Consumer complaint received 2019-02-08
Company: Ditech Financial LLC
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
To whom it may concern : Ive been having issues with the way that Ditech has been applying my payments since XXXX of XXXX. Over the course of the last several years Ive made it a practice to pay my mortgage about a week early and pay whatever extra I can towards my principal balance. In XX/XX/XXXX my payments ( sent via XXXX Bill Pay ) started to be applied towards principal entirely. In XXXX I called in and asked XXXX to have my funds reapplied. In XXXX I called on to check on my payment and was told that it would reflect on my next statement of account. In XXXX I talked to XXXX  who advised me that my payment was applied to principal again, said it would be reversed and corrected in 5 days. I kept inquiring as to why my payments were misapplied and wasnt provided with a substantial answer, I was told that it would be escalated so my payments wouldnt be misapplied happen again. In XXXX I talked to XXXX who gave me my account breakdown and told me to disregard my account statements because they were incorrect. In XXXX I made my XXXX payment ONLINE and chose where to allocate my payment so I thought I would work around whatever glitch that Ditech had in their system.but NOOOO. I made my payment too early and again it was all applied towards principal. I didnt catch my XXXX statement in time so Ditech reported my ERRONEOUS late payment to the credit bureaus which has now dropped my credit score over 100 points. I had to wait until after XX/XX/XXXX when Ditech could fix my misapplied payment before I felt comfortable making my XXXX payment. I made my XXXX payment online and all appears to have processed correctly since I didnt do it too early so at least Ive figured out the formula of paying my mortgage again. But I go to view my billing statement and the principal balance of {$98000.00} doesnt appear to be correct to me. 

Throughout this entire ordeal Ive expressed to every customer service agent and manager that I make my payments early, I track my payments in a spreadsheet, I care about my credit score and track this stuff religiously which is IMPOSSIBLE to do without accurate account statements. I have ZERO faith in any of the statements that Ive received since XX/XX/XXXX. As a mortgage servicer it is YOUR duty to provide me with accurate account statements and to tell me how my money is being allocated. Its also your responsibility to apply my monies correctly but I dont see that happening. Ive had zero follow-through from any agent that has accessed my account. While all of the Ditech agents are friendly none seem to have the power to fix my account, correct my statements, or accurately explain how my money was applied over the last 6 months. 

To make this right : 1. I would like revised account statements for XXXX XXXXToday reflecting the CORRECT application of my payments and the progress associated with my loan. My payments should show that they were applied to my loan on the day that they are made ( remember Im being charged interest on my loan, the day of the payment matters ). 
2. I would like a copy of my current amortization schedule. 
3. Ditech needs to personally handle the ERRONEOUS late payment that was reported on my credit score prior to XX/XX/XXXX. This was reported in XXXX, as far as Im concerned it should be corrected by now. 

I prefer not to go into more detail than is outlined in this email but I have more specifics to include as far as timeline is concerned if its of interest to Ditech directly. I expect that every agent and manager that I spoke with notated my account for your reference. 

Given that this is a more formal way to complain I hope to get my account issues resolved in a timely manner. I'll be emailed this same complaint to Ditech, I will be faxing and mailing my complaint to them as well. I don't want to have to continue to deal with this into the distant future so I'm also filing this complaint online now with the CFPB.

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