Consumer complaint received 2019-02-05
Company: Ditech Financial LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This complaint is regarding a Ditech mortgage payment ( check # XXXX ) dated XX/XX/XXXX in the amount of {$2000.00} that was not applied for the month of XXXX but instead, for reasons unknown was applied to the month of XXXX. As a result of this error, a 30 day delinquency was applied to my Ditech account ( account # XXXX ) and reported to the credit bureaus, landing on my consumer report, tarnishing my 100 % on-time payment history causing a significant amount of damage. Contact was made with Ditech on XX/XX/XXXX with representative XXXX reviewing the account indicating there had never been a 30 day delinquency and the late payment status is without merit most likely a result of late processing on behalf of Ditech and/or a delivery issue with XXXX. XXXX confirmed correspondence addressed to Ditech including mortgage payments have been delayed, lost or sent to wrong address before correctly being delivered. She stated other Ditech homeowners have experienced this same problem having their accounts being corrected without issue. She also stated since my account does not have a history of 30 day late payments, she would notify the appropriate department at Ditech of this anomaly and instruct them to remove the 30 day delinquency from my account with subsequent removal from consumer report after 30 calendar days. 

Following my phone call with Ditech on XX/XX/XXXX, I did not receive any response or contact from Ditech on the late payment correction. I followed up by phone with Ditech on XX/XX/XXXX and was told no correction would be made to the account and was hung up on. No reason was provided and I never received any communication or follow-up from Ditech regarding this issue. 

Multiple inquires on this matter were sent both by email and through direct message on the Ditech website on XX/XX/XXXX, XXXX, XXXX and XXXX. All of my inquires were ignored. I finally sent a certified letter on XX/XX/XXXX requesting more information about this late payment on my account. I received confirmation by e-mail on XX/XX/XXXX my letter had been received and should expect a response from Ditech within 30 days. I received a letter from Ditech dated XX/XX/XXXX with some general information on my account but nothing specific related to the concerns I raised in the several inquiries sent to Ditech. 

After much frustration and no answers, I filed a XXXX XXXX XXXX complaint on XX/XX/XXXX against Ditech mentioning the previous no-response issues and the late payment delinquency. I received a direct e-mail response from XXXX XXXX XXXX on behalf of Ditech between XX/XX/XXXX and XX/XX/XXXX once again with irrelevant information regarding my complaint on theXXXX payment. ( check # XXXX ) By the way things are going, I feel I'm not going to make any progress on my own requesting information and an investigation on my account. Nothing has been confirmed or denied and no communication from Ditech. It seems to me there is a lot of disorganization at Ditech and mortgage accounts are being mishandled and homeowners are paying the ultimate price. 

I don't understand the reason behind Ditech ignoring all my inquiries and denying my right to inquire and request a proper investigation on my account. I feel uncomfortable and somewhat absurd mentioning this but with the current political climate in the country, it's possible I'm being discriminated against. I do not lack the ability to pay my mortgage and to prove this, all subsequent mortgage payments following this single late payment delinquency have been made to Ditech in larger amounts than usual. I'm currently ahead on my mortgage by XXXX months. 

I'm requesting assistance from the Consumer Financial Protection Bureau on this matter. The payment with check number XXXX and e-mail exchanges have been attached to this complaint. Your time is appreciated. Thank you

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with non-monetary relief