Consumer complaint received 2017-10-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Ditech Financial LLC
State: NY

Complaint narrative:
Loan information : Mortgage # XXXX Ditech, formerly Greentree as of XXXX. Originally the mortgage was # XXXX with XXXX onXX/XX/XXXX. This is for a co-op apartment in NY. 

I paid my mortgage off in full onXX/XX/XXXX to Ditech. At that time I inquired about getting my documents and was ( repeatedly throughout this process ) giving incorrect information about how to obtain them. I repeatedly referred to a NY law firm. Fortunately, Ditech gives out this erroneous information repeatedly so the contact at the law firm knew where this information originated and what I needed to do instead : to go back to Ditech. She was kind enough to request the documents from Ditech on my behalf, as well. She did, twice in the last month+. I also requested them from Ditech*. 

In the meantime, I hunted down my stock certificates because Ditech said they did n't have them and never did. I need the UCC, Lien Release, and Stock Certificates. Ditech also said that the documents did n't exist. They said that they had 30 days from the payoff to get required documents to me. I explained that time was of the essence as I could not close on my new property without these documents and that each day was costing me a great deal of money. 

I called again on XXXX to find out where the documents were and I was told that they would now have to research the location of the documents. That process would take 3-5 business days. 

30 days came and went and no documents. I called again on day 5 of the research time and they had no information on the documents. I called again on Day 6 and again on Day 7. Each day I was promised that someone would get back to me the same day regarding my documents. Each time I called I spoke to a supervisor. I never have been called back or contacted through phone, mail or email. I requested that Ditech overnight the shipment of the documents to me because they are out of compliance and I need them immediately. 

On XXXX I was told, for the first time, that Ditech customer service requested that XXXX XXXX ( another Ditech department ) respond to Customer Service ( the supervisors I have been speaking to ) regarding the documents. The supervisor would not tell me what kind of timeline I should/could expect. Therefore, I can not even anticipate a closing on my new property. I asked to speak to someone higher up and/or at XXXX XXXX. I was told that I had no other options beyond speaking to the supervisor at Customer Service. 

Furthermore, on two occasions I asked the representatives at Ditech to provide me with complaint information because Ditech is out of compliance. They told me that they only avenue for complaints was to write to Ditech. I asked if there was a federal agency or oversight organization and they insisted that everything still had to go through Ditech and there were no other options. 

I was also told that the supervisor I spoke to on XX/XX/XXXXdid not promise to call me back on the same day regardless of whether or not they had information. That is untrue. 

I want my documents. I need my documents. I am hoping for your help expediting the process. I have attached the faxed copy of my documents provided to me by XXXX onXX/XX/XXXX ( the originator of the mortgage ) that I repeatedly offered and repeatedly refused, to Ditech, along with XXXX 's contact information ). 

I have spent no less than 10 hours of my time with attempting to get my documents from Ditech in the last few weeks. 



*The original mortgage company could not release my documents to me ( stock certificates, etc. ) because they did n't have the right to do so given they had no confirmation that my mortgage was paid off.. They said that only Ditech could release them to me. They did, however, send me photocopies of the documents. I offered these to Ditech and to tell them where the information was. Ditech would n't accept the information.

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