Consumer complaint received 2015-09-06
Company: Ditech Financial LLC
State: VA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I had success when I recently sent in a complaint regarding my mortgage servicer ( case number XXXX ) and unfortunately problems continue to exist. The result of my previous complain was that the mortgage servicer was gong to finalize my modification, I received the modification after XXXX XXXX, 2015. I phoned GreentTree Servicing ( GTS ) on XXXX because I had a question regarding my XXXX/XXXX/2015 statement that showed I owed {$3200.00} to bring my account current, the representative ( XXXX ) I spoke with confirmed the amount and also told me that by making the {$3200.00} payment my next payment would be {$1400.00} for the XXXX payment. I began to schedule weekly payments of {$810.00} so that I would have the full amount paid by the end of XXXX. When he began to confirm the payments I was notified that each payment would incur a {$12.00} fee, I cancelled the payments and told him that I would schedule them through my bank to save the fees. I also inquired about the modification, he told me the payments would be {$1900.00} per month, I confirmed that if I paid the outstanding amount in full that I would be able to return back to my pre-modification payments of {$1400.00} per month, he confirmed that I could revert back to my original loan by making the {$3200.00} payment and that my next payment would be in XXXX but would be a little higher due to escrow, he also told me I would have to cancel my modification in order to proceed. I was transferred to another CSR who explained to me not to make payments on the outstanding amount until I received confirmation of the cancelled modification so that the monies I paid would not be applied to the modification payment, but would be applied to my outstanding amount. I received notification that my modification was cancelled on XXXX and submitted my first {$810.00} payment that same day, I decided to call GTS because I received a new statement that now stated I owed {$7200.00}. I spoke with XXXX again, the same one who told me that by paying the {$3200.00} that my next payment would be in XXXX, that is when he started to backpedal, I was extremely upset as I wanted to know how in 1 month there was an additional {$4000.00} added to my account this was the story I was told : the previous statement did not include escrow, this XXXX does, late fees were applied, it includes the amounts now due from the period where I was told to wait until they prepared and delivered my final modification. I also noted that there was {$700.00} in legal fees added from the period where they initiated legal proceedings for a supposed missed payment, when they ( in their own words ) had a transmission error and failed to apply my payment received on time, therefore they cancelled my modification and put my account in default status, even though they had he payment in hand. I was very frustrated trying to speak with the CSR. I have made a total of {$4200.00} ( {$1000.00} toward my XXXX mortgage payment ) in payments for the {$3200.00} I owed. I need some help in understanding how their statements can fluctuate so wildly month to month, how the CSRs continue to give erroneous information and I get penalized for it, and to get a reversal of late fees for the time period I was told to first wait for them to finalize the modification ( through XXXX ) and to complete the cancellation of the modification ( through XXXX ), and removal of legal fees for something that was caused by their error. I am hoping to get some help towards those ends. By the way my XXXX statement said I owed {$10000.00}, my XXXX statement said I owed {$3200.00}, and my XXXX statement says I owe {$7200.00}, I shudder to think what the XXXX statement will show. XXXX

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