Consumer complaint received 2018-04-07
Company: Ditech Financial LLC
State: SC
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX I received a notice from ditech that I had an escrow shortage on my account due to a increase in property taxes. I immediately contacted their escrow department and the local tax office which advised me the amount charged was in error and all I needed to do was send a check for the shortage and the issue would be resolved. Not knowing the exact amount, I sent a check for {$2400.00} to the escrow department in XX/XX/XXXX which has been cashed and cleared, a day later I receive a letter stating I owe '' {$1800.00} '' not {$2400.00} which I had sent ; again I call ditech service and they assure me I would be mailed a live check for the escrow overage in 2-3 weeks. XX/XX/XXXX I make several calls to ditech service to figure out what my updated monthly payment will be now that the escrow issue has been resolved ; after 10 attempts hours of waiting on hold being misinformed by countless employees I finally reach a supervisor in Arizona ( XXXX ) and he advises me my account has been updated and all of the issues have been resolved. I stress to him the importance of not having any late payments on my account or my credit reports as I have NEVER had any in the past, and he stated " you will not have a late payment because I am going to take your payment over the phone and also waive the over the phone fee. '' He verified the exact amount due of {$1100.00} which was deducted from my account on XX/XX/XXXX. XX/XX/XXXX I started receiving letters stating my XX/XX/XXXX payment has not been made, my escrow account is short {$430.00}, my account has been turned over to collections for non payment etc. I again call ditech wait on hold for hours on Monday XX/XX/XXXX, I speak with XXXX in Arizona who states " my XXXX payment was not posted to my account because it was short {$32.00} ''. I ask how could that be when a supervisor in your department told me what to pay and even deducted the money from my account. she stated she does not know why he quoted that amount and also why there are so many discrepancies with my account and also could not figure out where the {$2400.00} I sent in for the escrow overage ( which was deducted from my account ) had been applied. After hours of going back and forth she again assured me the issue would be resolved in 24 hours, my payment would be correctly applied any late fees would be reversed as it is all ditechs fault, and she would reach out to " the credit depts to make sure there was no negative impact on my credit reports '' She also confirmed my contact info and promised she would follow up with me the next day just to confirm everything had been resolved. I told her I had zero faith and trust in ditech due to the nightmare I have been going through for the past few months and she re assured me everything had been handled. XX/XX/XXXX, I receive two letters from ditech, one from collections and one advising me on how I can seek help to avoid foreclosure? I never received any type of follow up from XXXX as promised, so I call service again wait on hold for an hour talk with XXXX a supervisor in Arizona and again she states she will have everything resolved in the next 5 days but in the meantime she will make sure my XXXX payment is updated to show paid on time and corrected, reverse any late fees and reach out to their credit departments to make sure there are no negative impacts to my credit report. She has also stated " she will monitor my account and follow up with me ''. Today XX/XX/XXXX I receive notifications from my credit monitoring that ditech has posted to all three credit bureaus that I am in default of my mortgage. This is not only false but it has caused my scores to drop from the mid 700 's to 600 's. Also, I am in the mortgage field and can not have any blemishes on my credit reports which is why I stressed the importance of having this updated and corrected a month ago but I am only getting the run around. This is a very serious matter concerning my mortgage and credit but I can not get anyone to fix their mistake and update my account correctly.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation