Consumer complaint received 2016-10-03 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Ditech Financial LLC
State: TX

Complaint narrative:
In XXXX of XXXX I was behind on my account. I was notified by a third party company offering assistance to lower my payment and help with catching up my account. I signed up for their services and found out that the manner in which my payment would be lowered was through a loan modification. Because the account was behind and I needed help with lowering the payment, I agreed to their services. I received notification that the modification was 'pre-approved ' and to expect my trail payments soon. After several months, communication ceased with this company. In XXXX XXXX, I was notified by my mortgage company that the account was behind through their attorneys and that I needed to verify the account for legal reasons. I contact my mortgage company and explained my issue and advised that I had been scammed by the third party company. My mortgage company confirmed that they had been in communication with the third party company and that a cease and desist was established by the third party company on my account. My mortgage company advised that they would work with me on the loan modification in an effort to save the account from foreclosure. They promised that the required paperwork needed for the modification would be sent to me within a few business days. I was also told that I would have time to submit the paperwork and be reviewed for the modification before the foreclosure date. I did not receive the paperwork in a timely manner. When the documentation was sent it was dated for a date well before our correspondence and contained statements suggesting that I was late in turning in the paperwork. I quickly submitted the documentation and began to follow up on the file. 
In my loan modification paperwork I advised my mortgage company that my delinquency in the account was due to me being scammed by the third party company. I advised that I could now make my payments and was requesting the loan modification on the missed payments on the account. On XXXX XXXX, I was advised that my modification was denied based reasons that had nothing to do with the actual reason for my request. My loan modification was sent through a systematic review instead of being reviewed for the written reasons on my documentation. I had been through a table underwrite instead of being reviewed on the merits of my request. To save my house I was FORCED to file chapter XXXX bankruptcy. 
Since the bankruptcy I 've experienced a multitude of issues. My insurance has not been paid on through my escrow account. When I call, I 'm on hold for over an hour at a time and then transferred to several departments, before being advised different 'reasons ' as to why it has not been paid. As of Friday, XXXX XXXX, after a 3 1/2 hour call, I was advised that my insurance check would be paid out of my escrow and sent to my insurance company by end of business Monday XXXX XXXX. I called today, Monday XXXX XXXX to follow up. After being on hold for another 2 1/2 hours, I was told that the check will be mailed tomorrow. My insurance was to be paid in XXXX. I 'm now in jeopardy of losing my insurance based on this poor processing and poor customer service. I am self-employed and have had to take off from my appointments for the past 2 days to get this resolved. I will have to take off again tomorrow to follow up on my account.

Company response to consumer: Closed with explanation