Consumer complaint received 2016-05-04
Company: Ditech Financial LLC
State: TN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On my mortgage statement on XX/XX/XXXX, i noticed an escrow shortage of XXXX. So on XX/XX/XXXX, my husband sent a check to the escrow department through his bank ( XXXX XXXX XXXX XXXX XXXX ) in the amount of XXXX. The escrow had to be paid by XX/XX/XXXX. Before i paid my escrow my mortgage payment would have been XXXX for XX/XX/XXXX. However, after i paid the shortage, my payment should have been XXXX. I noticed my payment had not changed. So, I contacted Ditech to inquire about this matter. I was told it had been corrected. Nevertheless, the site is still showing my escrow has not been paid. On XX/XX/XXXX, my husband sent a check for XXXX then on XX/XX/XXXX another check was sent for XXXX. Moreover, another payment was sent on XXXX on XX/XX/XXXX. I have spoke to XXXX different representative at Ditech to try to get the issue resolved. In fact, the last XXXX representative XXXX ID # XXXX and XXXX ID # XXXX who i spoke to on XX/XX/XXXX told me they were sending an email a supervisor to get my account corrected. So i checked the website to see if it had been corrected and found no change at all to my account. I called Ditech again today spoke to XXXX who said she did not have an ID # who said she was putting in a request to have my account corrected. I am really frustrated. So i asked to speak to her supervisor XXXX ID XXXX at call center in XXXX XXXX, XXXX XXXX I ask if she could see where a request had been made to re-allocate the money i had sent them. Oh course, she stated she saw the request.However, i have been told a request had been made so many times that i do not believe anyone is correcting my account. So, i asked for the representative who was assigned to my account XXXX # XXXX. I told her how many representative i had spoken to and how long i had been waiting to get my account corrected. She was rude and overtalking me saying there is a process and she can not snap her fingers and fix the program. I advised her that i paid my escrow on XX/XX/XXXX so how long should it take. She just kept talking over me. So i asked to speak to her manager, XXXX, Collection Manager, who said she did not have an ID #. These people are rude and does not care about resolving issues with their customers. My statement is always incorrect. I believe they purposely make the statements look like their customers are late on their payments so we can not move our mortgage to another mortgage company. It is deceitful. I have asked each representative to send me an email verifying they are having my account corrected but they all said they can not send me an email detailing our conversation. Can i send them a validation letter? I need something done about this mortgage company. My statement is still showing i have not paid my XX/XX/XXXX payment when it paid on XX/XX/XXXX and my escrow has not been paid. Furthermore, i have paying late changes they say the mortgage company before them said we owe. Bad Company ... Beware ... .just like Greentree Servicing ...

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with non-monetary relief