Consumer complaint received 2019-02-28
Company: Ditech Financial LLC
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Ditech Financial LLC holds our mortgage for our home. Ditech has only recently corrected our address so we receive mail from them, they have mailed all correspondence to our street address for years although we have tried to correct the address multiple times especially in the beginning of our loan ( XXXX ). We eventually gave up and set up an ebt account so the payment came out of our checking account each month. We pay our own taxes and insurance. Ditech decided in XXXX of XXXX that we had not purchased homeowners insurance and did that for us and started an escrow account. Ditech took the principal and interest plus escrow as the ebt payment for XX/XX/XXXX. We noticed this right away and my husband called them and in a few months they refunded the overpayments and acknowledged that our homeowners insurance was in force and that we purchased that insurance ourselves. Our current homeowners insurance policy runs from XX/XX/XXXX through XX/XX/XXXX. When Ditech took the incorrect amount electronically from our checking account we cancelled the ebt autopay and started sending them checks for the principal and interest. We again tried to correct our mailing address so we could get payment coupons. No success. We just copied an old coupon and mailed it with the payment each month. In XX/XX/XXXX Ditech once again decided we did not have homeowners insurance and opened an escrow account. When we mailed our principal and interest payment for XXXX it was not sufficient to cover the whole amount and Ditech put our payment into a " hold/suspension '' account awaiting complete payment. They mailed the notice to our street address, we did not receive it. We mailed our principal and interest payment again in XX/XX/XXXX. On XX/XX/XXXX we received an email from XXXX Credit Card that they were lowering our credit limit due to a bad credit report from Ditech. This has caused us much distress, worry, anger, frustration. We contacted Ditech. Although i know it is incorrect i paid the escrow amount due in an effort to avoid more negative credit reporting. I have called them almost every day since XX/XX/XXXX. Everytime I talk to a different person and have to explain the whole issue again. I do think Ditech has finally updated our mail address in their system. Their insurance tracking department confirmed they have our homeowners insurance policy and it is effective XX/XX/XXXX through XX/XX/XXXX and the insurance tracking dept conferenced with customer service to confirm this. Insurance tracking said that information has been available within Ditech since XX/XX/XXXX. I want Ditech to remove the negative credit information from our credit report RIGHT AWAY. I want Ditech to refund our money for the escrow account. I want Ditech to confirm this will not continue to be an issue every few months. I want Ditech to acknowledge that our XXXX payment is principal and interest only. Can you please help me?

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