Consumer complaint received 2017-11-27
Company: Ditech Financial LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have a 30 year fixed-rate mortgage that is currently serviced by Ditech. Ditech has serviced this loan since XX/XX/XXXX, and the fixed monthly payment since that time was {$2000.00}. 

Some time around XXXX of XXXX, Ditech apparently increased the escrow portion of the monthly payment, increasing the total monthly payment to {$2100.00}. I never received any notice of this change via US mail or email. In fact, I had never received any mail communication from Ditech since they started servicing my loan. I had received information about the servicing transfer from the prior servicer, and had used that information to have my bank automatically send the payment every month. 

It turns out that Ditech was sending all correspondence to the property address, rather than my mailing address ( this is a non-owner occupied property ). So that is perhaps why I never received any notice from Ditech about the escrow payment change. 

So, I continued to pay the same payment amount of {$2000.00} on time each month. Ditech received my XXXX payment on time, but did not credit any of it to my account. Instead, they held it all in suspense and considered the entire monthly payment to be late. They did not refuse the payment, so I had no indication from my bank that there was any problem. Ditech did not contact me by any method to inform me of the " late '' payment. I received nothing by mail, nothing via email, and no phone calls. 

I accidently discovered what was going on a couple months later when I logged into the Ditech website to check on something else, and saw that there was a late payment fee on my account. I called and spoke to a representative ( XXXX, ext. XXXX ) and explained the situation. She discovered that they had the wrong address for me, and had been mailing correspondence to the property address, and not my personal address. She talked to her manager and agreed that this was their fault, and that my payment should not be considered late. They removed the late charge for the month of XXXX, and I sent in an extra payment to cover the short escrow amount ( {$150.00} payment on XX/XX/XXXX). I assumed everything was fixed, and they claimed that my mailing address was updated. 

The problem is that Ditech is still reporting this to the credit agencies as a delinquent payment, which is affecting my credit scores adversely. I do not feel this is fair at all, since I sent in my payments on time every month, and it was their mistake in not informing me about the payment change. This is clearly not a normal case of delinquent payment, and should not be treated as such. 

I have called Ditech multiple times asking for a written letter to give the credit agencies in which they state that the problem was their fault, they reversed the late charge, and that my payment should not be considered delinquent. They refused to provide me a letter. I also requested that they directly contact the credit agencies and fix this problem. They will not allow me to talk directly to anyone who can make a decision, and only say they will review the problem, but that they think the late payment is valid ( which makes NO sense, they already admitted it was their fault and reversed the late charge 4 months ago ). Not only was it their fault, but during my most recent call the agent discovered that they STILL had my mailing address wrong!!! Supposedly it has been corrected ... again. 

Attached are the XXXX and XXXX account statements that show the change in payment amount, the late fee initially assessed, and the XXXX statement that shows the late fee was removed.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation