Consumer complaint received 2018-02-08
Company: Ditech Financial LLC
State: CT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
To whom it may concern. This is an extension of the complaint that I filed against Ditech Mortgage on XX/XX/XXXX.  Please revert to that complaint for your reference. After my last complaint I was contacted by Ditech and was finally approved for a deed in lieu on XX/XX/XXXX. Since then I have relived my year long battle/nightmare with Ditech. I have tried to sell my home. I have tried to short sale my home. I have tried to do a deed in lieu. All of this started in XX/XX/XXXX. Ditech took responsibility in their response to me in the last correspondence I had with them, i.e. there constant foul ups lasting a year. I have applied for a short sale 3 times, then deed in lieu an additional 5 times. Reason being the account reps would either not know what they were talking about it when discussing my application or the account reps would flat out lose my application. That being said I was relieved on XX/XX/XXXX when I finally got a letter from Ditech stating that I was approved for a deed in lieu. Of course I had to be able to provide marketable title. I began my relationship with the deed in lieu department and a rep named XXXX. We started off great and she was professional, and that all changed Friday XX/XX/XXXX. I had spoken with XXXX right before XXXX and she alerted me that there was a lien on my property and I needed to clean up before my deed in lieu could be processed. I said no problem and contacted my property management company to find out what this lien was and how much I owed. When I spoke with XXXX XXXX XXXX, they explained to me that there was a loan taken out by our condo association from XXXX  XXXX XXXX to put up new vinyl siding about 5 years ago. I asked them how much I owed and was told that I owed XXXX dollars which I paid off that week. XXXX in the deed in lieu department then told me that I needed to get a partial release from the lien holder in order for XXXX XXXX to sign off on my deed in lieu. XXXX then said that it had to be recorded in a county courthouse as well. This is when all the problems started. I am not able to get such a letter. The reason being is that even though I paid off my portion of the loan on my condo, the lien/loan is spread across all 82 unit owners in my association. Obviously I can not force all 81 other owners to pay off there portion owed. Therefore, the condo association could only give me a letter saying that my portion of the loan was satisfied. XXXX XXXX XXXX can not give a partial release because the loan is not satisfied due to the other homeowners still owing for the loan. When I explained this to XXXX it seemed like she was working with me up until XXXX. Then the communication stopped. She finally called me back after weeks of calling on XX/XX/XXXX and rudely and unprofessionally explained to me that I was in a " catch 22 '' and since I could not provide what XXXX XXXX wanted that there was nothing else I could do. She also told me I was done and could not speak with anyone else in the department because she handed of my file to the closer. I am incensed. No one can make a call to XXXX XXXX or the title insurance company and explain this to them? I am sure it is not the first time this has happened. It is absolutely ridiculous to me the way that everyone I have come into contact with at Ditech is incompetent or just not interested in doing the right thing and helping someone who is clearly in financial hardship and needs help. I am hoping someone uses common sense here and helps me out. Now I call all around the deed in lieu department and no one calls back. Please help.

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