Consumer complaint received 2015-07-22
Company: Ditech Financial LLC
State: NJ
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
We have a mortgage with Green Tree for our vacation home in SC. The loan was sold to Green Tree by XXXX XXXX XXXX in XX/XX/XXXX. 

We pay our mortgage through automatic deduction from our checking account every other week for a total of XXXX payments a year of {$940.00} each occurrence. 

Since Green Tree took over our mortgage our written statement has never reflected the correct amounts of what we pay, what we owe, and how the payments are applied. Whenever we call, we are told to " ignore '' our paper statements because we are on a biweekly payment schedule. 

However our written statement on XX/XX/XXXX made us question this practice when we noticed a " past due '' amount. We are on a regular automatic deduction so this was odd. A few days later, we received a letter stating that the past due amount was made in error. 

Since we are used to being able to accurately see our balances, we were beginning to get really uncomfortable about this practice. I ( XXXX ) decided to call again and find out why we are unable to get an accurate statement. I spoke with a woman who said it was because of our schedule of payment. I told her that we have a home mortgage with XXXX for our primary home and it is even on a weekly payment schedule but the monthly statement is easy to understand and is accurate. Her response was, " That is XXXX. '' I reminded her that XXXX XXXX XXXX used to service our loan and that we were already on a biweekly schedule with XXXX XXXX XXXX and that our statements were always accurate. She said, " We are not XXXX XXXX XXXX. '' I then told her that I really need to see a statement that would show what we are paying. She said that she can send me an Amortization Schedule. I told her that it was insufficient as it does not show the dynamic month to month payments, etc. in real time, or reasonably in real time. But I told her to send it to me anyway. We have not received it yet. 

After much discussion about my right to see the correct numbers on my statement, she said, " You are looking at the written statement and that is not accurate but if you go online, it will show you the right amount. '' So I went online while she was on the phone. The data were insufficient. Please see attached. When I asked her why only the principal and interest were shown for the amount due, her response was, " Because you should know what you pay for taxes and insurance. '' I told her that regardless, Green Tree should show that on my statement. 

I asked to speak to her supervisor, XXXX # XXXX, and he said, " I 'll have my tech support guy look into it. '' I told him that he should put himself in my place, a consumer who is paying a lot of money over the span of 30 years on something that she does n't have an accurate monthly statement. His response was, " I pay them automatically and I do n't bother checking my statements. " He said he would get back to me concerning the errors online. He has not. 
At this point in time, we believe we have exhausted all efforts in trying to get Green Tree to give us an honest and accurate monthly statement, be it on paper or online. 

Thank you, XXXX XXXX XXXX and XXXX XXXX XXXX, XXXX

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