Consumer complaint received 2016-09-14 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ditech Financial LLC
State: WA

Complaint narrative:
WE TOOK OUT A LOAN WITH GREENTREE ON OUR MANUFACTURED HOME AND LAND FOR DEBTS AND MEDICAL BIILLS.WHILE DOING THE PAPER WORK, SIGNING AND FINISHING THE LOAN I GOT A CALL MY GRANDSON WHO WAS XXXX WAS BEING RUSHED TO THE HOSPITAL XXXX..I OF COURSE HAD TO LEAVE..THEY SAID JUST SIGN THE PAPERS AND WE WILL FINISH THIS UP FOR YOU..SO FOOLISHLY I DID. WE WENT FROM A 6 % XXXX PAAYMENT TO A {$1500.00} 10.96 % MORTGAGE..BUT WE WERE IN TROUBLE. WELL GREENTREE DID NOT PAY OFF THE BILLS AS WE HAD AGREED.THEY MADE PAYMENTS ON THEM AND PAID OFF XXXX NOW WE HAD ALL THE REFGULAR PAYMENTS THAT SHOULD HAVE BEEN GONE AND A NEW EXPENSIVE MORGAGE.WE COULD NOT PAY SO THEY RAN US A {$10000.00} LATE FEE BILL WITH INTREST WHICH IS HANGING OVER OUR HEADS SO IN THE 6 TIMES WE HAVE TRIED TO REFI THIS PLACE THE NEW BANK GETSA A FAULTS PASS OFF.LIKE LAST YR THEY SAID PAY OFF WAAS {$140.00}, XXXX EVERYTHING WAS DONE WE PAID FOR APPRASIAL AND A BUNCH OF FEES AGAIN ... THEN THEYTOSSED OUT THIS {$10000.00} ADD ON SO WE COULD NOT GET ACCEPTED FOR A REFI. NO MATTER WHAT WE DO OUR BALANCE THERE GOES BK TO THE ORIGINAL {$170000.00} WE STQRTED WITH. WE PAY OVER {$17000.00} A YEAR IN INTREST ON THIS LOAN AND OUR PAY OFF FOR ALL OF IT IS STILL {$170000.00} EVERYONE WE HAVE WORKIED WITH IS SHUT OFF BY GREENTREE.WECANT GET ANYTHING DONE. ANOTHER THING WE HAVE NEVER EVER GOTTEN A COPY OF OUR SIGNED AGREEMENT OR COPY OF OUR MORTGAGE PAPERS THEY REFUSE TO SEND THEM TO US.OUR PAYMENTS ARE {$1500.00} A MONTH BUT I ALWAYS PAY EXTRA.WE WERE HOPING YOU COULD GET THEM TO SEND US A COPY OF OUR MORTGAGE PAPERS? 
WE ALSO TRIED TO GET OUR DUE DATE CHANGED ON THE LOAN FOR 3 YEARS ( IN THE BEGINNING ) WHEN WE COULDNT PAY AND THEY WOULDNT DO IT FINALLY SOME GUY IN AZ I GOT THE NUMBER FROM A GAL THERE AT GREENTREE CHANGED OUR DUE DATE SO WE COULD MEET THE PAYMENT EASIER BUT THEY CHARGED US FRO THE CHANG AND THE FEES AND INTREST ARE UNBELEIVABLE. WE WERE GOING TO TRY AGAIN THIS YEAR TO REFI WITH A CREDIT UNION BUT GREENTREE WILL NOT GIVE THE INFORMATION WE NEED TO THEM.THEY SAY WE OWE AN EARLY PAYOFF PENALTY OF {$10000.00} BUT ON MY PAPERWORK I GET " NOW '' SAYS NO EARLYPAYOFF PENALTY. JUST THIS HUGE LATE FEE ETC THING THEY TACKED ON.WE ARE REALLY HAVING A PROBLEM WITH THEM AND HAVE TRIED EVERY WAY POSSIBLE TO REFI AND CANT GET AWAY FROM THEM. IF WE HAD OUR ORIGINAL PAPERS PERHAPS IT WOULD HELP AND IF WE COULD GET SOMETHING SHOWING ALL OUR PAYMENTS FROM THE GET GO WE COULD GET SOME HELP HERE.I AM ENCLOSING A STATEMENT SO YOU CAN SEE THE XTRA MONEY THEY HAVE ON HERE. I KNOW YOU PROBABLLY CANT HELP US BUT IF YOU COULD GET US SENT THE PAPERS THAT WOULD BE A GREAT HELP. WE ARE OLD AND IF XXXX OF US DIES WE CANT MAKE THE PAMENT AND WILL LOSE OUR HOUSE.THEY KNOW THAT AND WE ARE SO SCARED.THE LADY I HAVE WORKED WITH THE MOST THERE NAME IS XXXX SHE IS AWESOME SHE HAS TRIED TO HELP US SO MUCH BUT SHE CANT GET US THE PAPER WORK EITHER.WE HAVE NEVER HAD THE APPRISAL FROM THE ORIGINAL LOAN OR ANY PAPERS FROM GREENTREE SINCE THE LOAN CONCEPTION. THERE IS SO MUCH MORE I COULD TELL YOU AND SO MUCH MORE MONEY THEY HAVE TAKEN FROM US BUT I KNOW YOU HAVE ALOT OF WORK TO DO WITH THEM SO I HOPE THIS CHECK ISNT THE END FOR US.

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