Consumer complaint received 2019-09-20
Company: Ditech Financial LLC
State: MS
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Mortgage Dispute Notes Account XXXXXX ( Ditech calls and actions ) : 1. XX/XX/XXXX - Made first call to XXXX to inform them of XXXX, XXXX payment posting to my bank account on XX/XX/XXXX. Was instructed to fax proof of payment to XXXX, which I did. 
2. XX/XX/XXXX Made second call to XXXX, as no information about XXXX payment is showing up, when I log in to Ditech.com. Was instructed to re-fax proof of payment to XXXX, which I did. 
3. XX/XX/XXXX Made third call to XXXX, Spoke to ext. XXXX. Was instructed to email proof of payment to customer.service@ditech.com, which I did. 
4. XX/XX/XXXX Made fourth call to XXXX. Spoke with XXXX at ext. XXXX. Was instructed to email proof of payment ( bank statement ) to his lead at XXXX, which I did. 
5. XX/XX/XXXX Received mail correspondence from Ditech regarding my mortgage account being 41 days past due. Attempted to call account liaison, but the office was already closed. 
6. XX/XX/XXXX Fifth call to XXXX. Spoke with ext. XXXX and was informed that the information had been sent by XXXX XXXX to the research dept., but they had not found the payment. Suggested that I might call my bank to have them track the payment. 
7. XX/XX/XXXX Spoke to XXXX at XXXX XXXX XXXX. He gave me the electronic tracer numbers for my XX/XX/XXXX Payment and my XX/XX/XXXX payment. 
8. XX/XX/XXXX Spoke with Ms. XXXX, at ext. XXXX and gave her both electronic tracer numbers. She placed them into the account and requested that I call back on Thursday of next week ( XX/XX/XXXX ). 
9. XX/XX/XXXX XXXX Called XXXX ( XXXX XXXX ), account liaison, ext. XXXX ( she gave a different ext. number, that I didnt catch. She is currently trying to get in touch with XXXX at XXXX. XXXX payment has posted to the mortgage account. XXXX XXXX was unable to reach XXXX or XXXX. She is going to see if her supervisor would accept my email and get it imaged to the account. XXXX bank statement emailed to XXXX. 
10. XX/XX/XXXX XXXX XXXX payment has still not posted to mortgage account, calling XXXX XXXX, at ext. XXXX ( she gave ext. number as XXXX ). XXXX informed me that I had a balance of XXXX due and asked if I was able to make the payment. I replied that I have already made the payment and that this is my 7th call regarding my XX/XX/XXXX payment, which has not posted to my mortgage account, but has definitely come out of my bank account. XXXX stated that the emailed bank statement was forwarded to research dept. and imaged onto the account. XXXX I was hung up on after being on hold for 10 minutes. Called back at XXXX, speaking to? at ext. XXXX. I was told AGAIN that I would need to call my bank and have them find the money. 
11. XXXX Called XXXX XXXX, speaking to XXXX. There is nothing she can do, beyond giving the electronic tracer number, because the transaction was electronic. It appears the payment is lost in space 12. Husband called on XX/XX/XXXX. The person he spoke to assured him that they were working on finding the payment. Stated that they were extremely short staffed, at this time. 
13. XX/XX/XXXX Received alert from XXXX XXXX. Lost delinquent payment has been reported to the credit bureau. XXXX Calling Ditech back. Spoke with XXXX, and expressed my anger over the length of time it has taken to get this issue resolved. She stated that the issue is still in research. I asked to speak to someone in that department. Held until XXXX, when I spoke to a manager ( XXXX ). XXXX gave an estimated time of resolution by COB today, and stated that he would call me back. Today. XXXX did call back at XXXX XXXX, but only to let me know that the issue has still not been resolved, and they are fervently working to get it resolved. 
14. Lost payment issue was finally resolved, when 2 payments were applied in XXXX, and the delinquent payment was removed from credit reports. However, because our XX/XX/XXXX payment was paid in XX/XX/XXXX, our mortgage interest paid for XXXX was significantly lower than it should have been. Tried to get it fixed, but could not. 

Mortgage Dispute Notes Account XXXX ( New issue discovered on XX/XX/XXXX ) : 1.   XX/XX/XXXX XXXX XXXX : Received an email from XXXX  XXXX, stating that Ditech has returned our XXXX payment, due to an invalid account number. Our account number has been entered into our electronic billing system for the last 4 years, and has never been changed. 
2. XXXX XXXX : I called customer service at XXXX and spoke to XXXX. She stated that the payment was never received. I corrected her and told her it must have been received because the funds had clearly been taken out of my bank account, and I am now just waiting for them to be returned so that I can make the payment again. I informed her that I would not be paying a late fee because of their mistake. She informed me that she would send a dispute letter, in order for us to dispute any late fee added. She, then, proceeded to try to sell me new homeowners insurance. I told her I was not interested in anything else from Ditech, and that I was done talking. 
3. XX/XX/XXXX Did not receive a dispute letter, but did receive a packet from Ditech to inform us that we are in danger of losing our home, due to our account being 2 months overdue. ( Our XXXX payment was made on XX/XX/XXXX and XXXX was made on XX/XX/XXXX ). I attempted to call customer service at XXXX XXXX, however, no representative was available, though the hours posted are XXXX XXXX to XXXX XXXX. 
4. XX/XX/XXXX XXXX Called XXXX. Spoke with XXXX at ext. XXXX. She informed me that I had a balance of {$1100.00} due, and asked if I could pay it today. I informed her that they had already received both payments, and I told her the dates on which the funds were taken from my bank account. She told me to fax my bank statement to XXXX, along with the front and back of each cancelled check. I told her that the statement wouldnt be a problem, but that this is an electronic ACH, and there is no piece of paper showing that it was deposited by Ditech. All I might be able to get for her was an electronic tracer number. XXXX went ahead and filed a complaint for me, before hanging up. I emailed the bank statement to customer.service@ditech.com instead of faxing it. It stated : Hello, Please see my attached bank statement, which should provide sufficient proof of payment. However, I've been through this before with this company, and I have zero hope of it being resolved quickly. Please know that I am extremely tired of making phone calls, as is my husband. 

Before you ask, NO, my bank does not send a check. It is an electronic ACH. The only thing they can give me is a tracing number. The account number has never changed. 

If this becomes a drawn out issue, like it was the last time, I will get a lawyer. That is not a threat I have ever made to anyone. I'm not taking this lightly. One mistake on your part is one thing, but this is completely unacceptable. 

Sincerely. 

5. XX/XX/XXXX Received email stating that my XXXX statement was ready. Checked it on Ditech.com. It states that we now owe {$1600.00}, and must pay this amount to bring our mortgage current. Luckily, they have provided a name and number for our account representative XXXX XXXX at ext. XXXX. Im calling her now. 
6. XXXX Spoke with XXXX, not XXXX. He was able to pull up the email I sent, along with all of the bank statement pages. He said it was good that they had all of the information, but it would still take at least 30 days for the money to be found. He encouraged me to call back on XX/XX/XXXX.

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