Consumer complaint received 2016-04-20
Company: Ditech Financial LLC
State: CO
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I paid my Ditech mortgage payment online on XXXX XXXX, 2016 and it was deducted from my checking account. On XXXX XXXX, Ditech deducted another payment from my checking account. When I contacted them I initially told Ditech upgraded its computer system and it automatically duplicated any payments that were made XX/XX/XXXX-XX/XX/XXXX, but they had fixed it so the second payment would n't be debited from my account. I told her it was being deducted and she asked if I she could call me back in 10 - 15 minutes. After XXXX minutes I called back. This time I was hung up on. The third time I called back I spoke to someone who told me the duplicated payments were being deducted and there was no way to reverse it. I asked how I could have that payment credited back immediately, as I needed that money, and was told I needed to speak to a supervisor. I was transferred to XXXX, who was horrible. He told me they had no intention of crediting borrowers back unless they specifically asked for it. I said, " so, let me make sure I understand. I authorized one online payment for XXXX, Ditech updated its computer systems and duplicated my payment, and I have to call and ask you to refund the duplicate payment? '' XXXX said yes and laughed. I told him he was acting extremely cavalier and unsympathetic considering the company worked was causing financial issues for XXXX its customers ; not letting the customers know and then not crediting the affected customers. He said he did n't mean be cavalier and " did I want the second payment credited back? '' I told him yes, I did. He then told me it would take XXXX business days for me to receive the credit. THREE TO FIVE BUSINESS DAYS TO FIX THEIR MISTAKE!! Ironically, I was told Ditech knew about the issue on XX/XX/XXXX. To date, I have not received anything from Ditech about this issue. At XXXX, I received a message from the first person I spoke with asking me to please call her back as she had a resolution to my problem. When I called, a different person told me the duplicate payment was coming out of my account and she would transfer me to a supervisor who could credit it back. I told this new person I had already done that. She put me on hold and then came back and verified the credit was being processed and it wold take 3 - 5 days to process it. Well, today is 4 business days later and I called to follow up on the credit as I have n't seen it yet. Today I was told that it was in the process of being credited ; however, due to the number of credits Ditech was processing, it would take a little longer. When I asked how long it would take, I was told I wo n't see the refund until the end of next week. Two weeks from the time my initial request was put in and at least 17 days after Ditech knew there was a problem. This is totally unacceptable. When I took out the mortgage I told the broker I did not want my mortgage sold to Green Tree ( now Ditech ). I was told she could n't control it ; however they did't like to do business with Green Tree due to their horrible reputation. 20 days later, I was a Green Tree/Ditech customer. I hoped with the change in name their reputation would improve ; however, obviously, I was wrong.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation