Consumer complaint received 2017-03-02
Company: Ditech Financial LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Ditech Financial LLC has mismanaged my escrow account for my FHA loan. They have mis-appropriated funds and refuse to correct this. The following is a portion of a letter I sent them today : I contacted your office by telephone on XXXX/XXXX/XXXX to verify payment of my upcoming tax bill, due XXXX. It was discovered that you were preparing to send the wrong amount of money to the wrong county for the wrong address ; I advised your representative not to do that. Your representative assured me that, even though it might take 14 to 21 days to get right, your company would pay any late fees incurred on my account which was due XXXX. I asked her to have her supervisor call me back. 
On XXXX/XXXX/XXXX I called the Escrow Dept. and spoke with a man whose name was unclear XXXX XXXX XXXX, XXXX? XXXX. He informed me that the " escalation '' was completed incorrectly by " research '' on XXXX and he assured me he was " escalating '' it and it should take 7 - 10 days and re-iterated that Ditech would be responsible for any late fees. I asked him to have someone call me in 10 days then. 
On XXXX/XXXX/XXXX I called you and spoke with XXXX. She informed me that in fact the wrong amount of money ( {$880.00} ) went to the wrong place ( XXXX County ) and they did not bother to pay my taxes to XXXX County for XXXX XXXX, making my taxes on my home delinquent. A month earlier I had warned your company that you had a problem with my account, but you failed to take any reasonable action. I asked XXXX where to write with a complaint and she offered me a fax number. This will do as much good as phone calls. I asked that she have her supervisor call me. 
On XXXX/XXXX/XXXX I personally verified with the XXXX County Tax Collector that in fact you had failed your responsibility to pay the property tax. 
On XXXX/XXXX/XXXX I sent a message via Ditech.com. requesting someone call me. 
On XXXX/XXXX/XXXX I sent another message via Ditech.com requesting someone call me. 
On XXXX/XXXX/XXXX I spoke with the XXXX County Tax Collector in person and confirmed that the you finally made the delinquent payment and the late fee which they received on XXXX/XXXX/XXXX. Also around XXXX I received a letter from you dated XXXX/XXXX/XXXX stating your company had received my question about my account on XXXX/XXXX/XXXX and that I would " receive a written response within thirty ( 30 ) days from the date we received your correspondence. '' Also provided was the number for Customer Service. 
On XXXX/XXXX/XXXX after discovering yet another unauthorized disbursement I called your Customer Service number provided with your letter and spoke with XXXX. She informed me that it looked like on XXXX/XXXX/XXXX you sent {$460.00} to XXXX County for a tax lien. She could tell me nothing else, including why your employees refuse to call. I asked her to have her supervisor call me and she transferred me to Tax Dept. where, after a 3 minute wait, I spoke with XXXX. XXXX got my account number and then asked to put me on hold. About 4 minutes later she came back on and said she saw there was a problem, I asked her specifics and she started to double talk. I asked her how and why you had not fixed a problem you were made aware of on XXXX and she did not know. She then stated that money would not be restored to my account until the third parties who received the funds you took from my account returned them. I am not sure how your malfeasance is someone else 's problem. I requested she have her supervisor call me back. 
On XXXX/XXXX/XXXX I received a letter dated XXXX XXXX, XXXX stating that you were " ..in the process of reviewing your written request ... '' and " Our research is not concluded. '' This is colloquially referred to as " XXXX ''.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation