Consumer complaint received 2018-06-03
Company: Ditech Financial LLC
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I receiived a letter from Ditech Mortgage regarding refinancing of my home loan in late XX/XX/XXXX. I had about four years to pay off my loan, and inquired about the HARP loan. I was assured by everyone I spoke to that if I refinance it would be under the HARP loan and that within a year I could refinance at a guaranteed reduce loan rate. So, I decided to do the refinance in XX/XX/XXXX. I extended it for an extended time, because I wanted to give myself a year to catch up on other bills, and I knew when the year was up my rate would at least be a point or two lower, and I would go back to my original payment. 
XX/XX/XXXX I called just to ensure when I could begin that refinancing process. I was assured in XX/XX/XXXX I could do my refinance with the HARP loan. So, I call again closer to the date in XX/XX/XXXX and I was told I did not have a HARP loan. I was upset and they transferred to a number where no one picked up the telephone. I called back on XX/XX/XXXX to once again to ask about my HARP loan. I spoke to a young man named XXXX on XX/XX/XXXX around XXXX XXXX I asked him to confirm that I did have a HARP loan. He said yes you do and I am eligible for a refinance. Then I said, could you send me proof of my loan being a HARP loan. He puts me on hold and comes back and says sorry you loan is not a HARP loan. I told him you just told me it was. I said I wanted to speak to a supervisor. She came on line and told me I never had a HARP loan. I told her that is not true. I was told by every single person I spoke to up to the signing of the loan I had a HARP loan. This young man just confirmed I had a HARP loan. Now you tell me I do not. She then begins to tell me they have not done HARP loan in years, which is a lie. 
The mortgage document I signed does not show HARP loan on it. I was not aware that it had to be stated, because I was assured by every single person I spoke to that it was a HARP loan. I was not asking for a hand out nor any special services. I was misinformed and blatantly LIED to about my loan from every Ditech employee I came in contact with. I want the loan I was promised a HARP. I am an American citizen, a veteran and a mother and grandmother. It is disgraceful how Ditech employees blatantly and continuously LIED to me. It made absolutely no sense for me to refinance with four years to pay off my mortgage in full, without a promise of a get. That get being a HARP loan with a promise of points taken off ( lower interest rate ) after a year. 
Please help me resolve this issue. I have never been in such a position before in my life. I was a paying customer of theirs for quite sometime and for such blatant lies is making me so sick. How they sleep at night is a mystery to me, because I am sure I am not the only person they have done this to. 

Thank you and I just want what I was promised. My lower rate after one year which was XX/XX/XXXX. Please let me know the next steps.

Company response to consumer: Closed with explanation