Consumer complaint received 2017-01-06
Company: Ditech Financial LLC
State: MI
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
19 years ago I took out a loan for the purchase of a mobile home which is my primary residence. Over the years the loan has been sold and was eventually acquired by GreenTree who later became merged with a company called Ditech that shared their parent company. For the last few years we had an automatic payment online set up electronically with our bank to make our monthly payments. Over the last year or so we have also been consistently making extra payments to pay down the balance quicker. For every payment sent, Ditech would show the ACH payment posted to the same day. 
On XXXX XXXX, 2016 I called Ditech and received a payoff balance of {$10000.00}. We then proceeded to send XXXX payments through our normal payment method on the same day, which equaled that payoff amount, see attached. 
On the next day we call Ditech automated telephone system to check on balance, which did not reflect the payments. Over the course of the next week and a half we made multiple phone calls and talked with several individuals who stated that the payments were not showing up on our account. We also contacted our bank and had them confirm that the payments had gone through and verified the Transaction numbers. On XXXX Ditech took an additional payment of {$390.00} through their auto-payment program. We again called them, spoke with a XXXX and a XXXX, who asked us to fax over a statement from the bank for the " Finance Dept '' to review our account, do an " Internal Audit '' and we 'd hear back within 72 hours. On XXXX/XXXX/16 we faxed Ditech confirmation from our bank that the payments had been made, see attached. On XXXX/XXXX/16 we spoke with a XXXX who said that " our account shows a " XXXX balance '' and they would " do an analysis of the account and send us our refund of the payment that they took ( including the interest ) '' We were charged {$74.00} in interest on their XXXX statement to us. After not seeing any changes on our Ditech online account, we called and spoke to a XXXX who, along with a supervisor named XXXX XXXX, both agreed that the payments were showing as applied. but it did n't affect our principle balance and they would also refer this to their " Finance Dept ''. 
I called XXXX XXXX, XXXX, Ext. XXXX on XXXX and he stated the first he had heard of the situation was a week ago and would call us back in two days after looking into the situation. After a week, XXXX XXXX, I called him back and he was still unable to provide us with a resolution and stated " these things take time ''. He asked us to call back in two days, which we called back the following week, left several messages on his voicemail over several days but he never returned our calls. 
To this date, the XXXX payments do not reflect on our balance. 
In the two months since we have made our XXXX payments we have realized that Ditech has a policy of how they should receive a loan pay off which we did not follow. However that still does not account for the fact that these XXXX payments, made the same way as all of our other payments and " pre-payments '', still were not credited to our account. At this point, we 'd like to : 1. Receive a pay-off letter stating that the loan has been completely paid off with no balance due ; 2. Release their lien on our property ; 3. Refund the additional payment of {$390.00} taken from our bank on XXXX/XXXX/2016 and ; 4. Close our Ditech account

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