Consumer complaint received 2015-09-11
Company: Ditech Financial LLC
State: NC
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
We have been trying to get a loan modification with Green Tree, since according to the girl that I spoke with at Green Tree two days ago, since XXXX!!! I think that it has been longer than that!!! Either our account representative or the person that the phone call rolls over to, voicemail is full or we never get the courtesy of a return phone call!!! I have received XXXX phone calls from XXXX different people at Green Tree, not even our account representative saying that they need to hear from me that day and all they leave is a name and phone number, no extension!!! I call them back that day before XXXX EST and either leave a message or attempt to leave a message and never hear back from them!!! They are located in Texas, XXXX time zones different from ours, so they should have plenty of time that day before they leave, I would imagine at XXXX, to return my phone call, if it was so important that I call them that day!!! We sent them all the information that they requested and received a letter back from them asking for paycheck stubs that we had already sent them!!! The letter gave us 30 days to get the paycheck stubs back to them! I called them XXXX times during that 30 day time frame to find out what paycheck stubs they needed this time, my wife 's paycheck stubs, my paycheck stubs or both of our paycheck stubs!!! I never heard back from them via phone or email, so on the XXXX day I emailed them the paycheck stubs!!! They had originally said that it would take about 30 days to do the loan modification, so 30 days after the last time I sent them the paycheck stubs, I called my new account representative and of course could n't get a hold of him either!!! I did get a hold of a girl who told me that the last paycheck stubs that they had received had to be received within 2 weeks of all the other information that they had already received!!! Nobody told me that verbally or by email!!! Why did n't they mention that in the letter that they sent me requesting the paycheck stubs??? How much sense does that make??? If they would have done that then I would n't have waited the whole 30 days that the letter said that I had to get them the paycheck stubs!!! If they would have cleared out their voicemail so that I could leave a message or returned a phone call when I did leave a message, then I would have known to send them them information in a 2 week time frame, not the 30 day time frame, stated in the letter!!! We originally had an account representative who come to find out was the manager of the department and then we received a letter stating that he was our new account representative!!! How much sense does that make??? He was already our account representative!!! The very next day we received that exact same letter dated one day later than the one we received the day before, that we have a new account representative with the same phone number, but a different extension!!! Today we received certified letters that said we are to appear in court the middle of next month for foreclosure proceedings!!! If Green Tree would have communicated better with us, they could have kept this from happening!!! The very first day that I spoke with our Green Tree representative, he told me that the Federal Government does not want another foreclosure, but it sure does look like they are going to get XXXX!!! I certainly hope that they do n't get ours after all that we have been through to try and save it!!!

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with non-monetary relief