Consumer complaint received 2017-05-19
Company: Ditech Financial LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XXXX we received notice from XXXX XXXX XXXX County XXXX. XXXX XXXX office that we were in delinguent for payment of our property taxes for the past two collection periods. On parcel number XXXX. Billing number is XXXX for XXXX XXXX XXXX. Address XXXX XXXX XXXX XXXX XXXX XXXX, ca. XXXX. Email Address XXXXXXXXXXXX. We have an XXXX account with the XXXX that is supposed to pay the taxes. I contacted Ditech after finding out that we were deliquent and if they dont receive payment by XX/XX/XXXX we are in default and can lose the house. 1. contacted ditech on XXXX at XXXX and talked to XXXX . 2. XXXX put me with XXXX at XXXX after i explained to XXXX. XXXX told me that California first made a mistake ... then i told him that California has nothing to do wiith property taxes it is the county.. XXXX recanted his story and said XXXX XXXX made a mistake.XXXX  assured me they would make the two delinquent payments by the XXXX. 3. I called the County on XXXX. they had not received payment. 4. I then called ditech on XXXX at XXXX XXXX XXXX XXXX and spoke with XXXX. She couldnt tell me anything so i demanded to speak with a supervisor. 5. XXXX gave me to XXXX at XXXX XXXX XXXX XXXX and i explained the situation she tried to explain that they hadnt made either payment but ditech agreed it was t heir fault and they agreed to pay the penalties of XXXX dollars and make both payments at once which amounts to {$1800.00}. I demanded to speak with her supervisor. 6. she put me with XXXX at XXXX. 7. XXXX assured me that the " check had been disbursed '' Overnight. He gave me the tracking number with XXXX XXXX XXXX. I said so if i ask them right now or tomorrow if the package is on the way to track it I can.. XXXX then said no the check had been sent yet. I asked why. He couldnt tell me. I asked him why they didnt make the first payment from my escrow account.. He couldnt tell me. I told him to send the check out Now.. He said they would. I said i would check back this week to make sure he did. 8. I called the county and they had not received payment to date. 9. I called ditech at XXXX at XXXX and spoke with XXXX. When i was finished asking why i shouldnt file a complaint with CFPB she said she would put me with the tax department. 10. at XXXX i was put on the phone with XXXX she said they had paid it the {$1800.00} which included the penalties they were at fault for. I told her that they had not " Paid it '' because they had not sent it ... she said they were going to send it XX/XX/XXXX. I said why dont you pay the first installment of XXXX that was due last year.. she said they would make both payments at once on the XXXX XXXX XXXX. I said i thought you said you had paid the taxes.. not will pay.. I asked them why they were keeping the money from my escrow account. They wouldnt say. I told them that i was going to file a complaint with the CFPB. And i said if they didnt send the payment out by Monday I would continue the complaint. They noted it. These people are XXXX XXXX. I am XXXX veteran. I dont need this stress in my life. we make our payments on time we expect them to make our escrow payments. They also lied to us when we were getting our house refinanced.

Company response to consumer: Closed with explanation