Consumer complaint received 2017-11-07
Company: Ditech Financial LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX/Ditech Complaint concerning XXXX I purchase Hazard and flood insurance from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX underwrites hazard XXXX underwrites flood insurance See attachment # XXXX XXXX XXXX send {$1300.00} bill for flood insurance escrow pays marks payment as hazard See attachment # 2 pg XXXX XXXX XXXX XXXX XXXX sends {$1300.00} bill for flood I insurance escrow pays See attachment XXXX XXXX XXXX XXXX XXXX sends notice of bill to homeowner marked Do not pay we have billed your mortgage company See attachment # 4 XXXX XXXX XXXX sends bill for hazard insurance to Ditech escrow does n't pay See attachment # 5 XXXX XXXX XXXX sends bill for hazard insurance a second time to Ditech escrow does n't pay again XXXX XXXX cancels hazard insurance XXXX Hurricane XXXX hits XXXX damage to my home XXXX/XXXX/XXXX Receive letter from Ditech dated XXXX/XXXX/XXXX informing me I dont have hazard insurance and they are buying insurance for me at higher rate. 
See attachment # 5.5 XXXX/XXXX/XXXX Call to XXXX ( my insurance broker ) informed no hazard policy in place XXXX and XXXX They will investigate why. 

XXXX/XXXX/XXXX XXXX explains that the hazard insurance was not paid in XXXX XXXX XXXX/XXXX/XXXX call to ditech told story " they will look into it and call back '' XXXX/XXXX/XXXX Call to Ditech cust service XXXX XXXXook time to look into situation while I hold Comes back on and explained that yes Escrow made an error and transfers me to Insurance dept. Cut off XXXX/XXXX/XXXX call to Ditech Customer service XXXX she figures out what is going on transferred to insurance dept. XXXXXXXX XXXX write a Quick Claim Policy Gives me Claim number XXXX Say I will be contacted by claims XXXX/XXXX/XXXX call to ditech XXXX XXXX voicemail msg give claim number XXXX/XXXX/XXXX Call from Claims XXXX XXXX still waiting for policy to be written XXXX call to Ditech Claims dept XXXX XXXX waiting on policy number ( three call like this ) XXXX/XXXX/XXXX XXXX Calls to Ditech Insurance Dept spoke with XXXX then XXXX then XXXX transferred to Claims Spoke with XXXX then XXXX then XXXX XXXX/XXXX/XXXX Call to Ditech XXXX checked facts transfer to insurance spoke with XXXX. Assurant to write policy decision is with upper management XXXX/XXXX/XXXX receive call from XXXX XXXX informed it will cost me {$3900.00} to get a policy in place. Ditech has decided its not their fault. Asked to speak to supervisor. No was the answer XXXX/XXXX/XXXX receive call from XXXX XXXX XXXX I asked what the deductable and coverage was. The response was " you wont know until payment for policy is received '' I ask for supervisor Not available XXXX/XXXX/XXXX I discover that XXXX is the parent company of Ditech, and XXXX XXXX XXXX XXXX/XXXX/XXXX received email from XXXX with address for payment. No information on whom to make check out to or policy details. Replied asking for additional information. See attachment # 6 XXXX/XXXX/XXXX Call from XXXX adjuster XXXX XXXX XXXX comes by and looks at my home. I give him the short version of what is going on and he remarks Youd be surprised how often this happens XXXX/XXXX/XXXX I am awaiting a response from XXXX and filing this complaint. 

Bottom line is am being required to send {$3900.00} to a XXXX XXXX for a policy without knowing any of the policy details ( deductable or coverage ), for a mistake Ditechs escrow department made back in XXXX in order to get the hurricane damage to my home repaired Does this seem right to anyone?

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