Consumer complaint received 09/19/2016 about Mortgage (Conventional fixed mortgage) with Ditech Financial LLC (ME).
Issue: Loan servicing, payments, escrow account

Complaint: I recently refinanced my mortgage to lower the interest rate and get away from the servicer of my old mortgage. Mortgage servicer of my old mortgage appears to have misapplied the final payoff payment from the new mortgage bank, recording the total payment ( loan balance and remaining interest ) as being {$380.00} HIGHER than it actually was. They then accounted for the too-high payment credit by attributing part of the " overpayment '' ( {$250.00} ) to Interest Paid ( which will result in too high a number on my IRS XXXX at year-end ) and the rest as payment ( {$130.00} ) to my real estate tax escrow account. They then refunded me the balance in the tax escrow account, including the incorrectly-credited payment. I tried four times through Customer Service to explain that they had given me too much money back from the tax escrow account, and to ask for a final statement showing all charges and payments resulting in the closing of the mortgage account. Only XXXX of the XXXX agents understood why I was questioning the overpayment in my tax escrow refund ; she invoked a supervisor who said they would investigate. I never heard back, called again a month later, and was told that the extra credit had something mysterious to do with XXXX requirements to record a full month 's interest even though I had paid off the loan in mid-month and the actual payment sent by my new bank included interest pro-rated for the days in the month to closing of the account ; also that if I wanted to pursue the matter further I would have to do it in writing. 

I understand this is an unusual complaint ( I got too much money back, the mortgage servicer in effect has given me an unexpected gift ) but this situation suggests to me sloppy accounting practices that may indicate other problems in the way this company handles mortgage processing. I am also still waiting for a final statement on the account that shows when my mortgage was paid off, exactly how much in interest I actually paid, and that the balance on the loan principal is now XXXX. After my last phone conversation with their support agents I was told I would receive that final statement, it was being mailed that week, but when the statement arrived it was not the final statement reflecting state of the account after the payoff, but a normal statement from two months prior ( a copy of the last one they had issued before I told them I was refinancing the loan ). The processor 's website contains a brief summary of the payoff payment, which shows the " total payment '' amount being {$380.00} higher than the new bank actually sent, but there 's no final statement showing the account is closed -- in spite of the website telling me every time I log in that the account is now closed. I think this company is XXXX up, and although I personally have benefited from their apparent error, I suspect that others have experienced the reverse and may have been charged more than they should have been, or have had payments actually made not properly credited. The company should be investigated. 

I have attached the last regular statement issued, the last statement of any kind issued, the payoff invoice and wire transfer order, and screen shot of payoff payment from the processor 's website.

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