Consumer complaint received 2017-05-04
Company: Ditech Financial LLC
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
X/XX/17    experienced a house fire at property that is mortgaged through  Ditech Financial.  An electrical outlet shorted out and caught fire causing damage to the inner wall and exterior wall of the house. We incurred water damage, smoke damage, and the electrical system throughout the house was compromised This property belonged to my  Father  who  is now deceased. Dit  ech had already been informed of his death and already had the documents that pertained. Ditech  was also aware that I was the personal representative of his estate.    X/XX/17     Insurance adjuster  arrived, assessed the damage and cut a check, which was made payable To The  Estate o f  XXXX  and  Ditech.  I was told I had to send it to  Ditech t o have the funds released.   I phon ed Ditech several ti mes to inquire as to how to process this check and was given a different story every time. There were no written instructions, no explanation as to whether we had to use a specific type of contractor or if we could do the work ourselves, etc. Each person I spoke with told me something different. I requested written instructions. None were given.    X/X/17    I finally reached someone named  XXXX , whom I thought was giving me the correct information and even explained that we had the option to payoff the balance of the mortgage and then use the remaining funds for damage repairs. She instructed me to endorse the check, send a letter stating we wished to pay off the mortgage and to send the remaining funds for repairs. She also told me to send a statement from the payoff dept with the payoff amount. She stated that Ditech already had my Fathers will and other documents so I didnt need to send them. I did everything she asked. I even sent the package priority mail express, which cost me an additional {$24.00}, just to help expedite the process. She was aware that we had no electricity on  one e nd of the house and we needed to get the process rolli ng. Ditech  received the package on  X/X/17   .    X/X/17    I received a voicemail from  XXXX  or  XXXX , I couldnt tell which, stating she needed copies of the executor of the estate documents ( which  Ditech  already had ) and that I hadnt endorsed the check correctly. She stated she was returning the check so that I could endorse it again and gave me explicit instructions as to how to endorse.  XXXX  did not tell me the check had to be endorsed in an exact precise way. I called her to complain about that fact. I also stated that  Ditech  already had all the documents that  XXXX  had asked for. She apologized and told me she printed the documents herself and put them on  XXXX  desk. I also reminded her of how long this process was taking and we still had no funds for repairs. She then explained that she would notate the account to let the payoff department know to send the remaining funds to me by  XXXX  overnight and it would be at no charge to us. We had to wait for the check to arrive. It was in the mail on  X/XX/17   .    X/XX/17    I endorsed the check correctly and immediately mailed it priority mail ( again trying to expedite the process ) at a cost of {$6.00}.    X/X/17    I accessed the account online and saw that the notations had been made of the account being paid off on   XXXX    . We still had no funds for repairs. We had no   XXXX   XXXX    overnight package.    X/X/17    still no funds, no   XXXX   XXXX   pkg. I called  Ditech  again . Spoke  with  XXXX  she stated the money was just sitting there and had not been processed. I told  XXXX  what  XXXX  had promised. She saw no record of it in the system. I told  XXXX  that I wanted the money wired immediately, she took my banking information and assured me that her supervisor  XXXX  would process it that day, that she had already sent  one  over to her earlier that day, and  XXXX  had taken care of it right away.  XXXX  assured me I would have the funds in n 3-5 b usiness days and I would not need to call back.    X/XX/17    still no money wired to my account, no   XXXX   XXXX   pkg. Nothing. I called Ditech again. I asked to speak to a supervisor. I was transferred to  XXXX   XXXX . He stated a check had been cut on   XXXX   and had been mailed. I told him of the promises that had been made by  XXXX  and  XXXX . I recalled all of the instances since  XXXX  that we had been given misinformation and that not  one p erson had followed through. I stated that I could guarantee that the check had been made payable to my deceased  Father .  XXXX  stated that no, theres no way they would have done that, it clearly states in the account that the funds are to be made out to me. I told  XXXX   I w anted to file a formal complaint. He typed a brief summary of the issues I was complaining about and read it back to me. He promised me that an associate vice president of the customer service department would contact me.   I arrived home that night and there in the mailbox - is a check from  Ditech -  made payable to  XXXX   XXXX , my    deceased F  ather.     X/XX/17    I call  Ditech a gain. I asked to speak to  XXXX   XXXX ,  Im told  he isnt at work that day. I asked to speak to hi s manager , Im told he isnt in that day either. I was told then that  XXXX  would be in the next day at  XXXX  central time, and they would send him an email to contact me as soon as he arrived to work. I told the representative that I had better hear from someone the next day. The person assured me that I would.    X/XX/17    I waited all day for a phone call no one called. At  XXXX  eastern time I called Ditech again. I spoke with  XXXX   XXXX  and told him about the check, and that again,  Ditech h as dropped the ball. He said he was going to put me on hold and go speak with  a manager  named  XXXX . He returned to tell me that a stop payment request had to be issued on the check and that once the funds became available again, they would wire the money to my account. So, we get to wait  2-3 mo re days for the funds to become available and then wait for the money to be wir ed!! He asked for my banking information, I told him I had given all of th at to  XXXX  on   XXXX   XXXX  . He stated it was not in the notes. I had to give him the information again. He promised me that he would follow through and as soon as the funds were available he would call me to tell me the money was being wired.    X/XX/17    I still havent heard from any  Associate Vice President.     X/X/17    - still no phone call, no money. Called  XXXX   XXXX  extension got voicemail. Left message. Called  Ditech  again. Spoke with a cust svc rep who was very rude. Said  XXXX   XXXX  was not in and all she could do was send him an email to contact me asap. I asked for his supervisor, she said she had no idea who that was. She said there were no notations in the notes that any money had been wired.    X/X/17    - received a voice mail from  XXXX   XXXX . I called back twice -got voicemail   XXXX   -  still no phone call, no money a house fire in  XXXX  and  9 week s later, no money for repairs.

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