Consumer complaint received 2018-12-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Ditech Financial LLC
State: AL

Complaint narrative:
XX/XX/XXXX XXXX XXXX XXXX XXXX  # XXXX XXXX XXXX XXXX XXXX, PA XXXX To Whom It Mat Concern, I have appealed a credit decision based on extenuating circumstances. I have made efforts to speak with a bankruptcy attorney which was not the best course of action for my family. I later made consultation with the XXXX XXXX XXXX of XXXX XXXX, XXXX ( XXXX ). I spoke with a counselor at XXXX on XX/XX/XXXX, who provided me information and guidance in making contact with Ditech with my permission. On that same day I informed Ditech that I will be represented by XXXX, which is a housing program. Both the counselor and I spoke with a supervisor who informed us to send written notification of what action I will be taking to settle this debt. I also informed Ditech that I was no longer living in the home because I was told by one of the representatives if I was not able to catch up my payments and surrendering the property was In my favor I had 30 days to vacate the premises. I initially put in a written correspondence on XX/XX/XXXX and faxed it to Ditech requesting a settlement offer to Ditech which is the borrower in question. In my settlement letter I agreed to allow a third party to enter into the home to appraise the home only with myself being present. XXXX XXXX XXXX entered into the property by breaking all secured locks and triggering off the alarm system. I later informed Ditech that my rights were violated and I will be pursuing legal representation. I have made attempts to personally contact Ditech in which my calls have not been answered. I have either been transferred to a voicemail or bounced around the system. I returned back to XXXX for further guidance. The counselor at XXXX and I have made several attempts to contact Ditech in which our calls were not taken. On XX/XX/XXXX, it was suggested by the counselor that I submit a letter requesting Ditech to respond to my initial letter. The letter was typed and faxed to Ditech. I have received a letter post marked XX/XX/XXXX informing me to give Ditech 30 days to respond to my written request. Ditech has not since contacted me in reference to the initial settle request. I have made efforts to contact Ditech to resolve this matter and still my calls are unanswered. I have a future appointment with XXXX. I can forward all correspondence that I have submitted to the borrower making attempts to clear all debts. However, I have made ongoing efforts to contact Ditech personally by phone or fax. I have been informed by XXXX to contact the consumer finance protection bureau ( CFPB ).  I have not been able to make payments due to family hardship. Since my initial letter Ditech has been reporting to all credit bureaus. Follow the link belowhttps : //www.consumerfinance.gov/complaint/. My last option will be to surrender the property. 
Sincerely, XXXX XXXX

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