Consumer complaint received 2015-07-29
Company: Ditech Financial LLC
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
My real estate agent is doing a short sale on my home. Green Tree hasa XXXX lien on the property. They gave us an approval letter on XX/XX/XXXXgiving us XXXX weeks to close. My agent called them to ask for XXXX weeks so thebuyer would have time to process his loan. She was told if XXXX whoholds the XXXX lien gave us more time, Green Tree would give us anextension. XXXX said, we needed at least XXXX days to close on the file. 
Agent called back left message with no response from GreenTree. 
Agent kept calling/emailing every few days with no response. Agentcalled and tried to email GreenTree directors but emails would n't go thru.. XXXXAgent left messages on other GreenTree phones to no avail. After XXXX weekone GreenTree personal called back and told agent that loan wasscheduled to be charged off on XXXX/XXXX/15 and to resubmit paperwork to faxnumber on the approval letter and call XXXX hrs afterwards to confirm receipt. Agent kept calling every few days leaving messages to no avail. 
Agent called and got a live person and asked to speak to a manager. 
Manger came on the line, agent told manger the problem and thatmanager gave her the manager XXXX XXXX phone number to theLoss Mitigation Department. Agent called Loss Mitigation managerand left him a message. No response from manager. I called and left hima message also with no response. Agent called him back next day andhe answered the phone. She explained the situation to him and hisresponse to her was. " A good agent could get this closed in 2 weeks. 
Agent responded that the buyer needed more than XXXX weeks to processhis loan and if it was a cash buyer, XXXX week was doable. Managersresponse was, '' they close cash deals in XXXX days and a good agentcould get it done and that was the bottom of the barrel ''. Agentresponded the buyer needed XXXX days to close and XXXX wanted XXXX daysto close also. Manager said he was emailing another manager to see ifthey were going to charge off the loan on XX/XX/XXXX and would get backwith agent. Agent asked him if he would call back that day or Friday thenext day and he replied no, I will call you back on Monday. Monday camewith no response from Manager so agent and I called and left managermessage asking him to call back. No response. Agent called back later inthe afternoon and manager answered phone and stated they werecharging off loan on XXXX/XXXX/15, but if agent could get manager XXXX notcharge off the loan he would give us until XX/XX/XXXX or XX/XX/XXXX to close on the file. 
Agent and I have been calling XXXX, for the last XXXX weeks with noresponse from her. We have left messages for other GreenTree personalwith no response from them. On XX/XX/XXXX agent called customer service, talkto XXXX and asked for a manager. He responded none were available. 
she explained the situation to XXXX and he said XXXX was at lunchand would be back in XXXX minutes and he emailed her asking her to callagent. No response as of today XX/XX/XXXX from XXXX or anyone else. Wehave worked so hard to bring this file to the closing table and we onlyneed GreenTree to allow us XXXX days to close the loan. If Green Treewould have given us XXXX days to close when they issued the approvalletter on XX/XX/XXXX we would be closing on this file on XX/XX/XXXX. We have tried forthe last XXXX days to resolve this issue with GreenTree and have had NOresponse from them. We need help! 
Thank you in advance for all your help!

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