Consumer complaint received 2017-11-10
Company: Ditech Financial LLC
State: AL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XXXX XXXX, XXXX I began a process to refinance my mortgage loan in an effort to lower my interest rate from 8.625 % to 3.875 %. Ditech Financial LLC XXXX. XXXX XXXX XXXX XXXX, XXXX XXXXXXXX is the loan servicer. XXXX XXXX at Ditech 's XXXX XXXX, Pa. location was the loan officer involved. XXXX XXXX was the one who gave me the refinance rate of 3.875 % for a 15 year fixed refinance. XXXX XXXX " promised '' a lot, like saying : 1. " if we continued making the same payment after the refinancing, we would pay off the loan in 10years and 1 month. '' 2. " pay for the appraisal usually around {$500.00}, and skip the first payment after refinancing in return. '' 3. " receive a {$200.00} gift card for ( military ) service appreciation. '' XXXX sat up XXXX XXXX XXXX XXXX in XXXX, XXXXL XXXX. During my conversation with the appraiser at my house, he informed me they contract with many companies and preform appraisals, I knew someone who wanted/needed an appraisal and asked him what the cost was? He explained to me ; rarely do the receive what the " company '' charges the customer ( usually under {$250.00} ), but for an individual around {$400.00}. This began my distrust with XXXX XXXX. XXXX XXXX, XXXX @ XXXX ( Friday ) : Sue at XXXX XXXX Title called me and left a message ; asked if I had a Certificate of Origin for my manufactured home? She explained to me Ditech should have it, it " should '' have been issued by my home 's manufacturer ( XXXX ) and sent to the original lender ( XXXX XXXX, then transferred to XXXX then Ditech ). XXXX ( Monday ) : I returned Sue 's call and spoke in detail about what a Certificate of Origin was, if Ditech could n't produce it, and if I did n't have a copy of it, what I would have to do ( get a XXXX XXXX ). She informed me Ditech had a " XXXX XXXX '' but was not the needed document ( XXXX of XXXX ). XXXX XXXX, XXXX : I emailed XXXX XXXX : I questioned him about why Ditech would be overcharging me? He assured me they " had no control over this '' cost. XXXX XXXX : Email to XXXX XXXX : why have n't you contacted me? Now a new problem : no one knows where the XXXX of XXXX ( CO ) is. XXXX XXXX, XXXX : Email to XXXX XXXX cant I get an answer? ( cc 'd my wife ... see XXXX ) XXXX XXXX, XXXX XXXX XXXX XXXX Solutions called me trying to collect {$470.00} for an appraisal. XXXX XXXX, XXXX : email to Ditech and call to XXXX XXXX XXXX : this is Ditech 's problem. In the mean time I contacted the mfgr. of my home trying to find out if a XXXX of XXXX ( CO ) could be obtained? No, XXXX bankrupted XXXX. XXXX XXXX, XXXX : XXXX XXXX sends email to XXXX XXXX : what is needed and why is he being asked to provide document they should have? XXXX XXXX, XXXX : XXXX XXXX sends email to XXXX ( my wife ) she fwds to me ; message he received from XXXX XXXX stating ( brief ) : " Ditech requires the XXXX title to be deactivated and for property to be converted to real property. The borrower would have to get a Surety Bond, then apply to the state to get titles so that we can have them deactivated which will take 6 to 7 weeks. '' XXXX XXXX attaches a note : " XXXX it looks like we cant do the deal until the below is completed I hope the explanation below helps. '' XXXX XXXX, XXXX : email to XXXX XXXX asking for help obtaining needed documents or help with a Surety Bond. 
XXXX XXXX, XXXX : email to XXXX XXXX asking for help obtaining needed documents. XXXX XXXX, XXXX : email to XXXX XXXX asking for help obtaining Surety Bond.  Sometime between this date and XXXX XXXX, XXXX I had received calls wanting to know, did I want to proceed with the refinancing, I replied : YES. I called to check the status and spoke with a XXXX XXXX, she informed me the loan had been cancelled by XXXX XXXX. XXXX XXXX, XXXX : Filed complaint against XXXX XXXX to Ditech. XXXX XXXX, XXXX : email to Ditech customer service asking for help since the unauthorized ( by me ) cancellation of the refinance process. XXXX XXXX, XXXX : email from XXXX XXXX : Get another loan officer. I replied ; really do n't want to seek legal action, can I get help? XXXX XXXX, XXXX : Received a letter from Ditech ( brief ) : ... reviewing my request ... ..in an effort to provide " me '' with a solution. XXXX XXXX, XXXX : Received same letter from Ditech, just a different date. ( I have copies ). XXXX XXXX, XXXX Letter from Ditech : Notice of Servicing Transfer to XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, CO XXXX. XXXX XXXX, XXXX : I called this new servicer updated all my information with them ( everything* ) and explained to them ( in detail ) ; Ditech is giving them a loan that the house can not be proven exists because there is no record of it ( XXXX of XXXX, XXXX, etc. ). XXXX, asked for my permission to request the doc 's from Ditech. I continue to tell her : " THEY DO N'T HAVE THEM ... they gave you a bad loan, but this is how they operate '', that " this should be turned over '' to their " legal department '', but XXXX kept asking me : " is there anything else we can help you with? '' Nooo thank you. But when I asked : " by the way, does XXXX do refinancing? ", the answer was, no. XXXX XXXX, XXXX : Received a call from XXXX XXXX XXXX : " Just wanted to *update your information ''. left doesnt know what the right is doing. Ditech 's refusal to resolve these issues by ignoring my requests are unacceptable. It has cost me multiple hours of grief ( attempting to locate documents they should have in their possession ), refusing any help in locating, or share cost due to their incompetent business practices, thousands of dollars in monetary losses due to the high interest rate and multiple thousands in future interest rate costs ( now that they have transferred my loan to a company who admittedly " does not refinance '' ). Companies like this should not be allowed to operate in this manner. I 've experienced similar operations with XXXX. Getting through to them by a peaceful solution is n't acceptable by them. My issue continues ; Refinancing with another company ( other than who is the lender ( manufactured home ) requires it be on a permanent foundation ( which is not required during the initial purchase ), at a cost of appx. {$5000.00}. on XXXX XXXX and Social Security, it wo n't ever happen, my insurance for homeowners is over {$2000.00} a year that is quite impossible to afford. No wonder so many people loose their homes to these predatory companies. When XXXX foreclosed on me while I was XXXX, I thought there was no help, I was wrong. I hope the same applies here. Who knows how many people have been treated this way. Any help stopping Ditechs abuse will be appreciated.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation