Consumer complaint received 2016-04-28
Company: Ditech Financial LLC
State: CO
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Reached out to Ditech for help and was on a 3 mo trial period which was all good We were getting an in house mod from them, until they stated they never received last payment in XXXX. Which was funny to us because we called about making that payment later in month due to unemployment check being received and was told it was okay. After mailing it we were called out of town for family emergency upon returning is when we learned via mail that foreclosure was again started due to XXXX payment not being received & gt ; I immediately called to see what was going on and called our bank to see if it was cashed. It had not been so I asked if I could then make payment to them this was approx. XXXX XXXX told them I would make both payments at that time XXXX & XXXX Was told that since we broke agreement they would not except either payment. all this coming from someone other than our point of contact she was never available. I explain the circumstance and that we were out of state and was not a where till now. Still no, we would have to start over with a new packet and info. Was told which packet to send in off their site and address as to where to send. So after doing our taxes we resubmitted all require papers and waited. this was in XXXX. I called and let them know they were on the way and to please let our point of contact know this. after weeks of waiting and no calls from them Started calling in XXXX all calls were sent straight to point of contact voicemail and left messages for her to call ( XXXX ). Have never received a call back never received anything about not receiving packet to save our home so was thinking all was okay and not to worried. Still continued to call but got no where. As of Monday XXXX XXXX found out our home is on XXXX for sale and the sale date is set for XXXX XXXX. So we call hope for emergency help. As with us they could not get ahold of XXXX for answers we did talk ith a rep who could not and would not help us and hung up on XXXX at XXXX with me on the line. Tried calling legal services for help XXXX gave me # but to no avail just a machine stating few lawyers to help. Call a bankruptcy attorney to see what could be done and contacted XXXX XXXX our mortgage holder for help. The next day I again called XXXX only to be told our4 months was up and to send in another packet would be of no help since it takes up to 10 to review that all we can do now it cure to keep home. That they could not stop the sale and give us time to be reviewed again. She did after stating yes I wanted a cure amount put in an urgent request for us with lawyer. She called the next day and said all I had to do was to call them for amount and gave me their # and a # I needed to get it. It took over an hour to get ahold of them and when I did was told they would not give it to us without proving we had funds to cure. Told them that is not what Ditech stated and we would n't know how much we needed until we knew the total needed. I also spoke with XXXX XXXX a XXXX that took our info and whats happening and escalated our case within their department. Hoping they can do something. All we want is our home saved and a chance to not be ignored and helped. If Ditech had done their job we would not be here. I also found out the new packet we sent was the wrong packet we were told to send by XXXX our point of contact. So no phone call about not receiving XXXX payment, no call about not receiving packet or receiving wrong packet. No availability from our point of contact or returned calls after leaving messages. And no way to speak with anyone else via phone system that takes your info and sends you straight to voicemail. Tried all available # 's for Ditech. This is a scam, their Lawyer is hendering us saving our home and the public trustee stated by law they have 10 days before they have to give you a cure by then to late to save home.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief