Consumer complaint received 2018-06-07
Company: Ditech Financial LLC
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I contacted Ditech on XX/XX/XXXX advising of an unexpected financial setback and to request payment deferral for XX/XX/XXXX and XX/XX/XXXX as this would allow me financial recovery and put me back on track with my Ditech mortgage. The lady that I spoke with ( name? ) took the time, as did I, to process the deferral request by phone. I was assured of approval over the phone. Since this initial phone call I am being bombarded with repeated " Loan Modification '' forms. I have told them repeatedly DEFERRAL ONLY. Not interested in changing/modifying my loan! I checked back with Ditech on XX/XX/XXXX before next payment due date to ensure the phone deferral was completed. It is then when I was advised by XXXX that it was denied! I then found that my monthly income was noted on my initial deferral request in XX/XX/XXXX incorrectly. She indicated my income as being $ 500+ more than my actual amount provided. So.. XXXX and I went through another phone deferral process. Then, on XX/XX/XXXX I returned a Ditech call from " XXXX '' questioning payment status. I told him about the last deferral update request made with XXXX and his response to me was, " I'm the account manager and don't know nothing about no XXXX ''! So this was my 2nd Wasted deferral attempt. I also received a typical letter from Ditech dated XX/XX/XXXX regarding deferral paperwork with a paragraph that reads in bold, " If you were approved for deferral during a phone conversation with your account representative submitting additional info as referenced is voluntary. You may, without submitting any additional info, continue with agreed upon terms as discussed ''. Why are my phone deferral requests not acknowledged by Ditech? Why the constant deception? XXXX then agreed to another phone deferral attempt for XX/XX/XXXX-XX/XX/XXXX. For the record, I made a monthly payment with Ditech on XX/XX/XXXX and the monthly XX/XX/XXXX payment of XXXX was accepted with no account concerns or issues given by XXXX ( payment representative ). I then continued to submit all hard copy paperwork via certified mail as I was later advised on my 3rd request with XXXX that it was needed, regardless of what is stated in writing. I sent all p/w via certified mail on XX/XX/XXXX and called days later to confirm receipt. I was advised by XXXX that they didn't have it, so it wouldn't be processed. I then received a letter from Ditech dated XX/XX/XXXX requesting more information in addition to what they have received. (? ) They had indeed received the certified paperwork. Throughout this time consuming, troublesome, stressful process, I have received many phone calls from many different reps and not one has any knowledge of account status whatsoever other than it's overdue! When I return a call and begin expressing the issues, we're disconnected. This is a recurring issue with Ditech. When we are in the process of addressing and solving my loan issue that is completely solvable, we disconnect. I have been unknowingly explaining it away as a bad connection on my end so they have increased using the " bad phone connection '' as an excuse on the XXXX report. I have since checked with my carrier and there is no reason whatsoever that we would be disconnected from my end. When I immediately return the call, the rep that was helping me is NEVER available so the process starts all over again with every call. This is extremely stressful. 
Also, on XX/XX/XXXX I submitted the mentioned XXXX XXXX XXXX report explaining my situation and lack of any meaningful communication with Ditech. I even began sending them emails of concern via their online site. They would acknowledge my email but never respond! In their XXXX response they blame my phone for communication disconnects. There's been a lot of frustrating back and forth with no solution. The deferral deception began in XX/XX/XXXX. It's now XX/XX/XXXX and they still are deceiving and misleading me. I have tried all communication possible but still to no avail. 
As for calls, last but not least, on XX/XX/XXXX I spoke with another rep, XXXX, only to be told that " for some reason they haven't processed my deferral and since it's been a while, we need to do it again. '' I kindly accepted. This is deferral request number 4 and it takes appr an hour to complete. I was advised by XXXX that I was approved and all I had to do was pay past due insurance and it would all be done, complete! I was so very ecstatic and relieved. As we continued to make the insurance payment the call was disconnected. ( again ) I immediately called back and as always, '' he's not available. '' ( again ) I then received a letter on XX/XX/XXXX stating that I owe {$400.00} for insurance so I mailed a money order to Ditech for that amount. I had forgotten of my XX/XX/XXXX payment made of XXXX. It was decided in XX/XX/XXXX to use XXXX of that payment toward insurance leaving mortgage payment balance of XXXX. This should have been used for insurance but I mistakenly mailed the money order for payment. I need Ditech to account for the {$390.00} left over from my XX/XX/XXXX payment. For good measure I phoned them moments ago only to be advised by another totally unknowing rep that, " I see no deferral requests and no money order! '' The one that I sent to pay insurance ( overpay ) on XX/XX/XXXX. 
But she did see where I applied for deferral in XX/XX/XXXX. (? ugh ) I then stopped the call. I can't take anymore of the deception and complete lack of knowledge of my account There numerous lack of service and deception details but hopefully this is enough to solve the matter at hand.

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