Consumer complaint received 2017-03-31
Company: Ditech Financial LLC
State: OH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
In XX/XX/2016 I was laid off temporally from my employment. I notified my loan servicer Ditech and asked for a special unemployment deferment that the HUD Servicing Center told me I was entitled to due the type of loan I had. The ditech rep ran a survey and said that I was technically allowed to get a deferment for the unemployment but he was not going to process it because he did not want to see me have to make a lump sum payment. He said I could just wait it out and when I got back to work in a month or so make a little larger payments for a month or two and be caught up. Well when I went back to work I called in and was informed that unless I made 50 % of the amount due they would not be able to except any payment at all. I was unable to pay that much at that time and asked for an application for loss mitigation and was told that it I was not eligible until the beginning on the following month which was XX/XX/2016. I then applied for the Hardest Hits Fund Program through my state while waiting to be able to get the loss mid. app sent to me. They still would not except a payment. I was approved for the Hardest hits program in XX/XX/2016, and they were going to catch me completely up on my payments. They sent the file to Ditech. After a few days I contacted Ditech to follow up on the Hardest Hits Program documents that was electronincly sent over. They said they were unable to receive them. Ditech being unable to open the electronic file went on until XX/XX/2016 50 days. Up to that point I was working daily with XXXX XXXX an executive assistant to one of the directors in Texas. She was finally able to get them to open the electronic file. It was a font issue I was told. The State of Ohio was also working with Ditech to get this resolved. While this was going on I was able to receive the loss mid app. and sent in via secure upload to ditech which they lost, then by fax which they lost, then by fax two more times before they received the paper work but not my paystubs so they wanted all of those sent again. I was told to do the loss mid app by ditech to keep it from going to legal while they figured out the computer issue with Ohio. Well about 40 days into the loss mid app they finally said they had everything they needed to have a complete package. But a week later never mind they lost my paystubs please resend. All the while Ditech is having computer issues and can not open the file from Ohio. This was all going on at the same time up to this point. Once they were able to open the file they also said I had a complete package for the Loss Mitigation. Remember they said the Loss Midigation would cancel once Ditech signed the Hardest Hits Fund Forms from Ohio. Well they got the file opened but they could not sign them electronically for some reason and could not print them because of another font issue. In the mean time the loss mid went through for a hamp but with no term changes or anything with a trial payment. I said I wanted to do the Hardest Hits Fund program, they said just make the first trial payment and by the time the second came due they would have everything back to Ohio and the HAMP would cancel out. Well I made the payment and the very day it cleared Ditech solved all their computer issues but said sorry since you made the trial payment we are not going to allow you to do the Hardest Hits Fund Program now. Ohio had been working with Ditech and had an agreement that when everything on Ditechs end got worked out that they would waive all the late fees that were building up, and they would back date my credit report payment history to show current from XX/XX/XXXX forward. All this is documented in writing with the Ohio Housing Authority and they told me to contact this agency to see if you could help get a resolution.

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