Consumer complaint received 2017-03-01 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ditech Financial LLC
State: MO

Complaint narrative:
Complaint # XXXX Ditech- Re-occurring Issue New Complaint My home loan was Originally with XXXX then Greentree now being serviced by Ditech, .I believe XXXX XXXX thru today XXXX. I have been expeirncing much difficulty with this company.. In the Months of XXXX Thru XXXX of XXXX I have been seen discrepancies I am on a BI-Monthly payment which is every other Friday deducted out of my XXXX bank account. I started to notice in XXXX, XXXX Late charges being applied to my account, when I called they said it was a computer err and would ask that the fee be removed, Again the following month another Past due charge was applied ... I called again ... " They will request this be waived '', Computer err my account is in good standing ... Then come XXXX ... I get a NON so Nice man Beating on my door, handing me a notice to Call Ditech.. I call they say, well that 's strange nothing 's wrong your account is in good standing ... then I receive a letter notifying me that there has been a collection agent assigned to my account XXXX at XXXX ... PLEASE CALL " This communication is from a Debt collector. I call .... They say well that 's strange, your account is in Good Standing ... THEN on XXXX I receive a Notice : This letter is to inform you about a Loss Mitigation : Temporarily Forbearance Agreement, which gives you time to pay your monthly obligation, If I are unable to make my payments, my best option was to call XXXX to find more AFFORADABLE Housing or loss Mitigation .... 
Again This communications is from a Debt collector Ditech- In an attempt to collect a debt, the longer you wait or the further you fall behind on your payment, the harder it will be to find a solution. 
Every time I call Ditech, I have to start from the beginning to be transferred to a supervisor only to be disconnected ... After 10 Calls or MORE, I spoke with XXXX a supervisor and explained the letter I had received in reference to the Forbearance, he said well that 's strange your account is in good standing. When I asked that this letter of collection be retracted he clearly declined saying that last letter was only a sales tool and did NOT need to be retracted. 
I explained to XXXX I am a XXXX and working for a XXXX that I know what a forbearance agreement is, He stated : I DON '' T want or need to hear again that you 're a XXXX and do n't need to know that you know what a Forbearance agreement is, this was just a sales tool to allow us to refinance you loan with Ditech. NO WE WILL NOT RETRACT THE STATEMENT your account is in good standing Now in XXXX XXXX, I mailed Ditech a check in the amount of {$850.00} as an Escrow payment due to changing my homeowners insurance, Clearly Marked " ESCROW '' Ditech received this payment on or about the XXXX, they unapplied the payment then took the funds as a future payment, but my Principal balance continues to Increase not decrease ... Before they applied this payment my Balance on XXXX/XXXX/XXXX was {$38000.00}, the statement of XXXX/XXXX/XXXX shows XXXX The pay-off quoted to me on XXXX was {$39000.00} which did not include any XXXX or XXXX Payments, as they tried to tell me that the {$850.00} went toward the XXXX payment so I canceled them from withdrawing any more funds from my XXXX account and mailed them my payment for XXXX XXXX well before the due date. 
Now ca n't they show me where the {$850.00} payment went or how it was applied, when again my account was in Good Standing and they take Bi-Weekly withdrawals out of my XXXX Checking account ... When I call them all I get is transferred many times and hung up on

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation