Consumer complaint received 2018-08-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Ditech Financial LLC
State: OK

Complaint narrative:
My ex-husband and my divorce was finalized XX/XX/2018. The Quit Claim Deed was signed by both of us and filed on XX/XX/2018. Our original plan was for him to refinance the home loan in order to remove my name. After doing some research on the Ditech website, we found that we could do a loan assumption instead of a refinance to do this. I printed off all of the required documentation that the website said we had to send in. We both signed the authorization form as it requested. We faxed the following documents on XX/XX/2018 ( see fax confirmation included ). I was concerned on XX/XX/2018 that maybe it hadn't been received because I had put on the fax form to please contact me when it was received. I didn't want to rush them so I gave them 3 weeks. So finally on XX/XX/2018, I called Ditech. The woman was confused and didn't know anything about the loan assumption process even though I called the number that the form said to call if you had any questions. After a little over 20 minutes, she said she was able to send an e-mail asking if our documents had been received and she would call me back in 2-3 days. She said I should also receive a letter within 30 days of sending the information in. I waited. I work full time so I got a little busy and didn't have a chance to call back. Finally on XX/XX/2018, I called again because I was getting concerned that it now had been well over a month since I faxed the original documents in. In the divorce decree, it states that the home was to be put into my ex-husbands name only within 90 days of being final. At this point, it was 60 days since the divorce was finalized. I started to panic that it was not going to get done. In addition, I can not purchase my home or do much of anything with this large debt still on my credit report. I was actually denied by multiple banks when I purchased a smaller car in XXXX because it appeared that my DTI was very high when actually I hadnt been making the mortgage payment in over a year. When I called on XX/XX/18, I spoke with several different people. Two of them asked why we wanted to do an assumption instead of a refinance. In my head, I thought the benefits of an assumption ( for us anyways, not Ditech ), were obvious. One of the women verified that the fax number I first sent the  information to was correct. It was. So she asked me to fax it again. We faxed the following documents again on XX/XX/2018 ( see fax confirmation included ). I  proceeded to call every day that week only to be told every time that the information was still not imaged to our account. On XX/XX/2018, I sent a message through the online portal ( this message is included ). On XX/XX/2018, I faxed the documentation once again after calling and being told it was not there. When I asked if there was any way to expedite the process because we are on a timeline, I was told no. Later that afternoon, I called again and was told the documentation had not been received. I explained that this was court ordered and we were getting close to the deadline. Finally, this woman said she would speak to her supervisor to see if we could expedite the process. After being on hold, she came back and said that she could email me a link to upload the files if I had access to an email and a computer. I said I did. She said as soon as she received them, she would e-mail them to her supervisor, and he would get them imaged right away. I received a link to upload the files XX/XX/2018. I have a confirmation ( included ) that it was uploaded. I tried, unsuccessfully, since then to speak with XXXX XXXX again to confirm they were received. As of XXXX XXXX XX/XX/2018, the documents were still not in our file. This woman I talked to said there were some questions she needed answered on their end and proceeded to ask me several questions ( which was part of the information I had typed up because I had already read online they would need that information. ) I received another link to upload the files from XXXX XXXX which is this packet. I have a confirmation ( included ) that it was uploaded again XX/XX/2018. I called at XXXX XXXX on XX/XX/2018 and once again was told the documents were not received. This man was had an attitude and at first told me that by looking at my loan, it couldnt be assumed. I said that I had read on their website that if there was a divorce, one of the parties could assume the loan. He said oh yes if there is a divorce you can. I told him I was getting frustrated because this needs to be processed very quickly and they cant even get the information I have been sending. He informed me that I could mail the documentation. I mailed documents by certified mail today, XX/XX/2018 at XXXX XXXX I am absolutely panicking that this is not going to get done. We both have things that cant be completed until this is done. I am starting to feel like Ditech does not want to do a loan assumption. From the attitude about us doing an assumption rather than a refinance and the multiple failed attempts of me submitting the documentation that is the only conclusion I can draw. We feel like our hands are tied as we can not walk into a building and hand the documentation to a person. It has to be faxed, mailed, or uploaded. My fear is that it is never going to be imaged to our file which will force us to refinance and cost us a lot more money. We have wasted a lot of time, energy, and some money in this process. Please see all of the documentation I have included.

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