Consumer complaint received 2019-10-17
Company: Ditech Financial LLC
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I began having trouble with Ditech around XX/XX/XXXX and XX/XX/XXXX. I had previously worked out a modification as I had a financial hardship and other than it taking an extremely long time to come to terms of a modification, it was worked out and I fulfilled my requirements. Then I started getting letters from Ditech requesting proof of insurance. I uploaded my insurance documents to their website and they continued to ask for proof. I uploaded the insurance a few more times, mailed a copy to the servicing center and faxed a copy to ditech and literally received no response from Ditech. I called and talked to customer service to be told that they did not receive my insurance information and I needed to do it again. How much more can I actually do at this point for them to get it? I did those things again and again I recieved requests for my insurance but now along with the request, I also go forced placed insurance and new payment information raising my payment up a very significant amount. I contacted them again and continued to call and upload, fax & mail my insurance information and they continued to tell me they never received it. I then decided to contact the forced place insurance company. They provided me with an email address for them to send my insurance info and they would cancel. I forwarded my insurance and like she promised, she cancelled the insurance. This however did not fix my now affordable payment. Still no response from Ditech other than the standard letter " We have received your request and will contact you within 30 days ''. They did do a reanalysis of my escrow and my payment went back down but I did not receive any sort of explanation on a refund from forced placed. As of XX/XX/XXXX My payments were back down to an affordable payment but not before they reported late payments. So now as of XXXX my payments are back down, however, I am unable to make payments online, my payment information is incorrect online and when you call in your payment, they want a convenience fee for calling. When I asked them why my statements and payments were all messed up online they said they were having issues. This issue never did get fixed for me and I could never get an explanation of why. I sold my house in XXXX and requested a payoff from them. They sent it to me and it included {$400.00} even of fees that were never on any statements or disclosed to me or anything. When I attempted to contact them to find out why it was there, I got a letter stating they received my request and would be in contact within 30 days. Well, it is has been over 30 days and I have still had no contact. I am very thankful that they are now paid off and I will not have to deal with them any longer, but I think I deserve the proper attention for this issue. I do have records of uploaded documents, my insurance information and other supporting documents as I am sure they have no records of anything.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation