Complaints

• Initial Complaint

  02/03/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This mortgage company inaccurately reported 2 late payments on my credit report for my mortgage on my home. They reported that I was past 30 days in January 2024 and past 30 days in March of 2024. I attempted to resolve it with them and they came back with more inaccurate information saying I made my December 2023 payment in January of 2024 and my February payment in March of 2024. That also is inaccurate. If that were true my report should reflect late December 2023 and late February 2024. That is not what they reported. I still stand by that I was not late on either. I attempted to contact them by phone and email to no avail. By their own admission the my credit report is not accurate due to their sloppy bookkeeping. I have no other choice but to report them to the BBB for fraudulent reporting and refusing to properly investigate my claim.

  

  Business response

  02/06/2025

  Hello, we have attached our response for your review.

  Customer response

  02/07/2025

   
  Complaint: 22894107
  
  I am rejecting this response because: the payments were mandated to be paid through *************. The thermal receipts have degraded over time and therefore cant be sent. 
  
  Sincerely,
  
  ***** *******

  

  Business response

  02/11/2025

  Hello, we have attached our response for your review.

  Customer response

  02/11/2025

   
  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,
  
  ***** *******

• Initial Complaint

  01/28/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ever since April of 2024 I have been getting calls from this mortgage company telling me that my payment is late. Each time I tell them that I sent my payment a month ago and its taking a month to get to them. They said they cannot control the **** and that I should find a better way to send payments other than my bill pay. Finally in OCT of 2024 they hit me for a late payment in OCT. Finally I called and got a full breakdown of my billing history. You can CLEARLY see and they can clearly see that in March of 2024 they applied two payments (my MARCH and April) payment to the month of MARCH. This caused me to be 28 days late for 6 months in a row as they called and let me know they didnt get a payment that I sent 1 month ago. I did credit bureau disputes 2x and each time Dovenmuhle continues to show them a late payment in OCT. ********** changed it, but later it was reported late again by Dovenmuhle. I went from a *** credit buying houses 4-5 times a year, to now having a 640 credit score and cannot even buy anything. I have a personal business in flipping houses and this has destroyed my business. I have NEVER been late on a payment since then or before then, and this needs to be corrected. My last resort before litigations is the BBB. I can send records of payments and records of what Dovenmuhle has and its clear and obvious what happened. This is absolutely ridiculous. Not to mention the many Late payments I have paid when I was 28 days late each month and YELLING at the **** that they didnt get my check to them in time. Each month I would show them my bank accounts and prove that I paid, but they just say they didnt get it. I am sure there are plenty of recordings of my arguments with them.Also, As SOON as we (Myself and Dovenmuhle) found out what had happened in OCT. I paid the late fee again, the oct payment, and NOVEMBER payment. When you call you get the run around with the research team and finally one person agreed with me but nothing was done.

  

  Business response

  01/31/2025

  Hello, we have attached our response for your review.

  Customer response

  02/02/2025

   
  Complaint: 22866312
  
  I am rejecting this response because:

  You clearly just admitted to applying a payment to my account and later that month RECIEVED another payment that was then put towards my principal NOT towards my payment to my account for the next month.

  Then is the very confusing amount of late payments and we all know they were late because of this previous double payment you put towards principal and not my next payment due.  I belive this was in March...

   

  Had I

  1. Not been hit with a BS highest insurance rate you can legally have through your company, my payments wouldn't have gone up by 200 bucks. I later sent in correspondence proof that I had insurance and you dropped the payment back down with a refund.... therefore it wouldn't have ever been a $200 I crease to my payment for your mistake or lack of contacting my insurance company.

   

  2. If you didn't charge me "late payments" every month after you double applied my payments to one month and principal, I wouldn't have money just sitting in a "suspense" account...

   

  3. If you didn't have a suspense account in the first place and just applied my payments to my next payment, it would make things much easier than. Just not applying them at all and charging late fees.

   

   

  I will fight this until the end, Dovenmuhle has literally destroyed my life by double applying my March payment to principal instead of my next months payment. I have NEVER been late on multiple mortgages as buying houses is my job when it comes to my personally LLC. I cannot buy anything now, especially a house because of this payment of mine that was applied directly to principal without my permission and completely destroyed my credit. 

  also, the lack of communication via email correspondence is absolutely ridiculous. You mentioned i sent email correspondence but NEVER email back. Interesting how fast we get a response when it's the BBB.

  Next I will search for an attorney because this is not fair credit reporting, I most definitely sent a payment every single month. I have bank statements showing that.

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

  

  Business response

  02/07/2025

  Hello, we have attached our response for your review.

  Customer response

  02/10/2025

   
  Complaint: 22866312
  
  I am rejecting this response because:

  Your system is the most confusing thing possible. You double applied my payment in March of 2024 that is the bottom line and how you ruined my life.

   

  I Never asked for 577 dollars to be placed to my principal balance in March.

   

  lastly, i do not believe i EVER signed any closing Documents for this company. I am pretty sure you guys bought my loan

  if i ever know Dovenmuhle was my servicer i will 100% never sign in the future.

  My next step is definitely a law suit. As it's completely worth it to me as you have completely destroyed my credit with this derogatory remark for the next 7 years when you 100% know some sort of ******** happened to me.

   

  I sent in a payment every single month you just kept calling me and telling me the mail made it late, but really you double applied my payment and put funds towards principal one time and finally in September it became 30 days late. 

  so if anything you completely lied to Me  about the postal service issue.

  I have bank statements that suggest I sent payments each month. 

  I also have emails that suggest from my insurance company you guys NEVER answer the phone or email back regarding my home owners insurance. 

  Sincerely,

  
  ****** *****

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September of 2024 I contacted Dovenmuehle ************************** and began the process of attempting to secure accommodations following becoming temporarily disabled and prior to my payments being late. I have continued to remain in regular contact with the department and uphold my end of the agreement as the consumer. It has come to my attention that I am continuously being reported as not submitting monthly payments Dovenmuehle has relied on consumer ignorance and lack of legal understanding to take advantage of consumers with predatory lending practices. I was originally provided three potential options by Loss Mitigation prior to submitting my application for accommodations and ultimately none of those options were presented to me as valid paths forward. Instead I was provided only one option, which increases my interest rate and the length of my mortgage by ten years, earning Dovenmuehle tens of thousands of dollars in profit from me throughout the duration of the agreement. Dovenmuehle opted to take advantage of a consumer who they were aware had no other options. Dovenmuehle continues to validate their actions by utilizing semantics and terminology that under normal circumstances would be synonyms, knowing the consumer would perceive the contract in the latter form. This is still defined as predatory lending as they relied on the consumer not understanding the situation and their withholding of information that would have benefited the consumer by keeping them fully informed. I am requesting not that my "partial payments" through Loss Mitigation not be reported, but that they be reported fairly. I have upheld my mutually agreed upon conditions to the advantage of Dovenmuehle and the disadvantage of my own interests. Dovenmuehle's practices have made it impossible for me, as well as many other consumers, to create a long term solution that is fair and just by immorally presenting misinformation to credit reporting bureaus.

  

  Business response

  01/17/2025

  Hello, we have attached our response for your review.
  

  Customer response

  01/17/2025

  
  Complaint: 22793750
  
  I am rejecting this response because:
  

  This response does not address the lack of options I was informed I would receive by their *************************** It does not address the accurate dates of payments made, but rather the dates they opted to process them. It does not address the lack of ethical behavior by the company. It does not address the intentional lack of information provided prior to the single option presented. It does not address their responsibilities in the matter to maintain open communication and consumer information to assist clients. It does not address the unfair practices. It does not address the matter in its entirety. 

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

  

  Business response

  01/22/2025

  Hello, we have attached our response for your review.

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had reached-out in November for assistance with my mortgage. I had a bad year financially in 2024.They sent a packet for me to fill-out November 12th which I received a couple weeks later in the mail. When I filled-out the packet I tried to upload it online but the website wasnt working and I spent a couple of weeks with tech support trying to get it fixed. Then when I got online December 27th it asked me to send a new request and upload files. The files were uploaded December 28th. I got a new packet dated December 19th saying my request was denied with no explanation. I got another letter dated December 23rd saying my inquiry was received. I cannot access my mortgage information online at this time. The number in the packets does not work **************.I think this company is intentionally misleading me, giving me incorrect information, and confusing me to force me into a mistake.

  

  Business response

  01/10/2025

  Hello, we have attached our response for your review.

