Consumer complaint received 2016-04-21
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ditech Financial LLC (AZ)

XX/XX/XXXX my husband and I bought a new house. We signed the paperwork in XXXX XXXX, with the first payment due XXXX XXXX XXXX. I made the first payment XXXX XXXX XXXX ( XXXX ) through my bank 's ( XXXX ) website with the payment coupon provided in my mortgage paperwork. I paid XXXX and XXXX XXXX to the same mortgage company. I received no contact from XXXX. 
XX/XX/XXXX, I received a call from Ditech Financial ( DF ) claiming they were my mortgage company. Initially, I thought it was a fraudulent call because XXXX had not notified me of any transfer and DF wanted my Social Security number to pull up my account. I did not give them my SS number and immediately called XXXX. They confirmed that the mortgage had been transferred in XXXX XXXX to DF. XXXX stated they had sent me a letter in XXXX XXXX ; I did not receive a letter. After investigating, we found that they sent the letter to my street address and not the PO Box mailing address provided to them in the closing paperwork in XXXX XXXX. I live in a rural area and do not receive mail at my street address. XXXX never attempted to call me. XXXX assured me that all payments had been forwarded to DF. XXXX did send me the transfer notice after my phone call in late XXXX XXXX. I immediately called DF back and made sure they had my correct mailing address. I was not made aware of any late payments at that time. 
After I made the XX/XX/XXXX payment to DF through my bank 's website ; I received my first statement from DF which stated that I was past due and was being charged late fees. I also found that two late payments had been reported to the credit bureaus and were showing on my credit. When I called them, XXXX stated their records showed I was behind, although they could not tell me which payment was missing without an investigation. On XXXX XXXX XXXX, I filed a payment dispute and provided them with copies of my bank statement for XXXX XXXX, XXXX, XXXX, and XXXX XXXX showing the payments coming out of my checking account. DF stated they would investigate and follow up with me in 30 days. On XXXX XXXX I had not yet heard anything from DF and wanted to make the XXXX payment. I was told that the payment would be applied to XX/XX/XXXX because their records showed that I was missing a payment. I paid the XXXX payment on XXXX XXXX. 
When I had still not heard anything form DF by XXXX XXXX, I called. I was told that XXXX had not forwarded the XXXX XXXX payment. Supervisor XXXX told me the bank statements showing the payments coming out of my account was not proof of payment. She told me I needed to provide proof XXXX cashed the check before any attempt would be made to reverse the late fees or correct my credit report. XXXX was already closed. 
When I called XXXX on XXXX XXXX, XXXX stated they had no record of a XXXX XXXX payment and once again the bank statement was not proof. 
My Bank has faxed over copies of the canceled checks to XXXX for the XXXX XXXX, XXXX, and XXXX XXXX payments. 
The customer service I have received, from DF in particular, has been poor at best. 
In summary : I was never notified of the transfer of service of my mortgage I was never notified the XXXX XXXX payment was not recorded I have provided XXXX different forms of proof of payment I am being charged late fees Late payments have been reported on my credit I have spent more than five hours on the phone trying to rectify this situation I have done nothing wrong With this complaint I am including : My phone call record The payment dispute sent to DF Letter from DF acknowledging the payment dispute and cessation of all collection activities Collection letter from DF The transfer of service letter from XXXX received in XXXX XXXX