Consumer complaint received 2016-06-17
Company: Ditech Financial LLC
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
We have multiple accounts with ditech.com. XXXX is set up on auto pay, house XXXX. The other XXXX I had been making by phone. They " overhauled their system '' so that they began charging either {$19.00} or {$10.00} to make a payment by phone and urged us to set up an account on their website. We did that, I made a payment to XXXX account fine, for house XXXX, but apparently the XX/XX/XXXX payment to another account, House H, went to the account already set up on auto pay ( house XXXX ). I was n't aware this happened until it was time to make XXXX 's payment. On XXXX XXXX, 2016 I called ditech and said that I had made the XX/XX/XXXX payment for house XXXX They said that if I faxed proof of payment, the account would be updated immediately. I faxed the proof as they required. Then to follow up, I spoke with XXXX at ext XXXX. He said he " would send the request to maintenance '' and to give him " two days to work the kinks out of the new system ''. He said he worked noon to XXXX, call back then. I called, noon, XXXX, XXXX and XXXX extension went straight to voice mail. I was still trying to make XXXX 's payment which " the system '' would not accept because " the system '' had not yet been told that I made XXXX 's payment. It took many hours to finally reach a tech named XXXX at ex XXXX, who was able to " override the system '' and accept XXXX 's payment. By XXXX I was able to get a confirmation from XXXX for the payment. By XXXX I still had not heard from XXXX, so I escalated to his supervisor, XXXX XXXX XXXX. I was placed on hold, hung up upon, told that XXXX was now available, then placed on hold again but finally was able to speak to XXXX XXXX. XXXX XXXX now tells me that it will take AT LEAST several more days to re-allocate the payment to the correct account for house XXXX, that he " completely understands '' my " frustration '' but makes no apology for the hours I have had to spend on the phone trying to make XXXX 's payment on time and getting a misallocation error corrected. 1. I want my accounts corrected so that they accurately reflect the payments that were intended to be made on them on the day ( s ) the payments were made, including back-dating if necessary. 2. I want a " cease and desist '' order placed on account XXXX until the payment is allocated correctly to that account so that no deleterious files or notes can be written or reported about it. 3. I want Ditech to write a letter explaining what happened and how they will or have corrected the error that I can keep in my files as documentation. 4. I want our credit report to accurately reflect that no payment was ever missed, that all payments were made on-time and in-full, and 5. I want ditech to make sure that " their system '' is fixed so that they correct errors more quickly. 6. I want ditech to provide better communication so that it 's not so difficult and time consuming to correct a mistake. 7. I want ditech to have make sure that every account has it 's own page, so that it is not possible or at least extremely difficult for a payment to be applied to the wrong account erroneously. Thank you

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