Consumer complaint received 2018-10-26 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — 
Company: Ditech Financial LLC
State: VA

Complaint narrative:
On XX/XX/18 at about XXXX I had called Ditech Financial LLC.. ( XXXX ) XXXX and a Mr. XXXX was helping me and I told him that I was verifying bank wiring information for the pay off of a loan. I stated that I had a pay off letter that I had received on the Ditech website under my online account and I would like to pay the balance on my loan. He was rattling off routing numbers for XXXX and gave me a different account number than the one that was on the pay off letter. I told him to e-mail me the new bank information under Ditech LLC letterhead and he stated to me that he could not do that and that he could only give it to me over the phone. I said I was not comfortable with that and he told me to hold on so that he could talk to his supervisor. Once he came back he said the information on the current pay letter was accurate and that they are going to a new account at XXXX real soon. I stated that I just wanted to make sure the money transfer would go smoothly. On Friday XX/XX/2018 at about XXXX. I called XXXX and made the money transfer to XXXX  XXXX XXXX for Ditech Financial LLC.. The wire transfer was for {$19000.00}. At about XXXXXXXX XXXX I called Ditech Financial LLC at ( XXXX ) XXXX to talk with somebody to let them know of the pending wire transfer. The first lady I can't remember her name stated that I just transferred the money to the wrong account she stated that she would talk to her Supervisor to see what they could do. When she came back she stated that her Supervisor stated that I need to call the bank immediately to reverse the transfer and that they would give me the new bank and accounting numbers. She asked me why I did not call them first to verify this and I stated that I did the day before she asked me from who and I said I could not remember and she stated was it Mr. XXXX I said yes because that sounded familiar and she stated that he don't work in the pay off department so he should not have answered that question. She told me to hold on that she would look at the log to see what was said.. I stated that I don't know who works in what department nor do I know what new bank information for wire transfers all I know is what is published on their secure website. She stated to me there was nothing about verifying the bank transfer information in his log and I stated that was the whole reason I called I told her to me that was another red flag.. I also stated that this was a Ditech error and they needed to make the resolution because I did my due diligence as a consumer. After awhile her supervisor came on the phone her name was XXXX. I stated that all the cancellations will cost me money and time she gave me a fax number XXXX to fax her over all the extra invoices and they will reimburse me and I stated to her that a professional company would handle their mistakes. She said that she wanted to give me the new bank and account number do I have something to write with, I stated that I wanted an e-mail under Ditech letterhead before I redid the wire transfer. I told her that I didn't want to write it down in case I wrote or transposed a number she stated that she could not do e-mail to me and I stated all the other bank wiring information was public knowledge. She said well if you had something to write the numbers down and then I stated I do have something to write with and I can write the numbers down and that to me this is a red flag so please give me an e-mail under Ditech 's letterhead so that I can confirm the numbers she stated that she would do e-mail me the information so I gave her my e-mail information and we were talking a little bit and asked me if I received the e-mail I said that I did not.. I asked to confirm the right e-mail and she said it back to me correctly. She told me that it would take a little bit I agreed and hung up ... I then called XXXX to ask them what to do and they stated to me to ask Ditech if the account was closed because if it is it will come back automatically. If we do a cancelation request it will cost an additional {$15.00} and will take 10 business days to be credited back.. I stated that is not acceptable XXXX wanted me to call them back with the answer. I called Ditech at ( XXXX ) XXXX I did get a different person and I stated to her that I wanted to verify if the XXXX XXXX XXXXXXXX account for wire transfers was closed so that I could tell my financial institution what course of action we need to take.. She told me to hold on while she checked she came back about 30 seconds later and said no it was not closed and the wire transfer will work just fine and that XXXX XXXX XXXXXXXX will forward them the funds.. I said okay and hung up.. I was confused because I'm getting two different answers and the e-mail to send the new transfer never was sent to me as XXXX stated that she sent.. I felt that there was a scam or something was a miss I've never had a financial institution so unorganized and the left hand don't know what the right hand is doing. I went on line to get another number for Ditech to see if I get another different answer. I called ( XXXX ) XXXX I believe the person that answered was XXXX not to sure ... I asked her about the XXXX  XXXX XXXX account and she stated that it was still active and that Ditech would receive the funding and that it would take 24 to 48 hours and I stated I understand that.. She stated that she verified this information with her supervisor that I should not worry. She got me account notifications set up for me e-mail and text and as soon as it hit 's the account I will know. I then stated that I wanted to lodge a complaint about the website having the wrong bank wiring information and to have that changed. Also, train the employees on what to do in these cases and keep the customer calm because I was freaking out I thought that I just lost {$19000.00}. I also stated that folks from other departments should not be answering other departments phones if they don't have the knowledge or experience as customers we don't know any of the inner working of Ditech. I felt like I had enough information and comfortable with the answers given and hung up.. I then felt like there was red flags that upper management needed to know about so I called the Consumer Financial complaint department ....

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