Consumer complaint received 2018-09-16
Company: Ditech Financial LLC
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My residence is located on XXXX XXXX XXXX XXXX, XXXX XXXX, New Jersey. 

On or about XX/XX/XXXX, an insurance payment in an amount XXXX XXXX XXXX XXXX and XXXX dollars was remitted to me ( XXXX ) and mailed to Ditech for co-endorsement. This was a result of water damage to my home caused by a broken water main pipe. I mailed the check for co-endorsement as directed by the insurers. 

On or about XX/XX/XXXX the check was returned to me by Ditech and deposited shortly thereafter, where it remains pending final resolution of insurance claim. 

Subsequent to receipt of the co-signed instrument on or about XX/XX/XXXX, I received a notice from Ditech advising of an escrow shortage that coincidentally, almost mirrored the amount of the insurance payment. 

The timing of the assessment and notice of the option of a one- time payment of more than six thousand dollars or a XXXX XXXX dollar increase in my monthly payment, prompted my request, for the third time in seventeen years for escrow cancellation. This unexpected shortage puzzled me, especially since I received an escrow surplus check in XX/XX/XXXX as a result of a reduction of XXXX On or about XX/XX/XXXX, I submitted a Qualified Written Request to Ditech for escrow fund cancellation. This, I hoped, would allow me to manage my escrow funds and realize the monetary interest benefit of same. 

The request was, once again, denied. 

Subsequently, correspondence from Ditech received on or about XX/XX/XXXX advised a review/consideration would be executed and results could be expected in mid or late XXXX. 


Unfortunately, two separate pieces of correspondence arrived, both dated XX/XX/XXXX : 1. Signed by XXXX XXXX, Customer Service Correspondence Supervisor indicated the following : Your request to cancel escrow has been forwarded to our Escrow Department for review. Our Escrow Department is scheduled to review your request writing 20 days. Once they have completed their review, you will be notified of their decision.

2. An anonymous response, dated XX/XX/XXXX erroneously noted that my initial request was received on XX/XX/XXXX. The request was received during the month of XXXX. 

In addition, the request for cancellation of escrow payment denial was buttressed with the statement that The escrow account, may also be called an impound or trust account. 

Moreover, without documentation or explanation the following items on the list of reasons : a. Payments in the past 12 months have been 30 days past due or significantly late. 
b. Funds have been advanced on your behalf to pay unpaid expenses and those funds have to be repaid. 

I am at a loss, based on the above, as to whether there is a culture of collaboration among the departments within Ditech that handle the accounts of so many working and elderly who struggle to manage their accounts in regard to their ability to live without the Sword of XXXX is wielded by a corporation that has not learned from its mistakes. 

There appears to be a lack of coordination, consistency, and an environment lacking in a milieu that encourages a service-oriented camaraderie that encourages productivity and a desire to excel. 

Over the past seventeen years, this mortgage has been serviced by, no less than three companies. This company, no matter what they call themselves, appears to be, as evidenced by published complaints, well versed in disservice, as opposed to service. 

After my complaint to your agency, some years ago ( XXXX ), I was inundated with mail regarding credit repair and loan information from XXXX/Ditech. Although I requested, in writing, and was assured there would be no more telephone or written solicitation that practice did not cease until XXXX. 

Presently, I do not anticipate a repeat of that behavior, as I deem it harassment. 

Finally, this inquiry is in regard to whether, as a consumer : a. I am entitled to a thorough and efficient review of my request. 
b. I am entitled to more than a check off list with expanded or documentation of the standards applied to the request were deliberately or capriciously dismissed, as evidenced by a written assurance of further consideration and a denial of request, dated on the same day. 
c. If Ditech has an obligation to delineate the nature of advanced funds for unpaid expenses that I am required to repay. 




It appears the climate at Ditech is one where the right hand does not know what the left hand is doing, so to speak. That being said, I have no confidence in regard to the results of the Ditech investigation of my ability to manage my escrow account. 



If would appreciate a clearly written explanation and documentation ( expansion ) of the reason for rejection. Any assistance will be greatly appreciated. Given the business dealings of this corporation, it is possible, not unlike humans ; the organization is capable of making an error.

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