Consumer complaint received 2018-04-30
Company: Ditech Financial LLC
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
We are an existing customer of Ditech for our home mortgage. In XX/XX/XXXX, we refinanced, via HARP and had over {$500.00} taken off our monthly payments. So we just closed one loan account and opened another within the same company. After 6 months, the Escrow Statement came and we were {$4100.00} short in the escrow account. This is impossible since we had almost {$8000.00} put on top of our mortgage when we closed on the new loan, {$3100.00} of which was allocated to the escrow account. We started calling the company in XX/XX/XXXX to have this corrected and have the escrow account analyzed and rerun. This did not happen and we got another escrow statement and now are short {$3500.00}. We also found out that our XXXX for our taxes were underreported in XXXX because at closing Ditech paid our township taxes as well as the Title Company. The town kept the monies and just kept moving it forward. However, since Ditech did not pay the entire tax amount, the XXXX is short one quarter worth of taxes - {$2000.00}. To this day we are still short that money. We called days in a row, starting on XX/XX/XXXX, one day 5+ hours on the phone going over the tax assessor information and payment history for the new loan. When the loan was closed on XX/XX/XXXX, {$3100.00} was put in the escrow account. On XX/XX/XXXX, the money was taken out of the account, putting the escrow at XXXX!!! The description next to it says " - {$3100.00} XXXX  Esc to Mortgagee Dis. '' Rep after rep and supervisor after supervisor and no one will help us resolve this. We finally got a supervisor, XXXX XXXX XXXX to give us her e : mail address so we could send the payment history from our township tax assessor and she had told me that she definitely saw the problem and would help us fix it once she reviewed the tax document. As of this date and sending 3 follow-up e : mails to her, we have not heard anything back from her. If we call the XXXX number again, we would have to start from scratch and explain the issue and it's quite complicated unless you have reviewed all the documents. As soon as we explain there is also a tax issue, without the customer rep even saying hold on, we are immediately transferred to the tax dept. that can only verify the payments that have been made to the mortgage and that's it! They can not speak to the escrow, or the gross mistake that was made as soon as the loan was closed. Also, it was explained to us, at the closing, that we would not be starting the 30 year clock over with HARP, that we would just be flipping the loan where we currently stood, which was at 20 years. Not only are we paying more, we started the clock over for 30 years and had {$8000.00} charged in closing costs, put on top of our mortgage and NO ONE at Ditech can tell us where that money went, especially the amount allocated for the escrow. The $ XXXX monthly savings for our mortgage is creeping back up to that exact amount and the hours of time spent refinancing, stress trying to get it fixed was not worth it at all. At this point, we don't know where to turn to get this resolved. Please help us to get our account corrected.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation