Consumer complaint received 2019-08-22
Company: Ditech Financial LLC
State: LA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have been trying to work with my mtg company just to figure out my options. They will not communicate with me. I send electronic messages through their website with no response other than the auto generated we have received your request. Same thing with postal mail. I get a letter that states my request has been received and will be answered in 30 days and after the XXXX days I just get another letter stating the same thing. I call the phone number and the person that answers tells me I have to speak with my assigned account representative and transfer me to said person whos name changes very frequently and I get voicemail every time. I leave messages with no return phone call. I submitted via their upload option an application for loan modification in XXXX with XXXX response. Strangely when I try to use the complaint system it gives an error and will not let me hit send. I have screenshots of all that has occurred on the website and voice recapturing a of all of my transfers to voicemails. I live in Louisiana and in XXXX after no phone calls again. I drove to the address on my bill in XXXX XXXX South Dakota and the building is deserted. I will include the transcript of the chat I had with them concerning this. I am also receiving letters stating my escrow account is in the negative and I need to pay thousands funny thing is I dont have an escrow account. I next got a letter stating that was a mistake only to once again get another letter that my escrow was behind. I fell behind due to a combination of the death of my spouse and job lay-off. During the entire time which started in XXXX I made a payment every XXXX days without fail. I just could never catch up the ones that were behind. So in XXXX of XXXX they offer me a loan modification and the loan XXXX who I spoke with on a weekly sometimes daily basis for 5 months instructed me over and over not to make my monthly payment because it would help to indicated my hardship and increase my chances of being approved for the XXXX modification. I expressed my concern about this several times only to be reassured that even if my application was not approved I would have other options and would not be expected to come up with any lump sum of money. I have recording of these conversations as well. Application was denied and I got a letter stating I had 30 days to come up with XXXX dollars. When I call to talk to the loan XXXX who promised this would not happen I was told he no longer worked there and we are so sorry but he advised you wrong. So off to an attorney my account went and the total amount I now owed was XXXX dollars. So I pooled every resource I had and took the money to an attorney in XXXX of XXXX told me I would be receiving a refund for them not having to pay to advertise my property and also for not paying the typical fees for sheriff sale. He said to expect around XXXX XXXX dollars back The paperwork stated this amount was to bring my account current through XXXX I was told my regular payments would be due on XX/XX/XXXX of XXXX and my loan maturity date was XX/XX/XXXX of XXXX. I might should have started with my ex husband was an XXXX and this loan is for a single wide trailer bought new in XXXX valued around XXXX ; XXXX. Financed at 8 % interest FOR XXXX FREAKIN YEARS! So I assure you I have more than paid for my home. So XXXX comes along and I go to my online account only to find it states my payments are behind What????? How can this be. I also see that there are unapplied funds on my account for around XXXX. The next day i call to discuss this I am told that the XXXX payment was never made. So here we go again. I ask about the extra money on my account and I am told I need to contact the attorney. I have request over XXXX times by phone and mail for a detailed statement of what my XXXX dollars was applied to and I want more of an explanation than attorney fees. And there are insurance disbursements for crazy amounts all the time. I have screenshots of that as well. I am just at a loss I have considered an attorney but was told the mtg company just filed bankruptcy so it wouldnt do much good. The only option to make payments is on ther website and it will only accept the full amount. Also I received a letter from my insurance company that stated my policy was canceled as requested by lender and return premium was sent to them. Where did that money go???? Crooks they are just crooks.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation