Consumer complaint received 2019-05-22
Company: Ditech Financial LLC
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
To whom it may concern, My name is and I am a customer of yours, account number, in XX/XX/XXXX My wife and I had entered chapter XXXX bankruptcy due to overspending and being heavily in debt. We never missed a payment but realized that we were not getting ahead. When our case was filed, the courts ordered an escrow analysis on our account. When the results came in it was noted that our account was short the cushion that is required, so in turn raised our payment to accommodate the shortage. We were never mailed said analysis nor were we notified. Even after the analysis was done, we received a statement with our old amounts on it even after the date was given on the analysis said they would raise. When we finalized our case and signed all the paperwork, we did not notice the raise in our payment. So, we continued to pay the old amount for 48 months. If we would have received an analysis, or if would have been sent to the courts or my attorney, the next year I could have adjusted my payments then I would not be in this predicament. 
In XX/XX/XXXX we received a statement with all the numbers on when that hadnt been the case before due to the federal law and the new changes. After reviewing the statement, I noticed that we had what was called monies in suspension so I inquired about this and that is when I found out about the arrearages. I instructed my Wife, who pays the bills in my house as with most households to start paying a little extra on top of the new amount. So, we proceeded to do so for the 12 or so months. 
In XX/XX/XXXX I pursued this matter even more and started to do my own digging and concluded that your company has not done an analysis for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. After many phone calls to your customer service dept. We finally realized this, however no one in the department would or could not answer the reason why. So, the person I was dealing with expedited an analysis for XX/XX/XXXX and the previous years however those years were not performed. 
I have been calling about this matter for 2 months now, if not every morning but close to it. I have reached the customer care person, the escrow person the director of that division and so on. 
After receiving the payment history from my insurance company and my property taxes and performing my own analysis there are some discrepancies that need to be addressed. 
Bankruptcy is stressful enough but the process of getting this straight is very taxing. And all I want is when I come out of Bankruptcy in XX/XX/XXXX that it is a smooth transition and I can move forward without any further blemishes on my credit report. 
I am writing this letter for your assistance in this matter as I am not getting anywhere with the customer service, I keep calling every day. I am a man that if I owe, I will pay but you must give me proper documentation stating so. 
Thank You

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