Consumer complaint received 2016-12-12
Company: Ditech Financial LLC
State: WA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Ditech 's Escrow accounting errors and lack of willingness for reconciliation Ditech 's inept accounting system in XXXX was unable to properly process Escrow payments. Two XXXX acct escrow payments were misapplied. Unfortunately Ditech has been unable, or unwilling to remedy the problems. To document Ditech 's error prone accounting system : A. My auto pay mortgage is sent to Ditech Financial LLC XXXX, XXXX, XXXX However, my Escrow Payments are sent to the Escrow Department : Ditech Financial XXXX. XXXX B. Ditech 's inadequate accounting system was unable to decipher an escrow payment from a mortgage payment and misapplied the escrow funds. Ditech account reconciliation sheets are available. 
1. NOTE A - XX/XX/XXXX Escrow payment of {$2100.00} was misapplied to {$1100.00} ( A1 ) principal Unapplied funds, and {$1100.00} ( A2 ) to mortgage unapplied funds rather than escrow. See attached reconciliation sheet 2. NOTE B XX/XX/XXXX Escrow payment of {$2100.00} was again misapplied to principal Un-applied funds {$1100.00} ( B1 ), and XXXX ( B2 ) to mortgage un-applied funds rather than escrow. See attached reconciliation sheet 3. At least four Ditech representatives documented Ditech 's faulty allocation of escrow funds. These representatives included, XXXX, extension XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX, XXXX. My misappropriated funds were then assigned to my next mortgage payments while putting my Escrow account into delinquency. 
A. Ditech 's extremely poor customer service then created another set of problems. I tried numerous times for resolution. I contacted a minimum of fifteen Ditech representatives virtually all stated they agreed with the genesis of the problem and would get it rectified. Promised call backs after they researched the resolution were non-existent -included XXXX XXXX Ext XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX- XXXX plus others. Zero returned calls from voice mail messages, and none of my calls answered. 
B. On XX/XX/XXXX supervisor XXXX- XXXX volunteered that Ditech would totally rebuild the account to provide funds into the correct sequence and account locations. See claimed to be the one who could rectify the problems. I agreed to make two payments which she was going to monitor to make sure they did n't drop into the " black hole again ''. On XX/XX/XXXX two payments ( {$2600.00} & {$4600.00} ) were received by Ditech.. XXXX promised to call when the funds were received and properly distributed and to call when she received my documenting fax - no calls, wo n't answer her phone See attached documenting fax. 
C. As of XX/XX/XXXX, no returned calls from XXXX after 6 messages. Conclusion and reconciliation : 1. Had the payments sent to the correct Escrow office been applied to my Escrow account, we would not be having this disaster. 
2. Had XXXX - extension XXXX - followed through on her promises to call and return calls, we probably would have already properly remedied this account. 
3. This is very simple math, match the amount owed for both mortgage and escrow to amounts already paid for mortgage and escrow. 
4. Expunge any and all record deficiencies from my account.

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