Consumer complaint received 2016-10-25
Company: Ditech Financial LLC
State: KY
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
1. I requested an actuarial statement three times and have not received the form. Ditech did send another property owner 's actuarial with their private information on the actuarial account on XXXX/XXXX/16. I request to have my actuarial account information sent to me. 
2. Ditech has repeatedly sent me monthly billing statements with differing amounts for my fixed mortgage account. XXXX/XXXX/16 statement stated I owed {$1000.00} for the month. XXXX/XXXX/16 the monthly bill stated I owed {$2000.00} for the month. I was told by Ditech customer service agent " XXXX '' that their billing software was updated in XXXX and they have problems with their system. Ditech has also sent monthly billing statements stating that I owed around {$800.00} for the month. Ditech needs to send me correct billing statements each month. 
3. I have asked on two separate occasions XXXX/XXXX/16, and XXXX/XXXX/16 to speak to a supervisor and was told the supervisor was not able to speak and I requested a call back from the supervisor. I have not been called back by the supervisor " XXXX ''. I am requesting a call back from " XXXX ''. 
4. Today I received a letter from Ditech stating that ; " this letter is from a debt collector. It is to collect a debt, and any information obtained will be used for that purpose ''. I called Ditech and was told by customer service agent " XXXX '' that Ditech took misapplied revenue from principle and reallocated to a regular payment. This made my account appear as if I did not pay the house payment. When Customer service agent was pressed to explain this problem the phone went dead. I called Ditech back and spoke with customer service agent " XXXX ''. XXXX explained that the letter was automatically generated and I should disregard the letter. I am requesting settlement of the Debt collector issue. 
5. I set up automatic deductions with Ditech to be applied to my {$1000.00} mortgage on a biweekly plan in XXXX 2016. Ditech approved a biweekly payment plan of {$570.00} with the {$67.00} to be applied to principle. Ditech has repeatedly misappropriated payments. I have received monthly billing statements with late payments. The most recent late payment fee was on XXXX/XXXX/16 with late payment fee of {$29.00}. Ditech made the withdrawal from my bank account as set up by Ditech. However, Ditech misallocated the payment and showed that there was no payment. This misallocation has happened more than once. On XXXX/XXXX/16 Ditech customer service representative XXXX stated that representatives do n't always follow the instructions. Ditech needs to resolve their issue and deposit automatic withdrawals into the correct allocation. 
6. Ditech has apparently miscalculated my escrow account and when asked on several occasions XXXX/XXXX/16, XXXX/XXXX/16 and XXXX/XXXX/16 Ditech representatives gave different explanations as to how much money is in the escrow account. On or about XXXX/XXXX/16 the Ditech customer service representative stated that there was an overage in the escrow account of {$1400.00} and there would be refund. I have serious doubts that Ditech has managed my account appropriately and I am requesting an actuarial summary of my account.

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