Consumer complaint received 2017-11-14
Company: Ditech Financial LLC
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I, XXXX XXXX, am writing this letter to dispute the charges for the XXXX XXXX XXXX of {$2000.00} dated XXXX XXXX, XXXX. 
To resolve this matter, I would like all monies paid to the XXXX XXXX XXXX returned to me or applied to my principal balance immediately. Once this action is completed, please send me a letter specifying the amount reimbursed to me or credited to the principal balance of my account # XXXX. 
The preceding is a timeline of what has occurred and the actions I have taken to resolve this matter : On XXXX XXXX, XXXX, I filed a police report case # XXXX of the breakin and damage to my property in XXXX, MD. 
In XXXX, XXXX, after speaking with my insurance carrier, I cancelled the fraudulent claims made by XXXX XXXX to my insurance company for roof damage since there were no existing damage to my roof which I routinely maintain with asphaltic roof coating. 
In XXXX XXXX, after several months of discussing and providing proof of the multiple damages to my property, XXXX XXXX agreed to settle the matter with a lump sum payment. I submitted copies of : o Pictures of the multiple damages to several entry points, o The City of XXXX Police Report Case # XXXX, o Multiple estimates of {$3000.00} worth of damage caused by XXXX XXXX to several entry points, On XXXX XXXX, XXXX, I signed a notarized letter to XXXX XXXX and received a payment dated XXXX XXXX, XXXX for the agreed settlement. 
During XXXX XXXX, after speaking with a Ditech Customer Service Representative, I was made aware of the Corporate Advance Fee of {$2000.00} that was charged to my Ditech account. I asked for a description of the charges. I was told to write a letter requesting a copy of the charges and fax the letter to ; Ditech, XXXX. Box XXXX, XXXX XXXX, SD XXXX, Fax : XXXX On XXXX XXXX, XXXX I faxed a letter to XXXX as advised requesting a copy of the Corporate Advance Fee. 
I received a letter dated XXXX XXXX, XXXX from Ditech stating the matter was being investigated. 
On XXXX XXXX, XXXX, I received a letter from Ditech indicating the charges of ; o Roof Work Patch Work {$1000.00} o Winterize Dry System {$250.00} o Lock Change {$40.00} o Treated/Cleaned Discoloration {$220.00} o Cap Sewer Line {$100.00} o Cap Water Line {$150.00} o Change Additional Lock {$120.00} o Replace Chimney Cap {$250.00} Total {$2000.00} On XXXX XXXX, XXXX I called Ditech to exclaim my shock when I found out that the Corporate Advance fee was for work that was never done to my property. 
o At no time was there any improvements made to my property by Ditech or XXXX XXXX with or without my knowledge. 
o I asked the Ditech representative for copies of pictures of the before and after work that was completed. They said no pictures were submitted by XXXX XXXX 
o I asked the Ditech representative for copies of the receipts of the work completed at my property. They said no receipt was provided by XXXX XXXX 
o I asked the Ditech representative for copies of the authorization to complete the work, and again the Ditech representative wasnt able to provide proof of authorization to complete the work stated above. 
o The Ditech representative said they received a bill without any documentation or proof of work from XXXX XXXX 
Ditech paid XXXX XXXX the invoice without documentation, then they billed my account with a XXXX XXXX XXXX. 
I asked the Ditech representative for a full refund of the Corporate Advance Fee, since none of the above described work was ever completed at my property by XXXX XXXX or anyone else with or without my knowledge and authorization before or after the damage to my property in XXXX, MD. 
o Instead of resolving the dispute with a full refund to me or credit to my account, the Ditech representative asked me to submit proof of : The damage and breakin to my property that was reported on XXXX XXXX, XXXX to the City of XXXX Police Report Case # XXXX. 
Copies of pictures showing the damage to my property caused by XXXX XXXX. 
Copies of the Receipts of the XXXX to Repair the damage to my property caused by XXXX XXXX 
Copies of the settlement letter dated XXXX XXXX, XXXX, for the settlement paid to me by XXXX XXXX for the damage to my property reported on XXXX XXXX, XXXX to the City of XXXX Police Department. 
And to email the documents to Customer.Service@Ditech.com or fax directly to : XXXX. 
As requested, the following attachments are submitted for your review and use : o The City of XXXX Police Report Case # XXXX, o Copies of pictures showing the damage to my property caused by XXXX XXXX 
o Copies of the Receipts of the Estimate to Repair the damage to my property caused by XXXX XXXX 
o Copies of the settlement letter dated XXXX XXXX, XXXX, for the settlement paid to me by XXXX XXXX for the damage to my property reported on XXXX XXXX, XXXX to the City of XXXX Police Department.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation