Consumer complaint received 2016-05-09
Company: Ditech Financial LLC
State: NC
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
There was a modification done on my house earlier this year through Ditech. I have been making my regularly scheduled payments with my attorney guiding the way.Once the modification was complete my lawyer was no longer involved with speaking with Ditech and that 's when they began doing a lot of unethical things. Ditech has been the most difficult company to deal with. I made a payment XXXX/XXXX/2016. I set up the payment through bill pay with my bank. Ditech claimed that they never received the check. Therefore I made a payment online with Ditech. After consulting with my bank they stated that Ditech was paid and placed a stop payment on the funds that I initiated through Ditech 's site. I called Ditech and spoke with XXXX and his supervisor XXXX. I was lied to numerous times. XXXX stated that they never received the money from my bank and that the funds that were stopped by my bank was due to an NSF. I got a fax number from her and had my bank to fax the information over to her however XXXX claimed that she never received the paperwork. I ended up allowing them to draft my account and they ran the payment three times which caused several problems with my bank account. XXXX told me that I could still use the bill pay with my bank but the payments would need to be made by the XXXX of each month to ensure that there were no late fees. So I set everything back up with my bank and waited for confirmation on XXXX 's payment being made on Ditech 's site. Finally XXXX XXXX rolled around and according to Ditech 's site they still had n't received payment. So on XXXX/XXXX/16 I called back and spoke with both XXXX and XXXX again it was the same situation. XXXX told me that the payment would had to be made by the XXXX not to incur any late charges and they had n't received anything from my bank. She in return stated that if my bank would fax her where the withdrew the money from my account she would erase the {$16.00} in fees. The following day I went to my bank and they faxed the paperwork. My bank also suggested that a cashier 's check be sent off with tracking from the post office since Ditech denies getting the funds. So we got the cashier 's check and proceeded to send everything off. I received confirmation from the post office that the check was signed for on XXXX/XXXX/16. Ditech did not post my payment so I waited a few more days. Finally on XXXX/XXXX/16 I called Ditech and spoke to XXXX and he said that they never received a payment from me, he basically told me that I was lying about sending the payment. I told him that the envelope was tracked and they did receive it. I faxed off a copy of the cashier 's check stub, the receipt and confirmation from the post office and called them back within 30 minutes of sending the fax. I was left on hold for about 20 minutes and XXXX came back to the phone and said that they had researched it and that they had lost my payment but they found it and it would be applied. XXXX was put on the phone and she apologized and stated that she would back date the payment to XXXX. When I checked my account with them the next day they posted my payment for XXXX. I called XXXX back because she did n't do what she said as far as removing the fees and posting the payment for XXXX. Now she will not return my call. My payments are normally {$590.00} and now they have this month 's payment set at {$620.00} because of all of the fees that they have racked up on my account. They have lied about receiving my payments and my bank has supplied everything to them that shows when the payments were sent. I have been charged late fees that I do n't owe. I think this is a scheme to get more money out of people. I have paid my payment on time and they have refused to post it when they receive it.

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