Consumer complaint received 2018-04-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Ditech Financial LLC
State: MA

Complaint narrative:
Originally I had mortgage with Green Tree on our primary residence. Once Ditech LLC took over, the mortgage started being serviced by them.

We had regular trouble with escrow and extra payments applied not to the right account. Finally, we have decided that the best is to stop interacting with Ditech, therefore we need to pay off the mortgage.

What was good : it was a click of a button to get to the amount of the pay-off - done on XX/XX/XXXX. Good stopped right there.

The amount came with completely unclear instructions on how to actually do the payment. I ordered a cashier 's check on my name from my checking account for the full amount of the pay off. As per usual, cashier 's check on my own name can be signed over to anyone with my signature and will be as good as cash. In this case it was a check on my name signed over for the deposit into the account on my name! What can be confusing about it?

Before putting this check into the mail, I decided to call Ditech on Saturday, XX/XX/XXXX. My question was simple - do I need to sign the check on the back or is it fine as is, as the check was on my name and is intended to be deposited into my mortgage account on my name ( the sole owner of the account ), which every other bank on Earth has no problem doing.

My conversation devoted to this one question lasted for about 20 minutes. I was asked to be put on additional alerts, e-mails, etc. Mildly annoying, but ok ... I was talking to XXXX. She had no clue what I was asking, asked to do some research multiple times during the conversation by putting me on hold and continued to ignore all my very polite requests to please connect me someone else who might have dealt with pay-offs before. She told me that the check I'm holding is a third party check and they will send it back ... ( where is the third or second party here? Check on my name to be deposited to my account! ). I was upset for several days about this. It is important to know that I'm local to MA, so going to Ditech to resolve this in person was never a possibility.

After all, I decided to not send the check by rather do an electronic direct wire. I went to my bank so that I do a direct wire. With a banker at my side we called Ditech again today, on XX/XX/XXXX, again got XXXX  on the phone. The question we had was even simpler : can we, please, have the physical address that is associated with the bank account # that we're wiring the money to. She said we're wiring the money to the XXXX XXXX XXXX and gave their physical address in NY. The banker who was helping me initiate the wire said : this can't be the case, as you need the address of the final recipient institution. In response XXXX gave the address of Ditech in IL. I hope that my wire is arriving shortly and that the pay-off will be handled smoothly.

This type of customer support and complete incompetence is absolutely unacceptable and needs to be known to anyone who has a choice of a mortgage company to deal with.

Company response to consumer: Closed with explanation