My Husband and I have our Mortgage through a company that uses Dovenmuehle Mortgage. They accept Quick Collect through Western Union for payments on a mortgage. I have been using this option for sometime.
Back in November of 2005 we received a notice that our account # had changed. My husband and I were having financial difficulities and we were unable to make our mortgage payments on time for December 05 and January 06. Payment was finally made through quick collect using our new account number on January 31, 2006.
We recently have started to repackage our existing home and also purchasing a second home. We were aware that we still owed for our February mortgage payment and March payment (Due 3/16/06). My husband called our lender to inform them that we will be bringing the account current within the week. He was informed that they had not received a payment since December 16, 2005 which was done by check and was November's payment.
I faxed my receipt and received a call back stating that I needed to call Western Union and Dovenmuehle Mortgage. After speaking with an individual at Western Union they informed me that the $2050.00 was infact wired and received by Dovenmuehle Mortgage on February 02, 2006.
I called Dovenmuehle Mortgage and spoke with a young man. I gave him my new account number. He couldn't find it. I then gave him my old account number. He said that the payment was received but the account was closed so the money was just sitting there. I asked for an explanation and he informed me that it was the fault of Western Union. I argued with him for a minute and then requested to speak with his supervisor.
I was on hold for approx. 36 minutes. A gentleman came on the phone and I requested an explanation as to why my payments sat in their office for almost 2 months. He was quick to place blame to someone other than his company. He was rude and would raise his voice over mine when I was speaking. He stated that our payment was being forwarded to our lender right away.
Evidently our lender took back the loan from Dovenmuehle and they were very much aware of this. When I wired the money to Dovenmuehle Mortgage it got posted to our old account which had been closed. When I asked the gentleman why they couldn't associate my name with that account number and that it was obvious that the loan went back to our lender what kept them from sending the payment to our lender? He could not give me an appropriate answer.
We are trying to purchase a new home and I informed him that this problem better not reflect bad on our credit report. He did not seem to care at all. Thank god we don't have to deal with this mortgage outfit again. Their agenda is clear. The customer is not always right.