Consumer complaint received 2016-10-11
Company: Ditech Financial LLC
State: WA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I have been trying to terminate the Private Mortgage Insurance cost from my escrow payment for nearly six months, as a result of rising comparable sales and real estate values in the area. The property attached to the mortgage has easily surpassed the value needed to reach the threshold required to do so. The mortgage servicer, Ditech mortgage servicer, which I never chose to begin with ( original XXXX loan being sold to GreenTree servicing, then later merging with the current servicer ) has repeatedly stalled and obstructed my attempts to cancel the P.M.I. Customer service agents routinely offered no help and simply instructed me to fax their escrow dept. ; they allow no contact with that department directly. Despite several successful fax sends, I was told they could find no report of it. Finally, after receiving and processing a fax, I was delayed an appraisal by nearly three months for various reasons, e.g. no signature on the fax, failure to write a specific phrase on fax, no fax received, etc ... 
Often I would be relayed inconsistent information with the previous customer service agent. I was never allowed to deal with the same agent, either. Every successive agent gave me information or updates contradicting the previous person or previous letter I had dealt with, including most importantly : that I would need a loan-to-value ratio of below 80 %. This is key, for otherwise I would not have necessarily committed to an appraisal, as I would be held responsible for the cost. 
Following the appraisal, I received a letter which included a copy of the supposedly " independent '' appraisal. Even though I met with all the requirements given me to have this P.M.I. cancelled, they decided to then reveal new information. Apparently, because my refinance of my original 2006 loan was less than 5 years old ( currently it is 4 ) I would no longer just need a & lt ; 80 % ratio ; now I will need a & lt ; 75 % ratio. At no time was this information ever presented to me previously. Add to that, their calculations made no mathematical sense, and no customer service agent could even explain it to me. 
The appraisal set up by the company, not me, approximated the value at {$240000.00} while comparable sales in the local area PLUS a county assessment put the real estate values at a MINIMUM of {$260000.00} ( county values being traditionally lower than market rates ). In light of these incongruent discrepancies, I called for what must be the 100th time over the last six months in order to inquire about possibly using a more reliable appraisal. For example : the county assessment of {$260000.00}. After spending a half hour trying my best to convey this idea to yet another customer service agent who knows nothing about my case, she then put me on hold and transferred me to a " supervisor ''. Immediately upon her answering ( she never revealed her name ) she proceeded to shout at me recited responses before I even got a chance to ask anything. As soon as I began to speak, she would shout over me some more and ultimately informed me that there was nothing either they or I could do at this point, so " have a nice day '', and then hung up on me. 
Clearly this company, Ditech, is not willing to work with me in any way, and I have yet to figure out if they are operating with total incompetence, or worse, they are bad actors dealing in less than a transparent fashion. After the recent events regarding XXXX XXXX, I am inclined to lean to the latter ... 
As a result of this treatment, which barely even highlights what I have had to deal with, I am stuck paying a monthly fee for the foreseeable future, even though by any rights I should not have to ; I have never missed a payment in 10 years of holding this property.

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