Consumer complaint received 2017-10-04
Company: Ditech Financial LLC
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I filed complaint no. XXXX on XX/XX/XXXX. On XX/XX/XXXX, the company provided a brief response ; however, I do n't feel they addressed everything in my complaint. Under the desired resolution I asked for four things. They did not fully respond to any of the four and the complaint was closed. I would still like the following to be addressed and proof from the company that they did these four things : 1 ) Reversal of Late Fees Incurred.
2 ) Reimbursement for Interest and Penalty Fees.
3 ) A letter of apology submitted to the City and County, as well as the major credit reporting agencies stating Ditech was at fault for the delinquency of my account.
4 ) Move my mortgage from Ditech to a conventional bank or mortgage company. I currently have my home equity line of credit with XXXX XXXX XXXX. PLEASE move my mortgage to them. 

In addition, I now have additional issues with Ditech that I am unable to resolve. I have spoken to numerous customer service representatives as well as XXXX ( XXXX XXXX ) " My assigned Account Representative ''. Which weekly, I receive another letter from Ditech with yet another named " My Assigned Account Representative. '' My issue now, besides the lack of follow up on my first complaint, is based on Ditech 's lack of ability to follow through on anything, and specifically my escrow account. As you know from my initial complaint, my escrow money was held by the company and they failed to pay my XX/XX/XXXX city taxes until XX/XX/XXXX. This is totally unacceptable. In addition, when I received my annual escrow account disclosure in XX/XX/XXXX, it was determined I had an escrow overage and was issued a refund in the amount of {$610.00}. In XX/XX/XXXX, I received my annual escrow account disclosure dated XX/XX/XXXX, stating I had an escrow shortage and I was given two options : 1 ) have the shortage spread over 12 months, increasing my monthly payment from {$920.00} to {$980.00} effective XX/XX/XXXX or pay the shortage and the new payment amount would be {$940.00}. I mailed the required shortage amount of {$550.00}. I clearly do not understand how an analysis can be performed, indicate the shortage amount and still incur an additional rate hike. The {$550.00} appeared as a payment to escrow on my statement ; however, I have yet to find anyone and I mean anyone at Ditech that can correct my billing issues. I 've made payments over the phone, inquired when my statement would reflect the new payment amount and each time was told, " I do n't know, that is n't part of the customer service department ''. I made two payments of what the escrow disclosure statement said my payment would be if I paid the shortage ( {$940.00} ), yet when the payments were received, they took money from my second payment to cover their {$980.00} fee ( if I had not paid the shortage ) and the remaining money was in a suspension account. I expected to receive a corrected billing statement for the month of XXXX as well as every subsequent month after XXXX, yet 6 months have passed, I have had numerous conversations with Ditech and with XXXX and was told the escrow department should be handling this. She also reached out to the customer service department and I was told she found someone who had a contact in the escrow department, yet, to date, there has been no resolution to my issue. I have been waiting to pay until Ditech resolves this issue ; however, I can see my the magnitude of complaints about their company, they have no intention of resolving this even though I have clearly communicated the issue with numerous employees and specifically XXXX, who I believe might be the only person at Ditech with a brain. Her supervisor told her to have me file a complaint. In addition, I was told Ditech was going to discontinue the use of voice mail boxes and that XXXX was one of few that had one and it would soon be going away. What legitimate company eliminates voicemail? What legitimate company does nothing to help a customer when the company is at fault?
In addition, I have requested a breakdown of " total fees and charges due '' since Green Tree took over my servicing and was told " we do n't know, those charges came from XXXX XXXX. '' I would expect a servicer to be able to provide all information regarding an account they took over from another servicer.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation