Consumer complaint received 2016-07-26
Company: Ditech Financial LLC
State: FL
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My mortgage loan was formally with XXXX. When they went bankrupt, our loan was purchased and serviced by Green Tree Servicing. They were quick to point out that they were not required to adhere to the terms of our loan modification with XXXX and as such would do whatever they felt necessary to ensure they could and would make as much money as possible. Their subsequent conduct made that all very evident. We were subjected to payment demand phone calls, phone harassment, questionable fees and deplorable demeanor. 
It became clear that unless we were willing to accept this type of conduct, we would need to close out our loan and go elsewhere. It was during this search process we received notice that Green Tree was acquired by Ditech Financial. We had hoped that would bring in a new integrity and proper business protocols. It did not. As such, we continued our search to find a new mortgage holder and decided upon XXXX XXXX. It was during this end process which serves as the cause for my contacting you today. Specifically, when XXXX requested a payoff statement from 'Ditech XXXX, there was an unusual field in the list of payoff requirements. It 's was entitled " Corporate Advances '' and held a payoff figure amount of {$3000.00}. 
We categorically affirm that to the best of our knowledge, at no time were we ever made aware of anything which would have generated this fee. Furthermore, we have contacted them ( Greentree/Ditech ) on several occasions to get details regarding same and in the last exchange, we were told they 'need not supply the information '. 
At first, they required a written statement from us which requested this information specifically. That was sent. Then upon a follow-up phone call, they then indicated they had to mail us a new form to then fill out and return. We never received it. Upon a new subsequent call, they once again said they would send it out within 30 days. That too was not received. Meanwhile we attempted to download several forms online which we felt would suffice and mailed those. We also engaged in several 'conference calls between us, XXXX XXXX and Ditech to try and expedite the process and make all the details clear. Even XXXX, which indicated they too have never seen such a thing, was not able to get a proper response as to what this figure was generated from. It is worth noting that during all this time, our pending loan with XXXX was becoming jeopardized and the favorable interest rate offered from them being at risk as well. 
In the end we faced either cancelling our existing mortgage application with XXXX in order to find out what this 'advancement ' was about or move forward which would have meant paying the Greentree/Ditech payoff as indicated. When they indicated via the last phone call they 'did not need to tell us ', we opted to move forward. 
It is our contention these charges are not legitimate and they were looking to capitalize on our massive frustrations, delays and desire to get with another mortgage holder that we would 'just pay them ' and be done with it all. 
Yes, we did just close on the loan with XXXX XXXX and as part of that process, the Ditech/Green Tree loan was paid as presented. But we are far from letting it go. Their business practices need to be stopped. 
Thank you for your time and consideration in this matter.

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