Consumer complaint received 2017-12-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Ditech Financial LLC
State: TX

Complaint narrative:
Ditech allows customers to make online payments via XXXX. I set up an online payment and received a confirmation ( attached ) for our XX/XX/XXXX payment. We also paid XX/XX/XXXX and XX/XX/XXXX through this system. During XX/XX/XXXX, the authorized payment was never drawn from our account and we were reported as 30 days late. Based on the evidence that was set up correctly and a confirmation was received showing the payment to be drafted, I do not feel we shoud be counted late. 

I spoke to XXXX in XX/XX/XXXX and told the 30 day late was being corrected because we had a payment confirmation. I was given a control # to use when askig about the 30 day late reversal. original control # for the bureaus ( given by XXXX ) is XXXX. I received a letter today ( XXXX ) stating that the XX/XX/XXXX payment was reversed and therefore we would still be considered late. 

We authorized a payment to be made in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX via their website. The XX/XX/XXXX payment was not pulled until XX/XX/XXXX ( confirmation in may of a payment received XX/XX/XXXX is attached ) but it was set up correctly on our end. The XX/XX/XXXX payment was drafted along with the XX/XX/XXXX payment on XX/XX/XXXX but was reversed several days after it was pulled on the XX/XX/XXXX. This was not requested by us. They pulled XX/XX/XXXX payment again and the XX/XX/XXXX payment on the XX/XX/XXXX. 

When I called XXXX, they referred me to XXXX. XXXX said they never drew from our bank in XX/XX/XXXX due to the fact that our account was on the XXXX XXXX directory list. Our account is not listed on the XXXX list nor has it ever been. Please see attached statement from chase provided to XXXX to demonstrate that fact. XXXX admitted never attempting to draft the XX/XX/XXXX payment. When we received the next month 's statement, showing the XX/XX/XXXX payment not made, we called XXXX, who said to call XXXX again. 

XXXX insisted that I physically go to my bank to get confirmation that my account of 20 years was in fact still active before hey would even attempt to pull a payment. I went to my bank ( XXXX ) and had the attached letter to prove the account was active and in good standing. XXXX drafted both the XX/XX/XXXX and XX/XX/XXXX payment simultaneously XX/XX/XXXX. XXXX said that the late payment would be removed from our credit report because our account at chase was in good standing ( not on the XXXX list or an inactive account as they believed ).  The mistake had been on their end and we would not have a 30 day late. On XX/XX/XXXX Paymentus drafted {$7900.00} ( 2 payments ). 

On, XX/XX/XXXX XXXX charged a {$140.00} late payment, even though we had just paid {$7900.00} on the XX/XX/XXXX. 

On XX/XX/XXXX Ditech reversed one of the payments that was collected ( {$3900.00} of the {$7900.00} ). We did not request this. XXXX says it was due to an incorrect routing #. But how did they take the money and put it back if the account # was wrong??? 

On XX/XX/XXXX another {$7900.00} was drafted by XXXX/XXXX covering the XX/XX/XXXX and XX/XX/XXXX payments. We were told that we were caught up. The mistake was on their end and that they would correct the credit report to show no 30 day late. 

Today, I pulled our credit report and the 30 day has not been removed as promised. When I called XXXX and XXXX, they now say the late was our fault and the late will not be removed. 

If we rely on the payment methods available on a creditor 's website, I feel that we should not be punished if the creditor or their third party payment company makes a mistake. That is exactly what has happened to us. We have a 30 day mortgage late because the creditor did not pull the payment that we set up per the confirmation. Ditech says that a confirmation can not be trusted, I think a consumer should be able to rely on the written information given to them by their creditors. 

I asked to speak to a supervisor and was told I would receive a call within the hour. that was this XXXX. We did everything correctly and are now being punished for their mistakes. I really need some help. Anything you can do would be greatly appreciated.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation