Consumer complaint received 2016-09-14
Company: Ditech Financial LLC
State: ID
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
On XXXX XXXX I submitted an application by fax to Ditech at the following number : XXXX. I was told it would take about 24-48 hours for the faxed documents to be imaged and appear in my account. I called again on XXXX XXXX to be sure that the documents were uploaded to the system. It took until XXXX XXXX for Ditech loss mitigation representatives to see the documents. I was then told that a tax form I faxed in was filled out incorrectly. I faxed the tax form to Ditech five times. After the fifth time it was finally correct. I was then told in early XXXX that loss mitigation was missing several documents. I immediately faxed those documents, however Ditech reps were unable to find the documents. I waited another two days. Again, I was told to fax the same documents. I faxed all the same documents and also told Ditech that they had the incorrect address on file. By XXXX I provided proof of my homes legal address. I called in at least XXXX more times to be sure the address was correct, and I was told several more times that I needed to fax the same exact documents that I had been faxing since XXXX. On XXXX XXXX the address was still not changed. Ditech reps told me that as long as I got a complete modification/homeowner 's assistance package to loss mitigation, then the attorney 's fees would stop, and the attorney would not do any more work on the file. I was told this by two different Ditech reps. I called in offering to pay the past due amount, however it was too late, more attorney 's fees were added. I complained to a supervisor in XXXX that I was still being asked to send in the same documents that I have sent in a dozen times. Still there was not a complete package, as Ditech reps were unable to find the actual documents that I faxed. Each Ditech loss mitigation rep would look in different folders to find the docs I faxed and uploaded. I was told again several times to send in more documents. Each time I sent in a new document I had to wait 24-48 hours for the document to appear to loss mitigation. My address was not changed correctly until I spoke with Ditech 's Customer Service Manager XXXX XXXX, whom finally updated the property address while I was on the phone. On XXXX XXXX XXXX XXXX contacted underwriting and told me I should have an answer in regard to a modification or homeowner assistance within about a week. Now it is XXXX XXXX, and I still have not received XXXX phone call from my account manager, or a Ditech representative. I have called Loss mitigation nearly every day for two months and still loss mitigation reps were unable to submit my complete application package for assistance. Now the amount of money I will need to pay to reinstate the loan is over {$12000.00}. I called in in XXXX to pay the past due and I was told not to worry and to wait for the underwriters. I was told this nearly every time I called in. I do not believe that I should need to pay attorney 's fees when I was able to come up with money to reinstate my loan, yet being told to wait another week for almost three months. Now I do not have enough money to reinstate my loan. I received a settlement payout from Greentree for {$43.00}. This was in a settlement for the same exact issue that I am having now with Ditech, whom I understand is the new Green Tree. I need an answer about whether I will be receiving help, waiting has caused my family a great financial loss. I also want Ditech to forgive attorney 's fees as I was given false information for two months from various representatives.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation