Consumer complaint received 2019-09-23
Company: Ditech Financial LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/2019 I contacted Ditech customer service to inquire about options available as we were struggling to make the mortgage payments especially after the last payment amount increase in XX/XX/2019 due to an error made by the company managing the escrow account. 
I was provided with an application and instructions for a loan modification request. As for the escrow error, I was told that I could request that the escrow account be corrected but that I must submit a written request explaining the amount. I was told that within five business days of the loan modification team receiving my completed packet I would receive a letter stating that my account was being reviewed and the process could take up to 30 days. The escrow account would be a separate matter, I would receive a letter acknowledging my request to have the funds refunded to my escrow account within 10 business after receipt of letter. The approval or denial of the request would then be determined and an additional letter would be mailed out. 
I faxed in the completed application and requested documentation for the loan modification on XX/XX/2019 to the designated fax number. I also faxed, to a separate number given for the escrow request, the written request and supporting documentation of the charges posted to my account for an error ( not paying the city taxes ) made by the escrow company. I had been previously assured, at the time the taxes were finally paid, that I would not be charged this money, as it was the company 's error ( Ditech was the mortgage  service provider for the previous homeowner as well, and had paid property taxes at this address the previous five years ). 
I called after I had submitted the fax to confirm it had been received with all of the pages and was told additional documents were needed. I promptly faxed the documents in on XX/XX/2019. I waited to receive a letter from Ditech. Nothing arrived so I again called back and was again told more documentation was needed. Again, I complied and faxed in the documents on XX/XX/2019. I called in to ensure that the documents were received and was told they were. At that time, and every time since then that I have called, I have been told everything is complete on my application for loan modification. 
I have called two to three times a week since mid XXXX trying to make sure that both requests were being reviewed, as I still have not received any written acknowledgment on either request from Ditech, nor has my loan modification application been reviewed by an underwriter. I have been told by representatives that emails requesting that I be contacted, a letter showing receipt of packet, an email showing the application is in process, requesting to escalate the level of need for my request, etc. were being sent to the respective departments on my behalf. I have spoken to supervisors who have " escalated '' my requests. I have been assigned a designated contact person regarding the loan modification and still have made zero progress. I have reached out the HOPE hotline and requested information on what else I can do to accomplish these two things with Ditech and was given resources to try, this web site being one of those resources. Sadly, after a tremendous number of hours and effort working towards resolving these issues, I still have not even been acknowledged.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with non-monetary relief