Consumer complaint received 2016-07-19
Company: Ditech Financial LLC
State: GA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On Friday XXXX XXXX, 2016 I went online to make a monthly payment. There was a box to enter an amount, which I do n't recall seeing prior to. I entered {$700.00} in that box as the amount I wish to pay instead of the normal {$660.00}. I submitted and received confirmation. I then noticed the amount of {$1300.00} as the amount being paid ( {$660.00} plus {$700.00} ). I did not have the funds nor did I mean to make an additional payment, only the {$700.00} to cover the month of XXXX and a late fee. I began to freak out, looking for the payment to modify it or cancel it on Ditech 's website. I was unable to find that payment nor does Ditech 's website have that ability. So I called Ditech 's customer service as the website instructs to do if you wish to modify or cancel a payment. The time was XXXX XXXX and lasted for exactly 1 hour and 11 minutes. After speaking with XXXX different Ditech Representative 's in an attempt to correct the error, they all basically stated the same thing, the payment could not be canceled or modified, it would be ran against my bank account twice and there was nothing anyone on their end could do regardless of our calling immediately after it occurred. XXXX agent stated that had we called earlier, before XXXX, they could have done something. The payment error occurred well after that time and even though we called right away their hands were tied. They suggested we contact our bank to stop payment as that was basically our ONLY option. This is exactly what we did. We stopped payment with our bank, confirmed only the {$1300.00} would be refused because we still needed to make our monthly payment for XXXX. On Tuesday XXXX XXXX, 2016 I logged into Ditech 's website to make my {$700.00} payment for XXXX. I insured only the amount of {$36.00} was entered in the box to bring my total payment to {$700.00}. When I submitted the payment I received an error message. It stated, " Duplicate XXXX payment Return to electronic payments. I figured I would have to try again later as the {$1300.00} was showing applied and it still needed to be corrected on their end. Next we received the VERY FIRST confirmation of payment via XXXX delivery system. It 's dated XXXX XXXX, 2016 confirming the amount of {$1300.00}. This seemed odd considering everything we went through to modify and/or cancel that payment error on that date, never receiving a payment confirmation via postal service as well as being told our only option was to stop payment with our bank. On Monday XXXX XXXX, 2016 I logged on to Ditech 's website and noticed the {$1300.00} still applied giving our next due date XXXX XXXX, 2016. Regardless I knew I needed to pay for XXXX so I made an XXXX attempt to pay the {$700.00}. This time the payment went through. I received a confirmation # for the payment. I continued to check back for the reversal of the {$1300.00} and it was finally corrected Tuesday XXXX XXXX, 2016. The day after we made the {$700.00} payment. However, the {$700.00} payment made the previous day was not showing. Ditech has been fully aware of the situation surrounding the {$1300.00} payment since about 5 minutes after the error was made. We have remained in contact with Ditech throughout this entire situation, we continue to receive letters in the mail, they state we are behind yet we have now made XXXX payments ( XXXX XXXX, 2016 for {$700.00} and XXXX XXXX, 2016 for {$660.00} ) so according to our records we are all caught up. Ditech has failed to apply the {$700.00} payment after providing the conf # multiple times, have tacked on late fees and applied my XXXX XXXX payment for XXXX. We 've received different information from Ditech regarding the XXXX XXXX payment of {$700.00}. Though, do to the ongoing events that have taken place over XXXX payment error, Ditech has lost our trust in their website for payments as well as the information their agents provide.

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