Consumer complaint received 2017-11-06
Company: Ditech Financial LLC
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
In XX/XX/XXXX of this year, I completed my Chapter XXXX bankruptcy. Being a single mother, it was a struggle but at the end of it all, I was proud of myself that I fulfilled all the conditions and still had a roof over my head for my son and me. However, in XX/XX/XXXX I began the process of refinancing my home and in doing so, discovered I was behind 3 months on my mortgage payments. This was news to me as I had NEVER received any type of notification, nor phone call ; nothing, to advise me that I was behind! While on a three way call with my mortgage consultant on XX/XX/XXXX, the Ditech representative told me a letter was sent to my lawyer regarding the changes to my account in XX/XX/XXXX. As I reviewed the letter I noticed I was not CC 'd on it. What if my lawyer was sick, what if it went to the wrong address? Lots of what ifs but should n't I have been contacted????? The payments went up from {$820.00} to {$1100.00}!! That is {XXXX}!! It may not seem like a lot but raising a child on my own, I have to count EVERY PENNY and this just killed me!! Then I was told that to not have it reported to credit, I needed to pay {$3200.00} to stay current! It took me 5 years to build my credit in hopes to have some freedom and now, to save my credit, I had to take out money from my 401k to cover those " late payments ''. Even after the fact, not one letter, phone call, nothing to advise me that I was behind!!!!! This not only ruined my hopes of building something better for my son and I but it has damaged my credit, ruined any chance of getting a refi for a year, etc. If I would have known about these changes, I would have paid the correct amount and saved myself this problem. Now, they wont do anything to help me!! In looking at my statements, nothing shows that my payment went up!! I asked why I was not contacted and they said it would be considered soliciting. Funny how other companies dont have a problem calling. I sent an email to my bankruptcy lawyer on XX/XX/XXXX asking for advice but have not heard anything. 
All I ask is that they take into consideration why the full amount was not paid because Lord knows if I would have known, I would have paid the correct amount. If they could reverse the negative impact on my credit score and note that the mortgage payment would have been paid on time ( if I knew about it ) I would be ok but it just floors me that not one phone call nor mailed document was sent to me to prevent this from happening!!! Now, I have to wait a year to refinance because Ditech shows me as being 3 months behind on payments. Almost {$1200.00} to pay my mortgage with no accessibility of getting that adjusted due to THEIR error!! I can barely make it as it is and now they can pretty much do what they want because they have me locked in again!! Its simply not fair!!!!! They should not be allowed to do this!!!

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