Consumer complaint received 2016-05-31 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ditech Financial LLC
State: NM

Complaint narrative:
1. On our about XXXX XXXX, I have been asking DiTech to provide me with an account of my payments, since the beginning of my loan, NOT since they took it over. I have yet to receive a response. 
2. XXXX XXXX, I received a letter letting me know that I qualified for my PMI insurance to be cancelled. I called and was told that according to the letter the PMI was cancelled as of XXXX XXXX. The DiTech representative advised me that thirty days from me receiving this letter an audit would be performed and I would receive a refund for the PMI paid from XXXX XXXX to XXXX XXXX. I have yet to receive that audit or refund. I have called and faxed several times and only receive letters letting me know that they received the fax and will get back with me. 
3. On my XXXX XXXX, statement there was a fee titled : Other XXXX. When I called to check on it I spoke with about XXXX people that all told me a different story. Story 1. It was for the insurance. All of XXXX, they took out of my payment enough to pay for insurance in the amount of {$1200.00}. On my insurance renewal I found a new insurance company and my premium was {$940.00}. Obviously, I had overpaid on my insurance by over four hundred dollars. Story 2. It was for my taxes. Taxes do not go up that much in our town. They did not have the proof for that story. Story 3. I was behind on some sort of payment but they could not tell me what it was because their system did not show it. Story 4. The company in charge of distributing the Escrow payments had that information. They could NOT transfer me to them. I had to send a fax to Ditech and advise them of my dispute. NO REPLY to date. Story 5. System error and I would see the credit on my next bill. I have that now and NO CREDIT. 
4. My payment was about XXXX. Since XXXX XXXX, my bank has been making a payment of {$440.00} every two weeks to DiTech. Obviously, I have been over paying my mortgage some {$140.00} dollars each month. Which is support to go to my principle. I am NOT sure that is happening, because each and EVERY time I speak with someone they tell me a different story. When I have spoken to XXXX whom is suppose to be my account manager she has to get off the phone or simply hangs up on me. Therefore, I do not see how I could possibly be late on a payment. XXXX of my statement for XXXX XXXX reflect a LATE FEE of XXXX charged to me for being late XXXX XXXX. According to my calculations I should have about {$700.00} in overpayments. I do not see them being applied to my principal. 
I am desperate for some help. I do not know whom to turn to. DiTech will not respond to a question they simply send me letters letting me know that they are looking into it, however an explanation is NEVER provided. When I call, since I have been waiting for a response for over 5 months, they simply transfer me to different people, whom give me a different answer, or simply hang up on me. 
If you can not assist me would you kindly provide me some ideas as to whom could possibly look at this for me? I appreciate any help you can give me.

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