
  
  When I spoke to your customer service department, they could not tell me the exact amount owed. On one of my calls with your representatives, they attempted to collect $9,045.04 from me. The actual amount owed, as stated in your response, was $2,261.26. She seemed to be confused as to the actual amount owed. If your own representative was confused, imagine how confused I was with all the conflicting correspondence I received since September.
  
  The statements sent to me by your company state that the amount owed increased from $2,261.26 in October to $9,045.04 in January. This was very confusing because I was already making payments to Pennymac. Not sure why I would continue to receive mortgage statements from your company when the loan was sold in September. To add to the confusion, the January statement states that the amount owed was $9,045.04 but in reality, the amount was $2,261.26. If the correspondence that was being sent to me had inaccurate information, how was I supposed to decipher what was correct and what wasnt?   

  
  
  Sincerely,
  
  ***********************

  

  Business response

  04/02/2024

  Please see the attached response for your review. 

  Customer response

  04/03/2024

   
  Complaint: 21416115
  
  I am rejecting this response because: 

  On Friday, January 19, 2024, you stated: Your credit reporting is being reported
  as D-No Reporting, as your reporting is suppressed.
  
  I have highlighted it for your convenience. Please see attached. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/10/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We have tried numerous times to change the mailing address to the property address and have had signatures notorized etc and they still will not change it. We have mailed/Fed Ex the forms and still will not change the mailing address. The current mailing address house was sold and is no longer available to use. We were told that Husbands signature did not match closing documents and thus had his signature notorized. We are only trying to change address to the property address!

  

  Business response

  03/20/2024

  Hello, we have attached our response for your review.

  Customer response

  03/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** And *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