Consumer complaint received 2016-04-25
Company: Ditech Financial LLC
State: GA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
In XXXX, XXXX, my wife and I refinanced our mortgage with Green Tree Servicing LLC. Our first payment was due on XXXX XXXX XXXX. Some time between XXXX and XXXX XXXX, XXXX, Green Tree Servicing reflagged as Ditech, A XXXX XXXX. I went to my local servicing finance office ( XXXX XXXX, Ga, where I am stationed, XXXX ) to set up the allotment. All the information was correct with my allotment ; the funds were removed from my end of month XXXX pay and sent to Ditech. On XXXX XXXX XXXX, I called Ditech to verify they received my funds. They told me they did not. I was told to call back again in five or six days. I called back after the suggested wait period to find out the status of my payment. I was told they did not receive my mortgage payment. I asked Ditech to search for my missing funds. I was told to fax over a copy of my end of month pay stub ( XXXX XXXX ), which I did. I further included an explanation of how to read the LES along with a request for a search on my missing funds. I was told to call back in a few days to verify the documents were uploaded to my account. I called back and was informed they received my request and XXXX. A search was initiated on my missing funds. During the month of XXXX, I went to my servicing finance office and verified, telephonically, with Ditech the three " company codes '' on file with the XXXX ( XXXX ). I was assured by the Ditech representative if the funds were sent to any of the three addresses provided they would receive them. I called on XXXX XXXX XXXX to verify Ditech received my next allotment. I was told they did receive the payment but I was still 30 days late on my mortgage. In the month of XXXX, I continued to call Ditech, on average of three times a week. I also received two to three collection calls a week. With each collection call, I had to remind the representative to review the notes on my account. During each call I was assured my payment was being looked for. Between XXXX and XXXX, XXXX, I spoke with over 30 different representatives, rarely the same one twice. I was told I had a designated account rep but I spoke to her only once or twice in the entire time. Finally, I was transferred to someone who seemed to actually care about the status of my account. I was told she would personally follow up on my account, which she appeared to do. In early XXXX, I submitted a complaint to the XXXX, which seemed to light a fire under Ditech. I was called by the helpful rep and told they collection calls at work and my home phone would stop. They were aggressively trying to find out what happened with my payment. In late XXXX ( on or about the XXXX ), I was told they found out what happened with my account. I was told they received my payment but for some reason did not cash it. Rather, they returned my payment to XXXX on or about the XXXX of XXXX, XXXX. I was told XXXX would reissue the payment and that my account would be brought to a current status when those funds were received. In mid XXXX, XXXX, I was told they received the funds from XXXX. This month, I notice my end of month pay was {$1600.00} more than it should be. I spoke with my finance office. I was told these were the funds from the missing XXXX payment, additionally I was told they would never reissue a check. The funds would be returned to me in order to make payments as necessary.. I called Ditech to find out what happened. I was told there was a " processing correction '' on my account in XXXX for {$1100.00}. It seems Ditech directly contradicted themselves in their conversations with me. My confidence in their ability to service my loan is shot and my belief in their ability to remain honest is also shot.

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