Consumer complaint received 2016-05-25 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ditech Financial LLC
State: IL

Complaint narrative:
I filed a formal compliant in XXXX XXXX against my mortgage company, Ditech, because they had failed to acknowledge or resolve the numerous letters I had written trying to understand an escrow issue. Please refer to the CFPB XXXX # XXXX. I received a less than satisfactory response to my complaint on XXXX XXXX, XXXX. While parts of my inquiry were addressed, Ditech has since then failed to acknowledge or resolve the remaining parts of the complaint. I have not heard anything since XXXX XXXX, XXXX, yet Ditech promised to supply me the XXXX 's I had been waiting for and to reimburse me any fees or penalties I am due. 

So my new compliant consists of the following : 1. ) Ditech supplied all the correct amounts and disbursement dates and indicated that they would adjust my XXXX and send them to me. I would like to understand how the error on the XXXX can happen in the first place? I would also like to understand why I have not received those corrected XXXX. No explanation or resolution after almost one year of disputing this is unacceptable. 
2. ) I would also like to understand the credits and disbursements made. If I look at the escrow analysis you provided it shows that a payment was made to the County in XXXX XXXX for {$1200.00}, but then in XXXX XXXX a credit showed of {$1500.00}. Why is there a difference in the amount? Same thing for XXXX XXXX, a payment was made in the amount of {$1400.00}, but a credit in XXXX XXXX for {$1700.00} was received ... why the difference in amount? It appears as if the credits are more than the payments, so I would like to understand that. 
3. ) I received notification that a disbursement of {$1800.00} was sent to the County on XXXX XXXX, XXXX. I called Ditech Customer Service and they indicated it was because the County refunded Ditech for my Parcel #, but Ditech sent it back. When I spoke to the Representative on XXXX XXXX, XXXX she was unable to explain why a credit was received and why it was sent back. I see that a credit was made to my escrow balance in XXXX XXXX for {$2000.00}, what this a refund from the County? If so, why did we send back only {$1800.00}? The representative told me she would get back to me in 14 business days, and as I file this dispute it is now XXXX XXXX. Almost 2 months later, and I have still not heard back from Ditech ( verbally or written ). 
4. ) I find this absolutely appalling that I ca n't even contact my Mortgage company and trust that I will get an explanation or hear back. I have to call, write, or file formal complaints to try to get answers. As a consumer this is very frustrating that I have to continue to business with a company like this and can not leave them unless I refinance and pay all the fees associated with this. I have a right to understand my mortgage, and should not have to keep writing in order to get a response to questions I have been asking since XXXX XXXX.

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