Consumer complaint received 2017-01-18
Company: Ditech Financial LLC
State: NY
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On XXXX XXXX, XXXX my Bank, XXXX Bank reported that XXXX, XXXX was withdrawn from my checking account and this was done without my knowledge or authorization. I have never made a double payment, and the payment was made online and I did not go online that week at all. I then transferred XXXX dollars from my XXXX bank checking account to my savings account to prevent anymore unauthorized charges and I alerted XXXX bank. They instructed me to contact Ditech and I did, letting them know what happened via phone. The Ditech representative noted that I had never made a double payment in the past and the amount that was taken did not even equal a two month payment which was another inconsistency. The Ditech represented asked me to send a copy of my bank statement showing that the money was taken out of my account and they would return the money. I told her just to return the balance after one payment because I still needed to pay a XXXX payment if they gave the total amount back, so do n't return all the money. She agreed to just send the balance after the XXXX payment, and on XXXX/XXXX/XXXX the balance was return to XXXX bank. 
After this conversation with Ditech costumer service, I tried to make an electronic payment online on XXXX XXXX, XXXX and my account was denied online payment. I then tried to make a payment by calling in and all the service lines were down, and all calls were reverted to someone 's answering service mail box. I left XXXX messages and sent an email to customer service. I sent another email the next day and received XXXX automatic responses via email with no communication about my inability to make a payment. I mailed a check on the third day and still no communication from Ditech all their lines were down for two weeks. I decided to call the Better Business Bureau, and they stated Ditech has a history of no contact with costumers for a month. They suggested that I keep mailing my payment and if I am unable to contact them in a week call them back and file a complaint. I started mailing my payment with a different Bank XXXX XXXX to keep better track of payments. After a month I received a letter from Ditech stating that if I am having a problem making a payment I should refinance for a 40 year mortgage or call the number to discuss modifying my loan. I called the number and I got an actual Ditech customer representative on the phone. They started to say the same thing to me that the letter sent explained and I asked them to look at my account and they stated they see the inconsistency and that the money was returned and that my last payment was placed in another account and not credited to my mortgage. When I asked why, the represented stated they do not know and would pass my case to a supervisor. I explained I had sent my bank statements previously and they prove I am current and only my XXXX payment is due. He said he could see the bank statement and this was recorded as a Ditech error originally that is why the repayment was issued. He stated he does not understand what he is looking at and would send it to his supervisor and they would contact me on XXXX/XXXX/XXXX. No one has contacted me today, and when I attempted to call the number once again my call was diverted to a person 's email all lines down again. 
I am sending a copy of all Ditech statements that show payments made and inconsistencies within the statement for XXXX/XXXX/XXXX shows payment received, XXXX/XXXX/XXXX, payment received, XXXX/XXXX/XXXX double payment received, XXXX/XXXX/XXXX payment received and Delinquency Notice for XXXX/XXXX/XXXX, XXXX. On the same statement that a payment is recorded. Where does this Dequincy come from if the Ditech statements report those months are paid. It looks like two different offices not communicating. 
I am sending copies of Bank statements Highlighted that show XXXX Bank payment made to Ditech XXXX

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