Consumer complaint received 2019-07-16
Company: Ditech Financial LLC
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
My wife and I closed on our mortgage XX/XX/XXXX with Ditech and worked with customer loan processor XXXX XXXX and senior home loan specialist XXXX XXXX. Our first payment due started XX/XX/XXXX at {$930.00}. Five payments were made to Ditech on XX/XX/XXXX for {$930.00} ( XX/XX/XXXX Due date ), XX/XX/XXXX for {$940.00} ( XX/XX/XXXX due date ), XX/XX/XXXX for {$1000.00} ( XX/XX/XXXX due date ), XX/XX/XXXX for {$950.00} ( XX/XX/XXXX due date ) and  XX/XX/XXXX for {$950.00} ( XX/XX/XXXX due date ). On a letter from Ditech dated XX/XX/XXXX we were notified that our loan would be transferring to XXXX XXXX XXXX d/b/a XXXX XXXX. The letter included the statement The servicing of your mortgage account is being transferred, effective with your payment due XX/XX/XXXX. It also stated All payments made on or after XX/XX/XXXX should be sent to XXXX XXXX. On XX/XX/XXXX I lost my job but was able to pay our XX/XX/XXXX payment on XX/XX/XXXX. We received our first statement around XX/XX/XXXX from XXXX XXXX stating amount due of {$1800.00} which was including an overdue payment. I called XXXX XXXX on XX/XX/XXXX and they said not to worry that Ditech would be forwarding payments to XXXX XXXX and to allow 60 days for this to happen. Each statement we received from XXXX XXXX included the past due payment along with late fees. Around XX/XX/XXXX I called customer service and they said to send supporting information as to the XX/XX/XXXX payment and they would research it. On XX/XX/XXXX I sent them information from my bank showing the payment had debited my account. After no response I called customer service on XX/XX/XXXX again and spoke with XXXX XXXX who replied via email that I will be your single point of contact until a resolution is found. I sent her 4 emails between XX/XX/XXXX and XX/XX/XXXX along with 3 calls and did not get a reply. On XX/XX/XXXX I emailed XXXX XXXX customer service, XXXX XXXX and copied Ditechs XXXX XXXX and XXXX XXXX and explained the situation and also included my banks stamped copies of my bank statements. XXXX XXXX did reach out and forwarded my email to XXXX customer service on XX/XX/XXXX and I also included a proof of payment statement from my bank. To date there has been no reply via email, phone or mail from Ditech. Even when I was unemployed for 8 weeks I have continued to pay my mortgage and even payed over the minimum to Ditech and XXXX XXXX. This has been very stressful for my wife and I and we do not feel that we should be bearing the brunt of accounting lapses. We have tried to communicate as respectfully as we can during the past 4 months and neither institution seems to care about the {$950.00} payment we made. Every month we continue to get late notices, phone calls and text messages about the alleged missed payment. We dont have money and do not plan to make a double payment and we hope that you can further look into this matter since we dont seem to have any pull.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with non-monetary relief