Consumer complaint received 2017-07-27
Company: Ditech Financial LLC
State: OH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I am trying to get a loan modification with Dietech Financial LLC FIRST ATTEMPT XX/XX/XXXX I faxed all of the requested information required by Dietech to apply for a FHA LOAN modification due to a recent divorce and was behind on my mortgage. I called and spoke to XXXX and was informed they had my recent application and that it was completed properly and I had furnished all required documentation of income as they require.
XX/XX/XXXXI sent a mortgage payment for {$680.00} to Dietech Financial LLC. My actual mortgage payment is {$580.00} I sent extra so they could apply the difference to the past due amount.
XX/XX/XXXX I sent a mortgage payment for {$670.00} to Dietech Financial LLC. My actual mortgage payment is {$580.00} I sent extra so they could apply the difference to the past due amount.XX/XX/XXXX I received my checks back in the mail with a letter from Dietech Financial LLC that the amounts I sent in did not cover the past due amount in full and therefore they could NOT ACCEPT my payments.
XX/XX/XXXX I received a letter of denial from Dietech. The reason for the denial was they did n't receive the proper documentation and paperwork from me.XX/XX/XXXX I spoke to XXXX ext # XXXX and was then informed that there had been a mistake, they had received the proper paperwork but 30 days had passed and they need me to re-apply and send all new documentation.
XX/XX/XXXX I received a letter from Dietech Financial LLC informing that I had an assigned account representative XXXX XXXX XXXX ext XXXX to work on my loss mitigation claim.
SECOND ATTEMPTXX/XX/XXXX I faxed the required documentation per Dietech Financial LLC request. I called and spoke to XXXX a " loss mitigation '' specialist. He informed my I had not filled in form XXXX correctly and I needed to resend the information again.XX/XX/XXXX I received a letter from Dietech Financial LLC that my mortgage had been sold to XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX but the letter stated that I still needed to contact Dietech Financial LLC for loan servicing.
XX/XX/XXXX I faxed more documentation to Dietech Financial LLC.
XX/XX/XXXX I spoke to XXXX XXXX and she informed me they did not show receiving the documentation. I refaxed the XXXX to them on this day. I rec 'd a confirmation on my fax machine that the fax did go through. On this same day I talked to XXXX " Relationship Manager '' and he verified that they had received my correctly completed application and it would take one week for my case to get assigned. XXXX at that time told me I would receive a letter stating the $ amount I would have to pay for 3 months on time to qualify for a loan modification. At this time I was {$2700.00} behind and it would take 123 days for late charges to go away after they received my 3 month trial payments.
XX/XX/XXXX I sent an email to Dietech Financial LLC asking to update me on the status of my loan modification. I did not receive a response from them.
XX/XX/XXXX I called and spoke to XXXX ext XXXX and gave him my email address during the conversation. I called to inquire about the status of my application. I was advised I had to wait for them to review and I would receive a letter in the next 10 business days with instructions on how we are going to proceed. I did not receive any such letter.
XX/XX/XXXX I spoke to XXXX XXXX ext XXXX to inquire about the status of my loss mitigation. I was assured by this customer service rep that my application was " in process '' and to be patient.
XX/XX/XXXXI spoke to XXXX XXXX ext XXXX to inquire about the status of my loss mitigation. I was assured by this customer service rep that my application was " in process '' according to their computer system.
XX/XX/XXXX I was told by XXXX to call the loss mitigation department directly and speak to XXXX ext XXXX. I called XXXX who is in XXXX, AZ and the phone rang and no voice mail options were presented.
XX/XX/XXXX I emailed Dietech Financial LLC again due to it now being 177 days since I first spoke to them on the phone concerning my late payments.
XX/XX/XXXX I spoke to XXXX ext XXXX. I was told that the system had a " glitch '' and my requests had not been processed. XXXX then stated she would " re-refer '' my application. She told me I had been assigned a " Relationship Manager '' and that there was no need to send new documentation, they show receiving my 2nd correctly completed application and in 2-3 days I would receive a call from my Relationship Manager. The call never came.
XX/XX/XXXX I called Dietech Financial LLC and spoke to XX/XX/XXXX ext XX/XX/XXXXwho was unable to tell me anything about my loan modification application and transferred me to XXXX ext XXXX. I was told I needed to fill out a LOSS MITIGATION PACKET once again as they showed in their system my first and second attempt had never been filed in their system.
THIRD ATTEMPT XX/XX/XXXX I rec 'd the new Loss Mitigation packet. I filled out all required documentation, I called to confirm they received it and it was 100 % correct. I spoke to XXXX ext XXXX XX/XX/XXXX I spoke to XXXX ext XXXX and she confirmed my documents were scanned into their system onXX/XX/XXXX. At this point in time I am now behind {$4700.00} and I reminded them I sent the two separate payments inXX/XX/XXXX that they refused to accept due to them not being the full amount.
XX/XX/XXXX I spoke to XXXX ext XXXX  and she confirmed that all documents were received and a " referral '' was sent to a relationship manager on XX/XX/XXXX. XXXX  submitted for the loan modification for what is now the THIRD ATTEMPT. She noticed my application had been getting " kicked back '' every time since my first attempt due to a Dietech Financial LLC " glitch '' in their system. She advised that it is an internal system problem due to my loan being sold to XXXX. XXXX stated that XXXX will follow through on it with Dietech Financial LLC.XX/XX/XXXX I received a letter from Dietech Financial LLC that my application for a loan modification had been received and is complete. I have been approved for a loan modification loan. FINALLY-or so I thought.
XX/XX/XXXX I signed the " Trial loan Period Plan '' documents and sent back to Dietech Financial LLC. I was to pay {$580.00} for XXXX, XXXX and XXXX payments on time to qualify for the final modification.XX/XX/XXXX I spoke to XXXX and set up 3 automatic payments from my checking account to auto draft on XX/XX/XXXX for {$580.00} for the required trial period of payments being received on time per his direction the amount would be 3 payments of {$580.00}.
XX/XX/XXXX my first payment of {$580.00} had been deducted from my checking account for my first payment that was due XX/XX/XXXX. I paid the XXXX payment early.
XX/XX/XXXX my second payment of {$580.00} had been deducted from my checking account for my second payment that was due XX/XX/XXXX. I paid the XXXX payment early.
XX/XX/XXXX my third and final payment that was required to be made to meet their terms of 3 months paid on time in the amount of {$580.00} was made onXX/XX/XXXX for the month of XXXX. I paid the XXXX payment early.
XX/XX/XXXX I received a call from Dietech Financial LLC stating that their customer service person made an error and I needed to pay them {$6.00} to fulfill my commitment and qualify for the loan modification. I was assured at this time that I had met all requirements and would be approved. I would be receiving a letter to inform me of what my new payments would be.
XX/XX/XXXX I received a letter from Dietech Financial LLC datedXX/XX/XXXX that I failed to make my 3 monthly trial payments on time and was DENIED. The letter states that I did not meet the requirements of Federal Housing Adminstration and XXXX.
XX/XX/XXXX I called and spoke to XXXX ext XXXX about this and it must be a mistake. XXXX assured me he had emailed his supervisor XXXX to let her know that I still qualify and the letter was sent to me by mistake. XXXX was unable to provide me with a reference number for our conversation and would not give me his supervisors contact information. He advised that I could " take his word '' that this situation is not as it seems and their system has a " glitch ''. At this point I knew not to trust what the customer service representative told me and followed the " FORMAL LETTER OF APPEAL '' to the decision and sent it US POSTAL CERTIFIED MAIL with a signature required and a return card to my home so I could have proof of my appeal. Due to the mutiple " issues '' with my first 2 applications for a home loan modification I followed through with the formal letter of appeal to the denial letter. In this letter I included screenshots of each withdraw from my checking account by Dietech as stated in the time line above as proof that I had adhered to the required terms to qualify for the loan modification.
XX/XX/XXXX I made a payment of {$580.00} for the month of XX/XX/XXXX payment.
XX/XX/XXXX I received the certified mail signed receipt from Dietech and they did receive my appeal in writing. I also received a certified mail notice to pick up at the post office.
XX/XX/XXXX I picked up the letter and it was from Dietech stating that this is a FORMAL LETTER advising you that I have been denied and the total amount of {$5900.00} is now due byXX/XX/XXXX or they will proceed with FORECLOSURE. I called immediately and spoke to XXXX ext XXXX about this letter. He had no idea what I was talking about. I explained my entire situation to him and he said he would forward me to his manager. His manager was busy with another customer and XXXX advised me to leave a voicemail on his managers extension and his manager XXXX XXXX would call me back immediately to remedy this error on their end. XXXX forwarded me to XXXX XXXX and their system gave me an automated message saying " that extension does not exist '' and I ended up in a never ending loop of the same message. I hung up and that is why I am filing a formal complaint against Dietech Financial LLC.
Dietech Financial LLC has been nothing but a hassle through this whole process. While I understand it is not their fault I need a loan modification, they showed gross negligence and incompetence in handling all 3 of my loan modification applications and do not have a resolution for this yet. I have been passed from one customer service representative to another through the entire process. I have been promised the problem is NOT on my end and it is on their end due to XXXX buying my mortgage and system glitches. As of this minute I am still not approved for a home modification. I am beyond frustrated with their lack of follow through and constant denials based on their records. I have a time line, names, extensions, letters from them and a signed certified letter to back my claims of gross customer neglect to provide if you need them to support my claims.
Sincerely, XXXX XXXX XXXX

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