Consumer complaint received 2016-06-15 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ditech Financial LLC
State: AZ

Complaint narrative:
Our XXXX mortgage was purchased by DiTech Financial. Every payment we made was on time. The HUD government entity XXXX paid off our loan on XXXX XXXX to DiTech. And DiTech told us a refund check for our escrow in the amount of {$640.00} was mailed to us on XXXX XXXX, 2016. As of today 's date we have received nothing. We called DiTech on XXXX/XXXX/16 to make sure the check had indeed been sent out and the customer service rep, XXXX, in XXXX XXXX assured us that the check was sent out on XXXX/XXXX/16, and she verified our address that it was sent to. She said the escrow department was located in XXXX XXXX XXXX. She asked us if we would like her to put a stop payment on the check and have it re-issued. We told her we would be willing to wait one more day, and if it had n't come we would then call back and have a stop payment and re-issue done for us. On XXXX/XXXX/16 there was no check in the mail so we called to have the check cancelled and re-issued. We asked if they would expedite it for us since we are in need of this money and had not planned that this would happen. The person we talked to is XXXX. She said she did not have the power to expedite a payment but she would get us a supervisor. Finally, a person named XXXX answered the phone, Extension XXXX, ID # XXXX, Supervisor. We asked her if she could expedite the check since we were needing it for an upcoming payment and she proceeded to tell us basically that we are SOL. She was not willing to cancel the check and have it reissued without us waiting another 30 days. She would not tell us the bank nor the check # that the supposed check that was supposedly sent to us was issued on. She told us that they did not have an Escrow Dpt. for DiTech Financial, that everything was done through Customer Service. She refused to verify that a check was even sent and said she was unable to do anything to help us. She said that what the XXXX customer service reps. told us was not true, and that they should not have said that to us. We contacted the HUD Government Offices of XXXX and they gave us your name, and said to file a complaint immediately. So, we are doing so. We appreciate any help you can give us, because it is obvious that DiTech does n't care if we receive the check or not. We are attaching a letter that we had received from DiTech, dated XXXX XXXX, 2016, the day they claim our refund check was mailed. We received that letter in XXXX days so had the check been sent that day we certainly would have received it by now, XXXX days later. The letter they sent us was a breakdown of our escrow showing the refund we are to receive. DiTech 's phone # is XXXX. This is all the information we have for you. Our government XXXX Representative 's information is : Administration of Resources and Choices, HUD Certified Housing Counseling Agency, Financial Counselor is XXXX XXXX, Phone # XXXX, XXXX XXXX. Thank you again

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