Consumer complaint received 2016-08-14 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ditech Financial LLC
State: PA

Complaint narrative:
My mortgage account was transferred to Ditech last year. Back in XXXX XXXX I received a shortage adjustment notification on my escrow, and was told I would need to pay {$210.00}, which needed to be paid by XXXX/XXXX/XXXX if I wanted to keep my payments the same. I made the payment, but it was accidentally charged to a different account. I contacted Ditech on three separate occasions to get it fixed. During that time, I received numerous phone calls and mailings about owing money, and they put most of each months payments in unapplied funds, stating that I was paying the full amount I owed on my payments. It was sometime in XXXX XXXX before that issue was fixed, or so I thought! 

The next issue I had was also in XXXX XXXX. I always make my payments on XX/XX/XXXX, but XXXX XXXX fell on a weekend, so my payment for XX/XX/XXXX was made on XXXX XXXX. Right before this payment, I was told by Ditech that my account number had changed because they were changing their computer system. Even though I had changed my account with my banking system, somehow the payment was made to my old account number. I again started receiving calls and mailings that my XXXX XXXX payment was past due. I explained to them on the phone that I made my payment and was told that since it went to the old account I would have to wait for it to be applied to my new account due to problems with their new computer system. Next I was told by mail to contact a XXXX XXXX concerning my late payment. XXXX XXXX was not available, so ended up talking to a representative named XXXX XXXX XXXX informed me that the problem was not due to the fact that my payment went to my old account, but that since I made two payments within the same month ( XX/XX/XXXX ), all of the XXXX XXXX payment went to principal, and they would have to send it to their adjustments department to be fixed. She also said that the adjustments dept was behind due to all of the problems with the new computer system, so it may take a few weeks. Although notes were supposedly made on their computer system about my account, I continued to receive harassing phone calls that I was behind on my payments. Their collections people never checked my account information before calling, and when I explained, they seemed to be bothered by having to look up the information to prove I was right! The last representative I spoke to about that issue in XX/XX/XXXX finally seemed to get it fixed on XXXX XXXX, according to my payment history online. 

Now, I get another mailing on XXXX/XXXX/XXXX, and phone call on Thursday, XXXX/XXXX/XXXX saying that I need to pay a difference of {$61.00} and change. I noticed again that most of my payment is now sitting in unapplied funds. I explain to their representative that I do n't owe anything, only to be told that they did n't receive my escrow payment ( the one I mentioned at the beginning of this complaint from XXXX XXXX ) in time and that was the difference I now owe them! I was angry and asked several times to speak to a manager, before I was transferred to a manager. He starts listening to my information, then hangs up on me. I did not receive a call back. I just want my account to be fixed, and the harassing phone calls and mailings to stop!

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