Dovenmuehle Mortgage, Inc

Complaint: [redacted]
I am rejecting this response because:
I feel the company should be held accountable for miscalculating my Escrow account. If this is the way they conduct business I should have to right kot to have an escrow account and handel my taxes and insurance myself. they knew buying a developer owned property that the tax rolls wouldn't reflect the purchase price of the home til the next fiscal year. Therefore the way the Escrow account was set up should have stood that way so that the monies needed to pay taxes and home insurance would be fully covered. Now if I have to be held accountable to pay my mortgage shouldn't they be held accountable for making this mistake? 
Sincerely,
Evelyn [redacted]

Good afternoon,
Upon receipt of the borrower's complaint, we began reviewing the borrower's payment application to identify any possible issues that can be rectified. While we are nearing the completion of our research, in order to respond with complete resolution, we require additional time.
Thank you,
[redacted]

This company shouldn't be in business. I have never been treated so poorly. They will not help with anything while they sit and get paid. I bought my home in May and it was sold out to this company a few months ago. It took me two days to make a payment with them cause they could not find the home. Very bad customer service. I am dealing with the rehab department and good luck if you every need anything from them. They are no help and will not deal with anything. Stay very clear of this company!

Initial Business Response /* (1000, 5, 2014/06/25) */
Contact Name and Title: [redacted] Research
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@dmicorp.com
June 24, 2014
Revdex.com of Chicago & Northern Illinois
330 North Wabash Avenue, Suite [redacted]
Chicago,...

IL 60611-7621
Re: Case #XXXXXXXX, [redacted] and [redacted] (the "borrower"); [redacted] & Inv LLC
We acknowledge receipt of your e-mail to us dated June 20, 2014 which included the borrower's complaint.
Enclosed is a copy of the letter and Initial Escrow Account Disclosure Statement we sent the borrower, showing the cushion was determined and agreed upon at closing and detailing the cause of the escrow shortages.
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
Initial Consumer Rebuttal /* (3000, 7, 2014/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After reviewing the documentation I choose to not accept the response. Dovenmuehle fails to mention that on 01/17/2014 a payment of $2,254.56 was made which included $600 towards my escrow. I was informed of a $511.77 shortage back in October of 2013 and therefore made the appropriate payment to cover that shortage. In November 2013 I cancelled with [redacted] where I was then reimbursed with a $870 check, of which the $600 came from. I also disagree with the Initial Escrow Account Disclosure Statement. My husband and I have never seen this form and when I requested a complete copy of our paperwork from [redacted] this form does not exist either. I received this paperwork for the first time in June 2014. I would gladly request a fresh copy and have it sent directly to the Bureau if needed. To be honest the form I received looks like to copies made into one form.
Final Business Response /* (4000, 15, 2014/08/07) */
August 5, 2014
Revdex.com of Chicago & Northern Illinois
330 North Wabash Avenue, Suite [redacted]
Chicago, IL 60611-7621
Re: Case #XXXXXXXX, [redacted] and [redacted] (the "borrower"), [redacted] & Inv LLC
We acknowledge receipt of your letter to us dated July 30, 2014 which included the borrower's rebuttal.
Enclosed is a copy of the letter that we sent the borrower with another copy of the Initial Escrow Disclosure Statement signed by both borrower on November 23, 2012. This document reflect the cushion requirement and the borrower's refusal to accept the document does not change the requirement.
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
Final Consumer Response /* (4200, 13, 2014/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the letters that are finally being sent to me and how we are apparently short. What I do not hear Dovenmuehle commenting on the fact that we were not notified of the cushion. The document that was mailed to us showing that we apparently signed does not exist in our closing paperwork. We never received copies of our refinance and two years later I was given the phone to the company that holds those documents. I requested a copy be sent to my address and my husband and I went through the entire package more than once and that document does not exist. We have no idea where that document came from and why it looks like a two documents scanned into one. We refuse to be held liable for something we were unaware of. Our property and school taxes both reduced as well as the homeowners insurance. The shortage was paid and yet the payment is still higher. Going from $1444 to $1635 is unacceptable and this error should have been noticed at the beginning and not a year later.

(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.

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...

This is a worst mortgage company and I don’t understand why the State of Maryland, which owns our home loan, has suddenly decided to switch from M&T Bank to them. For 2 weeks, I have been trying to register my new loan information on their website so that I can continue making my payment online, like I used to do with M&T Bank. For 2 weeks, I couldn’t and I was told by 2 different employees that the reason is that I have to wait until November 1st 2015 to do such registration. That sounds strange since a new loan number was already issued to me. So I waited and went back again last week (Friday, November 6th 2015) to be confronted with the same troubles. I was finally able to speak to a supervisor today (November 9th 2015). After putting me on hold for long while consulting with other people, she finally came back on the phone and to my astonishment, bluntly stated that THEY do not have online feature and that I have an option to either, send in my payment by mail or do it over the phone with an $11.50 charge or by western union for $9.50 of charge…I objected to that and told her that her company is from 1960 for not allowing payment online. I also told her the charges, $11.50 or $9.50, is a total rip off and she should be ashamed of that too. I can’t understand why everybody is offering an online payment service and this company is just frozen in 1950 method of payment, if the reason is not to collect those charges and also, possibly the late fees from homeowners. For me, these people don’t know what they doing as I spoke with 2 different employees who told me to wait until the beginning of the month to be told by the manager, after running around and consulting with others, that the feature is not available on their company site….what a joke!!!

DMI has been a horrible company to work with, we sold the house in Aug 2015 and we tried to change our address so that they could send us a document, we submitted the document to our bank and it was not changed. We have called so many times and that problem was never solved. We requested the tax form for our home sent to the wrong address yet again so we called several times to get it they "updated" our address and said they sent the paper but they never did. Its been over two weeks since last I called them last and we still havent received it. There is a always a new excuse as to why it never came and all we need is a tax form to file our faxes. What horrible customer service and company that doesnt seem to care weather or not the customers are happy.

Initial Business Response /* (1000, 5, 2014/10/23) */
Contact Name and Title: [redacted] Research
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@dmicorp.com
October 23, 2014
Revdex.com of Chicago & Northern Illinois
330 North Wabash Avenue, Suite [redacted]
Chicago, IL ...

60611-7621
Re: Case #XXXXXXXX, [redacted] (the "borrower"), Dovenmuehle Funding
We acknowledge receipt of your e-mail to us dated October 17, 2014 which included the borrower's complaint.
Enclosed is a copy of the letter we are sending the borrower. Loan number XXXXXXXX38 was service transferred to [redacted] therefore, our office did not prepare a release for this loan. However, we prepared a release for loan number XXXXXXXX44 in 2003 which was submitted to [redacted] County with borrower names that were inconsistent with the loan information.
On October 20, 2014, we sent an updated release to the appropriate county, [redacted] County.
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

This company has horrible customer service. They handle everything through snail mail and this caused me to have a 30 day late on my credit. I sent in my payment and they deemed it illegible and it is not. The amount of the check is completely readable. Until recently you couldnt do any payments online to avoid this situation. Of course I had no idea until 9 days into the next month that they deemed my check illegible, therefore causing a 30 day late on my credit report. I received their letter 10 days later. They absolutely do not care about you and your credit and take no responsibility for any of this and feel they are right. I am sorry I ever refinanced and crossed my paths with Dovenmuhle Mortgage. Times are hard enough out here without having to fight to get them to do the right thing. So thanks Dovenmuhl Mortgage for my first 30 day late with you. I intend on telling everyone about your horrible customer service.

Initial Business Response /* (1000, 5, 2014/02/21) */
February 21, 2014
Revdex.com of Chicago & Northern Illinois
330 N. Wabash Ave, Ste 2006
Chicago, IL 60611-7621
Re: Case [redacted] M [redacted] (the "borrower"),
[redacted] Inc. Loan No....

XXXXXXXXXX
We acknowledge receipt of your e-mail to us dated February 12, 2014, which included the borrower's complaint.
Enclosed is a copy of the letters and account history we sent the borrower, confirming we have waived the escrow requirement for taxes and insurance. Since we were unable to obtain a refund from the tax collector's office because they applied the excess funds to the payment of the second tax installment, we spread the negative escrow balance over 12 months.
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 Analyst
Research Department
Final Consumer Response /* (2000, 7, 2014/02/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I called to request a copy of my Note which was my legal right to request. I called around 9:00 AM on a Friday morning. They told me it would be 1-3 days, but no later than the following Tuesday. I thought that was a LONG wait, but they claim that is their policy.
I called again on Monday evening questioning the fact that it was the end of the day Monday and I still have not received the fax. Typically when someone gives a window, the window is the worse case scenario. It felt like they were stalling to get me my paperwork. I spoke to a lady name Mercedes, she claimed it was sent on Friday and was ready to end the call. I insisted I did not receive it. She put me on hold, got back on the phone and apologized stating she misread the notes and that the request was processed on Friday and that it would be another couple of days. Another couple of days? This was Monday and I already was told no later than Tuesday. So I then requested to speak to a manager.
That's when Will (#[redacted]) got on the phone. He then explained I was misinformed and that the Note would not reach me until Wednesday. He stated that it is a 72 hour window and that Friday did not count, even though I called at the BEGINNING of the business day. And made it seem like there was nothing more he could do for me and that I will have it by Wednesday.
Wednesday came and went and I did not receive the fax for my Note. I called Thursday morning and the lady I spoke with claimed it was faxed yesterday (Wednesday). I stated I did NOT receive the fax and she said she could either open up a new request (which would start the process all over again) or that she could let me talk to a supervisor. Naturally I requested a supervisor.
I then spoke with Tyler (#[redacted]). Tyler explained that he would fax it right now but that the policy is up to one week to receive these types of request. I stated I was told 3 different days at this point and he did not apologize, he just simply said I am telling you the correct policy now. He did send over the fax and it was received, which makes me question, why didn't Will do that on Monday then?
The customer service experience was HORRIBLE. It was explained to me that they may be stalling because the could figure I might be trying to refinance with another company and that would mean lost business for them. I truly believe that was the case. It just appeared that they had no desire to assist me, and was only willing to do the bare minimal to oblige me request.
I would NEVER want to do business with them ever again!!

We have a home mortgage with this company and during the natural disaster in TX in the month of April or home was severely damaged and our insurance company issued a check in the amount of the damages that had to be sent to Dovenmuehl for signature since they are the Lien holder on the property and we've called them several times for the status of our case and they tell our that they cannot do anything for us , that we have to wait for the process and that it is what it is. That is not their fault that we do not like their process. In the mean time we have a home with broken windows and a 100% damaged roof and it continues to rain in San Antonio TX and the damage is getting greater meaning that the initial adjusters appraisal is not the same as today and Dovenmuehl says they cannot do anything for us, that we just have to wait. This is VERY SAD that they are treating us with NO respect and NO Empathy for our situation. They have transferred us to voice mails several times and still we have no response from them. WE ARE FRUSTRATED AND WE ARE VERY SAD AND feel like we have our hands tied with nothing tha t can be done mean while our home is still not able to receive the work needed.

This is the WORST company. You spend 20+ mins on the phone trying to get in touch with someone. 90% of the time you will never get through. Our loan was bought by them and I curse the company who did it. I can not wait to refinance with [redacted] Federal because this company needs to be shut down.

Tried to make an extra payment for principal and they make it as regular payment. Then called to tell them it was supposed to be a principal only payment and they said they would fix it. Mind you I'm on automatic draft for over two years.

Next I get a call from their collections department saying I didn't pay this month's payment. I said, what the hell are you talking about, I'm on auto-draft! Apparently, when they "fixed" my extra payment they also turned off my regular automatic payment.

My take away impression is that customer service is useless and makes things worse if you need their help and their collection department is way too aggressive and ready to pounce on anyone. This is coming from a mortgagor with an 800+ credit score and still treated like a piece of poop.

Thanks a lot Dovenmuehle! I wouldn't recommend them to my worst enemy!

July 20, 2016

"Arial",sans-serif; font-size: 11pt;"> 
 
Revdex.com of Chicago & Northern Illinois
330 North Wabash Avenue, Suite 2006     

Chicago, IL  60611-7621
 

Re: Case #11542671, Christopher Spencer (the “borrower”), 16441 Bridgewalk Drive; Lithia, FL 33547; USAA FSB Loan No. 1800882860

 
 
We acknowledge receipt of your e-mail to us dated July 5, 2016 which included the borrower’s complaint.
 
Unfortunately, additional time is required to complete our investigation. We thank you for your cooperation and patience while this matter is resolved.
 
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...

Dovenmuehle Mortgage is absolutely the worst mortgage company I have ever worked with in my life. I requested a simple statement to be faxed to my new lender for the sale of my home and the purchase of a new home. I was told it would be no problem, after stressing the urgency to get this info. My new lender did not get the fax, so I called back to see if they could send it immediately. They said it would be 4 days because it had to go through their "clerical Dept." When I escalated to get an exception, the supervisor Brandy was extremely rude and offered no solutions, just "I can't sir." I asked for her boss, of course it went to voicemail and have yet to get a call back. Terrible, aweful, shameful. They can't email me the statement, even though there is an electronic statement option... Go figure. This company bought my loan from my lender of choice. Consumers should be given an option as to whom they do business. Then I look at Revdex.com and they have an A+ rating, with 97% of customer reviews NEGATIVE. Explain that! Revdex.com I expect better from you, and I expect better if a company that is making thousands of dollars a year in interest off of me. GET IT RIGHT!

Initial Business Response /* (1000, 5, 2014/06/11) */
Contact Name and Title: [redacted]
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@dmicorp.com
June 9, 2014
Revdex.com
Attention: [redacted] Dispute Resolution Specialist
330 N. Wabash...

Avenue
Chicago, IL 60611
RE: [redacted] A. [redacted] and [redacted] M. [redacted] Trl, [redacted] XXXXX
[redacted] Loan Number: XXXXXXXXXX; Case Number: XXXXXXXX
Dear Ms. [redacted]
We are in receipt of your email dated May 27, 2014, which included Mr. and Mrs. [redacted]'s complaint regarding our Loss Mitigation efforts and a refund of the HUD insurance premium.
Our records indicate we mailed a letter to the borrowers regarding the status of their Loss Mitigation submission on April 3, 2014. We have enclosed a copy of this letter for your review. This letter clearly stated what was needed in order to complete the borrower's file for review for a Loss Mitigation Workout option. On April 11, 2014, we mailed a letter to the borrowers stating once we receive these missing documents and we have a complete file, we will begin evaluating the borrower's loan for all available workout options. Once a decision is made, the Loss Mitigation Specialist assigned to the borrower's file will contact them and advise them of the outcome. We stated we cannot guarantee their approval into a Loss Mitigation Workout option. We may contact them in the future if we have questions regarding the file, or if additional information is needed. On May 13, 2014 and on May 15, 2014, we received faxes with additional correspondence from the borrower's. After review of the correspondence received and the borrowers file, we are still in need of the following documents to complete the file for review:
1. 90 days of current bank statements for account ending in 6426.
2. Signed and dated January 1, 2014 through April 30, 2014, Profit and Loss Statement for cupcake bakery (this business was listed on the borrower's 2013 Federal Tax Returns) or we need a signed and dated letter stating this business was not worked in 2014.
On June 4, 2014, the borrowers file was complete and referred to our Loss Mitigation Specialist for review. On June 9, 2014, the file was sent to our investor committee to review the file for a Loss Mitigation Workout option. Once a decision is made, the Loss Mitigation Specialist assigned to the borrowers file will contact them and advise them of the outcome. We cannot guarantee their approval into a Loss Mitigation Workout option. We may contact the borrowers in the future if we have questions regarding the file, or if additional information is needed.
On May 14, 2014, we mailed a letter to the borrowers regarding the FHA Insurance that should have been part of the closing of the loan. We have enclosed a copy of this letter for your review. We stated we have requested a refund from the US Department of Housing and Urban Development (HUD - who is the mortgage insurance company). The requested refund is in the amount of $6,376.10 ($2,643.96 unapplied premium and $3,732.14 up-front mortgage insurance premium) has been approved by HUD on May 30, 2014. This refund can take 30 to 60 days for us to receive the checks back from HUD. Once we receive the checks we will apply the $3,732.14 up-front mortgage insurance premium to the borrower's Principal Balance on the loan as instructed by the lender. The $2,643.96 unapplied premium will be refunded back to the borrowers as requested. We have also corrected the borrower's payment to no longer reflect the Mortgage Insurance premium that was previously included in the mortgage payment.
In regards to what caused this issue, there appears to have been a reporting issue on our end which caused the loan to not appear on our internal uninsured report. Once we found that we did not have the insurance enforced on the loan we attempted to have it placed on the loan. Unfortunately, by that time, the borrower was delinquent so HUD would not allow the insurance. Once we realized we could not get the loan insured we started the process of removing the loan from the pool and attempted to work on the refund process. We are currently working diligently to get this resolved as soon as possible.
I trust the information provided addresses the concerns outlined in the borrower's complaint. If the borrowers have any questions, they may contact our Loss Mitigation Department at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Case Escalation Analyst
Initial Consumer Rebuttal /* (3000, 7, 2014/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see uploaded letter and supporting documentation
Final Business Response /* (4000, 17, 2014/08/13) */
August 13, 2014
Revdex.com
Attention: [redacted] Dispute Resolution Specialist
330 N. Wabash Avenue
Chicago, IL 60611
RE: [redacted] A. [redacted] and [redacted] M. [redacted],
[redacted] Loan Number: ; Case Number: XXXXXXXX
Dear Ms. [redacted]
We are in receipt of your email dated July 20, 2014, which included Mr. and Mrs. [redacted]'s complaint regarding our Loss Mitigation efforts and a refund of the HUD insurance premium.
On May 14, 2014, we mailed a letter to the borrowers regarding the FHA Insurance that should have been part of the closing of the loan. We stated we have requested a refund from the US Department of Housing and Urban Development (HUD - who is the mortgage insurance company). The requested refund is in the amount of $6,376.10 ($2,643.96 unapplied premium and $3,732.14 up-front mortgage insurance premium) has been approved by HUD on May 30, 2014. This refund can take 30 to 60 days for us to receive the checks back from HUD. Once we receive the checks we will apply the $3,732.14 up-front mortgage insurance premium to the borrower's Principal Balance on the loan as instructed by the lender. The borrowers' lender has denied the borrowers' request for the full refund in the amount of $6,276.10.
The $2,643.96 amount that the borrower paid in monthly was refunded to the borrower on July 24, 2014. The $3,732.14 amount that was collected for upfront Mortgage Insurance Premium with FHA and was rolled into the loan amount would need to be a principal reduction. This up-front mortgage insurance premium was not paid by the borrower but was part of the loan and therefore, is in the total loan amount. Since it was part of the loan amount, the refund of the up-front mortgage insurance premium is to be applied towards the loan. The up-front mortgage insurance premium was not money that the borrower brought to closing or was paid in cash through the closing transaction. Had the borrower paid for this at closing and not rolled it into the loan, we would have disbursed this amount to the borrower. As a result of the up-front mortgage insurance premium being part of the loan amount, in the state of Texas; we would not be able to refund this to the borrower as it would create a cash out situation since the borrowers did not bring in these funds.
Our records indicate the above-referenced loan was referred to a local attorney's office to initiate foreclosure proceedings on May 31, 2014, at which time the loan was due for the September 1, 2013 payment. If the borrowers have any questions regarding the foreclosure process or want to request reinstatement figures, please have them contact the attorney's office we have on file, [redacted], LLP by phone at X-XXX-XXX-XXXX.
I trust the information provided addresses the concerns outlined in the borrower's complaint. If the borrowers have any questions, they may contact our Loss Mitigation Department at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Case Escalation Analyst
Final Consumer Response /* (4200, 13, 2014/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business's response is still not addressing the issues at hand, nor is it an attempt to resolve the issues. They provide no additional explanation for their actions. They simply keep re-stating the facts and this is not acceptable to us.

July 20, 2016     Revdex.com of Chicago & Northern Illinois 330 North Wabash Avenue, Suite 2006      Chicago, IL  60611-7621   Re: Case #11542671, Christopher Spencer (the “borrower”), 16441 Bridgewalk Drive; Lithia, FL 33547; USAA FSB...

Loan No. 1800882860     We acknowledge receipt of your e-mail to us dated July 5, 2016 which included the borrower’s complaint.   Unfortunately, additional time is required to complete our investigation. We thank you for your cooperation and patience while this matter is resolved.   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...