Consumer complaint received 2017-04-29
Company: Ditech Financial LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We can not get our  XXXX  mortgage out of BK status. It has been a year since our discharge and our loan servic er, Ditech LLC, will not correct th e problem.     Our Chapter  XXXX  Bankruptcy was discharged in  XXXX   XXXX . During the BK, our loan was serviced by  XXXX . We received a letter from Ditech dated  XXXX   XXXX ,  XXXX  stating that our loan had been transferred from  XXXX  to Ditech.     On  XXXX   XXXX ,  XXXX , I called  XXXX  to confirm the transfer of our loan. I spoke with  XXXX , a  Ditech CS  Rep in  XXXX  TX. I informed  XXXX  that we had just recently had our BK discharged and wanted to make sure they were aware of it.  XXXX  said that we were in  " Pre-Board '' s tatus and it would take 1-2 we eks for Ditech t o receive our file from  XXXX .     A couple of months later, I noticed that our loan was still being treated as a BK so on  XXXX   XXXX ,  XXXX  I called Ditech to straighten out the mistake. After a two hour phone call and approximately four phone transfers between th e BK dept and  customer service, I was told that they were aware of the BK discharge but could not fix it. Each department stated that the other department would have to change the " codes '' in their system to correct the problem. Everyone I spoke with entered notes in my file and said I would have to wait ano ther 1-2 m onths for our account to be corrected.     In  XXXX , when trying to make my mortgage payment online, I noticed that my payment had been increased but was not informed of the change. So, I called Ditech again. After making calls on  XXXX   XXXX ,  XXXX  and  XXXX  nobody could explain the reason for the increase and I was also informed that our account was in a loan modification, which we were NOT. **ugh! ** All three phone calls lasted 1-2 hours each with no positive results. During the final call on  XXXX   XXXX ,  CS Rep,   XXXX  - ID #  XXXX , said she put notes in my account to fix the problem and she also requested that the BK supervisor,  XXXX , call me back the following day. I never received a call from  XXXX .     I called again in  XXXX ,  XXXX  and experienced the same problems as before. However, when I dialed the phone number on my " statement '' I was immediately routed to the  XXXX   XXXX   XXXX , a 3rd party vendor called  XXXX   XXXX   XXXX   (   XXXX  ).  XXXX  said they could see evidence of the BK discharge in their system but they could not do anything to remove me from BK status. They can take payments but can not assist with correcting any problems because they are a 3rd party. They have no way to transfer me to Ditech nor can they give me a phone number to call  XXXX  to speak with them directly.  XXXX  ' suggestion was to mail a letter to Ditech. Really??     I called Ditech again this morning,  XXXX   XXXX ,  XXXX  and got the same run-around. I can only connect  XXXX  and guess what ... .they are closed today! I called every phone number listed on any correspondence I have ever received fro m Ditech but I  was always routed to NBS. I tried everything I could to try and " trick '' their phone system to put me through to Ditech but nothing worked.     Please help me get this corrected. I am extremely frustrated and I feel that I have been more than patient. I have done my due diligence to work with Ditech to correct their error. I have even considered driving to their office to deal with this in person but I believe they are located in South Dakota and I am in California.

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