Consumer complaint received 2016-05-28
Company: Ditech Financial LLC
State: NC
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On Friday XXXX XXXX, 2016 I made a payment thru ditech 's online payment system, in the amount of {$800.00}. The transaction completed, and debited my checking account the following Monday XXXX XXXX, 2016. Because the ditech debit transaction debited my checking account, I did not feel it necessary to follow up to be sure that the payment was properly applied. On Wednesday XXXX XXXX, 2016 between XXXX and XXXX, I received a call from someone named " XXXX XXXX '' at extension XXXX requesting that I make a payment on my supposed delinquent mortgage. I informed XXXX XXXX that I had made a payment via ditech 's online payment system for {$800.00}. She then replied yes, I see that payment, because it was paid early it was applied as a principle payment, not a regular loan payment. XXXX XXXX explained that this will be straightened out in 24 to 48 hours, and she was reallocating my payment for me. I thanked her, and we both hung up. The following day, Thursday XXXX XXXX between XXXX and XXXX I received a call from someone at ditech named " XXXX '' who informed me that the purpose of the call was to collect a debt. XXXX informed me that I needed to make a payment on my delinquent mortgage. I explained to her that I had spoken with XXXX XXXX the previous day, and this matter should be resolved. She replied " I 'm sorry sir, you are correct, I show the payment has been made, and I will make sure you do not receive any further calls ''. I have not received any further telephone calls. 
I received in my mailbox on XXXX XXXX a late notice, dated XXXX XXXX, 2016, and my billing statement, dated XXXX XXXX, 2016. Just to be sure that this matter had been resolved, I signed on to the online account system, which now showed that my fixed rate mortgage has somehow been changed to a variable rate mortgage, without my knowledge or approval, and the misapplied payment still had not been corrected. I have made numerous telephone calls, and spoken with service reps, supervisors, and a ditech director. All of them agree that I made my payment on time, and that the payment was misapplied by ditech, but none of them are willing to make this correction for me, and insist that the research department has to investigate first. It has been well over a week, and I have been unable to get this corrected ; ditech refuses to connect my phone call to someone that can correct this mistake. It has now come to the point in time where another payment is due, and I am concerned that this payment will also be misapplied. The other problem is the modification of my mortgage loan from a fixed rate loan to an adjustable rate. Nobody can explain how this happened, or how it is going to be corrected. I seem to have no other recourse with ditech, as I can not get any resolution to their mistake, employees are unwilling ( claim to be unable ) to make the correction to their company 's mistake. I am beginning to get concerned that ditech is committing some sort of fraudulent activity, by changing my fixed rate mortgage to a variable rate, and by misapplying my payment, it shows my account as delinquent ; and will start causing late fees to be applied. The initial late fee was reversed after the first telephone contact, but I am concerned about this company 's future actions.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation