Consumer complaint received 2016-05-11 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ditech Financial LLC
State: MO

Complaint narrative:
Ditech now offers a bi-weekly autopay option. I decided this was a good option, especially since I like to pay extra on my principal each month and this would work out to have extra payment made each year. My first autopay was scheduled to come out XXXX XXXX. The email I received stated confirmed the autopay and stated that the full payment amount of XXXX would come out on XXXX XXXX. This made sense, as the full payment was due on the XXXX of the month. We noticed that only half the payment came out of our bank on XXXX XXXX. On XXXX XXXX I called Ditech for XXXX reasons : 1 ) the XXXX XXXX payment of {$620.00} was not applied to my Ditech account and 2 ) to determine if the remaining balance of {$520.00} should be paid to get the account current. Note : the next XXXX autopay dates were scheduled for XXXX XXXX and XXXX XXXX in the amounts of {$620.00} to provide an extra {$100.00} to the principal each month. When I spoke with the customer service representative, she did n't think a late fee would be charged since I was set-up on bi-weekly autopay. I asked her to check. She discovered that I did need to bring the account current, and I paid another {$520.00}, making my full monthly payment of {$1100.00}. She stated there was a glitch in the system, and that my payment should now post. I asked her to make sure that my next two payments would post as XX/XX/XXXX 's payment since I was previously told that early payments would be treated as extra payment. She assured me that they would be counted toward my XX/XX/XXXX payment. I spent 22 minutes on the phone with her and was assured that everything was fixed. On XXXX XXXX I called Ditech again after receiving our XX/XX/XXXX statement to ensure that everything was straightened out. I spoke to a customer service representative who assured me the payment on XX/XX/XXXX had posted to my XX/XX/XXXX payment, that I was current, and that my XXXX XXXX & XXXX payment should post toward my XXXX payment. On XXXX XXXX at XXXX a.m. XXXX, I called Ditech again to ensure that all was well. Ditech 's automated message stated my payment in the amount of {$620.00} was received on XXXX XXXX, and that my payment of {$2300.00} was due on XXXX XXXX, even though Ditech received {$2400.00} from me in XX/XX/XXXX for my XX/XX/XXXX & XX/XX/XXXX payments. I attempted to speak to customer service, but it said I needed to call during normal business hours. According to the Ditech statement and website, their Saturday hours are XXXX. - XXXX CST. I called back thinking there must have been a mistake as I was calling during their business hours, and got the same message. Unable to reach Ditech via phone, I emailed their customer service on XXXX XXXX and am still awaiting a response other than my message was received. I was unable to call Ditech on Monday or Tuesday ( XXXX XXXX and XXXX ) due to a business trip, but called them at XXXX. CST on Wednesday, XXXX XXXX. I spoke with XXXX in the Arizona office. He started looking into my payments, and stated " I see that you decided to make incremental payments, is that correct? '' I told him that it was incorrect, as I set-up bi-weekly autopay and had paid my XX/XX/XXXX and XX/XX/XXXX payment in full. I spent 25 minutes on the phone with XXXX while he worked to figure out what had happened and why my account was showing {$2400.00} had not been applied and that I was 40 days past due, when I had called twice XX/XX/XXXX about this. He stated there were several changes in the company and that the department resolving customer issues was delayed in getting the issues fixed. He mentioned that a request to fix my account and payment issues was sent on XXXX XXXX and still pending. XXXX was going to send this to his supervisor with a request to escalate. I am supposed to check back in a week to ensure the glitches have been fixed.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation