Consumer complaint received 2019-11-03
Company: Ditech Financial LLC
State: OR
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
I have this account for 22-years. Ditech assumed servicing this account some years back. Until XX/XX/XXXX, for 22-years,  this account has been paid on time each month. Then, in XX/XX/XXXX of this year, my headache with Ditech began. 

As best I can discern, in XX/XX/XXXX the firm moved my account from one internal system to another, thus deactivating my ACH payment. Apparently a letter was sent to me, but my accountant does not have record of having received it. In any event, in early XX/XX/XXXX, while  reconciling my financial statements, my accountant noted the Ditech payments had not been withdrawn from my account. Payment was immediately sent to cure the deficiency and a request was made to resume the ACH payments. The Payment in XX/XX/XXXX was applied, according to the firms letter of XX/XX/2019 ( See enclosed ), to a suspense account and not properly applied to my account while we completed account maintenance. After my contacting your firm on XX/XX/2019, the funds were reversed and applied to my account. 

In the intervening time your firm reported this account as delinquent to national credit reporting bureaus. Your firm noted in your letter of XX/XX/2019 that Ditech reported the XX/XX/2019 due date as 30-days past due as payment was not received until XX/XX/2019 - despite the fact that simple math shows that this payment was not 30-days late by their own admission. In that same letter, the firm refused to correct the false reporting to the credit bureaus. 

The larger point is that the XX/XX/XXXX payment was not posted timely to my account because it took several calls to the company to have funds moved out of the suspense account and properly credited before we could ascertain the correct amount due. I initiated payment over the phone on XX/XX/XXXX once Ditech representatives verified the amount due. At that same time, I reset the process that was suppose to ensure ACH payments for future payments. 

This brings us to XX/XX/XXXX and XX/XX/2019. After receiving Ditech 's letter dated XX/XX/XXXX, I called the firm and sought to verify that the account was current and to set-up ACH payments. I initiated a telephone payment for the amount claimed due of {$190.00}. On XX/XX/2019 I was notified that the firm again reported my account as 30-days delinquent to national credit reporting bureaus. I again contacted the firm and initiated a payment in the amount of {$400.00}, which when combined with the XX/XX/XXXXpayment, I understood ensured that the XX/XX/XXXX, XX/XX/XXXX, and XX/XX/2019 payments were made. 

Now comes XX/XX/2019. On XX/XX/XXXX, I was notified by the national credit bureaus that the firm again reported me 30-days late. I called the firm on XX/XX/2019. I was told in that conversation that the payment of {$400.00} I made in XX/XX/XXXX was being held in a suspense account and had not been applied to my loan account. The Ditech representative was unable to explain to me the amount due, if any. The amounts discussed ranged from Im not sure, to over {$1000.00}. 

It is obvious that there is something fundamentally flawed inDitech 's business processes, and, more importantly, they have damaged my credit reputation by their inability to 1 ) maintain my ACH payments due to their business process changes, 2 ) properly record my payments when made, 3 ) and have systems that allow for consumers to have timely and accurate information about the status of their accounts.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation