Consumer complaint received 2019-02-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Ditech Financial LLC
State: CA

Complaint narrative:
XXXX had problem at end of year with this mortgage company regarding paying Taxes on time. 
XXXX problems again ; received letter dated XX/XX/XXXX from them stating we had an escrow shortage of {$570.00} to be paid before XX/XX/XXXX if not monthly payment would increase to {$990.00}. If shortage was paid the new monthly payment would increase to {$950.00}. We sent a {$600.00} ( XXXX extra ) payment to cover escrow shortage and received by company on XX/XX/XXXX. 
XXXX {$950.00} bank payment adjustment was not done by us so our bank sent the regular {$920.00} payment on XX/XX/XXXX. On XX/XX/XXXX we contacted mortgage co. to inquire about our missing statement and were informed reason was due to failure to pay mortgage in XXXX. We told them payment was done but we were told we were short {$26.00} on that payment and {$35.00} late fees ( total XXXX ). Contacted our bank and wired {$100.00} payment ( {$38.00} over ) they collected on XX/XX/XXXX. They also cashed our check # XXXX on XX/XX/XXXX adding an extra of {$900.00} to principal and {$300.00} to escrow. 
On XX/XX/XXXX they received the disputed new payment of {$990.00} for XXXX while waiting for clarifications. The XX/XX/XXXX statement charge us again {$990.00} and {$9.00} late fees. Now they say our new payment is will be {$950.00} starting XX/XX/XXXX. 
They sent us a check for {$97.00} supposedly of escrow excess ( not cashed in ), we paid {$600.00} plus {$300.00} ( total {$900.00} ). According to their XX/XX/XXXX escrow review the shortage was {$570.00} ( we paid {$320.00} extra to escrow ). The new monthly payment with shortage payment stated on their letter to us would be {$950.00} not {$990.00}. Why the difference of {$47.00} a month for XXXX months ( total {$140.00} ). 
XXXX dated XX/XX/XXXX from them to XXXX states our payment will go to {$950.00} on XX/XX/XXXX based on a payment of {$990.00} on XX/XX/XXXX. We paid {$600.00} to cover the escrow shortage so, what happened to the {$950.00} payment? 
XX/XX/XXXX payment made to them : {$920.00} plus {$100.00} total {$1000.00}. If the new payment was {$950.00} and late fees {$35.00} we over paid, I guess they are charging us the late fees to {$990.00}. They are not in compliance with their own estimate XX/XX/XXXX payment, again according to their projection new payment after shortage was paid would be {$950.00} but we were charged {$990.00} we paid and received by them XX/XX/XXXX. 
XX/XX/XXXX payment was charged {$990.00} plus {$9.00} late fees. 
We already contacted them by phone and disputed the {$990.00} payment instead of the {$950.00}. We also sent a certified letter disputing escrow account and the new {$990.00} monthly payment instead of their initial {$950.00} if shortage was paid, they acknowledge receiving it XX/XX/XXXX. 
If they can not manage properly the escrow account we have no problem paying our taxes and insurance on time but first we want them to follow their own estimates a give us the proper credit ( {$900.00} paid to escrow account ) and adjust the monthly payment. We are not planning to cash the check they sent us for {$97.00}.

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