Dovenmuehle Mortgage, Inc.

"Updated my my auto-pay date to the 6th of each month on the 27th of the previous month. 1st of the month comes around and they attempted to draft payment early, which resulted in an NSF fee with my bank. Customer service was no help when attempting to resolve the issue and refused to credit my mortgage principle $29, which I felt was a perfectly reasonable request."

"Our first home loan was with this company via AXIA Financial and all was smooth. But we refinanced in early 2020 with another company. After refinancing we were owed $263 but the check was never sent and amidst all of the craziness of early 2020 (Covid and death of a child) we weren't aware. In September of 2023 we recieved a letter at our address, the same address for the original loan and the refinance, telling us we were owed $263 and they didn't know how to find us, even though we had been in the same place the entire time. if we didn't respond by November it would be sent to our state's unclaimed property department. I emailed them the required forms within days and didn't hear back. I called a week later and was told there was a problem with our original forms. I asked the person I spoke with why the company didn't reach out to us and he couldn't tell me why. After 40 minutes on the phone I was told all was in order and I should expect the money in 30-60 days in the mail. In November, 60 days later I was back on the phone as the check never arrived. The woman I spoke with was a little dismissive and acted as if I was wasting her time, but eventually she told me it was good I called as an error with dates was made and the check was never sent. Again, why wasn't I contacted? She told me she processed the check again and corrected the dates but it should take another 30-60 days. Early January rolls around and I still haven't gotten the check. I happen to check the Nevada Unclaimed Property website and that's where it's been sitting since October 2023. I put in a claim six weeks ago and I am waiting for it to be processed. Everyone that helped me along the way seems to have made a mistake or misled me. I have wasted hours of time and over five months later I still don't have the money I have been owed for four years."

"PLEASE READ IN ENTIRETY Dovenmuehle = Scary: My mortgage was sold over 8 years ago to Dovenmuehle. So this is not a company of my choosing. Over the years I have had issues with shortfalls in my escrow. I would be told one thing, pay the amount but the price always still went up even when I paid the difference. Recently, I went on line to see how much it would be to pay off my mortgage. After the website said this process could take up to 5-minutes, it came back and said that the task could not be performed and to reach out to a payoff specialist. Here's where things got interesting. First, I have a password on the account that all reps should ask. They did ask, but I could not remember my password for this particular company. I asked if there was a hint available. They said no. I asked what happens in this case. I was told that they couldn't do anything and they could not help me. I asked what about a password reset. They advised that I put the verbal password on the account and if I didn't know it, they could not help me. They DO NOT have a verbal password reset. Huh??? You mean, I can't get into my account over the phone ever again until I remember the code word? I was told yes that's correct. I finally remembered the password. But this is the best part. I asked for my payoff and was told that my account is flagged but there were no notes as to why. Huh? So I asked to be transferred to someone in the payoff department. I was told there was no one who could be reached by phone in the pay off department. Huh? The rep (who was very nice) said they would send this in for me and a payoff specialist will MAIL me the payoff in 5-days. So, I am left not knowing how much I owe to payoff my mortgage and I have to wait at least 5-days for that knowledge to be "snail-mailed" to me....They don't send it by email. Not even an overnight option for a payoff. Since snail-mail is not traceable, how will I know it was really sent??? Especially, given all of the other reviews for this bank. This is a bank...who manages mortgages...including payoffs....BUT the customer can't find out readily how much is left on the loan. I'm trying to pay you Dovenmuehle but you want to delay the process on my dime. What in the world????? Is this legal?"

"This company took over our mortgage we had through our bank. I was called by Missy or Mitzy about our claim through homeowners insurance. She immediately was rude and accused me of not sending all of the paperwork from the insurance that was mailed to us. I said I could check my email and make sure I didn't have anything else and she told me she wasn't going to wait for me to do that because she had other things she needed to do. Like uh ok you called me first. I insisted we gave everything we had from insurance she said "if that's what you want to say you can say it but I'm missing pages." I has to hang up because she was just so rude. I called back hoping to get someone else and unfortunately got her again. Again, she was rude and when I stated I didn't understand what the company needed. She told me again she didn't have time for me to check and told me I needed to speak to my husband because he clearly didn't give over all the paperwork. After the call I forwarded all emails from my insurance over to the mortgage company (it being the same exact paperwork we got in the mail and already gave them) so needless to say I'm waiting for another rude call to tell me what I was given by insurance and sent over isn't good enough."

"I have two home loans with this company and for the most part I don't have any issues with them. During and right after Covid their communication was a bit slow when it came to answering my calls (probably due to high call volume), but they've always been respectful and thorough when answering my questions or concerns. I will say, I've found that emails get better response times especially when you attach supporting documents. The website and phone app are both easy to use and I would consider them with future home purchases."