Consumer complaint received 2017-03-24
Company: Ditech Financial LLC
State: MA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My complaint numbers are:XXXX and XXXX. 
We filed for a chapter XXXX bankruptcy XX/XX/XXXX. Our Bankruptcy was discharged on XX/XX/XXXX ( enclosed ). Our mortgage was paid up to date at the time of filing and not included in the Chapter XXXX. Our mortgage was with XXXX, then Green Tree mortgage took it over and we continued making our monthly mortgage payments for the same amount, but only receiving an " informational statement '' ( enclosed ) that showed only the payments we made, no principal, interest or escrow balances, and to this date almost 4 years later we are still receiving those same statements. Green Tree/Ditech mortgage still has our loan in " active bankruptcy '' to this date. I found that out when I checked my credit report last XX/XX/XXXX and I have been calling them since XX/XX/XXXX after I saw on my credit report that no mortgage payments were listed on XXXX credit reporting agencies, XXXX and XXXX since XX/XX/XXXX! So I started to call Green Tree in XX/XX/XXXX to see what was going on. I have spoken to many people since last XX/XX/XXXX and have their names and dates of calls, our conversations all written down. For the first few months, XX/XX/XXXX thru XX/XX/XXXX I thought I was speaking directly to Green Tree and every one promised the " active bankruptcy '' status would be removed. They said they had our Discharge papers. Then on the next call I made in XX/XX/XXXX, because I was still receiving those informational statemens I was informed I was speaking to " national bankruptcy department '' and I should fax green tree my discharge papers and let them know I was not aware I had not been speaking to them directly and speaking to a bankruptcy agent. I was shocked and felt I had been lied to so I did as they said and faxed a letter and the discharge papers on XX/XX/XXXX. ( enclosed ) I thought that would certainly take care of things. It did not. I now call every week and only for the person I speak to to tell me they will " escalate '' my request to have the " active bankruptcy '' removed from our mortgage. As of now I believe it has been escalated at least 10 times or more, and with that I would get a " normal '' statement showing our payments, principal, interest and escrow balances. I have no idea what those are to this date and it has caused me so much stress that I even have cried when I thought someone was really going to help me. It just takes one person to remove this and to no avail on my part it is to this date still not been done, I have asked several times to speak with a supervisor and have been told I could n't. Then recently I got lucky ( I thought ) and I was put through to a XXXX on XX/XX/XXXX and she told me she would take care of it in 24 hours! I was thrilled and cried and thanked her with all my heart and she even gave me her extension XXXX. So here I waited and called a few days later, still on active bankruptcy, I left her several voice messages for 2 weeks and still have not heard back from her, I begged her to return my call. Not a call back yet and today is XX/XX/XXXX a month later. This has caused my husband and me a great hardship, as we would like to refinance our mortgage at a lower rate or sell our home. I could go on and on about the calls I have made and the promises they have made to me about removing this stupid active bankruptcy status, they have the discharge papers and have had them for almost a year now, please help us, I do n't know what else I can do. We paid off our bankruptcy debt and did all the right things, never thinking that this would be something to keep us from moving on with our lives and repairing our credit. What they are doing to us by not removing us from " active bankruptcy '' for almost one year now has caused so much uneeded stress in my life I just cant tell you how serious this is and making me sick

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