Consumer complaint received 2018-09-26
Company: Ditech Financial LLC
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This is a follow-up to Consumer Financial Protection Bureau Case No. XXXX. I received a response to my complaint from Ditech Financial LLC that I was satisified with on XX/XX/2018. Per the letter received from Ditech 's Paralegal, XXXX XXXX, Ditech was to issue a refund in the amount of {$1000.00} which was being processed and mailed to me separately.

As of XX/XX/2018 I still had not received the refund check. I contacted Ditech customer service on XX/XX/2018 at XXXX XXXX EST and spoke with XXXX. XXXX stated that the check had been issued but had been received return to sender, do not forward. Since the my original complaint was filed I had closed on the home that Ditech held the mortgage on and no longer lived at that address. Ditech had my current mailing address on file from when the check was returned. However, no check was reissued and no one from Ditech attempted to contact me. I verifed the current mailing address with XXXX. He stated that they would have to put a stop payment on the original check but he was not empowered to reissue a check. XXXX   stated that he submitted a reissuance request to a supervisor and to allow 7 to 10 business days.

As ofXX/XX/2018, which is now 11 business days, I still have not received the check. I called Ditech customer service on XX/XX/2018 at XXXX EST and spoke with XXXX. XXXX stated that the service request was supposed to be closed out on XX/XX/2018 but was still open. She stated that a check was never issued because the funds need to be reallocated as the funds were still under advances and need to be transferred to escrow. So I said to XXXX was I lied to about a check ever being issued back in XXXX which I was told by XXXX. She stated a check was never issued. XXXX stated her supervisor needs to review this and it could take 10 to 14 days for the funds to be reallocated. I said this is unacceptable as this has taken long enough to be handled already. I asked to speak to her supervisor.

I was then transferred to supervisor XXXX at extension XXXX. She stated Ditech can not just send a check, that she needs to get information reviewed and resolved. I asked her was a check issued in XXXX and returned to Ditech or not. XXXX stated a check was issued. I asked why can't it just be reissued. XXXX stated she needs to review the information and contact other departments. I asked which departments. She stated an internal department that I couldn't speak to. She said she hopes to have a resolution today but could not give me an estimated time on how long this process could take.

This is completely unacceptable to me. I received a response from Ditech that I will received my refund on XX/XX/2018 and I've yet to receive it. The response stated it was being processed as of the date of the letter. Speaking with three representatives from Ditech has given me three different responses that all conflict each other. Ditech lies, decieves or can't provide any information upon request. XXXX, the supervisor, was barely able to answer any of my questions with a direct answer and tried to deflect or default to contacting other departments to get information. It should not be this difficult to get a refund check. I paid off the mortgage. I fulfilled my obligation. I expect the same in return from Ditech.

Company response to consumer: Closed with explanation