This problem started back in December of 2012 when I refinanced my mortgage with Village Capital. When the representative was walking me through all the paperwork he told me that I was to write him a check for my escrow balance and then Wells Fargo would cut me a check for the balance in my escrow account. He then told me that Dovenmuehle would deposit my check and be responsible for paying my taxes and mortgage premiums. I asked him twice to make sure because I did not want any problems when it came time to pay my insurance and property taxes in January and February of 2013. He assured me that it would be taken care of. Well this was certainly not the case. I made a check out to Village Capital like I was told in the amount of $1,143.00. I have enclosed a copy of the check. However, when it came time to pay my property taxes in February 2013, Dovenmuehle failed to do so.
I talked to several customer service reps regarding this issue and was told time and time again by rude customer service representatives and supervisors on the phone on 3/28/14 that this might have happened because Dovenmuehle was trying to get everything situated during the transition of my refinance. I quickly squashed that notion when I told her that my Mortgage Insurance was paid on 2/5/13 so obviously that was not true. As a result, my property tax account has been accruing interest charges due to late payments from Dovenmuehle since February 2013. These interest charges amount to $214.83. So when you were sending my tax payments over to the Pine Hill Tax office, not all of my payment was going to the principal balance. Some of my payment was going to the interest which again is a HUGE problem. What is even a bigger problem is that my NJ Homestead benefit was not going to my property tax payments either. The majority of my benefit went to cover my interest charges. It was not until I received a delinquent tax notice from Pine Hill Tax Collector’s office that I found out my account was in delinquency status and that they were going to start proceedings to put a lien on my property. Not once did Dovenmuehle ever alert me that there was a problem with my escrow account. In fact, if I never called them I do not think they would have ever did anything with this issue. Thank God that Pine Hill Tax Collector mailed me a delinquent notice or I would have been in the dark when a lien was placed on my house.
I started trying to get answers from the customer service center as soon as I seen the letter. However, this was no easy feat. I spoke to several different customer service reps on 3/28/14. And to my dismay, none of them were able to give me the answers that I was looking for. Finally, I asked to speak to a supervisor because I was tired of being on the phone and becoming frustrated with the lack of knowledge of the customer service reps. Finally a supervisor came on the line after me waiting for 5 minutes. Once the supervisor got on the phone, after about 30 seconds into the call as I was explaining to her what was going on she hung up on me. At this point I am livid, so I call back again and try to get a supervisor on the phone. After waiting another, another 5 minutes a supervisor by the name of Nancy Bailey gets on the phone. It was this call that solidified for me that I need to refinance my mortgage so that I
could be done with this company. I once again had to explain to Nancy for the 6th time why I was calling and why I was so upset. Nancy began to pull up my account information and try to figure out what was going on. Once again she proceeded to tell me nothing but excuses on why my property taxes were not paid. Nancy told me that maybe my account was still in transition since I refinanced in December. I told her the same thing that I told everyone else. If this was indeed the case, then why did my mortgage insurance manage to get paid in January? No one could answer this for me. That’s because the only answer to this question is that Dovenmuehle dropped the ball on this. Not once did Dovenmuehle notice that my property taxes were not paid in January, February, and so on. I had such a surplus in my Escrow account that I red flag should have been raised. But I do not know why I would think such a thing because customer service is clearly not a priority with this organization. I continue to talk with Nancy as she continues to give me more and more excuses. My biggest question is what happened to my surplus in my escrow account? Suddenly to hear Nancy tell it I do not have enough money in my escrow account to even cover the rest of my property taxes for the remaining of the tax year. She stated that I was $800 short. This enraged me. How can this be because in October 2013 I received a check from your company in the amount of $267.09 for surplus in my Escrow Account. So can someone please tell me how do I go from having a surplus in my account and being issued a refund check to now my escrow account being short $800? I am sure no one has an answer for this an as a result I will be taking my business elsewhere because there is no way that I will work with a company that has deceptive practices. Which upset me the most with my whole conversation with Nancy is that when I asked her how was the situation going to be resolved she told me that most likely Dovenmuehle was going to pay my taxes but then my mortgage payment is going to go up. I told Nancy absolutely not. Her response which I thought was very rude and unprofessional was: “We are not going to eat those fees!” First of all, I do not know who she was speaking to in that manner. Secondly, why does she think that I should have to pay for this error when no one can explain to me where my surplus in my escrow account went? I only received a refund check in the amount of $267.09 so where did the other $1,300 go? Again, no one can explain this to me. And what certainly isn’t happening is you are not going to raise my monthly mortgage payments so high that I will not be able to make my payments. So this leads me to believe that Dovenmuehle has mismanaged my funds. I am completely flabbergasted by the lack of care this situation has been shown . Again, I made these calls to customer service on 3/28/14 so please review the tapes and hear how enraged I was after speaking to a poor excuse of a supervisor by the name of Nancy Bailey. As a matter of fact review the tapes of all of the calls that I made that day, which included me being hung up on by a supervisor, a customer service rep refusing to transfer me to a supervisor, and so on. Like I said, Dovenmuehle has proved to me time and time again that QUALITY customer service is NOT a priority. I expect a full review of my account and I want a detailed explanation of what is going on before I seek outside counsel with this matter.
Dovenmuehle Mortgage Reviews
This problem started back in December of 2012 when I refinanced my mortgage with Village Capital. When the representative was walking me through all the paperwork he told me that I was to write him a check for my escrow balance and then Wells Fargo would cut me a check for the balance in my escrow account. He then told me that Dovenmuehle would deposit my check and be responsible for paying my taxes and mortgage premiums. I asked him twice to make sure because I did not want any problems when it came time to pay my insurance and property taxes in January and February of 2013. He assured me that it would be taken care of. Well this was certainly not the case. I made a check out to Village Capital like I was told in the amount of $1,143.00. I have enclosed a copy of the check. However, when it came time to pay my property taxes in February 2013, Dovenmuehle failed to do so.
I talked to several customer service reps regarding this issue and was told time and time again by rude customer service representatives and supervisors on the phone on 3/28/14 that this might have happened because Dovenmuehle was trying to get everything situated during the transition of my refinance. I quickly squashed that notion when I told her that my Mortgage Insurance was paid on 2/5/13 so obviously that was not true. As a result, my property tax account has been accruing interest charges due to late payments from Dovenmuehle since February 2013. These interest charges amount to $214.83. So when you were sending my tax payments over to the Pine Hill Tax office, not all of my payment was going to the principal balance. Some of my payment was going to the interest which again is a HUGE problem. What is even a bigger problem is that my NJ Homestead benefit was not going to my property tax payments either. The majority of my benefit went to cover my interest charges. It was not until I received a delinquent tax notice from Pine Hill Tax Collector’s office that I found out my account was in delinquency status and that they were going to start proceedings to put a lien on my property. Not once did Dovenmuehle ever alert me that there was a problem with my escrow account. In fact, if I never called them I do not think they would have ever did anything with this issue. Thank God that Pine Hill Tax Collector mailed me a delinquent notice or I would have been in the dark when a lien was placed on my house.
I started trying to get answers from the customer service center as soon as I seen the letter. However, this was no easy feat. I spoke to several different customer service reps on 3/28/14. And to my dismay, none of them were able to give me the answers that I was looking for. Finally, I asked to speak to a supervisor because I was tired of being on the phone and becoming frustrated with the lack of knowledge of the customer service reps. Finally a supervisor came on the line after me waiting for 5 minutes. Once the supervisor got on the phone, after about 30 seconds into the call as I was explaining to her what was going on she hung up on me. At this point I am livid, so I call back again and try to get a supervisor on the phone. After waiting another, another 5 minutes a supervisor by the name of Nancy Bailey gets on the phone. It was this call that solidified for me that I need to refinance my mortgage so that I
could be done with this company. I once again had to explain to Nancy for the 6th time why I was calling and why I was so upset. Nancy began to pull up my account information and try to figure out what was going on. Once again she proceeded to tell me nothing but excuses on why my property taxes were not paid. Nancy told me that maybe my account was still in transition since I refinanced in December. I told her the same thing that I told everyone else. If this was indeed the case, then why did my mortgage insurance manage to get paid in January? No one could answer this for me. That’s because the only answer to this question is that Dovenmuehle dropped the ball on this. Not once did Dovenmuehle notice that my property taxes were not paid in January, February, and so on. I had such a surplus in my Escrow account that I red flag should have been raised. But I do not know why I would think such a thing because customer service is clearly not a priority with this organization. I continue to talk with Nancy as she continues to give me more and more excuses. My biggest question is what happened to my surplus in my escrow account? Suddenly to hear Nancy tell it I do not have enough money in my escrow account to even cover the rest of my property taxes for the remaining of the tax year. She stated that I was $800 short. This enraged me. How can this be because in October 2013 I received a check from your company in the amount of $267.09 for surplus in my Escrow Account. So can someone please tell me how do I go from having a surplus in my account and being issued a refund check to now my escrow account being short $800? I am sure no one has an answer for this an as a result I will be taking my business elsewhere because there is no way that I will work with a company that has deceptive practices. Which upset me the most with my whole conversation with Nancy is that when I asked her how was the situation going to be resolved she told me that most likely Dovenmuehle was going to pay my taxes but then my mortgage payment is going to go up. I told Nancy absolutely not. Her response which I thought was very rude and unprofessional was: “We are not going to eat those fees!” First of all, I do not know who she was speaking to in that manner. Secondly, why does she think that I should have to pay for this error when no one can explain to me where my surplus in my escrow account went? I only received a refund check in the amount of $267.09 so where did the other $1,300 go? Again, no one can explain this to me. And what certainly isn’t happening is you are not going to raise my monthly mortgage payments so high that I will not be able to make my payments. So this leads me to believe that Dovenmuehle has mismanaged my funds. I am completely flabbergasted by the lack of care this situation has been shown . Again, I made these calls to customer service on 3/28/14 so please review the tapes and hear how enraged I was after speaking to a poor excuse of a supervisor by the name of Nancy Bailey. As a matter of fact review the tapes of all of the calls that I made that day, which included me being hung up on by a supervisor, a customer service rep refusing to transfer me to a supervisor, and so on. Like I said, Dovenmuehle has proved to me time and time again that QUALITY customer service is NOT a priority. I expect a full review of my account and I want a detailed explanation of what is going on before I seek outside counsel with this matter.