Consumer complaint received 2017-09-07
Company: Ditech Financial LLC
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Complaint against Greentree now known as Ditech Greentree took over our home loan on XXXX XXXX 2013 Here is the reason I am writing : Greentree called repeatedly at least 4 to 6 times daily on both my husbands cell phone and my own cell phone. The worst of it was not that they called, but when you answered and spoke with them, they did nothing but be little, harass and bully you. It was hard for me to understand why it became such a " personal attack '' rather than a business call. Many times I would be passed through at least 3 - 4 people during the same call and each would put their own spin of harassment on it with calls lasting up to an hour or more. I would be utterly exhausted when it was over. I was told I had 3 hours to get my payment into them, do whatever I had to do, call people, a bank whatever, but if I did not have the full payment within 3 hours, I would be foreclosed upon. I was terrified. I was told " It was coming across the desk the next day and they ( the person speaking ) was going to recommend it be foreclosed upon. '' I was asked if I wanted a short sale or if I would give them a deed of trust. It was so intense that I would get off the phone and hardly be able to function. This happened many times and to my husband as well and I have no doubt this played a part in contributing to his health issues. We were scared to death. Imagine losing your home, the only thing you have. If you could hear the recorded conversations that took place, you would understand what it was like to be badgered and berated. I was not trying to avoid paying. I had no intention of not trying to pay. It was horrible. I actually had a Greentree representative yell at me over the phone in a real display of anger, at which time, I actually asked them, " why are you yelling at me. '' I finally had to refuse to take their calls as it was affecting my health and emotional well being. As I began ( after seeking counsel, to realize the statements they were making were false and misleading and designed to make me give up my home. I was not being told the truth.
False and misleading information. I was told over the phone when making a payment, that Greentree would not accept my payment unless I also gave them 2 post dated checks. Greentree did not apply my payments. I was told in a conference call with XXXX XXXX XXXX XXXX ( XXXX ) representative that the reason Greentree was not applying my payments was because I was several dollars short ( even though, I paid the monthly statement amount ) and that I was not to worry because Greentree was offering me a trial modification. All of this is documented in my emails with XXXX. I was advised to make a complaint with the state of Maryland as to why my payments were not applied, which I did, and Greentree responded to the inquiry by the state as if I were in a trial modification and they were simply following the prescribed rules governing modifications. However, I never once, requested, applied for or signed any documents with regards to obtaining a trial modification. Frankly based on all that had taken place, I was afraid to sign anything with them. I read the paperwork they sent to me and it was filled with loop holes and misleading statements. In my opinion, it was written to confuse and deceive the homeowner into thinking they were " approved ''. I would not sign. I did not trust them. Bottom line. This is also attached.
Greentree Monthly billing statements were completely confusing to follow and understand. They way they set it up and changed it around made it virtually impossible to follow. Everything they did was done in a calulated method to promote foreclosure. I have also attached copies of these statements as well as a list of the payments I made. For the consumer, this is very difficult to follow and understand. My atty, XXXX XXXX requested a spread sheet of all payments which is nearly impossible to figure out and reconcile. Greentree took my payments and paid my house insurance and taxes ( which I normally paid directly ) which in turn took the money that I sent for the monthly loan payment causing me to fall further behind. Of course I did n't know this until I started investigating. They also changed my payment amounts accordingly.
I qualified for reduced taxes based on my income in the State of Maryland, but they took taxes for the amount billed prior to my tax reduction. It was several thousand dollars in difference.
My privacy was breached. A Greentree representative called my brother in law, my daughter and my church to ask questions about me. My church has helped us with a payment and because of that Greentree had their information. They had a representative named XXXX, who actually called and asked my church if they were doing a fund raiser for me, trying to get more money. I had no idea and had not given any consent for any of these calls. I wonder to this day, if others were contacted. I found out about these when these people called to question what was going on.
There would be numerous people taking pictures of our home, bringing letters to our home etc. It never ended.
I understand that we were late, it was a difficult situation we faced. My husband and I both worked for a non profit and lost our jobs due to the economy at the time. He was not well which complicated matters.
I 'm certain based on my experience, this was not a isolated case, but rather the norm for Greentree. It was not until I had to spend money that could have been used toward my mortgage that some of the harassment settled down. I want be be compensated for the emotion abuse as well as been given false information in the behalf of Greentree that could have caused me to lose my home and become homeless.
Ditech is now the name of the Greentree and was who I paid off when I sold my home.
However, if they in any way do business in this manner, they need to be shut down. It 's taken me a while to be able to address this, it brings back so much stress.
Respectfully, XXXX XXXX XXXX New Address XXXX XXXX XXXX XXXX XXXX, Maryland XXXX XXXX XXXX

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