Product: Mortgage

Complainant is the only living heir of the deceased borrower on loan secured by her home. Due to a default on payments, a foreclosure case had been filed. On XXXX, Complainant submitted a full loan modification application to XXXX ( " XXXX '' ). On XXXX, she received a trial payment plan offer to begin on XXXX. After three payments, the loan was to be permanently modified. Complainant signed the offer and sent in payments for XXXX and XXXX. 
On XXXX, she received a phone call that the loan was transferred from XXXX to Ditech. 
She made the XXXX payment directly to Ditech. 
Per Ditech 's request, Complainant 's counsel ( XXXX ) repeatedly sent a signed third-party authorization and release to Ditech in order to communicate regarding the loan modification. Ditech repeatedly could not find the authorization and would not communicate with Complainant or XXXX. 
After difficulties communicating with Ditech, Complainant made her fourth Trial Plan payment ( XXXX payment ) to the attorneys representing Ditech in foreclosure against the property. 
Complainant made her fifth Trial Plan payment ( XXXX ) directly to Ditech. 
Communication difficulties with Ditech continued. 
On XXXX, XXXX received permanent loan modification documents from Ditech by mail. The permanent loan modification was in the name of the Estate of Complainant 's father. Complainant was told that she would need to apply for an assumption once loan was current. The signed permanent loan modification documents were due XXXX. There was no notarization required on the documents. 
Complainant signed the permanent loan modification documents and returned them by XXXX overnight on XXXX. 
On XXXX, Ditech informed Complainant 's counsel that they needed her to execute an assumption simultaneously with loan modification because she is not the named borrower. Ditech scheduled a notary to come to counsel 's office on XXXX to notarize the documents. 
On XXXX Complainant took off from work to come sign the documents with Ditech 's notary. No notary showed up and the Ditech representative that answered when counsel called to check on what happened did not know about a notary and said there was no authorization on file. Eventually, counsel spoke with XXXX at Ditech who apologized for failing to schedule a notary. Counsel asked for the documents to review before signing but was told that Ditech may not be able to provide them ahead of time. 
Ms. XXXX continued to make plan payments. 
After hearing nothing further from Ditech regarding scheduling a notary, counsel contacted Ditech several times in XXXX regarding the permanent loan modification documents. On XXXX, XXXX was told that the documents would be mailed. 
On XXXX, XXXX contacted Ditech. Loan modification documents had not yet been sent. 
On XXXX, XXXX contacted Ditech. Loan modification documents had not yet been sent. Ditech said they would fax the documents. XXXX received a fax from Ditech on that same day but the documents were incomplete. There were no signature pages. 
XXXX called Ditech on XXXX XXXX and XXXX asking about the loan modification documents but they were never sent. 
To date, Complainant has not received the permanent loan modification documents or assumption agreement for signature.