Consumer complaint received 2016-11-21
Company: Ditech Financial LLC
State: TX
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
The outcome of a previous CFPB complaint against Ditech ( case # XXXX ) was that Ditech agreed they made an error by not including my PMI payment in my escrow analysis in XXXX XXXX, therefore this resulted in listing my monthly payment incorrectly, was told it was XXXX when in fact it should have been XXXX. I have been trying to get Ditech to correct their mistake since XXXX XXXX. XXXX XXXX, XXXX Ditech finally agreed they made a mistake and provided a solution to rectify the error, the issue is that they cant seem to follow through with their own solution. Per the compliant Ditech stated " Ditech 's records reflect that you currently have {$790.00} in XXXX, and your loan is due for the XXXX XXXX, XXXX installment. Along with the {$850.00} which is being waived, this will be enough to cover the XXXX XXXX, XXXX, installment and leave {$480.00} remaining in XXXX. Your loan will then be due for the XXXX, XXXX installment of {$1100.00}. You may apply the XXXX balance toward your next payment, in which case you would only need to submit {$680.00} for the XXXX XXXX, XXXX, installment. Otherwise you may have the remaining XXXX applied to principal ''. 
Due to my bankruptcy I can not speak to an actual Ditech rep but rather a 3rd party called XXXX Bankruptcy, who has no authority to make the necessary changes to my account and does n't seem to understand Ditech 's transactions on my mortgage. Per my phone call on XXXX XXXX, the rep and her supervisor still stated I was past due and they could not clarify with me why and stated I now have a balance of {$100.00} in XXXX, again they could not articulate why this was. 
Per Ditech 's proposed solution to THEIR error I followed through on my end by submitting a payment of {$680.00}. Based on what they said, I should now be current, with my payment due date of XXXX XXXX, XXXX. 
I did the simple math of how much I have paid from XXXX XXXX - XXXX XXXX versus how much I should have paid had I been told the correct payment amount : XXXX XXXX - XXXX XXXX - paid XXXX each month = XXXX. 
XXXX XXXX - paid XXXX XXXX XXXX - XXXX XXXX - paid XXXX each month = XXXX XXXX - XXXX XXXX - paid XXXX each month = XXXX These amounts equal {$12000.00} ( Amount I actually paid from XXXX XXXX XXXX XXXX. 
Had Ditech not made the error I should have paid XXXX each month, which would have totaled {$13000.00} XXXX amount I should have paid from XXXX XXXX XXXX ). 
So the difference between XXXX - XXXX = XXXX. 
Ditech agreed to waive XXXX so XXXX - XXXX = XXXX. 

I paid XXXX on XXXX XXXX, XXXX through Ditech 's website. Therefore I should no longer be past due and as of this moment my XXXX XXXX, XXXX should be due. 
I need Ditech to follow through with what they agreed and I need someone to understand my simple math as to what I paid versus what I should have paid and then subtract the amount Ditech agreed to waive and the amount I paid, per Ditech 's solution.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation