Consumer complaint received 09/17/2015 about Mortgage (Conventional fixed mortgage) with Ditech Financial LLC (NY).
Issue: Application, originator, mortgage broker

Complaint: We have been struggling to keep our mortgage payment current since my husband was diagnosed with XXXX XXXX XX/XX/XXXX. XX/XX/XXXX, my mortgage was held with CitiMortgage. I was in default one month and had an agreement with CitiMortgage to commence a repayment plan. XXXX advised at XX/XX/XXXX, in a recorded message that my mortgage had been sold and that I would be receiving notification of the new servicer. XX/XX/XXXX, I was advised that my mortgage was being serviced by Green Tree Servicing, LLC I advised Greentree of a previous agreement with CitiMortgage to set up a repayment plan. Greentree ( XXXX-my account representative ) advised me not to do anything, they would forward me documents regarding a modification, that this was a new loan and that there were so many more options available to us ( which was untrue and misleading ). I called weekly and was always informed that they did not have any paperwork from my former mortgage company and to be patient. Waiting over a month for Greentree to receive my documents, I filed my first application for a modification on XX/XX/XXXX. I called weekly to see if any further documents were required and every time I called, I had to re-fax documents because they always indicated that they never received them. When I finally spoke to a modification specialist ( XXXX XXXX ), she advised me that since I previously filed for a modification back in XX/XX/XXXX, the terms of my loan would to change : increase in my interest and the term would now be 40 years. I was unaware of this and no one ever from Greentree advised me of this prior to submitting the application for a modification. I advised Greentree that I did not want to proceed with the modification, and to proceed with the repayment plan which was recently offered by XXXX. Greentree set up a repayment plan and my first payment was to commence on XXXX XXXX, XXXX. In mid XXXX, XXXX, after finding out that my husband 's XXXX, I immediately called Greentree and advised them of this and that we would not be able to go ahead with the repayment plan since my husband would be out of work for a couple of months. I spoke to XXXX XXXX and advised her that we would have to proceed with the modification. She advised me that the application for the modification had been closed and that I would have to file a new application. On XX/XX/XXXX, I again applied for a modification. I again called weekly and was always told there were missing documents and I would refax all documents immediately to them. They continuously advised me that I had missing documents. I was advised by XXXX XXXX to continue to make my monthly mortgage payments so that I would not fall even more behind which I did. I still continued to call weekly and was told that my application was complete. On XXXX XXXX, XXXX, I received a phone call from Greentree ( new account representative -- XXXX ) and was advised that since I failed to submit all documents to Greentree, my modification was denied. On XX/XX/XXXX, I again reapplied for a modification. At this time, my husband was on XXXX recooperating from his XXXX XXXX. On XX/XX/XXXX, I called Greentree to get the status of my modification, I was again advised that my modification was denied. Greentree was well aware that my husband was on XXXX and have always been misinformed of the truth. I advised Greentree that my husband would be returning to work XX/XX/XXXX. I again reapplied and again denied. The told me to re-apply in XX/XX/XXXX when I could provide further income for my husband. The modification specialist ( XXXX ) advised not make any further payments that Greentree would NOT ACCEPT THEM. They are leading us to foreclosure. THEY MUST BE STOPPED!!

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