Consumer complaint received 2017-04-06 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ditech Financial LLC
State: MS

Complaint narrative:
XX/XX/XXXX we had scheduled our mortgage payment to be auto deducted on the XXXX of the month. I was nervous and did n't want it to be late so I called in and paid the payment over the phone before the auto-deduction. I asked the girl specifically several times if the auto deduction had been cancelled as I did n't want to have the payment deducted a second time. She swore that it would not be taken out again. Good - all was good to go. But the next day, they DID AUTO DEDUCT THE PAYMENT AGAIN. It overdrew my account. I called up Ditech and they said there was n't much they could do until the payment came back in XXXX or 4 days. I could not have my account be overdrawn for 3 or 4 days so had to make a trip to the bank, get my banker to reverse the auto deduct as he could see that the payment had already been made. He did have the payment reversed, I got my money back, my account was back in the black and all was good - or so I thought until today. I am trying to get my mortgage reworked and in doing so the loan office saw that Ditech had reported us late for XX/XX/XXXX, the same month that all of this happened with Ditech double billing my account. I called Ditech again today. They said that I would have to get the evidence from my bank that the payment had been double billed and then they would " take a look at it and see if they could do anything ''. So not fair! The onus is all on me when they made the mistake AND they are counting me as being late because all they show is the the payment was returned and they are counting that as a late payment which is not true. I do n't think any of this is fair and do n't see why I am the one who has suffered all of the penalties on this mess and they are the ones who screwed it up. I do n't understand how this can be right! I hope that there is something that you can do about it. 
Also, we are in XXXX County, XXXX where a major natural disaster came through a couple of months ago in the form of terrible, devastating tornadoes. Our home did not suffer a lot of damage - some but not enough - but we own our own business and work here in the same area. The tornado caused a lot of businesses to have to shut down due to damage which has impacted our ability to make money. I called up Ditech again and explained the situation and told that during Hurricane XXXX when our county was declared a disaster area ( as it has been now ) we were given a couple of months reprieve to get things back up and running. Ditech said they could take the late payment for XX/XX/XXXX, the one I was worried about, and spread it over 6 months. That sounded like an okay solution. ( The only other solution they offered took 30 days to even get started! ) I said I thought that would work. Now I have found out that for every month we spread this one payment over - up to 6 months- we will be considered late. So that could be another 6 months of late fees and late payments reported on our credit report. I ca n't believe that this is all they can do when a tornado causes damage - that is an act of God and there is nothing we could do about it! I would like to have a solution given that does not make us look again, like we are just not paying our mortgage. Ditech Financial XXXX!!!!!!!!!

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