I am writing to share my concerns regarding the service I experienced with Dovenmuehle Mortgage, Inc., particularly related to their check processing procedures.Recently, we received a check for an insurance claim that required us to endorse it and mail it to Dovenmuehle Mortgage, Inc. for co-endorsement. To my surprise, I discovered that they intended to send a fully-endorsed check via regular mail, without any tracking, to our home. Given that our mailbox does not lock and there has been a history of mail theft in our neighborhood, I expressed my concerns. Unfortunately, their response was, "That's our policy, and there's no exception."This situation required me to spend two hours coordinating with the staff and management of my credit union to find a solution. Ultimately, we had to draft a formal letter requesting the endorsed check be sent to a credit union branch. We had to bring the signed letter to the credit union branch, and have their branch manager send the letter to DMI. DMI would then send endorsed check to a secure address, enabling safe deposit of the funds into our account. To complicate matters further, I received several follow-up emails from Dovenmuehle Mortgage, Inc., with four different representatives requesting the same information repeatedly. I was asked to share my loan number via email multiple times, which raises concerns about secure email practices.The practices employed by Dovenmuehle Mortgage, Inc. not only pose risks for the institutions they serve but also for their clients. During my interactions, there was little indication that they acknowledged the potential for fraud or theft associated with their methods. Their lack of responsiveness to these serious concerns was disheartening.This experience caused significant inconvenience for both the staff at my credit union and my family. Most concerning was the apparent indifference displayed by Dovenmuehle Mortgage, Inc. regarding these operational shortcomings.I strongly encourage Dovenmuehle Mortgage, Inc. to reevaluate their practices, enhance staff training, and implement improved service protocols. A review of feedback on various platforms suggests that there is considerable room for improvement. I share this feedback with the best intentions, hoping that Dovenmuehle Mortgage, Inc. will take these concerns to heart and make necessary changes to their operations.
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