Consumer complaint received 2017-03-06 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ditech Financial LLC
State: NH

Complaint narrative:
We closed on our loan in XX/XX/2015. A short time later it was sold and started to be serviced by Ditech. That was the beginning of the worst customer service experience of my life. When our property taxes were due, I checked my account and saw that they were not being paid. Of course, the money had been escrowed on time but no payment was being made for taxes. I sent an email to their customer service to find out what was happening. I got a standard letter within a week telling me they would look into it and I could expect an answer within 30 days. I tried waiting patiently but as I checked my account with the town, I saw interest starting to be added because the payment was so late. So, this time I called the customer service number and after being transferred a few times spoke with someone in that department. 

The rep told me that they were n't being paid because my town needed to send them something to prompt payment and once that happened, they would be paid. So I checked with my town and they told me the same thing was sent to Ditech that is sent to all other mortgage servicing companies. Here we go. I call Ditech again and have to start all over as they do n't seem to have record of my previous inquiries. What happens next? I get another form letter exactly like the last one telling me they will look into it. Still no tax payment and interest keep getting added. Again, I try to wait but my husband ends up calling and finds out that from who he talked to that the problem was that our account was not set up correctly. It was marked as a " self-pay '' for taxes even though they have been collecting our money for escrow every month. OK, so mistakes happen, I just wanted it fixed and to get those taxes paid as we were now a few months late. 

I contacted the town again and told them what was happening and they told me they would let me know once they received payment. Great. Payment was finally made but Ditech used my escrow money to pay the interest that had accrued from being so late!!! What?? They made an administrative error in setting up our account yet they used our money to correct their error? That is just unacceptable. So, my husband called again and the rep he spoke with that time told him she saw everything in their system and she would put the request in to refund us the money taken from our account to pay the interest. Great, that is all I wanted. Weeks go by and nothing. 

Finally, my husband called back and they said the request was denied. Seriously??? So I sent one final email because I wanted it in written form and told them how miserable their customer service was and that I would give them 14 days to make this right or I would begin to explore other avenues to file a complaint. What do I get? Another form letter to tell me they would look into and I would have a response within 30 days. That was in late XX/XX/XXXX and it is now XX/XX/XXXX and I have gotten no refund and no response. They have got to be the absolute worst in customer service I have ever seen. It is unfortunate you can not choose who services your loan because if you could, I would not go near this company ever again.

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