Consumer complaint received 2017-06-17
Company: Ditech Financial LLC
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Our issue wi th Ditech beg an in  XX/XX/XXXX . Our mon thly Mortgage payment that is due is {$1000.00}. I always pay a little more each month. Typically {$1100.00} to make it an even number.  <P/> In   XX/XX/XXXX , I  accidently paid our regular mortgage payment to the Home Equity Account that is also on the property Instead of the Mortgage Account in error. I n XX/XX/XXXX  after the  XX/XX/XXXX  we began receiving calls that we did not make our monthly mortgage payment and I discovered my error and Immediately made the payment o n  XX/XX/XXXX  fo {$110 0.00}. This is the amount we were told by the ditech rep over the phone that was due and included late fees.   To insure that this would n't happen again, I started paying our monthly payment early each month. On   XX/XX/XXXX  I p aid {$1100.00} and on   XX/XX/XXXX   I paid {$1100.00} because we received a notice that the amount needed for our monthly escrow account payment had increased. Per our statements, fro m Ditech, the  XX/XX/XXXX  Payment on  XX/XX/XXXX  was not applied to our account. It shows received but was no t applied. Th e XX/XX/XXXX  p ayment was applied to principle, interest and then a huge payment to the escrow account of {$690.00}. Per the escrow account statement/analysis as of   XX/XX/XXXX  it sh ows that the escrow account payment should be {$180.00}. I received a phone call in  XXXX  that we owed {$89.00} in late fees so I paid it right away on  XX/XX/XXXX  not wanting to argue with them further on the phone since everyone I spoke to on the phone claimed everything has been corrected on the account and we owed these funds. The {$89.00} payment was also not applied. To say it has been frustrating is an understatement. Multiple calls a week from  Ditech an d multiple conversations stating that they have already corrected the problem and we need to make more payments.   Moreover,  Ditch 's g ross negligence of our payment appropriation between escrow, principle and interest caused some alarm. I began reviewing our escrow account and payment application since the last escrow adjustment in XX/XX/XXXX . Per th e  XX/XX/XXXX  esc row accounting there was a shortage of {$16.00} each month which increased our payment from {$1000.00} to {$1000.00}. If you look at our statements we have paid more than that amount each month, however, ditech has not applied the escrow account appropriately  ( per their own statements and documents ). At the end of  XX/XX/XXXX  we received another escr ow statement showing that the payments they have been using were {$1000.00} and not the {$1000.00} per the escrow statement we had been sent as of last year. Future monthly payments would be {$1100.00} to make up for the shortage. I reviewed the history of the payments applied to our escrow account from our monthly mortgage payments and much to my chagrin in was extremely inconsistent. Some months they took {$160.00}, then {$160.00}, or {$200.00} and most recently {$690.00} from our monthly payments to apply to our escrow account. I realized that the varying payments to our escrow account each month would affect how our mortgage was being paid off overall.

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