Consumer complaint received 10/28/2016 about Mortgage (Conventional fixed mortgage) with Ditech Financial LLC (CA).
Issue: Loan servicing, payments, escrow account

Complaint: Hello, I have serveral problems on my credit report related to issues of mortage lenders buying from other mortgage lenders but not taking over the customer information amicably so that all ACH direct deposit was lost as well as actual physical address to send information to regarding new lender company. This is related to Green Tree taking over from XXXX XXXX XXXX ( formally XXXX ) and Ditech taking over from Green Tree. On both occasions issues caused me to go into default or have delayed payments because I did not even know the loan companies were now being taken over by another loan company. By the time I noticed my mortgage payments had not been withdrawn from my account I was late paying after spending hours and hours and hours on the phone and e mail to correct the incorrect information they had on file for me. In the case of Green Tree they were sending the new information to a work out gym in my city! The same thing occurred with XXXX taking over from XXXX XXXX. They also lost the ACH and customer information or did not ever receive it from XXXX XXXX. This also put my account into delayed payments. 

Finally after spending 2 years trying to remove these late payments on my credit report I have still not succeeded ( I spent XXXX dollars trying to get help from XXXX XXXX who send out form letters that did not help at all ) in removing these from my credit. 

To make things worse I also had to change bank accounts due to fraud so I set up all my auto payments on a regular website based account change for everything from water to electric to health insurance etc. but the ONE that did not work was Ditech of course! I received an e mail saying " thank you, you have successfully set up your automatic withdrawal with Ditech '' but it did not work so I called and called and finally got a manager who agreed to give me her e mail. She and I exchanged e mails over the course of two weeks during which time she could not figure out why the system would not update my new routing and checking number. Finally a colleague of hers managed to do it she said and so I thought all was well! Of course it was not and I found my account was seriously overdue while I was XXXX and did not look to see if the account was being withdrawn from. When I returned I did pay in full but again I was accused of being at fault for being late on my payments. I still have not managed to get their stupid site to work to update the information but I did record the manager reading back my routing and check number to be sure she did not mess up this months payment. 

All I want to do is to have my payments on auto withdraw and not have to worry but I have spent now 2 years trying to get this off my credit report and at the same time trying to get their faulty website to upload my new data. 

I am at the end of my rope. 

Please assist me. 

Thank you very much.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation