Consumer complaint received 2015-11-21
Company: Ditech Financial LLC
State: IL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
We purchased our home XX/XX/XXXX. We have been paying mortgage via auto pay through checking acct {$700.00} plus every 2 weeks since XX/XX/XXXX and we were never late. We were working with our mortgage company XX/XX/XXXX to completely pay off mortgage {$25000.00}. The mortgage was sold to Green Tree and we were not properly notified to change our direct payment method. Since XX/XX/XXXX we have been contacting Green Tree to get a total pay-off amount for mortgage. We requested the pay-off amount many times and were told it was being processed. Collections constantly called us early and late harassing us. They made comments like who did you talk to. That person no longer works here. You need to pay us. After not receiving a pay-off amount we called customer service and repeatedly left messages which were not returned. This went on for months. We would receive a figure to get the loan current but not the pay-off amount. Loan modification people began to call telling us they could lower our interest rate, roll arrears into the back end and there was no need to pay-off mortgage. We told them we have been requesting a pay-off and we are not interested in modification. We were served with foreclosure papers XXXX/XXXX/XXXX. We frantically called Green Tree trying to get the total pay-off amount that we have been trying to get since XX/XX/XXXX. Customer service told us the request had been mailed and emailed but we did not receive the pay-off amount. On XXXX/XXXX/XXXX we went downtown to meet with a lawyer from XXXX County legal clinic for assistance in filing an appearance and answer to the foreclosure complaint. The case management court date was set for XXXX/XXXX/XXXX. The legal clinic lawyer asked us to request a total pay-off amount again in writing and we sent request to Ditech and their lawyers. In the meantime, we were constantly being harassed by collections and modifications. We received a pay-off letter on XXXX/XXXX/XXXX from Ditech dated XXXX/XXXX/XXXX with an amount of {$33.00} that was good until XXXX/XXXX/XXXX. Both dates were 3 weeks old. On XXXX/XXXX/XXXX, we received a letter from XXXX XXXX firm dated XX/XX/XXXX with a reinstatement fee of {$20000.00} and not the total pay-off amount that we have been requesting. On XXXX/XXXX/XXXX and XXXX/XXXX/XXXX we received more phone calls from Ditech collections. We again told them we have been requesting a total pay-off for the mortgage. Collections verified that the letter dated XXXX/XXXX/XXXX should not have had the same good to date as the letter date. Collections also verified that the letter from XXXX did not give us the total pay-off amount as we requested but a reinstatement amount. After being on the phone for more than an hour and switched between departments we were transferred to XXXX in cc to get a total pay-off amount. It was confirmed that our multiple requests were on file. XXXX emailed us the total pay-off amount. We were shocked that it had grown from {$25.00} to {$33000.00}. We discussed payment methods with XXXX and verified wiring instructions. He told us taxes/insurance would be paid from escrow and paperwork would come in about 38 days. We did not go to case management since we finally had a figure and we wired {$33000.00} the following day XXXX/XXXX/XXXX. A week to 10 days later, we noticed the money back in our account. On XXXX/XXXX/XXXX we called and was placed on hold and transferred from department to department again. We were rudely asked who did we talk to. We received no answers.They asked us to fax the statement back to them which we did the next day. We paid but no one explained anything to us. XXXX said she would look into it. We told her we paid and end of story. Two days later we get a message that we will receive something from the lawyer no explanation. XXXX/XXXX/XXXX we receive a letter from Johnson/Blumberg dated XXXX/XXXX/XXXX with a pay-off amount of {$35000.00} good to XXXX/XXXX/XXXX and no explanation.

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