Consumer complaint received 2019-06-01
Company: Ditech Financial LLC
State: OR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Many phone calls have been undocumented, but emails, faxes and written letters have.

I noticed XX/XX/XXXX that monthly payments were not coming out by autopay from my XXXX account for 3 mo, but were being paid, according to Ditech ( coming out of someone elses account ). There was an account number mistake. So XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX was unpaid by me from my XXXX  account, despite being set up for Autopay. I called and made a lump sum payment on XX/XX/XXXX of {$5500.00} being for XX/XX/XXXX {$1800.00}, XX/XX/XXXX {$1800.00}, XX/XX/XXXX {$1800.00} After that regular payments were made by autopay out of the XXXX account.

XX/XX/XXXX, email from Ditech to me, response to my contact regarding XX/XX/XXXX payment. Ditech says a payment was returned. My bank records show all payments were made and I supplied Ditech with my bank statements to prove this. Ditech said they would respond by mail.

XX/XX/XXXX. Letter from Ditech. Received my question XX/XX/XXXX will respond within 30 days.

XX/XX/XXXX. Tracking Reference # XXXX ( Email ) In response to your phone call XX/XX/XXXX, we have completed our research and have resolved the issue ( s ). Sincerely, Ditech. It was not resolved. Ditech maintained that a payment was returned.

XX/XX/XXXX. Letter from Ditech. XX/XX/XXXX Ditech says they received my payment from XXXX {$2100.00} which was applied to the XX/XX/XXXX payment. XX/XX/XXXX Ditech says they reversed {$1800.00} for the payment received XX/XX/XXXX! They say they were notified XX/XX/XXXX, delayed more than a yr! This payment should have been reversed a yr ago along with 2 others that had been paid by someone else. All 3 pmts that were missed due to an account # mistake were pd in a lump sum XX/XX/XXXX. I have no idea what they did on their end ( Ditech ) with the payments that were received from someone elses account for those 3 months ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) XX/XX/XXXX Letter from Ditech saying I have a missed payment of {$1800.00} ( amt of XX/XX/XXXX pmt ) along with a late fee of {$89.00} for a total of {$1900.00} past due. There was no indication of when this late lack of payment occurred. Only now am I figuring it out.

Spoke w/ XXXX XXXX Ph XXXX after receiving the letter. Mentioned there was an audit and in XX/XX/XXXX there was a reversal XX/XX/XXXX for {$1800.00} ( the XX/XX/XXXX payment that was paid by someone else from another account ).

XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, Letters from Ditech notifying me of a missed payment, past due amount {$1800.00} Not even sure where this amount comes from. It's not any of the 3 payment amounts from XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX.

XX/XX/XXXX Called Ditech. Spoke to XXXX XXXX XXXX. Told me I needed to submit a written dispute for missed payment from XX/XX/XXXX ( which was wrong, was XX/XX/XXXX ) with supporting documentation of bank statements ( which I did, but I provided what he asked for, which was XX/XX/XXXX-XX/XX/XXXX ) instead of XX/XX/XXXX. I submitted the dispute in writing by certified mail and email to XXXX@Ditech.com XX/XX/XXXX I tried contacting them again and received an email XX/XX/XXXX RE : Written dispute for missed payment. Thank you for your correspondence. Your documents have been forwarded for appropriate processing.

XX/XX/XXXX Another Letter from Ditech notifying me of a missed payment, past due amount of {$1800.00} another random amount that doesn't match anything.

XX/XX/XXXX Letter from Ditech with a packet of papers ( 13 pages ) detailing the payment history for the account starting XX/XX/XXXX to XX/XX/XXXX. Shows the payments made ( not from my account ) for XX/XX/XXXX/XX/XX/XXXX/XX/XX/XXXX. Then my lump sum payment of {$5500.00} XX/XX/XXXX which was all applied to principle, which was then reversed ( returned check ) a day later. On the same day XX/XX/XXXX returned check totalling {$1800.00} ( the XX/XX/XXXX payment ). On XX/XX/XXXX payments were made from suspended funds for {$3700.00} however it does not add up to the XX/XX/XXXX/XX/XX/XXXX amounts should have been {$3700.00} Then a returned check on XX/XX/XXXX a year later for {$1800.00} the amount of the XX/XX/XXXX payment.

I've paid every amt each month since XX/XX/XXXX and the slate should be clean.

To resolve this matter 1. the XX/XX/XXXX payment of {$5500.00} needs to be reinstated and applied to the XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX payments for principle, interest and escrow. There was no missing payments ever. I do not owe Ditech anything other than monthly payments which have always been on time and paid by autopay from an account that has always had enough funds to pay. I am willing to provide any documentation necessary to prove I have paid every monthly payment on time to the full amount.

2. Remove any late fees.

3. Apply the unapplied amount to resolve the XX/XX/XXXX payment that should have been paid, not returned.

4. My credit report needs to be restored, remove any evidence of late payments, and restore my credit score history as regards to accounts with Ditech.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with monetary relief