Consumer complaint received 2019-02-14
Company: Ditech Financial LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Ditech holds our mortgage loan. In XXXX XXXX with check XXXX for the amount of {$560.00} paid on XX/XX/XXXX, {$140.00} is the payment amount and we instructed Ditech to apply {$420.00} to the principal balance, clearly written on the check and on the payment sub. When the XXXX stated i noticed that Ditech had recieved the payment of XXXX ( added {$6.00} more to the payment by accident ) and applied a payment and stated something on the statement that said Deferral/Rate Mod Partial Pays and nothing of the {$420.00} to principal balance. On XXXX XXXX I phoned Ditech to make them aware that they did not post my XXXX correctly when we though the whole account I made Ditech aware that XX/XX/XXXX payment was also not posted as we Requested on the XX/XX/XXXX statement and check XXXX for the amount of {$560.00} paid on XX/XX/XXXX we requested that {$420.00} be applied to the principal balance and {$140.00} to the payment for a total of {$560.00}. And again Ditech posted the payment as they saw fit. on the XX/XX/XXXX phone call with Ditech I was told to call back in 5 to 7 days for corrections to be made and i had my payment history emailedto me. when I called Ditech back on XX/XX/XXXX @ XXXX spoke to XXXX  with customer service i was infored that Ditech did not issuse a correction. We went though the whole payment history for the year of XXXX and XX/XX/XXXX. I made them aware that we NEVER asked for a deferral and in futher review XXXX with Ditech stated that Ditech put in a new system and was seeing these posting problems in several accounts would resmit for corrections and it would take another 5 to 7 days for corrections I requested to speak to a supervisior which i was told would call me back. no one has called me to this day. I phoned on XX/XX/XXXX @ XXXX spoke to XXXX went though the account no corrections no supervsior would come to the phone. on XX/XX/XXXX @ XXXX spoke to XXXX with Ditech Customer Service and again i was given the same song it was not corrected and it will be five to seven days if corrections are to made? I asked to speak to a superviosr same thing went the thought the account give them the same infronation i have been giving them sine XX/XX/XXXX, and her reposnse it will take 5 to 7 days if corrections will be made. i am not asking ditech to posting their payment the way i see fir im asking ditech to post MY EXTRA FUNDS to the Principal bablance. now we areat XX/XX/XXXX no corrections i am trying to pay the loan complety off and can not due so because they have not post the XXXX to the principl balance like instruted on our check and their payment stub, i will be paying XXXX extra on my pay off balance. an if Ditech does not fix the problem i will also have a late charge staring the XXXX when we have been trying to have fix their mistake since XXXX.and we have this problem with Ditech posting our principla balance at least 3 to 4 times a year.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation