Consumer complaint received 2018-01-17
Company: Ditech Financial LLC
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Ditech 's communication practices to their customers are disconnected and unjust. 

On XXXXXX/XX/XXXX, I received correspondence from Ditech, my mortgage lender. The envelope was post marked XXXXXX/XX/XXXX and the letter was dated XXXXXX/XX/XXXX. The correspondence stated it was my 2nd and final notice to obtain flood insurance on my property. This was the first correspondence I had ever received. 

I contacted the company immediately the night of XX/XX/XXXX and spoke to a representative who informed me that the first correspondence went out on XXXX. I never received this correspondence. The representative then informed me that I had until XX/XX/XXXX to get flood insurance or according to their policy they would be buying the insurance for me and charging me for it. 

When this representative could not provide me with information or options I asked to speak to a supervisor. XXXX, a company representative, is who I was transferred to. I explained the situation to her and asked what my options were. She stated I had 3 business days to get insurance purchased on my property and that there were no extensions allowed. Neither representative could explain why I had n't received the XXXX correspondence nor could they explain why it took from XXXX to XXXX to get the 2nd correspondence. XXXX then stated they " assume '' the customer gets the correspondence when they have n't heard back from the customer. XXXX then put me on hold to check with another department, she stated. She never returned to the line and in fact, stuck me into the automated system where I was told the current wait time was 20 minutes. 

I immediately called the company back and asked again to speak to a supervisor. I was connected with another employee who graciously provided her name and employee ID and promised she would help me. I once again explained the situation and once again she had no options for me or explanations as to why the disconnect in communication from this company to its customers. She offered to transfer me to the flood determinations department but they were no longer open for the evening. She offered to file a complaint for me to the CFPB to which I authorized her to do as a result of the communication disconnect. She encouraged me to spend the next 3 days obtaining flood insurance quotes. 

As the call ended, I was left with the impression that I had 3 business days to get insurance or the company would put a policy in place and I would be charged. I found out the next morning that there is a 30 day waiting period for flood insurance anyway and it is not something you can get immediately. This confirmed that I had no recourse in this matter at the present moment. 

Ditech has not provided me with any information as to what may have changed about my property that it would all of the sudden require flood insurance. Where did they get this information from? Are there documents to prove this claim? Where are my copies of these documents? I have many more questions and no one from Ditech was able to answer my questions. They could n't even answer why the correspondence they sent out took 8 days to arrive. 

I am not including a copy of the letter they sent me as they can view this in their own system.

Company response to consumer: Closed with explanation