Consumer complaint received 2016-09-27 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ditech Financial LLC
State: VA

Complaint narrative:
The customer service representatives are extremely rude and unknowledgeable when it comes to their company policies and information. If they are unsure of an answer they will say anything to a customer even if it is incorrect information. For example, I was paying my mortgage early in the beginning of the loan period because I had the worst fear of foreclosure. For some reason every time I made early payments to my account the money would disappear and the representatives would never be able to tell me what happen to the money ( every scenario can be backed up with receipts and notes from the company ). They would come up with every excuse as to why after making early payments I would still owe the full amount. I was told I had a negative escrow etc.. It got to the point I stopped making those early payments. It took a manager ( who had a bad attitude ) to tell me that all early payments are automatically put into an escrow until the customer calls to reallocate those funds. How many hours I wasted on the phone with these people when that 's all they had to say. Scenario 2, after I purchased my home I decided to go from the XXXX to XXXX. My family was moved to XXXX on XXXX XXXX, 2016. I immediately put my house on the market for sale as I knew I would n't be able to pay rent for my family in XXXX and a mortgage in XXXX. The XXXX in the state of XXXX for an XXXX is {$XXXX} a month my mortgage is {$1600.00} a month. So not only could I not afford to pay my mortgage on my new XXXX pay but I also am a single mother with XXXX children so I could n't afford to pay for a place for us to live in, in XXXX and my mortgage in XXXX. I expressed this concern to my command and they proceeded to tell me about the SCRA Law or Service members Civil Relief Act that was in place for our military for this very scenario. I immediately called Ditech to see if there was anything they could do to assist me until my house either sold or rented. I was given so many different answers by so many different representatives as well as managers. I was told I did n't qualify because the SCRA Law was only for California residents, I was told that Ditech does n't support the SCRA Law because it was a XXXX XXXX loan, I was told by a manager that my loan had to be in default before they would be able to even consider me under the SCRA Law. I proceeded to go on line and read this Law inside and out I even spoke to a JAG officer concerning these answers and what do you know I was given incorrect information. At that point I wrote Ditech a letter since I could n't get anywhere with customer service ( the letter sent is attached ). A long letter explaining my situation enclosed with my military orders and my XXXX to show my pay. I was n't asking for them to do me any favors my house was under contract at this point so I was asking for a deferment until we went to closing and they could take the remaining balance out of my settlement pay. Mind you my home sold for {$39000.00} over the original loan amount. Again I was denied. I was sent a letter stating that because my loan was under the 6 % gap there was nothing else they could do. I called customer service frustrated and was told once again that until my loan is in default they can not help me. I finally received that bill collector phone call after my loan was 20 days past due. I explained my situation to the representative and told her my house goes to closing XXXX XXXX, 2016. She was pleasant and advised me to wait until that time and they would take the funds out of the settlement check. All the tears, harsh words, and frustration and it had to go that far before I could get anywhere. Now here we are 1 day past closing and I 'm still dealing with rude unknowledgeable representatives. Myself and the title company have been attempting to receive a payoff amount from Ditech since XXXX XXXX

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