Consumer complaint received 2017-10-04
Company: Ditech Financial LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XXXX/XXXX/XXXX we had a fire in a room of the home I called our homeowners insurance to file a claim and was told that we did n't have any insurance and that our policy had been cancelled due to non payment on XXXX. I called Ditech which is our mortgage co. on XXXX/XXXX/XXXX to see why they stopped paying our insurance, our insurance and taxes are included in our mortgage payment, the person I spoke to told me to call back the next day because it was to late in the day. Could n't call back the next day because it was a holiday weekend. Called Ditech back on XXXX/XXXX/XXXX they told me to call the ins. co. back. I called the ins. co. back on XXXX/XXXX/XXXX and they told me they could rewrite our policy but we would have to pay a {$120.00} fee. I called Ditech back on XXXX/XXXX/XXXX they kept transferring me to a different person, I spoke to at least 4 or 5 different people that day until I refused to be transferred again and the last person I spoke to said that she could find no authorization anywhere to stop paying our ins.. I called Ditech back on XXXX/XXXX/XXXX and on XXXX/XXXX/XXXX left a message for a person named XXXX he did not return my call. Called Ditech on XXXX/XXXX/XXXX and they told me it was cancelled on XXXX per insurer 's request. I called the ins. co. back on XXXX/XXXX/XXXX and spoke to a XXXX XXXX she told me that she looked through the documents in our account and found nothing showing where they requested cancelling our ins. policy. She said it was cancelled due to non payment by the mortgage co.. They sent a renewal notice to the mortgage co. on XXXX/XXXX/XXXX and they did not respond. I called Ditech back on XXXX/XXXX/XXXX the lady that was helping me put me on hold and then the automated service came on and said please hold for the next available representative. When somebody came back on the line it was a man so I had to explain the situation to him he told me that the mortgage on the home must be through another company because the address was different from our mailing address. The home is the main dwelling on the property and it alway 's has been. He told me that the address of the home was not anywhere on the documents that they had he told me to call back in 5 business days. While I was waiting for the 5 business days to pass there was an electrical fire in the bathroom of the master bedroom on XXXX/XXXX/XXXX. The fire department called XXXX & XXXX and XXXX. our electric co. to come out and they shut off the utilities until we have a licensed electrician come out to fix the wiring. Meanwhile my mother in law who is 80 year 's old and my daughter and her boyfriend whom live in the house do not have a safe place to live. We get our water from a well which has a pump that services both homes on the property so without electricity our home has no water also and my husband is a XXXX XXXX who I care for and we need the water to be working. We all live on a fixed income so neither one of us have the kind of money it 's going to take to recover from this without our insurance. I did contact the Red Cross for assistance but they could only help with a little bit of money just to get by. I called Ditech back on XXXX/XXXX/XXXX spoke to a woman explained our situation to her and she put me on hold and then transferred me to a man named XXXX and I had to explain our story to him and we argued for about and hour until our call got cut off. While we were talking all he would say is that the reason they stopped paying our ins. on the home is because they only have our mailing address on there documents and that is the address they are tracking and paying the insurance for. There is XXXX homes on the property the main dwelling and a mobile home which is an additional building. We live in the mobile home and my mother in law lives in the house the mortgage company has been paying both insurance policies since we have had the property with no problems and then all of a sudden they stop paying our insurance without any notice to us at all.

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