Consumer complaint received 05-02-2017 about Mortgage (Conventional home mortgage) with Ditech Financial LLC (GA).
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint: Good Day, My name is    XXXX   XXXX  ,  and I am writing on behalf of mother,    XXXX   XXXX   XXXX   , who has mortgage account  Ditech Financial . On    XXXX   XXXX   XXXX   , I was trying aid my mother on doing another loan modification for the mortgage.    XXXX   XXXX    received the forms, and the forms are required back to  Ditech  by    XXXX   XXXX   XXXX  .      On    XXXX   XXXX   XXXX   , the required forms were sent via fax to  XXXX  as required by the    XXXX   XXXX   XXXX    deadline. In addition, to the forms it was letter from,    XXXX   XXXX   , advising  Ditech  that she has not lived or provided resources to    XXXX   XXXX    since  XX/XX/XXXX .    XXXX   XXXX    received a fax confirmation of the fax going thru. However,    XXXX   XXXX    received a letter from Ditech stating some documents were missing.     The missing documents were  1 ) Bank statements, 2 ) Bank/Liquid Assets Verification of Assets, 3 ) Pay Subs, 4 ) Public Assistance, and 5 )  Form   XXXX   .  Thus, on    XXXX   XXXX   XXXX       XXXX   XXXX    and    XXXX   XXXX    had called  Ditech , and they spoke with a representative about the missing documents.    XXXX   XXXX    and   XXXX   XXXX    advised the representative that    XXXX   XXXX    does not have a statement because she only has a debit card with the bank for the deposit of her   XXXX .  The representative was advised bank transaction history is all the bank provided    XXXX   XXXX   . The bank/liquid assets verification of assets was not provided due    XXXX   XXXX    does not have a checking account. Of course, the pay stubs were provided due to    XXXX   XXXX    has not worked to   XXXX  . The public assistance documents were sent to Ditech. The form  XXXX  was not provided because    XXXX   XXXX    has not filed a tax return since  XXXX , and with the  XXXX  the request for the  XXXX  most current tax returns from  XXXX ,   XXXX  , and  XXXX . In addition, the representative was advised,    XXXX   XXXX    would not provide because it would not be fair to     XXXX   XXXX     case of the loan modification. In addition, supervisor name  XXXX  advised we could have done a quit deed claim to remove   XXXX   XXXX     name from the loan modification documents.    XXXX   XXXX    advise   XXXX   that we were not aware of this option. The representative stated okay, and to fax over the bank transaction history because a few pages were unclear, and to send the   XXXX   XXXX  . The fax of  XXXX  documents was sent on      XXXX   XXXX   XXXX      to avoid the deadline date of     XXXX   XXXX   XXXX   .          XXXX   XXXX   XXXX     waited patiently for a reply from  Ditech  in regards to loan modification, and    XXXX   XXXX    did not hear anything from Ditech expect a letter date      XXXX   XXXX   XXXX      stating that    XXXX   XXXX    at    XXXX    extension  XXXX  is assigned to   XXXX   XXXX   account. On    XXXX   XXXX   XXXX   , an email was sent for a status up of the loan modification, and a voicemail was left for  XXXX  on    XXXX   XXXX   XXXX    as well.     Thus,    XXXX   XXXX   XXXX   ,   XXXX   XXXX   and     XXXX   XXXX     had called Ditech to get an update on the loan modification, and of course, we were sent   XXXX  voicemail.   XXXX   XXXX    filed a complaint with   XXXX   XXXX  , and he spoke with   XXXX  @ XXXX  extension  XXXX .   XXXX   XXXX   conducted her research, and advised    XXXX   XXXX    that she is siding with h Ditech  on the forms not be completed. However, prior to   XXXX   XXXX     decision about the loan modification.    XXXX   XXXX   , received    three let ters from Ditech. The first letter dated    XXXX   XXXX   XXXX    stated    XXXX   XXXX     at  XXXX  extension   XXXX   i s assigned to the account. The second letter dated       XXXX   XXXX   XXXX       stated    XXXX   XXXX    at   XXXX   extension   XXXX   is assigned to the account. The third letter dated    XXXX   XXXX   XXXX    stated the proper forms were not received, and   XXXX   XXXX   loan modification request is closed. Thus,    XXXX   XXXX    would be required to re-apply again.    XXXX   XXXX    agreed, and sated that we speak with  Ditech . Therefore, if the loan modification was closed out in    XXXX   XXXX   , so why letters dated    XXXX   XXXX   XXXX  ,   XXXX   XXXX   XXXX  , and   XXXX   XXXX   XXXX   s tating that    XXXX   XXXX    account has been assigned.    XXXX   XXXX    was unaware of the loan modification being closed until she received the letter from Ditech dated     XXXX   XXXX   XXXX  .   XXXX   XXXX   called Ditech on   XXXX   XXXX   XXXX   to discuss why the loan modification request was closed out without our knowledge.   XXXX   XXXX     was speaking a representative name   XXXX  , and he questioned the representative on why the documents were not received & we have the fax confirmation page.    XXXX   XXXX    kept saying Ditech did not receive the forms. Thus, at that moment ,   XXXX   XXXX    had requested for a supervisor.     A supervisor by name of   XXXX   took the call, and    XXXX   XXXX    questioned her as well on why the documents were not received & why    XXXX   XXXX    was not contacted that the loan medication had closed out.    XXXX    replied that Ditech did try to contact   XXXX   XXXX   back in   XXXX   XXXX   &   XXXX   XXXX   by dialing phone number  XXXX .    XXXX   XXXX    advised that is    XXXX   XXXX    old phone number, and her new of   XXXX   was changed back in     XXXX   XXXX    .    XXXX   XXXX    stated  Ditech  did not know of the new phone number until they tried to call her on      XXXX   XXXX   XXXX     , and she stated that someone spoke to my mother to advise me to call them back.      XXXX   XXXX   advised   XXXX   XXXX   XXXX   did adv ise of the new phone number by checking the box on the payment stub of new information for the account.  XXXX  stated she does not see that we did for the account, and I know we did that for the account because this payment is only payment that   XXXX   XXXX   sends in for payment. In addition,   XXXX   XXXX   new phone number was even on the loan modification documents. Furthermore,   XXXX   XXXX   has even called  Ditech  prior to     XXXX   XXXX     with her new phone number. In addition, upon reviewing the phone records for    XXXX   XXXX    for    XXXX   &  XXXX  there are no calls from Ditech as advised by  XXXX .      Then  XXXX  going stated that a confirmation fax is not guarantee the fax has went thru, and advised yes it is because if so then the fax would have been rejected. Thus,  XXXX  stated well maybe the fax did not come thru clear or not received on their end.  Advised   XXXX  well that is not    XXXX   XXXX    fault because the fax was sent.   XXXX   XXXX   does not believe this fair that Ditech is not going to honor the fax confirmation when faxing is option to send the loan modification documents. Therefore, if  Ditech i s not going to honor faxes, then that should not be an option to send the documents.     Even more,  XXXX  stated that the bank statement was not sent in, and  Ditech  needs that instead the transaction history.    XXXX   XXXX    advised  XXXX  that document was provided by her bank, and    XXXX   XXXX    does not have a checking account because she only has a debit card for her  XXXX  deposits.    XXXX   XXXX    stated well that looks like the document was printed off line, and if an individual prints something offline from the bank, the bank website is going block part of the card number. Thus, if  XXXX  would have reviewed the document, she would have saw    XXXX   XXXX    whole card number was showing.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation