Consumer complaint received 2015-08-18
Company: Ditech Financial LLC
State: IN
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
In XXXX XXXX, Green Tree Services purchased our mortgage from our lender XXXX XXXX XXXX. We had never been delinquent nor had any issues with XXXX XXXX XXXX loan servicing. In XXXX XXXX we had filed Chapter XXXX Bankruptcy, 100 % full payback but the mortgage was paid outside the bankruptcy by us every month. Upon purchase we started to make payments to Green Tree. There was never an instance where we were ever 30 days past due and we paid our mortgage religiously. In XXXX XXXX our bankruptcy was discharged and fully paid. My issues with Green Tree are as follows:1. They refuse to remove it from the bankruptcy division and allow us access that other paying clients have on their website. Such as instant pay offs. 
2. Their statements they mail to my home never contain information on payments received previously or interest/escrow/principal details that would be on a normal statement. They claim those statements are mailed to my bankruptcy trustee, but they were not. 
3. We are in process of selling our home now and getting a payoff letter takes literally weeks and several phone calls. And they refuse to fax or mail the letter to us personally. However, every other Green Tree customer, who is not managed by the bankruptcy department, can obtain an immediate payoff via the website. I requested one payoff in XXXX XXXX and I had to make XXXX phones calls and threaten to sue before I finally was able to obtain a payoff letter. The sale was postponed due to Green Tree error with property taxes. So, on XXXX/XXXX/XXXX, I faxed a second request. Today, XXXX/XXXX/XXXX, I called and spoke with XXXX in the Bankruptcy division, who told me they did receive the request on XXXX/XXXX/XXXX but no one ever bothered to process the request. Even though the request had a deadline date of need for Friday, XXXX/XXXX/XXXX. He stated he would request a rush but could not guarantee it. 
4. The reason of the delay was I had called Green Tree on XXXX/XXXX/XXXX to find out status of original payoff request and informed them the property was being sold on XXXX/XXXX/XXXX. They agreed to send over the payoff letter immediately. I logged into their website that afternoon to print off my escrow balance and payment history. My escrow balance at that time was positive {$520.00} and change. When I logged in the next morning to check on something else, my escrow balance had went to a negative {$400.00}. Because they had paid the XXXX half of the property taxes. When I asked why they would pay when the taxes were not even due until XXXX/XXXX/XXXX and make the escrow negative, knowing that I called in to state the property was closing and being sold, they could not answer the question. 
4. They refuse to report to the credit bureaus our payment history and are affecting our credit scores. My husband and I have managed to re-establish credit and raise our scores into the high XXXX XXXX. Their refusal to report is affecting that because the payment history would have a positive impact on our scores. 
Their mismanagement of my requests for payoff, refusal to report to credit bureaus and early payment of property taxes has affected our financial security and well being. They will affect our ability to obtain financing on future homes by their actions. They are causing extra, undue financial expense with their failure to respond timely to requests and affecting our ability to close on the sale of our house.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief