Consumer complaint received 2015-07-16
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: Ditech Financial LLC (VA)

Green Tree Servicing , LLC purchased our mortgage from XXXX XXXX XXXX XX/XX/XXXX. Recently, the roof of our XXXX XXXX ( all XXXX units ) was damaged beyond repair by ice. Our personal insurance is with XXXX XXXX who confirmed the damage and issued us a check to cover roof replacement. The check was issued to my wife, myself and Green Tree Servicing. When I contacted Green Tree Customer Service, they instructed my wife and I to endorse the check and send to them and they will deposit in their account ... and " dole out funds as they see fit. Being aware of the plethora of online complaints regarding Green Tree 's unethical handling of similar situations, I requested a copy of their procedures/ policies for disclosure of how this matter would be handled. Through conversations and emails, Green Tree Servicing has refused/ ignored numerous requests to provide a copy of their procedures/ policy relative to how these funds will be handled. In the mean time, the contractor replacing the roof required that all XXXX homeowners of the XXXX XXXX units provide XXXX % of their cost estimate prior to construction. This is being handled through our HOA. Therefore, we have had to use personal funds to cover what is an insured loss. 
The following are Green Tree contact details : On the advice of our insurer, I contacted Green Tree customer service ( XXXX ) during the week of XXXX XXXX to request procedures and their customer service agent advised me to call back when I had the check in my hand ( rude ). Spoke with Green Tree Customer Service rep. " Dusty '' on XX/XX/XXXX who advised I would have to speak to another Dept. regarding my request She subsequently advised that Dept. was not answering and she would have them call me later that day. NO call received at any time ( documented by Caller ID ). XX/XX/XXXX sent an email through their web site requesting procedures/ policies be emailed to me. Also advised that since this loan was purchased from XXXX, advised that I spoke with XXXX who advised that " based on our banking history, they would simply endorse check and return it to us ''. No response from Green Tree Servicing. XX/XX/XXXX Sent another email through their customer service inquiry address listed on their monthly statement. Received an email response XX/XX/XXXX that customer service does not handle claims??? 
The following email was received from Green Tree Servicing on XX/XX/XXXX. " Green Tree has received your correspondence, and it is currently under review. In order to fully investigate your inquiry, we are in the process of retrieving and reviewing the account and servicing files and other information on the subject matter. Once all the pertinent documentation has been reviewed and the matter has been discussed with all relevant Green Tree personnel involved, we will provide you with a written response. You can expect to receive the written response within thirty ( 30 ) business days from the date we received your correspondence '' Obviously in 30 days, I will have had to personally pay the last 50 % ( {$6000.00} plus ) to the contractor as they are repairing all XXXX roofs at XXXX time as directed by our HOA. 
There has got to be something ruefully wrong with a company that refuses disclosure/ transparency of their banking practices.