Mortgage -- Trouble during payment process -- Complaint #5638980
Complaint Overview
Complaint ID: 5638980
Company: Dovenmuehle Mortgage, INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Nevada
ZIP Code: 894XX
Date Received: 2022-06-06T12:00:00-05:00
Date Sent to Company: 2022-06-06T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Hi, I set up bill pay and my payment date was moved early due to the memorial day holiday. At that time I did not have enough funds in my account to pay my mortgage. My bank notified me of that and noted I needed to move funds into the account by XXXX. I moved funds by XXXX and reached out to the bank to confirm the payment was processed. They said no it was returned with NSF and I had overlooked that it was XXXX EST not PST. That is all fine. So know that it was returned with NSF. I set up another payment to process on the XX/XX/XXXXSo the XX/XX/XXXX comes around and Dovenmuehle retried and pulled the first payment I set up that was originally returned with NSF as well as processed the second payment. I did reach out to the company via chat because their phone tree is horrific and they said they could not accept my request via chat and I would need to request it via mail or email. So I requested the refund via email the same day the 2 payments were processed. I did follow up the next day to check on an ETA on the refund. They did not respond. So 3 days later I called and asked about an ETA and it would essentially take 8 days from when I requested the payment reversal to get the payment back. Since it is past when my bills are coming due it is no longer useful so I requested to cancel it on the phone and they said I needed to send an email for it to be accepted meanwhile my emails get no response. I am frustrated because I was depending on that money to pay other bills and now I am receiving multiple fees and interest due to them retrying a payment returned with NSF without any notification to me. If I would have known, ie they sent an email when they received NSF stating that they were going to retry my payment I could have avoided this whole situation. At this point waiting until the XXXX will not be of any help as the due date for my other bills will have already passed and I am expecting another source of funds to come in then.
Frequently Asked Questions
What is Complaint #5638980 about?
Complaint #5638980 was filed against Dovenmuehle Mortgage, INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-06-06T12:00:00-05:00.
How did Dovenmuehle Mortgage, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Dovenmuehle Mortgage, INC.?
Yes, visit the Dovenmuehle Mortgage, INC. company profile at readthecomplaint.com/company/dovenmuehle-mortgage-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.