Consumer complaint received 2017-07-25
Company: Ditech Financial LLC
State: VA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
Ditech has XXXX up my account for over one year now funneling my payments into their unapplied funds account. Every month since XX/XX/XXXX XX/XX/XXXX, I have called and spoke to representatives, even supervisors and directors and was told that the continued error that they continued to make would be fixed.. It was not until I involved additional third parties ( the press, and social media ) they want to now act on the empty promises they provided me regarding correcting my account for months. In XX/XX/XXXX, a director and a loan specialist explained to me that Ditech has no way to recognize overpayments that have been sent to the company for years and never was a problem before but for some reason now is incapable to recognize. This was confirmed by your director XXXX XXXX director at Ditech and XXXX XXXX Senior Vice President Special Assets and Corporate Facilities, Security at XXXX XXXX who stated that her team oversees the practices of Ditech. Their errors have led to an incorrect XXXX being issued and needing correcting. Ditech reallocated my funds in or around XX/XX/XXXX and discovered that my loan was paid up 1 month in advance. I was told then that the reallocation would apply the payments that were originally applied incorrectly would now be applied correctly. That did not occur as evident with the increase in my principle balance. Let me pause here for a minute I find it odd that this company was sent an overage amount monthly for over 9 months and my principle balance would increase. The reallocation that Ditech alleges was applied correctly caused my account to go in default, caused late fees to accrue that I was never made aware of. They sent me four collection letters and even sent a representative to my home I presume to collect on account that turned out to be paid ahead. I called the designated parties on the collection letters multiple time, they were never available, had no voicemail, and when I was able to get a voicemail for someone, I never received a call back. After multiple attempts to determine the reasoning to why a party from their organization would come to my home unannounced and unscheduled I received a road block. Ditech attempted to provide me some ridiculous story that they are entitle to visit my home at any time to inspect my home. Well being that the company has been associated with break ins, a theft of homeowners belongs and unsolved murders, I took matters into my hands and filed a protective order against them. In XX/XX/XXXX, I received a notice stating my escrow was short and my payments would increase. I found this to be odd because again I have been sending an overage amount to the company for over 9 months why on earth would my escrow be short? I thought that was odd because I never received a notice indicating that my taxes would be increasing. I called Ditech and was told by three representatives that my taxes had increased. However, the city treasurer refuted that claim when they provided in writing that my taxes had remained the same. I Ditechs AVP XXXX XXXX at XXXX and asked him to explain and he alleges that they received my storm water bill and that the company would take over paying that. Problem was that I was already paying and had paid my storm water bill through web bill pay through my bank and my account was current. Again the company alleged that the city sent them the bill and was simply obliging by paying for it for me. That was refuted again in writing from the city treasurer who stated that it is not a practice of theirs to issue duplicate bills to the owner and the mortgage servicer. The treasurer however confirmed that Ditech requested my bill. So we return to how do we explain the shortage? My inquiries sparked another analysis to be completed on XX/XX/XXXX and I was sent a notice stating I was now in surplus of {$380.00}. Interesting! Then Ditech did another analysis on XX/XX/XXXX and I am now in a shortage again of {$240.00}. I have called and left a message on director XXXX XXXX director of customer service voicemail multiple times at XXXX and no return call, I have called XXXX XXXX the AVP of customer service multiple times at his number XXXX and no response, I have left multiple message for the VP of loan processing XXXX XXXX at XXXX since XX/XX/XXXX and I have NEVER received a call back from him. Ditech has attempted to contact my mortgage insurance company and request that the mortgagee be changed to multiple parties including Multiples affiliates and has ignored multiple requests of the names of their affiliates if it is to be listed.

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