Consumer complaint received 2016-09-29
Company: Ditech Financial LLC
State: NJ
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
My complaint is with Ditech Financial LLC ( XXXX XXXX XXXX ). We reached a financial hardship when I lost my job. Having difficulty paying our mortgage, we requested a modification. We applied and were denied due to having enough income to cover the mortgage payments as is. So, we continued to pay late. We went as far as taking out a pension loan to pay the mortgage for a few months. After that was running out. We applied again for the modification. We kept getting the run around that documents weren received. We mailed them certified & faxed them. Then after my husband complained to upper management, suddenly the documents were found. We reapplied in XXXX XXXX. Then XXXX XXXX we recieved a letter that they were looking into the value of the home. So we waited. Then on XXXX XXXX, XXXX I received a letter stating here is your terms for the Repayment Plan you requested. I never requested a repayment plan. The letter was dated XXXX XXXX, XXXX and it gives me a list of payment dates beginning XXXX XXXX being my first payement. Then XXXX XXXX being payment # XXXX. So, as of the date I receive the letter I already was n't in compliance. Then the bottom of the letter says repayment plan letter XXXX XXXX, XXXX. I called to have the rep explain to me what was this letter about, because this is the first I hear or see this. She explains to me that the payments are broken down in 6 month increments to pay my monthly & my past due. Now they want me to pay more then what my mortgage is, when I 'm having a hard time to pay my actual mortgage payment. Then she tells me that I 'm not in compliance bc I did n't pay XXXX XXXX. I told her to look at the date if the letter. She claimed they sent me one prior. I said I never received it. Also, what happen to my modification. She could n't see the answer so she was going to find out & call me back. I waited until the next day, & called her. All she said was I was denied. So I asked for the denial letter so I can appeal. I never received it. I called again. Repeated everything all over again. To be told I need to speak to my account rep. I asked to speak to her & she was n't available. So they transferred me to her voicemail and it ended up being transferred to someone else. I had to repeat everything all over to be told that the system does n't allow me to leave a voice message. So they supposedly inter offices her a message to call me. I waited & never got a call back. I called again, same thing happen. Then I called again asked for a supervisor and was told that no one was available. Then when I threatened to call a lawyer or report them suddenly a manger was available. I spoke to her explained what was happening and she told me I was right that I received the letter too late. But she still wanted me to pay the XXXX payment and 2 weeks later pay the XXXX. I told I can make one payment only at the moment. She said ok.. and I was going to call her back bc I had to get my check book. She said ok call me back and speak to her. I called back about an hour later. Was told that she was unavailable & that she will call me back. Never received a call back. Then I received a letter stating I had a new acct rep. So I called again. At this point I still never received my denial letter I requested from modification or the original letter for the repayment plan. I calldd & Repeated the whole story to him. He agreed that my repayment letter was sent late. He also told me that the XXXX XXXX letter was the original letter. Then as for the modification he did a lot of digging and found my denial letter & emailed it to me. Then he tried to see if I qualify for a modification & the system told him I had a modification plan, which was the repayment plan. He tried to desway me from applying again bc it 's starting all over again. Also I aske why is it it takes 10 days to receive letters from you but only 3 days to receive a foreclosure letter?

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation