Consumer complaint received 2017-01-28
Company: Ditech Financial LLC
State: IN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
In XXXX of XXXX, I became aware that my local accessor 's office was assessing my property tax rate at double what I should be charged. On XXXX XXXX, XXXX I was given an escrow letter, reflecting that my tax liability for XXXX was XXXX, rather than XXXX that I had previously been billed. I was refunded the overpayment that had been made to the county. On XXXX XXXX, XXXX, I called Ditech ( account XXXX ) and asked how to update my escrow information. I sent my letter via fax. It has been confirmed several times that Ditech received that letter in XXXX. 

My escrow and payment amount was not updated. I requested an escrow analysis in early XXXX. I received a check for overages in my escrow account of nearly {$1200.00} dollars, but neither my tax amount or payment amount had been adjusted to reflect the changes in my tax amount. 

XXXX XXXX, XXXX I spoke to Ditech 's tax department and spoke to XXXX. He said that the taxes likely had not been updated because the escrow letter had not reflect the bi-annual amounts the mortgage company pays. They would contact my assessors office and then update. This process would take 21 days. 

On XXXX XXXX, XXXX, I called back. I was told that a note was made on my account on XXXX XXXX, XXXX that someone had contacted my assessors office, had been told my XXXX taxes had not been issued yet. The task was closed out. This did not address my issue. I was told that my account would be manually updated, and again it would take 21 days. 

On XXXX XXXX, XXXX and spoke to XXXX. She indicated that she could see all of this in the notes, but was not sure why no action had been taken. She sent a note to a supervisor and the escalations department. She said to call back Monday or Tuesday for an update. 

I called back on XXXX XXXX, XXXX. I spoke to XXXX, who told me that he could not do anything because escalations take 3-5 days. I asked to speak to a supervisor. I was sent to XXXX XXXX. He told me my taxes had been updated in one system, but that he would have to have it updated in a second system to correct my escrow and my payment amount. We discussed that the amount of my taxes was updated to {$700.00} bi-annually, rather than the {$730.00} that should have been update based on the letter sent from the assessors office. He assured me this would be fixed and that I would have my new payment amount prior to XXXX XXXX, XXXX. 

On Thursday, XXXX XXXX, XXXX, I called for an update, and spoke to XXXX. Nothing had been done on my account. After an extended amount time on hold, I was sent to XXXX XXXX 's voicemail without comment. I left a message with my information and phone number and request a return call. 

I never heard from XXXX XXXX. On XXXX XXXX, XXXX, I talked XXXX. I was told that the tax amount still reflected the incorrect {$700.00} amount, but that she would send me to customer service to update my account anyway. 
The customer service agent told me my account would be updated in 5-8 business days. I was told as a matter or certainty that I would be able to pay my new amount before XXXX XXXX, XXXX. 

On XXXX XXXX, XXXX I called for a status update. I was told by XXXX that my escrow had been updated on XXXX XXXX, XXXX. That I had been sent a check for {$700.00}, and that my new payment amount was update to {$870.00}, but would not be effective until XXXX XXXX, XXXX. I explained that I had been assured several times that I would be able to pay the new amount in XXXX. She promised to get it updated and follow up. She called back about 20 minutes later to tell me that a new escrow analysis would have to be performed to update my payment, that this would create a shortfall, and that my payment would go back up. I said no. I made my payment of {$990.00}, so that I would not be penalized.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with non-monetary relief