Consumer complaint received 09-12-2017 about Mortgage (Conventional home mortgage) with Ditech Financial LLC (FL).
Issue: Trouble during payment process

Complaint: The basis of my issue with Ditech is that my wife and I have lived on 4.6 acres  of land for more than twelve years. I wont go into a lot of details about the number of times our calls were not returned or how, in my opinion, we were treated unprofessionally. ( Some of this is outlined in Attachment A - Summary of Communications ). Our dilemma began when my wife and I decided to subdivide our property into 3 lots, each approximately 1.5 acres. We went before the County Commissioners, hired a surveyor and started requesting information from Ditech. ( by email, on XXXX XXXX, XXXX ) They responded to my email and sent me a Partial Release Requirements Checklist ( Attachment B ). We were to fill out page 3 of that document. In addition, page 4 item # 9,  stated that we needed to provide Ditech with a Mylar map and a few other items. Herein lies the problem. Ditech wants a Mylar map which we cant get until Ditech fills out the Joinder and Consent form ( Attachment C ) required by our surveyor in order to get approval from the County Commissioners Office.  But Ditech wont do this without the Mylar map. 

I am on my second surveyor ( the first one went ahead and retired after seeing that we were getting nowhere with Ditech ). Both of them have told me that they can not get the Mylar map until they get a release from Ditech. They gave me a copy of the form which theyve used with other clients Attachment C ( Joinder and Consent ). I sent Ditech a copy of the form on XXXX XXXX, XXXX. I was hoping Ditech would complete this form, or something similar to this form, so that I could go on to the next phase of the process. Ditech responded by informing me that I needed to complete the documents they originally sent me ( Attachment B - Partial Release Requirements Checklist ). Now were in a Catch-22. 

I tried communicating with Ditech a few other times over the phone. The problem is the only people I can talk to are in Customer Service. But Customer Service is not the department that handles or is knowledgeable of my request. They listen to my request and then send an email to the department that handles my request. That department gets back to Customer Service and Customer Service then contacts me. This was not the most efficient way to communicate for me. Things would get lost in translation which meant more delays. I needed to speak directly with someone who understood my request with hopes that we could work out a plausible solution. 

Finally, on XXXX XXXX, XXXX, after talking with a Customer Service Rep on the phone, I sent an email to the Special Services Department at Ditech. The response I received was, again, to submit the form they sent me Attachment B. The same form I originally told them that my surveyor could not submit until they signed off on his form ( Attachment C - Joinder and Consent Form ). 

After making a few more calls, I finally sent a complaint to the president of the company, XXXX XXXX, on XXXX XXXX, XXXX. There was no direct contact information for him, so I had to send it through Customer Service. I requested the opportunity to speak with someone in the department that is knowledgeable of my request. Ditechs response came from XXXX XXXX, Customer Service Correspondence Supervisor, restating that they needed their form filled out ( Attachment B - Partial Release Requirements Checklist ). 

On XXXX XXXX, XXXX, I sent another email to XXXX XXXX. The only thing I asked for was the opportunity to talk with someone who was knowledgeable of our request. I was informed that the only people I could talk to were those in Customer Service.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation