Consumer complaint received 2017-02-09
Company: Ditech Financial LLC
State: CA
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I am a co-borrower on a Ditech mortgage with my ex-husband. This property has been his home exclusively since XX/XX/XXXX. He was diagnosed with XXXX XX/XX/XXXX, and I Immediately stepped in and took full responsibility for the 1st & 2nd mortgage. This is an extreme hardship, as the monthly payment is nearly {$5000.00}. I 've been trying to get a loan mod for 2 months, but Ditech still claims my application is " incomplete, '' despite my providing every document requested more than once. Here are my complaints : MISSING DOCUMENTS - I 've had to pay $ XXXX/page to fax XXXX docs to Ditech. I asked if they could be emailed or uploaded and was told " we 're not set up for that. '' It was n't until a phone call on XX/XX/XXXX that I learned I could upload docs to Ditech.com. I wasted {$240.00} on faxes Ditech denies receiving. 

Two days ago, I was asked for a hardship letter. That letter was included in my initial application XX/XX/XXXX. 

Today, Ditech.com shows documents missing that I 've sent repeatedly. But I spoke to a Ditech agent 30 minutes ago who said she could see them. This is a breakdown in the system at Ditech, but it as long as it goes on, my application is " incomplete, '' and nothing happens. 

CHANGING DOCUMENT REQUESTS - I got a letter on XX/XX/XXXX, claiming several documents were not received. I looked at my files and saw that everything requested was sent and faxed twice. I called Ditech and was given a totally different list of docs to submit that had NEVER been requested. I was also given a different fax number to use. I faxed the docs that day, and also mailed copies with a signature confirmation. 

CHANGING REPS - The name of my " assigned representative '' is always different. The extension provided does n't pick up, or goes to someone else 's phone. I even got a call from a rep who did n't leave an extension, and asked me to " call back. '' After an hour-long call to Ditech did n't turn up his extension, I sent an email on a hunch to his.name @ Ditech, and found him 3 days later. 

ABUSIVE PHONE CALL - On XX/XX/XXXX, I was informed that Ditech had " disengaged '' the loan mod process, due to " failure to provide documents. '' The letter suggested my other options included simply giving them the home. 

I called and got an agent who was unbelievably rude, shouting over me and telling me to " focus. '' She insisted no documents were in my file. I told her I faxed and mailed XXXX pages, and had the name of the person at Ditech who signed for it. She said " I do n't care. '' She asked what fax number I had, and I told her the number I was given on XX/XX/XXXX. She said that was an " administrative fax, '' and I should n't use it. I said " But I got that number from you. '' She replied, " You did n't get it from ME. '' I asked what fax I should use, and she said, " Read the letter. '' I said " I do n't have the same letter you do, '' at which point she said we were " spinning our wheels '' and " the past does n't matter. '' She put me on hold, then returned and said she had been looking in the wrong file because " You did n't tell me you had more than one loan. '' Things became more contentious, until I asked to speak to her supervisor. I had to ask a few times, as she was talking over me. Finally she said, " WITH PLEASURE '' and transferred me to a man who was very abrupt. At this point I was in tears, while he admonished me to " SLOW DOWN. '' Eventually he agreed to reopen the modification. I said I wanted to complain about the rep I spoke, to and said he would " Pull the phone call. '' I have n't heard another word about it. 

NO CONTACT - I 'm XXXX with my own Ditech mortgage. My ex has nothing ; his XXXX is n't even approved yet. To get some relief, I wrote to Ditech and asked that late fees be waived due to his XXXX. No one ever gave me the courtesy of a reply. I finally called Ditech and was told that only {$100.00} would be waived. I had no choice but to pay over {$1000.00} in " fees. ''

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation