Consumer complaint received 2016-05-11
Company: Ditech Financial LLC
State: OH
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I received an annual general letter for my PMI on my mortgage. I was curious when the PMI was auto termed so my XXXX XXXX called Ditech on XXXX/XXXX/XXXX and spoke with XXXX. She explained that we can just wait until XXXX/XXXX/XXXX as that was the date it would be considered auto termed instead of going through the appraisal process. We thought that was the end of the conversation until the following week I ( XXXX ) received a voicemail from a client service agent stating to call Ditech back and I can speak with any specialist and they can fill me in on why they were calling. I called back and the first agent I spoke with had no idea why I was called. I proceeded to ask if they can confirm if they were calling on my PMI since my husband called them the previous week. The agent stated they would place a request to the escrow department and call me that Friday which was XXXX/XXXX/XXXX. I did n't get a call back so I called again on Friday and spoke with a different rep. She was giving me a different story stating that my PMI ended on XXXX/XXXX/XXXX and I needed to send a written letter to remove PMI that I was paying on that whole time. I was pretty frustrated at this point with the inconsistency with every time calling getting a different answer so I asked for a supervisor. Once the supervisor got on the phone she was very nice and empathetic and reassuring that all the previous reps up until speaking with her gave me bad info. She reconfirmed with me my PMI should have been auto termed on XXXX/XXXX/XXXX and that the PMI company we have was notorious for continuing to take PMI from clients until they sent a written request. That frustrated me further to hear that, she offered her phone number and ext to let me follow up with her directly. Her name was XXXX at XXXX ext XXXX. XXXX stated I could follow up with her to confirm my fax request was received and once the 7 days process ended from my written request and my PMI was removed she would place a request to refund me since XXXX/XXXX/XXXX since they should of stopped it sooner. She also gave me the direct verbiage to write in the fax request letter to fax to XXXX the due to my PMI being auto termed on XXXX/XXXX/XXXX I want to discontinue my PMI. I sent a letter that same day on XXXX/XXXX/XXXX. I called XXXX on Monday and left a message hoping to confirm my fax was received but she did n't call me back I left a second message on Tuesday XXXX/XXXX/XXXX and still nothing. I called again today and had to escalate once again to a supervisor and this time was told that I was given once again incorrect info and that my PMI is auto termed on XXXX/XXXX/XXXX. This whole process is very inconsistent and I have no confidence on the truth and what is my true auto termed date. I do n't want to wait until XXXX/XXXX/XXXX and go through another round of inconsistent phone calls after waiting all that time. Please help review these calls and hoping they will honor my date that was given on XXXX/XXXX/XXXX since they were very specific they should have some type of ownership for giving wrong info so many times.

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