Consumer complaint received 2016-09-22
Company: Ditech Financial LLC
State: MD
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
XX/XX/2016 - Seen a vacant notice on my door, was instructed to call Ditech. 
XX/XX/2016 - XXXX called Ditech to request no more vacant notices be placed on my door because my home is occupied. Also requested an address to put in writing. Initially I was told there was no address to send a request, after rephrasing my question a couple of times I was placed on hold and later given the address of XXXX XXXX SD, XXXX to send my request. I was told my account was two months overdue. As the conversion continued I agreed to two payment arrangements 1 ) {$440.00} ( draft ) + {$400.00} ( escrow/held ) dated for XX/XX/2016, and 2 ) {$840.00} ( draft ) conformation # XXXX dated for XX/XX/2016. 
XX/XX/2016 - XXXX Left for vacation. 
XX/XX/2016 - XXXX returned from vacation and found the following : Garage door jamming, would not open. 
The original locks on my front door removed and replaced with new locks and a lock box. 
A notice on my front door instructing me to call XXXX XXXX. 
I spoke with XXXX service rep XXXX, was told she needed permission from my mortgage company Ditech before giving me access to my home, and asked me if I had a place to stay for the night. After being placed on hold, I was informed there was no answer from my mortgage company. XXXX placed the call on a second hold, upon returning, XXXX apologized and stated, it was obvious my home was occupied after reviewing photos taken from inside, she seen clothing hanging on the door, an ironing board setup in my bedroom, and food in the refrigerator and freezer. XXXX told me she would grant me access to my home. I was given the lock box code along with instructions on opening the box, what I would find upon reentering my home, and scheduling a contractor to do a " reversal '' which entailed changing the locks on my front door again. XXXX told me I would find the food I purchased in my refrigerator and freezer gone and cabinet doors and drawers open. This was exactly what I found along with mini blinds and front door damage, tool box, underwear drawers, and bathroom personal hygiene products in disarray. 
XXXX - I made a second call after reentering my home and spoke with XXXX concerning problems with my garage door not opening. XXXX made a request for an appointment to have my garage door repaired. I was given a reference #, and told I would hear from the gentleman who made changes to my garage door, no call or message received. Was told my home was entered twice, once on XX/XX/XXXX and a second entry on XX/XX/XXXX. 
XX/XX/2016 - XXXX spoke with XXXX rep XXXX concerning lock changing and garage repair, was told I had an appointment scheduled for XXXX XX/XX/2016. 
XXXX - Received a call from XXXX XXXX a XXXX subcontractor. Informing me he was outside my home. I was at work at the time and asked if he would wait 25 minutes, he agreed. XXXX XXXX and associate XXXX replace the XXXX front locks ( less sturdy ) and repaired my garage door by taking a pair of pliers and bending my garage door track back in place. 
XXXX - Called my mortgage company Ditech spoke with XXXX, asked why Ditech had XXXX to enter and change the locks on my home. I was told the following : My previous account manager XXXX authorized the " Re-key site visitation '' on XX/XX/2016 because the property was vacant. 
XXXX informed me XXXX thought the notes he added to my account per our conversation on XX/XX/2016 would stop the " Re-key '' but it did n't. 
XXXX also informed me Ditech would not grant me access to my home until my account was current/payment made. 
XX/XX/2016 - XXXX my doorbell rang it was XXXX XXXX from XXXX XXXX XXXX ( subcontractor for XXXX ), another attempt to harass me. I told her she was trespassing and sent her aways. I also contact the attorney general 's office

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation