Consumer complaint received 2016-08-31
Company: Ditech Financial LLC
State: NC
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My complaint regards one DiTech mortgage payment made in XXXX 2016 ( FYI-The account was paid off XXXX 2016 ). In XXXX 2016, Ditech sent me paperwork ( attached ) which indicated that my new payment had decreased by {$84.00} because my tax escrow amount dropped. When I adjusted my online banking automatic payment, I inadvertently set the new amount to be paid in XXXX, the next month. Unbeknownst to me, the new amount was n't to be paid until XXXX. On XXXX XXXX, a DiTech representative ( XXXX ) contacted me to say I missed a payment, which he later discovered was not correct. He said my payment was made on-time, but it was short {$84.00} because I paid the new lower amount a month too soon. I immediately paid the difference over the phone ( see receipt from XXXX XXXX ). He said it was an honest mistake and not to worry about it and he would take care of it and he would also remove the fee. Then, a month later in XXXX when I was preparing to sell that house and buy a new one, I discovered that my credit score had dropped about XXXX points because of that mistake. I immediately called Ditech and spoke to another representative ( XXXX ) and she too said it was an honest mistake and not to worry about it. But, I requested a letter stating what happened for my new loan and the credit bureaus. She said YES and that it would be mailed out to me in 5 days. When I did n't receive it after 5 days, I called again about where the letter was and spoke to a third representative ( XXXX ) and she said DiTech can not do anything, not even a letter. I then asked to her supervisor ( XXXX ) who also said she could do nothing. At that time, I had my loan officer get on the phone and XXXX who insisted that she spoke for the entire company and that we can not talk to her boss or anyone else above her and she would not transfer us. She said in this matter she is the only person I can speak to. She could see from all the notes that the {$84.00} issue was correct, but she refused to do the right thing. Since that conversation, ironically, DiTech still keeps sending form letters stating that they are looking into the matter which is evidence that some people in that company think I have a case, despite XXXX 's insistence that she governs all such matters. She would not give me her last name. So, I am writing to you for help. I have had mortgages and made full payments on-time for many homes time for about 20 years and not rectifying a simple {$84.00} mistake seems abusive on the part of Ditech. I lost valuable time and lost a lot of money ( {$25000.00} ) trying to navigate around this issue. They need to honor their promises verbal or not. She could see in the notes from the different representatives that my story was true, but she refused to provide me with a letter to send the credit agencies. My credit score was once XXXX and now it is XXXX and I had to liquidate some accounts $ XXXX in order to qualify for a new mortgage. And, now I was just denied a a home equity loan because of the low score from a silly {$84.00} issue.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation