Consumer complaint received 2015-07-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ditech Financial LLC
State: OK

Complaint narrative:
1. I purchased a home in XXXX of XXXX and acquired a fixed rate mortgage from XXXX XXXX. XXXX handled my loan until they were bought out by XXXX XXXX XXXX. In the XXXX+ years these XXXX financial institutions handled my mortgage loan, my payment, including principal, interest, escrow, and PMI , was {$760.00}. In XXXX XXXX, I received a letter from XXXX XXXX XXXX ( XXXX ) stating my loan was being transferred to Green Tree Servicing, effective XXXX XXXX, XXXX. I was also assured that the transfer would not affect any terms or conditions of my loan, and my monthly payment would not be affected by this transfer. For the first XXXX months, my monthly loan payment ranged from {$1200.00} to XXXX. Each time I called Customer Service I got a different reason for the confusing payment amounts, but was assured they would have it straightened out shortly and the amount would return to the original amount of {$760.00}. Finally, in XXXX XXXX, the payment returned to the original amount. When I received the first Annual Escrow Account Disclosure Statement from Green Tree in XXXX XXXX, it showed a net surplus of {$620.00} ( plus a " cushion selected by servicer amount of {$220.00} '' ), and I received a check in the amount of {$620.00} shortly thereafter. I called Customer Service XXXX times to determine what to do. I was told each time that there was no mistake, the check was mine to spend. Sure enough, I received a letter from Green Tree on Apr XXXX, XXXX advising me my escrow account would have insufficient funds to cover my property taxes and insurance payments unless I returned the check, so I did. My payment stayed {$760.00} until I received the XXXX Escrow Account Statement, dated XXXX XXXX, XXXX, which stated I had a shortage and/or deficiency in my escrow account in the amount of {$1200.00}. I had the option of paying the amount in full by XXXX XXXX ( impossible on my fixed income ), or the amount would be added to my monthly mortgage payments. My payment increased to {$840.00}. Again, I called Customer Service and was told the increase was due to increases in my insurance and property taxes. Is this even legal? How could I go from a surplus in my escrow account to a deficit of {$1200.00}? There was also a line on the statement " cushion selected by servicer - {$530.00} ''? Customer Service rep could n't explain this. The next Escrow Statement I received ( XXXX XXXX, XXXX ) showed I now had a shortage in my escrow account of {$1600.00}. Again, my option was to pay the amount by XXXX XXXX, XXXX, or the amount would be added to my monthly loan payment - which was now {$900.00}. And again, the " cushion selected by servicer '' of {$640.00}. How the hell can my escrow go from a surplus to a deficit of {$1700.00} in 2 years? At this rate, my loan payment will be {$1000.00} within the next couple of years. I ca n't believe XXXX and XXXX handled my loan for XXXX + years and never had to raise my payment, and I 'm quite sure my insurance and property taxes increased during that time. 
I am medically retired and live on a fixed income from retirement and XXXX XXXX. My medical retirement check does n't even cover my mortgage payment now. 
I sent a " qualified written request '' using your sample letter template to Green Tree, dated today. I do n't know what else to do or who else to complain to. I just know I wo n't be able to afford my mortgage payment if it continues to increase each year the way Green Tree is doing it. I appreciate any help you can offer me. I have all of the documents referenced above and I will fax them to you if need be.

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