Dovenmuehle Mortgage, Inc

The worst customer service I have ever experiencedThey try to impose on you not satisfy with home insurance and force you into their escrow account

I have been in a non-stop nightmare of trying to get Dovenmuehle to release funds from an insurance claim from last summerOur roof was replaced after damage from a hail stormAlthough the work has been completed since November of and all inspections and paperwork have been received by Dovenmuehle, they refuse to release the final funds to pay the roofer because they said a small balcony off the back of the house has not been repaired yetBecause of the weather, it is scheduled to be replaced in the spring by a different contractor who will be paid separately We are now being sued by our rooferDovenmuehle has told us twice that the funds will be released for the roofer and have even given specific dates as to when the checks would be cut and mailed - but we have never received themWe've been told by representatives of the company that "the request was denied at the last minute" twice now because until the balcony is repaired/replaced, the work isn't considered 100% completeThe balcony contractor refuses to start work because of the weatherThe roofing company has filed a lawsuit and lien against our property

They repeatedly decide to apply my payments to principal, then charge me a late fee for not making a payment We overpay on this mortgage with every month, and they say that we are overdue and charge a late feeThis is correctable by calling, being transferred, waiting on hold, etc But really? Do we have to go through this process every few months Obviously they hope you don't notice and just pay the late fees When I call they can't understand why would be upset about being charged erroneous late fees over and over again

January 27,
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Revdex.com of Chicago & Northern Illinois
North Wabash Avenue, Suite 2006
Chicago, IL 60611-
Re: Case #***, Evelyn *** (the “borrower”), *** *** ***; Chino, CA 91710; Banc of California Loan No***
We acknowledge receipt of your e-mail to us dated January 18, which included the borrower’s complaint
Enclosed is a copy of the letter with attachments we are sending the borrowerWhen the loan closed, property taxes were anticipated to be $3,per installmentThe actual amount due was $2,per installmentThis caused the monthly payment to decrease and an overage of $2,to be sent to the borrower
The following year, taxes increased to $3,per installmentThis caused a shortage in the next analysis of $2,and a significant increase in the monthly payment
The borrower has already been offered several options to spread the shortage over an extended period of time as a means of assistanceIn addition, a Loss Mitigation package has been sent to the borrower for review and possible assistance
We are very sorry for the frustration and concern the borrower experienced because of this matter. If there are any further questions, please feel free to contact me at
1-847-550-
Sincerely,
Amanda ***
Research Department

This company services my loan after a refinanceThe first payment they logged as late even though I received no bill or address to pay toI then immediately paid and set up automatic paymentThey sent me a delinquentcy notice this month stating I had not paidFound that I was signed up and they did not draft my accountThey attempted to tell me they sent a letter and then realized the letter did not give a first draft dateThey claim the first draft is to occur in JanuaryOkay so if you sign up in November how are you supposed to know it won't draft in December? Then they transfer me so I can pay (kindly waving the late fee sarcasm) and they want to charge me to bucks to do so! So now I have to go online to make a payment they were supposed to have drafted alreadyOh and there's no fixing what this "delinquentcy" has surely done to my credit scoreConfidence not inspired

I have been stuck with this mortgage company twiceThey never informed me that they assumed my mortgage and I continued to send my mortgage payment, on time, to my original mortgage companyTwo months later Dovenmuehle contacted me and notified me that I had late payments,I explained that they never notified me and I sent the payments to my original mortgage company, who then sent the payment to DovenmuehleI appealed this times in writing and spoke to Brook, Lauren and finally Tyler, who was exceptionally rude and totally useless
On another occasion I mailed my payment on time and apparently it was lost in their mail roomThey never notified me of this and then applied my following months payment to the previous month and then charged me more late payments
If you have a choice DO NOT ever do business with this company!!!!

I called Monday 1/21/2015 about my mortgage and spent 45 minutes talking with Kristina and sorting through why the company will take my monthly bi-weekly mortgage payments but requires 1 payment in whole. I did call back Wednesday 12/23/2015 to ask to speak to Kristina again because I have requested to talk to the same person other than explaining the whole situation again to another person and was told that I could be transferred and requested money in whole with out even looking into the notes of what Kristina and I had discussed. I told Kristina on 12/21/2015 I didn't want to have to explain the whole thing over again with another person and that I would request to talk to her since she knew I was calling back. Made not head way on being able to talk to Kristina.

WORST mortgage company ever!! We had [redacted] and really liked them and then got sold to Dovenmeuhle. Their customer service sucks!! I was in the hospital for 3 months and we fell behind, so we attempted to do a loan modification - I sent in every single document that they requested, and every time they said they needed something else! They were literally just trying to drag their feet so they could foreclose on our house and try to make a fortune on it. I had to pull money out of my 403b just to keep our from losing our home! And they will not let us refinance with another company! I HATE working with these people, they are a bunch of is!!! Will NEVER recommend them to anyone! I honestly do not know how they are in business....HORRIBLE company!! And their Loss Mitigation department has some of the rudest people I have ever encountered. They are NOT there to help at all.....even the managers are RUDE!!!!!

Initial Business Response /* (1000, 5, 2014/07/03) */
Contact Name and Title: [redacted] Research
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@dmicorp.com
July 2, 2014
Revdex.com of Chicago & Northern Illinois
330 North Wabash Avenue, Suite [redacted]
Chicago, IL ...

60611-7621
Re: Case #XXXXXXXX, [redacted] & [redacted] (the "borrowers"),; [redacted] and [redacted] LLC
We acknowledge receipt of your e-mail to us dated June 30, 2014 which included the borrower's complaint.
Enclosed is a copy of the letter we sent the borrower, detailing that the lock out policy with our [redacted] site is already set at 90 days. We informed the borrower that password challenges occur when using a different IP address or when the password is entered incorrectly. The borrower has only had this occur on two occasions in the past six months. Also, our site works exclusively with [redacted]
We are very sorry for the frustration and concern the borrower experienced because of this matter. If there are any further questions, please feel free to contact me at
X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Research Department

February 8, 2017
 
 
Revdex.com of Chicago & Northern Illinois
330 North Wabash Avenue, Suite 2006     

Chicago, IL  60611-7621
 

Re: Case #[redacted], Evelyn [redacted] (the “borrower”), [redacted]; Chino, CA 91710; Banc of California Loan No. [redacted]

 
 
We acknowledge receipt of your e-mail to us dated February 1, 2017 which included the borrower’s rebuttal.
 
Enclosed is a copy of the letter we are sending the borrower. The borrower should refer to previous packages that we have sent which detail the shortage extensions we are prepared to process. Additionally, these responses detail the history of the escrow account, and explain that when all escrow analyses were conducted on this account, the most recent tax information available was used.
 
We are very sorry for the frustration and concern the borrower experienced because of this matter.  If there are any further questions, please feel free to contact me at
1-847-550-7637.
 
Sincerely,
 
Amanda [redacted]
Research Department
Tell us why here...

Very underhanded!!! Several times requested information did not receive from company. I have done everything to cooperate with co and no help from them at all. This is a shady predatory co

Initial Business Response /* (1000, 8, 2014/10/14) */
Contact Name and Title: [redacted] Analyst
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@dmicorp.com
RE: Revdex.com Case Number: XXXXXXXX
Dear Ms. [redacted]
We are in receipt of your email dated September 25, 2014, that...

included the borrowers' complaint regarding our Loss Mitigation efforts.
We truly regret any frustration the borrower may have experienced during the Loss Mitigation process. We have been working very hard with their lender,to work towards a resolution that will satisfy all parties.
Our records indicate that we presented the borrower's initial short sale offer to the lender's review committee on August 6, 2014. The review committee evaluated the short sale offer basing their decision on the financial documentation we received from the borrower and the property value. Regrettably, the committee was not able to approve the proposed short sale offer and recently responded with an updated counter offer for a purchase price of $65,000, a 3% real estate commission and no seller paid closing costs credit. We notified the authorized realtor of the updated counter offer on September 30, 2014, and followed up on October 3, 2014, with no response. We ask that the borrower contact us soon as possible if this counter offer has been accepted so we can assist him in completing this short sale.
We can confirm that the above referenced loan is properly noted as currently under the Servicemembers Civil Relief Act (SCRA) and will remain in effect until we receive notice otherwise.
If you have any further questions, please call our Loss Mitigation Department at X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 10, 2014/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have in writing from a employee of this company they countered with $125,000 while the home is only valued at $61,000. Per the employee she didn't know why they (the investor) as she called them said no to the offer of 63k while the home is valued at 61k. Then asking for 125k as a counter. This company is trying to use life insurance money from the death of my father as an asset. Life insurance money can not be used as such.
No one from this company has contacted us on what to do, or why the offer of $63,000 was rejected.
As a military family we are without a doubt being discriminated against. This person responding saying they countered at 63k is a [redacted] and a [redacted], since as I've said I have a paper trail saying other wise. And you're trying to tell me that's not discrimination?
Final Consumer Response /* (4200, 14, 2014/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why is this company surprised at the fact the buyers walked, when they were the ones who countered at 125k on a home valued at 61k? [redacted] Was informed of this at the time. I've fwd the emails confirming the counter of 125k
Any counter offer was made well after the buyer asked to end the contract due to the insane counter offer made by this company.
We have yet to get an honest answer from this company. Which according to all their reviews isn't surprising.
Two and a half years is the length of time we've been working with them. It's time to cut the [redacted]. As stated I've fwd the emails from Synesha [redacted] to this company that back my claims stating they countered at 125k and would not accept our buyers perfectly good offer as confirmed by the VA.
We're asking for progress after all two years is long enough, and to work with someone who's honest. So far we've lacked both.
Final Business Response /* (4000, 23, 2014/11/18) */
RE: Revdex.com Case Number: XXXXXXXX
Dear Ms. [redacted]
We are in receipt of your email dated November 7, 2014, that included the borrower's rebuttal to our recent response.
Please be advised that we received communication from the borrower's realtor on October 16, 2014. The realtor advised us that the buyer was still interested and shortly thereafter forwarded a new counter offer to be reviewed by the lender. We submitted the new counter offer for the lender's review on October 28, 2014.
Unfortunately, on November 14, 2014, the Loss Mitigation Specialist received a cancellation notice from the realtor advising the buyers have found another property. We sincerely regret the borrower's frustration relative to the Loss Mitigation process. We are committed to work with borrowers who seek assistance and work as quickly and efficiently as time allows. All final decisions for Loss Mitigation are with the borrowers' lender, United Security Financial.

The lender advises that they will still entertain any new purchase offers.
If you or the borrower has any quest
ions, please call us at X-XXX-XXX-XXXX.

Dovenmuehle Mortgage, INC 866-660-0356 or 866-660-0357
I fell on hard times. I applied for a loan modification with Atlantic Pacific Mortgage/Dovenmuehle Mortgage. I didn't like the terms of the agreement and I told June Tay, Modification specialist. She got very upset. She told me to pay the default amount in full or face foreclosure. I paid the default amount in full plus all late fees on 10/21/15 thru [redacted] Bank from my monthly statement. One month later, on 11/23/15, [redacted] Mortgage filed for foreclosure after they took my money. I called on 12/2/15 and spoke with Anselmo, Collection Dept and he informed me that the money was there and he does not know why it was not applied to the account. He informed me that he spoke with the agent who had my account as well as her supervisor. He informed me that she would call. She never did. I called bay on 12/3/15, [redacted] Mortgage still has the money in their possession. This was confirmed by the Team Leader and Anselmo and Mike from Loss Mitigation. June [redacted] refuses to speak with me directly but thru Tungsen, Team Leader after I wanted to know why they took the money and never applied it to the account. I wrote to the [redacted] of [redacted] and Insurance, The Governor's office, Dept of [redacted] of Currency and [redacted] Mortgage. I don't know who to turn to so I am contacting you.
11/10/2015 Atlantic Pacific Mortgage Corp $707.48 [redacted]rown Banking Paid
10/21/2015 Atlantic Pacific Mortgage Corp $9,692.46 [redacted] Banking Paid

The customer service representatives are trying their best to make the people at state DMV offices look good. They have a hard time doing anything other than what they have done with other customers. I asked for a copy of a form but was told they could send it to only the address of record. I requested a blank copy of the form without any property or loan information on it so I could initiate auto payment, since I have been paying the mortgage. They couldn't do it. They could email the form to me, but since my printer is not working, a hard copy via snail mail is what I need. So they are mailing the form to our daughter at the address of record and she will mail it to me.

January 27, 2017     Revdex.com of Chicago & Northern Illinois 330 North Wabash Avenue, Suite 2006      Chicago, IL  60611-7621   Re: Case #[redacted], Evelyn [redacted] (the “borrower”), [redacted]; Chino, CA 91710; Banc of...

California Loan No. [redacted]     We acknowledge receipt of your e-mail to us dated January 18, 2017 which included the borrower’s complaint.   Enclosed is a copy of the letter with attachments we are sending the borrower. When the loan closed, property taxes were anticipated to be $3,397.07 per installment. The actual amount due was $2,420.81 per installment. This caused the monthly payment to decrease and an overage of $2,113.85 to be sent to the borrower.   The following year, taxes increased to $3,594.98 per installment. This caused a shortage in the next analysis of $2,170.14 and a significant increase in the monthly payment.   The borrower has already been offered several options to spread the shortage over an extended period of time as a means of assistance. In addition, a Loss Mitigation package has been sent to the borrower for review and possible assistance.   We are very sorry for the frustration and concern the borrower experienced because of this matter.  If there are any further questions, please feel free to contact me at 1-847-550-7637.   Sincerely,   Amanda [redacted] Research Department

My home mortgage is serviced by Dovenmuehle Mortgage. I contacted then by their secure message center on their Website on April 9 2016 to address why a sent payment was not displayed as received when I accessed my mortgage account electronically. I received a reply on May 11 2016, which was approximately four weeks after I submitted a request. A four week response time for a question regarding the receipt of a mortgage payment is unacceptable. Had my payment not not been received, by the time I received a reply from Dovenmuehle Mortgage, my mortgage would have been in default.

I would consider a reply time of four weeks either: (1) very poor business practice that could have a major financial impact on a customer; (2) s deceptive mechanism to incur late fee charges or default.

We bought a home in 2013 through Lennar who at the time services through U[redacted] Mortgage. Before our first payment was due they had sold the loan to Dovenmuehle. After losing my mother in 2014 we fell behind in our mortgage payments. We attempted to due a loan modification which they would not honor and in fact increased our mortgage by $500. They then told us that we could not manage our escrow account. Now they are attempting a foreclosure despite the fact that we have a buyer for a short sale on the house. We are a military family and they have been completely uncooperative in any fashion. Please do not waste your time with this lying, deceitful company.

I have had to use my credit card to buy groceries the entire month of January because of Dovenmuehle Mortgage and their incredibly incompetent customer service (and overall [dis]functionality as a business). It all started when my mortgage was apparently sold to Dovenmuehle. The first month (December), my payment was not automatically deducted from my checking account as it had been with the previous mortgage company. I called Dovenmuehle to find out what was going on, and the (barely coherent) customer service representative told me that the automatic funds transfer was not activated and that I would need to pay with a check (I think I paid over the phone). When I inquired about what to expect in January, she told me that she didn't know but that I could give them another call in early January to find out. So when I received a billing statement from Dovenmuehle for January, I dutifully wrote them a check, assuming that I would need to take extra steps to have my automatic payment reinstated. A few days later, I received an email from my bank telling me I was overdrawn. It turns out that Dovenmuehle had both cashed my check AND begun automatically deducting my mortgage payment. I called them immediately and was told that I "needed to send in a screen shot of my bank statement" to prove that I had in fact paid twice. (that part is irritating enough, but I did it--they now claim that my check "could have bounced" or that the automatic deduction might not have had sufficient funds--WHAT?)...so, a week goes by. Another weeks goes by. I have another LONG and frustrating conversation with customer (dis)service. I am told that I should be expecting a check in the next 2 days. Nothing. I finally called again today, only to find out that my "task" had been "closed" because the screen shot of my bank account was not the correct shot that they needed. WHAT? Why did it take two and a half weeks to find this out? Who was going to let me know that my case had been closed? Any what kind of screen shot would have truly captured what they say they needed? Meanwhile, we had (have, since I still have no refund) no money all month. I did NOT ask to have Dovenmuehle be my mortgage provider. I did NOT receive correct information about my automatic deduction. I did NOT receive a prompt message telling me that the screen shot I sent was not sufficient. I did NOT receive correct information from customer (dis)service on ANY of my phone calls. And today, when I insisted that they immediately credit my checking account (now that 10 days--actually more--has passed, they say my payments have 'cleared' and they can reimburse me), they said they cannot. This has taken WAY too much of my time, cost us money (credit card interest, overdraft charge from my bank), and essentially caused my family economic hardship for the entire month of January.

(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate Dovenmuehle's efforts to review these ongoing issues, there are less than 36 payments for them to review. These two key issues could be resolved in less than 60 days, especially since they have been...

made aware of them for the past three years.

I have made two requests for a payoff statement for my mortgage. The first request by phone on 11/21/2106, was told by customer service that the payoff statement would be mailed within 48 hrs. It is now 12/5/2016 and have not received the payoff statement. Second request made on 12/1/2106, requesting payoff statement be faxed. Again told it would be faxed within 48hrs, it is now 12/5/2016 and have not received the fax.