Consumer complaint received 2018-01-04
Company: Ditech Financial LLC
State: HI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX, XXXX : Received " Notice of Servicing Transfer '' correspondence from Ditech Financial LLC. Effective XXXX XXXX, XXXX new servicer XXXX XXXX XXXX XXXX will be collecting mortgage payments. 
XXXX XXXX, XXXX : Mortgage payment for the month of XXXX XXXX in the amount of {$1600.00} paid to Ditech Financial LLC ; payment is notated in the transaction activity section on the following months statement. 
XXXX XXXX, XXXX : Received correspondence letter from Ditech Financial LLC re : " missed payment '' in the amount of {$1500.00} which was due XXXX/XXXX/XXXX. 
XXXX XXXX, XXXX : Phone call to Ditech Financial LLC to discuss " missed payment ''. The customer service agent " XXXX '' was unable to explain why correspondence was sent. When asked to confirm receipt of XXXX XXXX payment of {$1600.00}, " XXXX '' informed me that my payment had been " reversed '' on XXXX XXXX, XXXX. I advised " XXXX '' that this payment was not " reversed '' back into my bank account. At this point " XXXX '' stated she would be forwarding my inquiry to her supervisor " XXXX ID # XXXX '' for researching and I will be contacted within 10 business days for follow up. Was given " XXXX XXXX '' direct extension of XXXX ; left her a voicemail immediately after ending phone call with " XXXX ''. Phone call to XXXX XXXX XXXX ( XXXX ) immediately after leaving voicemail with XXXX of Ditech, spoke with customer service agent " XXXX '' who confirmed they did NOT received XXXX XXXX payment from Ditech. 
XXXX XXXX, XXXX : Phone call to " XXXX '' with Ditech, left voicemail # 2 regarding missing payment. 
XXXX XXXX, XXXX : Phone call to " XXXX '' with Ditech for the 3rd time, received her voicemail again! Did not leave a message currently .... too frustrated! I attempted to reach ANYONE at Ditech phone center at XXXX and XXXX and received automated message at BOTH numbers " experiencing technical difficulties and can not assist ''. I was unable to reach anyone by phone despite multiple attempts throughout the day. 
XXXX XXXX, XXXX TO XXXX XXXX, XXXX : Due to the fact that I could no longer reach ANYONE at Ditech Financial LLC ( previous servicer ) I attempted to resolve this issue with current servicer XXXX XXXX XXXX XXXX. Dozens of phone calls to various customer service representatives who could never give me a straight answer, emailing of documents per their request, more follow up phone calls, tickets being opened then closed then re-opened due to what can only be described as inconsistencies with their policies and incompetent staff. At the end of these most agonizing three months of dealing with this mess, NOTHING is resolved. My XXXX XXXX, XXXX payment continues to be missing and my account is now being assessed a late fee as of XXXX XXXX, XXXX. 
In reality what has happened here is theft. In the real world one is punished for stealing but apparently in the mortgage lending world it is acceptable practice!

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