Consumer complaint received 2015-06-05
Company: Ditech Financial LLC
State: NH
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Green Tree Servicing LLC ( GT ) services my mortgage. Due to a serious medical issue with my husband and him being in the hospital for more than 6 months, I used XXXX XXXX ( XXXX ) to be with him during this time. This time away from work for both of us put the mortgage behind by three months due to cash flow. I receive paperwork from GT to apply for Borrower Assistance due to the hardship. I felt that I could bring the mortgage current on my own and have been working very diligently to do so. Last month I was able to bring my account to owing for XXXX and XXXX. XXXX XXXX came and another month was over due is now late. 
A check was sent from Quicken Bill Pay on XXXX/XXXX/2015 ( Confirmation : XXXX, Check # : XXXX, Amount : {$1700.00} ( $ XXXX late fee ) ). My husband who has been working with GT to bring it current. On the XXXX/XXXX/2015 my husband was in contact with GT to make the FULL payment for XXXX XXXX, 2015. He was transferred to a different agent who refused to process the payment via direct withdrawal from our checking account. This agent proceeded to REFUSE to process the payment. She DEMANDED the full outstanding ( {$3400.00} ) that was due on the account. He asked to talk with another agent and was refused. After my husband blew up at her on the phone, swearing at her because he was irate that they would not process the payment for just the month of XXXX. The agent insisted that she would only deal with me and not my husband. GT received written and verbal ( many times ) notice that my husband was handling out personal finances including any and all communications with GT. 
Understandable that my husband was inappropriate but, that is not an excuse for GT not to process the payment as he was polite and has always been when working with GT. He ended the phone call with " forget it, I will have it sent to you via XXXX XXXX Pay account '' and hung up. He then proceeded to send a check for the full amount of XXXX 's payment. It arrived XXXX/XXXX/2015 and it has still not been posted to the account. 
This is not the first time that GT has treated us with disdain that we are a mortgagee that is never on time with payments, do n't understand our mortgage, and just in general have the attitude that we are a constant problem customer. 
I refinanced the mortgage several years ago due to the drop in interest rates through the HARP program. At that time I was working with a different mortgage company when the process proceeded to looking at my request to drop PMI if possible, I was informed that the only company that could do the refinance was GT due to the current PMI company. This was very disappointing as I felt that GT was very lacking on their customer services skills even prior to the refinance. I understand that there are individuals that they have contact with on a daily basis that lie and awful to deal with. Prior to my husband having medical problems which has put him in the hospital many times on a yearly basis, my payments have been on time. The original mortgage prior to the refinance was never late and consistently paid with additional principal reductions added to the payments. At XXXX point I had sent XXXX payment between XXXX different checking accounts as I wanted to assure that the payment was on time during the checking account change. The representative at the time questioned the fact that I wanted to pay so much at once. The comment came with a voice that iterated that they do n't have customers that would do that to assure their account would be current. I was required by GT to sign a form that I understood that if I did not specify the extra money in my payment was principal reduction, it would just be held. 

The bottom line is that Green Tree Servicing LLC is and has been consistently using strong harm tactics to get payments and not working with those that the are serving.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation