Consumer complaint received 2017-09-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Ditech Financial LLC
State: VA

Complaint narrative:
My mortgage is with Ditech in my husband 's name. My mortgage was included in our chapter XXXX bankruptcy which was filed in XXXX XXXX. I have made a payment on time every month since we filed for bankruptcy. The problem started with Ditech in the fall of XXXX. I called the bank to check on getting my PMI insurance cancelled because we were at the point in time in our original loan agreement that is was supposed to automatically cancel. I called Ditech and after tons of phone calls and going back and forth with them they finally got it cancelled in XXXX of XXXX and we were even sent a refund for the amount they had been collecting past the date of the time they were supposed to automatically cancel. I then asked them what my new payment would be since they did not have to collect the PMI insurance anymore. After many more phone calls I was told on XXXX by a supervisor that a test analysis was being done to determine what my new payment would be and to call back for the results. I spoke with a supervisor on XXXX/XXXX/XXXX at XXXX and was told my new payment was going to be {$1100.00} XXXX it had been {$1200.00} XXXX. Starting XXXX XXXX XXXX I started making a payment of an even {$1200.00}. Our bankruptcy was XXXX in XXXX XXXX so I called back Ditech in XXXX to ask them to transfer my account out of the bankruptcy department and into a regular Ditech account since I was so longer in bankruptcy and I did not receive statements since I was still listed in the bankruptcy department. In order to be transferred out I was told my account had to be paid up to date and in good standing so the same supervisor said an audit had to be done on my account to be sure. After many calls again on XXXX I was told by this same supervisor that a audit and system adjustment had shown that I was actually ahead XXXX full payment from the XXXX XXXX payment and that I could skip my XXXX payment since I was ahead. I skipped the payment and nobody ever said anything about it again. I proceeded to call them periodically over the end of the year and again on a regular basis in XXXX because I never received any statements from them showing my payments or escrow information because they still had me listed in the bankruptcy department. I called over and over and was told they were going to " escalate '' this and get it to a supervisor to remove the bankruptcy codes so it would transfer to a regular Ditech account. In XXXX XXXX I got a letter from Ditech dated XXXX/XXXX/XXXX stating a review of my escrow account showed that I had a surplus of {$1000.00} in my escrow and because of that my " new payment '' would be changing from {$1200.00} to {$1200.00}. I did n't understand this because I had been told on XXXX/XXXX/XXXX that my new payment was {$1100.00}. I called them and I have been dealing with this nightmare ever since. I was still trying to get them to get my account out of the bankruptcy department and now I am calling them asking them why do I have a surplus in escrow and why does this say my new payment is more that what they told me my payment was on XXXX/XXXX/XXXX. I went back and forth with them for XXXX and a half months and every time I called they kept telling my they were waiting on Ditech XXXX this was the XXXX XXXX XXXX to respond about the incorrect payment and getting out of the BK dept. I was finally told by a representative that I could issue a " formal complaint '' and that would hopefully get a response from Ditech. FINALLY when I called on XXXX/XXXX/XXXX they said it had been transferred out of the XXXX XXXX and into Ditech. On XXXX/XXXX/XXXX I got a call that I was behind on my mortgage payment by {$620.00}. I have since been calling and calling and have talked to numerous people ( you have to start over from scratch every time you call XXXX. I issued another formal complaint and got a ticket # XXXX and was told a supervisor at XXXX is working on this. I have tried to call her over and over, her mailbox is full and she never answers. They are able to see in their system that I was told my new payment would be {$1100.00} but nobody seems to know why it was n't officially changed to that on XXXX when I was told. I have been told " that was just a test analysis '' even thought I was told that was what my new payment was definitely and today I was told it was n't changed because the escrow department was waiting on my " approval '' which is a joke! I keep getting the run around and I talked to another supervisor at XXXX and she promised to work on my account and call me back. They have never once called me to follow up. So right now they are still saying that I am behind {$620.00} even though my statement dated XXXX says I am behind {$1200.00}. They continue to tell me they are working on it but they are only trying to get it " fixed '' as of right now. I am adamant they they go back and adjust my payment amount to the {$1100.00} as of XXXX/XXXX/XXXX like they told me! And why would n't they, my PMI insurance was cancelled and it should of changed my payment. How can they justify cancelling my PMI insurance but continuing to collect the same payment for another year and a half??? I was also told today that I did not start showing that I was behind in my payment until XXXX because since I had started making the {$1200.00} payment last XXXX they were advancing me the difference???? I am told something different and new every time I call and I cant get the supervisor back on the phone or to call me back who said she would help me and call me back. I am very worried as to what this will do to my husbands credit since the loan is in his name ( I have written permission to speak to Ditech about this account ) and we want to refinance in XXXX and they need to go back and fix my payment as of XXXX/XXXX/XXXX like they told me and not just change it as of now which will still show on our credit and payment history that we were behind. Please help!!!!!

Company response to consumer: Closed with explanation