Consumer complaint received 2018-11-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Ditech Financial LLC
State: WA

Complaint narrative:
We want to drop our PMI on our home loan through Ditech Financial. I formally  requested ( in writing ) this be dropped and was informed we needed to have an appraisal completed first. We sent in authorization for appraisal and was told we were responsible for 50 % of the {$420.00} appraisal fee due to living in the State of WA ( law ). We were also told that the appraiser had to be appointed through Ditech. 

We had our home appraised XX/XX/XXXX. We received the appraisal approximately 3 weeks later after following up multiple times via phone with Ditech to inquire on status. 

The appraisal had multiple mistakes ( square footage incorrect, bad comp 's, etc, etc ). I began the process of trying to get answers on how to formally request a dispute. I had to call 3 different times and received various and different responses on how to actually go about this. Finally I found someone who said I needed to submit it in writing. 

I submitted my formal dispute letter on XX/XX/XXXX via US Mail. This package included over 45 pages of detailed reasons as to why I was disputing the appraisal, with backed up evidence/facts/comps, etc. I even included the Tax Assessed value from the County Tax Assessors office which was significantly higher than the appraisal amount. ( See attached ). 

I still can not get anyone to respond to my formal dispute. I have made the following attempts at contact and still stand waiting. I am so frustrated and need answers. The will not help me and I still continue paying the PMI month over month, even though the value is there in our home. Please help us. 

Lastly, they also mischarged us for the appraisal itself. We were told IN WRITING that we are only responsible for 1/2 of the {$420.00} appraisal amount, so {$210.00}. They have billed our account and are taking my extra monthly principal payments towards " advances '' and claim that we owe {$560.00} still. They have taken {$160.00} towards advances, but on my account only it shows posted to my accounts in a category of " Late Fees '' We have NEVER been late on a single payment since loan inception on XX/XX/XXXX. I asked how they even came up with that and a supervisor acknowledged there were billing errors on their end and he would look into it. Again, no calls back. 

See below details on my calls and web Inquiries via the Ditech.com site ( logged in )  where they promise a 30 day response - STILL they have never respond to a single web inquiry. 

XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. 

I've done everything in my power to try and get them to help us with an incorrect appraisal, incorrect billing of appraisal amount and gross misconduct of mis-applying my additional monthly principal funds to " advances '' or " late fees '' and they will not help us no matter what we try. Can you please help us, we are desperate and so exhausted/frustrated. 

I am sending this exact complaint in a letter form to Ditech today as well. 

Thank you in advance.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation