Consumer complaint received 2019-10-30
Company: Ditech Financial LLC
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
HELP PLEASE!! Once Again, I'm filing a complaint, regarding Ditech Financial. Once again, they have not applied all of my funds to my account, even with proof of payment, I provided. I contacted XXXX XXXX, for they are the servicer. I suspect they have altered my billing history as well, because the document stating my billing history, sent to me had bogus information. I don't want to lose my home. Please help me.Below are correspondences that were submitted to Ditech and XXXX XXXX, in attempt to assist me : From : XXXX, XXXX Sent : Sunday, XX/XX/XXXX XXXX XXXX  To : XXXX XXXX <XXXX> Subject : Re : XXXX XXXX XXXX XXXX XXXX, XXXX, NJ XXXX [ ref : XXXX : ref ] Good morning, just wanted to update you on the latest communication with Ditech. I called the agency on Friday to see if my proof of payment was received. Not to my surprise, I was advised that the initial proof of payment did not suffice. As such, Now!, they requested for me to resend my bank statement showing the before and after the payment hit my account, requesting to see my balance after the payment was deducted from my account. I went to XXXX Friday, XXXX XXXX, retrieved the information and the bank faxed the documentation for me. When I arrive to work on Monday, XX/XX/XXXX, I will provide the same to you. Thank you very much From : XXXX, XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX  To : XXXX Cc : XXXX Subject : RE : Acct # XXXX -XXXX  XXXX c/o XXXX XXXX Importance : High Good morning, I called your agency on Friday, XX/XX/XXXX and inquired the status of my proof of payment documentation. I spoke with a representative from Ditech and was advised that I needed to submit additional information. The representative indicated that I needed to submit my bank statement indicating the balance of my account once the payment to Ditech was deducted from my account. This information was faxed on Friday, XX/XX/XXXX, from XXXXXXXX XXXX. In addition, I wanted to submit via email as well. 

Thanks much From : XXXX, XXXX Sent : Wednesday, XX/XX/XXXX XXXX XXXX  To : XXXX ' <XXXX> Cc : XXXX Subject : XXXX XXXX c/o XXXX XXXX I received a call today from Mr. XXXX x XXXX from your company, indicating that XXXX payment was not being shown on my account as being paid. Attached please find the requested proof of payment. As discussed, the XXXX payment was returned ; the payment for XXXX was received XX/XX/XXXX, in the amount of {$1800.00}. 

The requested payment in the amount of {$730.00} was posted to the account of XX/XX/XXXX and was released from my bank account of XX/XX/XXXX ( debit card payment ). Up on the receipt of XXXX payment, my regular payments were to resume as of XX/XX/XXXX in the amount of {$1500.00}. Please see the attached for proof of payment. 

This is totally FRUSTRATING!!! I have been dealing with this company and the lack of knowledgeable employees since XXXX. Either being provided with inaccurate information, lack of conveying appropriate information and some staff members are not able to articulated information they are attempting to convey, why? Because they do not understand, Perhaps the understanding of the importance of handling accounts, that can effect one from becoming homeless should be made as a mandatory training and hiring individuals who are professionals. Its like playing Russian Roulette overtime I call Ditech, hoping that I will get an representative that can comprehended and speak clear English. 

I also called to verify that the information provided to me was correct ; in that the incorrect amounts were calculated. I was instructed today by XXXX x XXXX Representative of Ditech, to request in writing. Since it appears that Ditech is attempting to cover their error, not too sure if they will confess, in writing, that they made an error. I spoke with three representatives and all conveyed the same information : XXXX x XXXX ; XXXX x XXXX ( Loss Mitigation ) and XXXX x XXXX. In the event Ditech states otherwise, at least I identified the names of the individuals who are fully aware of this matter Good Morning XXXX, XXXX, As discussed, attached please find the letter I received from Ditech regarding the repayment plan dates of commencing XX/XX/XXXX terminating XX/XX/XXXX. If you are experiencing difficulties in opening the document, please advise. 

From : XXXX XXXX <XXXX> Date : XX/XX/XXXX at XXXX XXXX  EDT To : XXXX XXXX XXXX XXXX <XXXX> Cc : " XXXX '' <XXXX>, XXXX XXXX <XXXX> Subject : Re : Consumer Engagement Resolution [ ref : XXXX : ref ] Thank you for your response. In your absents I received a call from your assistant XXXX. Unfortunately she was not of any assistance. Perhaps she is a new employee and apparently definitely in need of continued training. In any event I resolved the issue on my own. It appears, once again Ditech has yet again made a mistake.The Ditech representative XXXX x XXXX conveyed that the initial repayment plan calculation that were prepared by Ditech was in error. As such, the amounts that I paid for three months, {$1700.00} were insufficient. Therefore by Ditech providing me with the wrong amounts to pay, in addition to the increase of my mortgage payments, that were not part of the calculations, has placed me yet Yet again, in additional arrears. For the next ( 6 ) months, the amount of {$1900.00} I must pay, in order to become current. As this is my third time, seeking assistance from your agency, as it pertains to Ditech and their lack of adequately handling my account, these practices from Ditech is beyond unprofessional. As such once again, my account, I have encountered another setback, due to their negligence ; Needles to say, Im beyond upset and disgusted. I would like to file a formal complaint. Please advise as to how I should move forward. Thanking you in advance. XXXX XXXX Sent from my XXXX Just when I thought the Nightmare with Ditech had ceased, once again they strike. I received a call XX/XX/XXXX from Ditech, XXXX, ( stated she did not have an extension number ) The call was in reference to my XX/XX/XXXX mortgage payment and the late fees totally {$78.00}. I conveyed that I had the payment scheduled through my XXXX on-line billing for XX/XX/XXXX ; late fees scheduled for XX/XX/XXXX through the same entity method. 

At that time she advised that my mortgage payment increased totaling {$1700.00}. I indicated to her that there must be an error. She attempted to debate me on this subject and placed me on hold to investigate. XXXX, returned to the line and apologize for the error ; however, she explained to me that her records indicated my monthly payments are {$1400.00}, however, of 4.2 rate her records indicate 5.2. She advised me to speak to a representative in modification department. I was transferred to XXXX, I believe her name was. She advised that the error would be corrected to reflect the permanent modification amount. 

I placed a follow-up call to Ditech, when I arrived home from work and spoke with XXXX x XXXX. Her professionalism was commendable. She placed me a hold, read the entire notes on my account and realized that this issue began in XXXX-XXXX  ; in addition, she was able to clearly articulate, explained and advised the issue and how this could be resolved. XXXX spoke with her supervisor, XXXX to review as the issue as well. They both saw the signed permanent modification and advised that me she or her supervisor would call me back once the proper department and team reviews, on XX/XX/XXXX. XXXX advised, that I should receive a call by Thursday, XX/XX/XXXX. XXXX, did provide some relief by stating that the executed permanent modification was scanned to my case file and clearly noted the mortgage amount of {$1400.00} I called XXXX XXXX once again to assist, me with the investigation and navigate on my behalf. Your agency has assisted me twice with issues I experienced with Ditech and always provided step by step updates and resolving the issue. I have samples of the many correspondence, ratifying back to XXXX to Ditech. I wanted to share with you. If you are in need additional assistance and or information, I can be reached at XXXX or XXXX or XXXX Looking forward in speaking with you.

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