Consumer complaint received 2017-12-12 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Ditech Financial LLC
State: TN

Complaint narrative:
Ditech Mortgage - I called on these dates : XXXX/XXXX/XXXX XXXX XXXX CST spoke to XXXX XXXX XXXX in AZ about Loss Mitigation Group letter sent XXXX/XXXX/XXXX ; said they needed more documents to complete application. I uploaded requested documents through the website which clearly showed income and GIFTS and other deposits in my checking for the entire year. 
XXXX/XXXX/XXXX Called XXXX, he said they used $ XXXX monthly income to determine my loan modification request. I told him that was gift money and unemployment which is not applicable as my income. 
XXXX/XXXX/XXXX XXXX XXXX CST I called XXXX XXXX at XXXX XXXX at XXXX and left a message that my income was incorrect and I was uploading document to the website. Several pdfs uploaded ONLINE MESSAGE XXXX/XXXX/XXXX sent a message thru online message center for Ditech also : " I will be uploading Loan Modification Appeal documents due to the information was incorrect that was used to determine my eligibility. Please have someone contact me regarding this matter. 
Fri XXXX/XXXX/XXXX XXXX XXXX CST I received an email to download an Loan Modification Appeal resolution document which again denied my request using INCORRECT Income amounts and the letter said my appeal was denied due to I made too much money. 

Tuesday XXXX called approx XXXX CST Called Ditech and got XXXX XXXX she immediately put me on hold ; Asked for XXXX official representative at XXXX - She put me on hold and then came back and said he is not available. 
I asked for manager level - she said she had to verify information for security purposes ; Gave her my account #, property address, last 4 # of social, I asked to speak to manager- she said she was not available and would have to call me back. I said never mind and hung up. 
immediately following phone call, I tried to send an online letter while logged in to my account and after composing and hitting send ; it said Error could not send. 

Tue XXXX/XXXX/XXXX XXXX XXXX -- I sent email thru my personal email and automated response said could be XXXX days before someone contacted me, I logged in again online and sent the same letter. 
Tue XXXX/XXXX/XXXX XXXX XXXX Called second time XXXX put in extension for XXXX x XXXX went to voicemail - said mailbox is full ; Tried another extension XXXX XXXX XXXX XXXX - was not available =left my name and number & said I want to make a payment Each month they have sent correspondence that says I have a different account rep. and I try to connect - call - leave a message and do not get any call back. 

For the Loan Modification request and appeal, I emailed and uploaded online two separate documents that showed my entire income for the entire YEAR, as stated in my Letter of XXXX XXXX, XXXX : " My income and ONLY MY INCOME, is only {$2600.00} thru XXXX XXXX, which averages to {$260.00} per month for the past ten months. I have only had part-time income through XXXX or misc part-time, short term employment. ''

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation