Consumer complaint received 2019-11-22
Company: Ditech Financial LLC
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In early XXXX, I changed homeowners insurance companies to XXXX XXXX. Previously my homeowners insurance was through XXXX. Ditech paid XXXX XXXX for my new policy and directed me to sign and forward the refund check from XXXX to them. After the first check " not arriving, '' XXXX reissued me another refund check in the amount of {$760.00} for the homeowners insurance payment that was made on XX/XX/2019. I resent the check with a tracking number this time and it miraculously was received by Ditech and deposited into my escrow account on XX/XX/19. In the meantime, Ditech had provided me my annual escrow analysis on XX/XX/19, which we knew would be inaccurate due to the change in insurance companies and the refund not being received/deposited before the escrow analysis was complete. Included in the refund check deposited on XX/XX/19 was a handwritten request for Ditech to rerun my annual escrow analysis now that the appropriate funds were back in my account. This never happened. I logged into my account a few days later to see the {$760.00} that was just refunded and deposited back into my escrow had been disbursed via check # XXXX on XX/XX/19. After many phone calls I was able to finally speak to someone in the insurance department who had no explanation why someone had disbursed these funds and to who they had been disbursed. A customer service rep told me it was disbursed to XXXX XXXX. At this point I informed him we wired XXXX XXXX {$690.00} on XX/XX/19 and asked him if it made sense to him to pay XXXX XXXX not only twice but two totally different amounts, to which he said it didn't make sense to him. I contacted XXXX XXXX at this point, which to date never received a check. With the help of the woman in the insurance dept at Ditech I had my " stolen '' money ( {$760.00} that had been supposedly disbursed to XXXX XX/XX/XXXX via check # XXXX ) returned to my escrow account on XX/XX/19. I thought my problems would end there since I also indicated to them that my future escrow activity is inaccurate as it now shows the {$760.00} being my next distribution to XXXX XXXX rather than the {$690.00} that we actually paid and that that would need to be corrected and a new escrow analysis would need to be completed since the refund was not included in the initial analysis. I patiently waited a week before contacting Ditech customer service on XX/XX/19. To say the customer service rep was unhelpful would be too polite. He told me there was nothing he could do and that my account was still listed under review and it would be completed on XX/XX/19 ( over a week after my conversation with the woman from the insurance dept ). I asked to speak to a supervisor that was working on this previously with the insurance dept. To no surprise she wasn't in and he said he would leave her a message. I never received a call back. On XX/XX/19, a week later, I again contacted customer service because my escrow information is still not correct and a new escrow analysis has not been conducted. This gentleman tried to be helpful and tried to get my review expedited. He also informed me a request for a new analysis had never been submitted. While he seemed helpful, his hands were tied because he " couldn't even reach his supervisors '' to try to get my review expedited or to get me someone to speak to. The best he could do is put me through to their voicemail. While this was only at XXXX yesterday, I still have not received a call back and am not optimistic to receive XXXX. I feel like I have gone above and beyond to get this corrected with XXXX help from Ditech, aside from getting my " lost '' money replaced. My next payment due on XX/XX/2019 reflect a whole new payment based on this inaccurate escrow analysis. Ditech is now charging me {$100.00} more a month, which is in error. My escrow shortage was stated to be {$890.00} when in reality it should be closer to {$130.00}. They've given me the option to pay that shortage and have my monthly bill go up to {$820.00} or not pay the shortage and pay {$890.00}, which is the amount they are expecting from me on XX/XX/XXXX. I refuse to pay a shortage that is 8x what my actual shortage is and at this point I feel like I am going to be forced to pay a much higher monthly payment on XX/XX/XXXX because Ditech has failed to provide an accurate escrow analysis for over a month and a half. I have asked countless times now for a new analysis both in writing and verbally. I feel I have no choice now but to take my complaint to the CFPB as Ditech is clearly in violation of RESPA 1024.17.

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