Consumer complaint received 2017-05-29
Company: Ditech Financial LLC
State: WY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
In   XX/XX/XXXX   due to the downturn in the oil industry we entered in a forebearance plan with our mortgage servicer Ditech Financial..we had  6 trial pay ments that would end in   XX/XX/XXXX  at  which point as part of the forbearance we could pay a balloon payment or if our financial situation had not improved by then apply for a loan modification through loss mitigation.We made all six of our trial payments and began the process to apply for the loss mitigation.. from that point on we are consistently told a document was missing or something was n't filled out correctly or we needed to resend documents ... we did this over and over.. the modification itself was only supposed to take 30 days and in that time since we had no agreed-upon terms or amount to pay we would voice Our concern about it dragging out and it causing us to lose our home and they would always say that that was n't even on the table or that was n't in the works and that we would have many other options long before that happened.. we were constantly moved from account representative to account representative we hardly would be able to talk to the same people we were constantly being told different things by different people.. we were faxing things over and over and then we were told to upload and then we were told not to upload we were constantly getting different stories every time we talked to someone. Finally they said around  XXXX  or  XXXX  of this year they had everything that they needed and it would be going into underwriting and we would hear back in 30 days.. when the 30 days past we called and was told by somebody that they needed another pay stub which we sent and then called back and talked to somebody else and found out it was n't the pay stub it was supposedly the profit-and-loss and then we called and talked to somebody else and then it was the schedule C missing from our tax returns all while this was supposedly in underwriting! and then we eventually found out that we had been kicked out of modificatio n Again ... around this time we received a letter from an attorney with an intent to forec lose when we called one of the representatives he told us it was a formality and not to worry about it and that we would have other options and then another account Representative told us that there could be a sale date set at any time and that we would have to restart a modification all over again.. without guarantee of it being approved or we could reinstate the loan or do a deed-in-lieu of foreclosure.. we obviously chose to reapply for the modification not wanting to lose our home.. we sent in ANOTHER completed loss mitigation packet on  XXXX   XXXX  well within 37 days of the sale date of the home ( which is set for  XXXX   XXXX  ) .. again we were moved to another account representative and received no notification that they had received a complete modification pack ( only know they did because we keep calling ) and have only been kept up-to-date when we call in every week we have been told that they will not stop the foreclosure date just because the modification is in review and are now being told that it could take more than 30 days to review even though they have consistently told us that a complete loss mitigation packet would take 30 days to get an answer.. after researching and talking to attorneys it seems like this is in violation of dual tracking law.. we are trying everything we can to try to save our home and all we want to do is get this modification done and resume our mortgage and they are making it impossible to do and it is crazy to think we are going to lose our home when we just want to be able to pay our mortgage payments and that they have been the ones dragging this out and we have done everything they have asked us to do over and over again.. the last time I called on Friday to check in and make sure that they were n't saying anything was missing or incomplete my account representative was exceptionally rude and condescending and denied even seeing that there was any payments made on our account after   XX/XX/XXXX  a nd eventually hung up on me. At first we thought we were just having extremely bad luck but as things drug on it just seemed like things were n't on the up-and-up so we started looking into it and finding out that this is happening on a very large scale and that the company seems to be operating on border line fraudulent/illegal activity

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation