Consumer complaint received 03/25/2015 about Mortgage (VA mortgage) with Ditech Financial LLC (MA).
Issue: Loan servicing, payments, escrow account

Complaint: Our VA Backed Loan was sold to GreenTree Servicing in XX/XX/XXXX. We received a letter saying our XXXX payment would be due XXXX XXXX for X dollars. We paid XXXX as requested, received no furhter documentation and paid XX/XX/XXXX as we did the XXXX payment. On XXXX XXXX my husband receivced a phone call that we sent the wrong amount and they couldnt accept the payment at all. He tried to pay XXXX {$27.00} difference over the phone having explained we did not receive notification of a payment change. The rep then tried to charge his card for nearly {$70.00} to cover the difference, imposed late fee of {$34.00} and {$12.00} for taking payment over the phone. He refused to pay the late fee since we were not notifed and she agreed and said that she would waive the charge. The call ended with a phone payment of {$39.00} to complete the XXXX payment and the {$12.00} phone payment fee. The XX/XX/XXXX statement came with the late fee still on it. We called and were told that late fees can not be waived over the phone and that the rep was mistaken, we would have to submit it writing. We faxed our written complaint/timeline and request for the fee to be waived and received a resolution letter stating that the fee would be waived just this " once ''. It was a " form letter '' and did not address the concern that we were not notified of escrow changes which would affect or payments. The XX/XX/XXXX statement came with the late fee on it, we called again, the rep said it was waived and should fall off next statement. XX/XX/XXXX statement came- fee still there, we called again, same answer. XX/XX/XXXX statement still had the fee there as well. Everytime we called we got the " run around '' and when I asked to speak with a supervisor/manager they said the same thing. Finally after the late XXXX/ early XX/XX/XXXX call- in which the rep on the phone took off the late fee - which in XXXX could not be taken off over the phone- the late charge fell off the statement. 5 months later! Now, as we started tax season in XXXX/XX/XX/XXXX our tax documents on our online account with GreenTree were incorrect, showing no payments for property tax even though they had been paying them. Several phone calls to reps resulted in them saying " you need to talk to the tax department '' who was never available. And XXXX rep saying " I dont know- do you want me to make up an answer? ". When we finally received our XXXX ( late- it was my understanding documents had to be mailed by XXXX and it was well into XXXX when we got it. We filed our taxes, and weeks after receiving our refunds get a corrected XXXX in the mail from GreenTree. I have very little faith in them as a servicer. We talked to GreenTree more in 5 months then we ever talked to any of our mortgage servicers in the last 9 years! HORRIBLE customer service, RUDE Represenatives and INCONSISTENT messages. I worry about other Veterans who have had loans sold to GreenTree and arent able to advocate for themselves as we were able to do. We thankfully were able to refinance and not only get a better interest rate but were also able to get away from GreenTree. I am crossing my fingers that we never get sold to them again. Veterans, and other homeowners deserve better than GreenTree.

Company response to consumer: Closed with monetary relief