Consumer complaint received 2018-09-25
Company: Ditech Financial LLC
State: OK
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
We have been trying to get a loan modification on our home since XX/XX/2018. Once we filled out the loan modification application we were told to check back weekly on the status but that it generally takes 30 days for the processed to be completed. I have called this company weekly to inquire about the status of the loan modification or loss mitigation process. It was only through these calls that I made that I was able to know about what was going on in the process as I did not receive any calls regarding how it was progressing. It was only through My calls that I would find out that the company would or would not require any additional information. I submitted our pay stubs several times and even submitted a report from my husband 's employer when I was told that Ditech was unable to read the dates on my husband 's pay stubs. We had to fill out another completely new form at one point to start the process all over because, after a call to the company, we were told about the issue with the pay stubs. Then the company told us at one point during one of my many calls to them that our house had gone into foreclosure and not to send any more money in as it would only be returned. Not once did we receive any documents stating this fact. Because of the time that the company took to make a decision on our loan modification and their stating not to send any more payments has caused us to be several months behind on our payments. This has escalated the amount that will now be due to reinstate the loan to an amount that is ridiculous. Had the company excepted payments this amount would not be so much. It is due to their lack of communication either verbally or written that and their lack of timely processing that has allowed our house to even get close to the foreclosure status. I previously had requested a copy of our loan and never received it. Today before filling this complaint out I called the company to inquire about what type of loan that we had. I was questioned by the representative as to WHY I wanted to know what type of loan that I had. She kept asking what I needed this information for. Regardless of what the reason or why the reason I had the right to inquire and obtain this information. This company has not been consistent with the information that has been given to me over the phone about my loan modification process and I have found that I need to call at least twice if not three times back to back and ask the same question then take the one that matches the answers from at least two representatives. We were given a name and direct number and extension for our account representative but was only able to reach him during this process a couple of times. Our representative did tell us that if someone else took the call and that we needed to speak with him directly that we were to instruct the rep that took the call to email him and tell him that we needed to speak with him so he could call us. We even met with problems with other reps that took our call when I asked to have them email him. One even told me that there was no reason for him to email our rep in charge of our account because he would just tell us the same thing that he had. We never got a call from our rep over our account on any of these occasions. I believe this company deliberately withheld our loan modification with their lame excuses so that our house would go into foreclosure. All we wanted was a chance to get current and to continue to make our house payments so we could remain in our home. I know everywhere that I look online that countless people are or have had problems with this company and I think its time that something is done to help the people who are honestly want to make their house payment and remain in their homes. This company also paid our taxes one time because we had overlooked them. Since then the company pays our taxes before the due date and we never even see what our taxes are because we don't see a statement for the taxes. They refuse to allow us to pay the taxes. They add this amount to our monthly amount due. They also added insurance on our house when my husband was on workers comp. We found out that the company that paid the weekly benefits on the worker 's comp and were also the company that we had our home owner 's insurance with were not taking it out of the weekly benefits as they had been doing on his work check, therefore, our coverage lapsed. They chose an insurance company that was expensive and offered no coverage except on the home. Then once we filed a claim with the insurance company on our roof, the mortague company held the check XXXX and refused to sign it and return it to us so we could pay our contractor, stating that this is their policy and that they would pay the contractor.

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