Consumer complaint received 2015-08-07 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Ditech Financial LLC
State: OH

Complaint narrative:
We have attempted to get a permanent loan modification from Green Tree Servicing for our XXXX mortgage and they have denied us several times, even though we have been on a temporary loan modification for the past several years. They are using an excuse that our loan was originally through XXXX XXXX XXXX XXXX Trust XXXX and XXXX 's the one that denied our loan modification even though all of our payments have been made out to Green Tree and Green Tree is part of the " Making Home Affordable '' program to help people. I tried to contact XXXX but they are out of business. Almost all paperwork since we got the loan has gone through Green Tree. We even went through a government agency to help us with the process and were denied again. We do n't feel this agency knew what they were doing either but that is a whole different story. In XX/XX/XXXX we applied for a modification again and sent over all the paperwork, which is long and involved process. We did not hear back from them until I contacted them in XX/XX/XXXX and they said I have to send over the paperwork again because our pay stubs are outdated now. When I originally sent over all the paperwork everything was current but now they are saying we have to send it again for the 4th time this year! They raised our interest rate to 11.99 % from our previous modification that was at 4 %. Our payment has almost doubled and we can not afford it. We were granted this loan during the time when the banks were over extending people on their houses and we got taken in by this. We have XXXX mortgages on this house and the value of our house is not worth what the XXXX mortgage balance is, let alone what we owe on the XXXX mortgage. Green Tree Servicing people are rude and uncaring. We have made the same payment every month that we have for the last 3 years but since Green Tree raised our interest rate they are now harassing us saying we are late on payments. When I called in to try and work with them regarding them raising our interest rate I told the rep that I can not afford my payment to go up and he yelled at me and said I can afford it, I just choose not to pay it! I have never been spoken to like that by any other company I have dealt with. I feel like they have our loan information incorrect. We have gotten correspondence that contradicts what they tell us on previous correspondence. They send me letters with my account rep 's first name and extension listed but when you call they to speak to them directly you can not dial an extension and the rude people that answer the phone wo n't put you through to your account rep. One time I called and they told me my rep moved departments but then I found out from another person that the rep does n't work for them anymore. Then a month later I received a collection letter with that same rep 's name and extension. Obviously Green Tree is not correct with our information and our loan.

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