Consumer complaint received 2016-01-05
Company: Ditech Financial LLC
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My mortgage was transferred, effective XX/XX/XXXX, from XXXX XXXX XXXX to DiTech. 

In accordance with the mortgage transfer instructions, I made a payment direct to DiTech for the payment due on XX/XX/XXXX. Payment was made via check, and was mailed, in accordance with the instructions, to XXXX. XXXX XXXX, XXXX, CA XXXX. As I did not yet have a DiTech statement or an account number I sent a copy of the transfer letter ( from XXXX XXXX XXXX to Ditech ) along with my check. 

Payment was made via check drawn from my XXXX checking account. The check was made payable to " DiTech Financial '', and was cashed by DiTech on XX/XX/XXXX. As I did not have a DiTech account number, I included my previous mortgage service ( XXXX XXXX ) account info on the check, thinking it would simplify the transfer completion. 

The check was for {$2900.00}, slightly more than the {$2800.00} due ; I had indicated on the letter included with the check that the additional {$40.00} was to be applied to the principal balance. 

I 've made 2 phone calls, to no avail, and I 've submitted 2 separate requests via DiTech 's customer service portal. During the phone calls, the customer service representative was absurdly rude and extremely condescending even as I explained I had a copy of the cashed check ... she insisted that DiTech did not cash the check. It 's absolutely egregious that almost XXXX weeks after DiTech cashed my check, my mortgage account has not yet been credited, and DiTech ca n't tell me what they did with my check. 

I 'm well educated ( XXXX ) and have a federal job that requires me to maintain a good credit worthiness rating ; DiTech 's mishandling of the mortgage transfer and inability to credit my mortgage account with a payment made weeks ago is putting my credit rating at risk. Also, end of year tax statements will be inaccurate due to their mis-handling of my payment. 

To make matters worse, as a result of my submitting a request for assistance via DiTech 's customer service portal on-line, I get a form letter that says, in part, that the communication is an attempt to collect a debt, from a debt collector. And, that they will reply in writing within 30 days. Unbelievable!!! Most ridiculous customer service model I 've ever heard of!! 

Put simply, I want the payment I made on XX/XX/XXXX, to be appropriately credited to my mortgage account, effective that day. This seems to me to be a very straight-forward matter ... I made a payment on time, DiTech cashed the check on XX/XX/XXXX and it still ( as of XX/XX/XXXX ) has n't been credited to my mortgage account. 

I have attached a front and back copy of the cashed check ( made payable to DiTech ), as well as a screen shot of my bank statement showing that the payment was drawn from my checking account. These documents have been previously provided to DiTech, as well. 

Please advise/assist. 

XXXX XXXX XXXX

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation