Consumer complaint received 2017-12-28 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Ditech Financial LLC
State: VA

Complaint narrative:
During the process of selling my home in XXXX, FL the title company, XXXX XXXX XXXX requested a loan payoff amount as is industry norm. XXXX XXXX XXXX received the payoff amount by fax on XX/XX/XXXX from the lender, Ditech, which showed the payoff of XXXX listed on the statment as valid throughXX/XX/XXXX. XXXX XXXX XXXX  paid this amount to Ditech on XX/XX/XXXXwith electronic IMAD # XXXX. I received a letter from Ditech approximatelyXX/XX/XXXX that stated that my payment was late. I contacted Ditech and they informed me that they had mis-applied the monies and that they in fact had a surplus in the account that would re-disbursed to me no later thanXX/XX/XXXX. On XX/XX/XXXX I received a letter from Ditech stating that my loan was still open and that I owed in excess of {$800.00} that was dated XX/XX/XXXX. Upon calling Ditech I was told that they paid the taxes on XX/XX/XXXX therefore, the payoff letter was nullified. Ditech charged me in excess of {$1000.00} dollars in interest on the loan during this time. I then paid {$1000.00} from my personal account onXX/XX/XXXXto satisfy any possible outstanding balances even though there was a surplus of more than {$570.00} in my escrow account. Pursuant to federal law, being that the taxes for year to date had not been paid by anyone on XX/XX/XXXX, upon closing, XXXX XXXX XXXX paid the taxes on the property and they were received by XXXX County Tax Collector on XX/XX/XXXXwith a check that cleared that same day. The reference number for the check is XXXX in the amount of {$1200.00}. XXXX County Tax Collectors office informed me by phone on XX/XX/XXXX that they did not receive a check from Ditech for the taxes untilXX/XX/XXXXand the envelope the payment arrived in was post markedXX/XX/XXXXThis does not match the payment date of XX/XX/XXXXas stated by Ditech. The rejection letter for the payment and check were returned to Ditech on XX/XX/XXXXby XXXX County Tax Collector as the account had already been paid by XXXX XXXX XXXX  on XX/XX/XXXX XXXX County Tax Collectors Office can be reached at XXXX  option 2.I have all documents referenced and those that show I was continued to have interest charged on my account in excess of {$1000.00} even with the exacting dollar amounts listed as pay off delivered within one day of the payoff letter being faxed to XXXX XXXX XXXX. I have spoken to 5 or 6 different employees and each one has " no idea why all this happened '' but they " apologize and will do what they can to help '' which to date has been nothing. These people need to be held accountable for their ILLEGAL and UN-ETHICAL practices. Again, Ditech has not provided truths in this manner and this falls under predatory and illegal practices. Additionally, they have to date REFUSED to put any of the conversations over the phone in writing with me and they have REFUSED to send me a statement of my account with full payment history. They have preyed on me as member of the US Military and I am certain they have done the same to others.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation