Consumer complaint received 2019-01-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Ditech Financial LLC
State: CA

Complaint narrative:
Hello CFPB, I am very appreciative that the agency exists to aid and empower consumers to protect our rights against these corporations that are on the verge of insolvency. Several mortgage servicing companies are underfunded due to the greed of the top stakeholders, and I have no choice in who services my mortgage. Therefore there is not a priority to provide centric customer service. 

I have been extremely patient with Ditech in hopes that whoever is reviewing my loss mitigation request determines that my case is acceptable mitigating circumstances, as the servicer is authorized to offer a mortgage loan modification outside of these requirements by submitting an application through XXXX XXXX XXXX XXXX XXXX XXXX for review and obtaining prior approval from XXXX XXXX. I sent a plea to Ditech on XX/XX/XXXX, and after several attempts to come to an acceptable resolution, the phone representative mentioned I could continue with escalating or submit a new hardship packet for review since 12 months have passed since my loan was modified XXXX. I sent my packet XXXX and did not receive a written acknowledgment, and when I do make contact with a phone rep, they mentioned they have received it but to give it time to confirm what is missing. More than 30 days have passed since the packet was sent and I do not know if it is complete or what status I am under and while my foreclosure is active. The last representative mentioned to me that I should be prepared for denial, because 12 months have not passed, which conflicted the information I acted on when moving forward with the loss mitigation package submission. I do not blame the individuals, because I understand they are overworked and the information is not properly transferred. Below is a copy of the request for an unusual hardship review sent for a plea for additional review : -- - Dear Sir or Madam, I feel that it is challenging for me to communicate by phone or the collection team thinks that there are no further options available for. I spent a significant amount of time researching my scenario so that I can accept the facts that and give me a piece of mind. I have attorneys contacting me, advising they can resolve my situation by force of litigation or bankruptcy, but require consultation with me. I do not want to go down a path that I feel is not necessary to resolve my matter. I am reaching out by the messaging center so that this written complaint can be routed appropriately, as I think the call center is unaware of exception reviews that my investor XXXX XXXX is open to review and consider. I would like Ditech to reconsider my situation and agree that it falls under an acceptable mitigating circumstance so that a request could be sent through XXXX XXXX XXXX XXXX XXXX  for review. During the Trial Period Payment, I encountered life events that took their toll on me and impacted the performance of my payments. I can provide a detailed letter and supporting documents, but I am unable to upload within the message center. ( 1 ) XX/XX/XXXX, I learned that our {$19000.00} tax refund was compromised and is under investigation, as this classifies as identify theft. ( 2 ) My son was born in XX/XX/XXXX and my wife, and I began to have marital problems because no sight was going to receive our money. ( 3 ) XX/XX/XXXX, my wife and children left to live with my mother in law as the tension in our household increased. ( 4 ) XX/XX/XXXX, I became XXXX and applied for short-term XXXX with the state of California, I hope you also feel that there were some of the events were outside of my control. As of now, my family has returned home and now have the funds to make my last trial payment and first modified payment in XXXX. During the XXXX trial payment period, it was difficult to contact me because the medication needed to treat me made me very tired and dizzy. Therefore I was either sleeping or not in a position to hold a conversation. I returned the final modification agreement and was confirmed received on XX/XX/XXXX and during my phone call on XX/XX/XXXX I was not aware of the payment in XXXX NSF, as the represented call notes indicate he informed me. With a deeply heavy heart, I plea that Ditech and XXXX XXXX reconsider my denial and accept my final modification, under the condition I remit my XXXX trial payment and XXXX first modified payment. Kind Regards, -- - I can submit any documents upon request for review and I am available by phone anytime XXXX, thank you. The entire situation is causing me XXXX XXXX, please help.

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