Consumer complaint received 2017-02-15
Company: Ditech Financial LLC
State: MI
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
My husband and I have been seeking a mortgage rate modification with our mortgage company since XX/XX/XXXX, after they sent us a letter saying we could. The company has been dragging it 's feet since then. Sending us applications, then letters saying they received the complete packet, then letters saying that packet is incomplete, letter after letter! Finally after these years of receiving letters of offers, declines, letters time after time notifying us of incomplete applications, and during all this time always giving us yet another new representative. Letter dated XX/XX/XXXX stating 'our account may be eligible for the following loss mitigation options, subject to servicer or investor approval : Refinance your account with another lender, Modify your account terms with Green Tree , Receive a payment forbearance temporarily, which gives you more time to pay your monthly mortgage payments, etc. Letter dated XX/XX/XXXX states that we " may be eligible for the Home Affordable Modification Program ( HAMP ), part of the initiative announced by President Obama to help homeowners. '' Mailed a complete application XX/XX/XXXX. XX/XX/XXXX submitted yet another application. XXXX XXXX, XXXX Sent handwritten letter to XXXX and loss mitigation dept showing expenses and reasons for hardship along with another application. Received letter dated XX/XX/XXXX stating Green Tree is " unable to offer you a Home Affordable Modification because your loan did not meet one or more of the basic eligibility criteria of HAMP. Reason box checked was " We service your loan on behalf of an investor or group of investors that has not given us the contractual authority to modify your loan under HAMP. '' XX/XX/XXXX received a letter stating that our application for loss mitigation assistance " is incomplete because we have not received all of the documentation to complete the evaluation. '' I HAD sent a complete application! They stated what was missing. I resent the stated information. Letter dated XX/XX/XXXX stated that a submitted loss application was yet incomplete. XX/XX/XXXX received a letter of yet another account representative. A few days later, received an undated letter stating that to better service us " GREEN TREE SERVICING LLC AND DITECH MORTGAGE CORP will combine to form Ditech Financial LLC, known as Ditech, a XXXX XXXX, effective XX/XX/XXXX. Continued to work with our mortgage company to get this resolved. XX/XX/XXXX letter received stating that application was incomplete. received XXXX applications dated XX/XX/XXXX with letter stating we may qualify for assistance. Then XX/XX/XXXX received letter stating that we did not qualify because " the investor, investors did not give contractual authority to modify under HAMP ''. XX/XX/XXXX received a letter stating that yet another application was incomplete, I have copies showing a complete packet. XX/XX/XXXX letter states that they received a complete app. XX/XX/XXXX letter states that by way of income we do not qualify, income was stated incorrectly, filed an appeal letter dated XX/XX/XXXX they received our appeal and we would hear by XX/XX/XXXX. Letter dated XX/XX/XXXX stated that our app was incomplete. Emailed the requested information. XX/XX/XXXX received letter of denial due to income being sufficient. They had figured our income plus our food assistance of {$XXXX} ( which was grossed up by 125 % per investor guideline to {$XXXX} ). Letter dated XX/XX/XXXX states that we may be eligible for the following loss mitigation options : Modify, sell our home or refinance our loan. Letter dated XX/XX/XXXX states another new representative. Received letter dated XX/XX/XXXX stating received app for loss mitigation but app was incomplete, with no letter stating what was needed. This nightmare is still continuing!

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