Consumer complaint received 2019-10-08
Company: Ditech Financial LLC
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have been speaking with several Ditech representatives about the possibility of a loan modification since it was suggested to me by a Ditech rep in late XX/XX/XXXX when I realized I would be late with mortgage payments due to a short term financial hardship. I explained that I was experiencing short term financial hardship and agreed that I would be interested in exploring the idea of a loan modification. The modification paperwork and application was sent to me and I received it in late XXXX. 

I collected all of the necessary documents required on the modification checklist and faxed my documentation to the Ditech Loss Mitigation Fax number on the bottom of the Ditech Loan Modification checklist sheet. The documents were faxed 3 times on XX/XX/XXXX. The fax number was not returning a response which is why I faxed it a few times. I called to see if my documents were received on XX/XX/XXXX and was told to check back in a day or two because the Ditech Loss Mitigation department gets backed up and that they had been having some issues with faxes. I called back again 2 days later and was informed by an agent that the documents still had not been uploaded onto the imaging system. That agent ( Booker ) provided me with a totally different fax number to customer service and asked me to fax it there so that a customer service agent could upload the documents instead. That agent also told me that Loss Mitigation often gets backed up with paperwork and he wanted me to get the documents to customer service to try to get the modification review process started quickly before my account got too far behind. I then faxed the documentation to the newly provided fax number the very next day. I faxed it 2 times and called a day later to confirm receipt by Ditech. Ditech agent once again informed me that the documents had not yet been received. I asked for a manager to help me to resolve this fax issue and was directed to speak with XXXX at ext # XXXX. She informed me that she was a manager and asked me to try a different process. I felt that she was genuinely trying hard to help me to resolve this issue. 

XXXX asked me to do an e-fax to a third fax number which would be sent directly to her and she committed to getting the documents to Loss Mitigation upon receipt of the e-fax. 
I faxed the documents again for the 6th time to the new number given by XXXX the next morning. XXXX said she would note my account immediately upon receipt of the fax so that when I called back in to check on the status, an agent could confirm receipt of my documents by reviewing her notes. I called back 2 days later to see if the fax had been received and was informed by XXXX ( agent ) that there was not a note on the account saying that the fax was received. XXXX offered to walk over to Dionnes desk to check with her to see if the fax was received. After placing me on hold for a few minutes XXXX returned and confirmed that all of my paperwork had been received and XXXX would be getting it to Loss Mitigation ASAP. He also set up a payment by phone for me and discussed that I should pay what I could afford in the meantime while the loan modification was being processed. He did inform me that the account was getting close to 120 days delinquent. 

I called Ditech back again today XXXX because I had not heard anything yet on next steps. I spoke with XXXX who confirmed that several notes are in the system on my account indicating that I have been inquiring about my fax status and the loan modification for weeks, but she also told me that there was nothing in the system indicating that XXXX had actually received the fax and she proceeded to try to collect on the account. After I explained to her my concerns about how horrible this experience has been she proceeded to tell me to call XXXX back tomorrow XX/XX/XXXX to speak with her directly about the eFax because as an agent she couldnt view that information in her system. She said the office was about to close for the day and instructed me once again to try back tomorrow and request to speak with XXXX or a manager. She also let me know that my account was 128 days past due and mentioned that she could see in some of the notes on my account that I have been dealing with this issue for quite some time and have spoken with many different agents about Loss Mitigation and my modification request. 

Each time I call it seems as though none of the agents at Ditech know whats going on relative to my account and the loan modification process. Each person asks me why my account is behind and tries to collect on the account even though I have explained my issue to upwards of 6-8 different agents since XXXX. Im currently at a loss for what to do next and am filing this complain in an effort to get action and to express my concerns as my account is getting more delinquent as this confusion continues at Ditech. 

I am requesting a return call from a manager in Loss Mitigation who can confirm receipt of my personal/confidential financial information that was sent multiple times via fax and seems to be floating in limbo at Ditech. I also need a manager to confirm that the modification process has started. I would also like to know next steps in this process.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation