Consumer complaint received 2016-12-29
Company: Ditech Financial LLC
State: TX
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Brief Overview of our Mortgage History The complications that we are having started when our loan was switched from Green Tree to Ditech. 
On XX/XX/XXXX taxes of {$3400.00} to our County. 
This was the wrong amount because the statement for XXXX was used by accident. 
The difference of this amount was {$390.00} paid on XX/XX/XXXX by Green Tree Green Tree billed us for that amount and we paid Green Tree {$390.00} on XX/XX/XXXX They received our payment of {$390.00} on XX/XX/XXXX That showed on our statement as UNAPPLIED FUNDS until XX/XX/XXXX statement in which the {$390.00} was moved from Unapplied Funds to Principal. 
WE DID NOT REQUEST THIS MOVE of funds and did not even catch the issue XXXX. 

I called Ditech asking why I continued to have an amount listed on Escrow. Hopefully those conversations are recorded. I was told that is takes time for the processing of funds and that I should wait. I did not realize that the funds had been applied to Principal at that time. ( XXXX ) I did not ask Ditech to pay my County Taxes nor did they bill me for Escrow in XXXX. On my XX/XX/XXXX statement is showed that Ditech paid my XXXX taxes in full ( {$350.00} ) to XXXX Tax Offices. I paid Ditech {$3500.00} on XX/XX/XXXX in full. 
Statement dated XX/XX/XXXX showed that the {$3500.00} was received on XX/XX/XXXX. 
I called Ditech and asked what was happening with my payment due dates. It was not until XX/XX/XXXX that one of Ditech 's representatives in the tax office was able to help me figure out WHY they claimed that I owed them the ESCROW amount of {$3500.00} and {$390.00}. That representative submitted for the funds to be re-applied to correct the issue in which DITECH applied the funds to my principal. 
The XXXX Statement began to charge me escrow. I had already emailed and called regarding that WE DID NOT WANT ESCROW. I was told that I had to go thru the ESCROW account department in which I did and they confirmed on the phone that my ESCROW HAD BEEN CANCELLED. I later received a letter stating that Ditech DENIED the cancellation of our Escrow on XX/XX/XXXX. 
The reason stated was that funds had been advanced on our behalf to pay unpaid expenses and those funds would need to be repaid. 
WE HAD ALREADY PAID THOSE FUNDS BUT THEY WERE NOT APPLIED PROPERLY! 

Ditech then began to bill us {$480.00} per month for escrow. XX/XX/XXXX a late fee of {$60.00} was charged and we began getting phone calls form a collections department. This is where the STRESS began to affect us. My husband & I both were being called several times a day asking that we make payment immediately. 

In XXXX Ditech began to change the application of the wrongly applied funds. 
On XX/XX/XXXX we paid our County taxes of {$3800.00} directly to XXXX. Ditech continued to demand payment because they told me that they had already allocated fund. I verified with my county that NO FUNDS had been received. I also spoke with the Tax department of Ditech and they placed an order to cancel payment of the XXXX taxes because the representative confirmed on the internet that NO TAXES were due. 

According to XX/XX/XXXX statement, we still owe Ditech a balance of {$3200.00}. I have made all of our monthly payments of {$1200.00} each month but Ditech is applying the funds to escrow & other funds in suspense. 

We have since contacted Fannie Mae and are asking for their assistance to request that escrow be removed from our account. The continued mishaps with Ditech have caused a major amount of stress & anxiety. We are now seeking legal representation. We suffered the XXXX in a 4 year time period as well as other medical situations. During that time every payment was made. 
Ditech continues to keep funds in suspense, charge us late fees and send letters from a collection agency. WE ARE EXTREMELY DISAPPOINTED in DITECH.

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