Consumer complaint received 2019-09-27
Company: Ditech Financial LLC
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX, per their website and telephone records, my mortgage company Ditech Financial LLC reflects they have not received my XX/XX/XXXX and XX/XX/XXXX mortgage payments. They say my last payment of {$730.00} was received on XX/XX/XXXX. I have my statements from my XXXX XXXX that my XX/XX/XXXX payment of {$730.00} was sent electronically and cleared my bank on XX/XX/XXXX. Also my XX/XX/XXXX payment of {$730.00} was sent electronically and cleared my bank on XX/XX/XXXX. These payments were sent by bill pay as I have done since XX/XX/XXXX. 
Beginning at the end of XX/XX/XXXX I have called many times to clear this up to no avail. I was told to have my bank fax my statement to them that showed that the XX/XX/XXXX payment was made. My bank faxed to them at the end of XX/XX/XXXX. 
XX/XX/XXXX, I received a letter saying my payments were 2 months behind. XXXX was given for what I could do for the situation. Pay what is due. Foreclosure and sale of my home was mentioned. 
XX/XX/XXXX, I called Ditechs customer service at XXXX, and talked to a lady named XXXX. She said their bill pay system was down in XX/XX/XXXX. She did find my XX/XX/XXXX payment and will remove the late fee ( {$28.00} ) and the negative report on my credit report. She was to call me back to let me know it was corrected. No call back. 
XX/XX/XXXX, I called customer service again and talked to a male but did not get his name. I asked for XXXX. He said he did not know anyone by that name and there were no notes in my file. Of course I had to tell him the whole story. He put me on hold, talked to XXXX ( XXXX ) and she told him she has sent the info that I paid on XX/XX/XXXX to the department that will research it. He was very condescending from the beginning of our conversation. I asked for his manager, boss, or supervisor that could give me clarity on the situation. He was adamant there was no one else I could speak with as the research department has no phones. I was so upset and stressed with the situation. My daughter got on the phone with him. He said he did not like the way she was talking to him. She said she did not like the way he was giving her XXXX year old mother the run around. He said everything was fine until my daughter got on phone. She said that was not true or she would not have asked for someone above you. 
XX/XX/XXXX and XX/XX/XXXX, I received additional letters from Ditech reminding me the 2 payments were behind. In XX/XX/XXXX letter, they did give me the name and phone number of my assigned account representative, XXXX XXXX at XXXX XXXX. 
XX/XX/XXXX, I called the extension of XXXX but XXXX XXXX ( ext. XXXX ) answered and said she could help me. I told the whole story again. XXXX XXXX was the kindest and most professional person I have talked to yet. She saw the notes from my calls and would do everything she could to have the problem resolved. She asked that I watch the account and if not corrected by XX/XX/XXXX to call her back. 
XX/XX/XXXX I called XXXX XXXX back but XXXX answered who said she could help. She said I was 2 payments behind and was I prepared to make those payments today. I asked her to please transfer me to XXXX XXXX who knows the whole story from our conversation on the previous Monday. XXXX said she could discuss it with XXXX and put me on hold. Came back and said XXXX did not answer. She said she will email XXXX and find out the status. I asked how/when will I find out the status. She said it will resolve itself in time. I told her I will be filing a complaint with the Consumer Financial Protection Bureau today. She said OK mam and transferred me to a voice survey, which I gladly answered. 
XX/XX/XXXX, XXXX telephone and website info shows I owe 2 payments with late fees totaling {$1500.00}. On XX/XX/XXXX, I will owe another {$730.00}. As I have said above, the XX/XX/XXXX and XX/XX/XXXX were paid and cleared my bank.

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