• Initial Complaint

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a letter from Dovenmuehle regarding Unclaimed Property due to me dated 7/12/2024. According to the letter, I was to sign the form, return to them, and "a new check will be issued and mailed within 10 business days of receipt." I signed the form and emailed to the company on 7/18/2024. I have called the company numerous times for resolution (7/31/24, 9/9/24, 11/5/24, and 12/9/24) and have yet to have a resolution. On 11/5/24 I was notified by a leader that they would send the check to me with a tracking number but will take 2 weeks to receive, but now I'm being told that they have no record of that conversation. On 12/9/2024 I spoke to leader ***** (employee "***" per **** and was told that the funds were returned to the state. I've checked the Ohio controller unclaimed property site and dont show funds sent to them by Dovenmuehle. All I am asking is for the funds to be issued to us as we are due.

  

  Business response

  12/12/2024

  Hello, we have attached our response for your review.

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called at least 10 times over the past several weeks requesting a mortgage pay history from Sept. 2022 through October of 2024. Im always given the run around each time. I am told to email it the research department (completed multiple times) with no response. I call back and they tell me to speak to someone in the bankruptcy department because customer service can not handle the request because the loan was in bankruptcy but I have since been discharged in September of 2023. There finally, I called multiple times with no response. I received two postal mail inquiries from Dovenmuehl stating they are looking into my inquiry with no response. I call and email again with yet no response to the inquiries being asked for. Im told there are no live processors to talk to and everything is done via email. I need this information sent to me asap because I was supposed to close on the property Wed 11/27/24, when I originally requested this information over a month ago. My Loan processor Ms. ***** of Lennar Mortgage has been on the phone with me several times to navigate and try to assist the process & again no results. I signed paper work for them to obtain the information on my ************* still wont release it unless the customer asks for it. I did no answers. Please help. Thanks.

  

  Business response

  12/11/2024

  Hello, we have attached our response for your review.

• Initial Complaint

  11/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Representative hangup on my calls. Can never spoke to a supervisor. Left voicemail and never call back. Poor poor customer service. Very very upset. Angry. Close to driving to the office to get this resolved!!!!!

  

  Business response

  11/19/2024

  Hello, we have attached our response for your review.

  Customer response

  11/19/2024

   
  Complaint: 22540615
  
  I am rejecting this response because: I still don't understand the document sent to me. I need and want to talk to someone real who can let me know what's going on. I was told someone will call me and yet til today no call yet from anyone. 
  
  Sincerely,
  
  *** ****

  

  Business response

  11/26/2024

  Hello, we have attached our response for your review.
  

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a letter from Dovenmuehle about unclaimed property. The letter was dated July 12th and I returned the signed and completed form on July 19th via email. I contacted them to confirm it was received in August. According to the letter it says exactly this "a new check will be issued and mailed within 10 business days of receipt of this properly signed acknowledgement." I was told it was received. I called well after 10 days and was informed ***** days to process this. I am confused by the verbiage of the letter and what I was told. Please be more clear in what I should expect.I called customer service again in September....no go. Then at the end of October I was told they would need to check to see if I had cashed the check. The customer service *** said she would email me to confirm it was not cashed. I waited 5 days and no email Called back and the customer service *** once again had no answers. In fact I was told the check was approved but they had no knowledge if it was mailed. This is a large corporation that tracks everything. The customer service *** on the phone told me to email customer service. I was a bit mystified.....I asked "are you not customer service?" She was apologetic and wanted to quickly get off the phone as she had no answers. I hope this not an attempt to avoid payment. I did email customer service this evening *****. I hope they can be more helpful and upfront without telling me it's another ***** days to handle this concern and ***ayment.

  

  Business response

  11/05/2024

  Hello, we have attached our response for your review.

  Customer response

  11/06/2024

   
  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.  They were quick to respond and handled my complaint.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  10/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  they sent me a renewal of $ 4000 of insurance!!!! I did not wanna renew with them please please please do not force me to file a lawsuit. Im tired of this ******** last year. They renew my insurance without my permission. I end up paying for 2 insurance. The lander renew it with my permission or telling I dont know even know what my insurance cover they not even sent me copy . I dont care if the lender did or however who did. I did not want insurance with homeowners of America I wanna have my own insurance. If my own issue is guaranteeing you, I will make you guys dealing with attorneys for years .

  

  Business response

  10/18/2024

  Hello, we have attached our response for your review.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mortgage account was apparently hijacked but Dovenmuele Mortgage is actively protecting the infiltrator. I am trying to complete my IRS tax return and Dovenmuele Mortagage will not provide the necessary information.

  

  Business response

  10/09/2024

  Hello, we have attached our response for your review.

*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. ↩