Consumer complaint received 2018-11-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Ditech Financial LLC
State: GA

Complaint narrative:
I called our mortgage company, Ditech, originally to discuss closing paying off our mortgage loan. The representative, XXXX, gave me information on what to do to close the mortgage. At the time he stated that our payoff amount was {$3600.00}. He stated that payments had been made XXXX for {$350.00} and {$360.00}. On XX/XX/XXXX we had paid {$300.00}. We discussed that there were payments being sent from our bill pay during XXXX for {$2000.00} and $ XXXX.if you take {$3600.00} and subtract {$2500.00} you get {$1100.00}. 
In total, I believe I have called Ditech 9 times because their representatives answers were conflicting and at times made no sense. I had discussed with Ditech representatives our intentions of paying off the loan. We made several payments in XXXX. Apparently, instead of putting the payments towards our payoff balance, they put our payments into a funds suspense count without our knowledge or consent. I found this out during one of the conversations with the representatives I spoke with. I had to ask what a funds in suspense was an the answer made no sense to me. They said that it was an account that they place extra funds in like a bank account. Since I verbally stated many times that we were paying off the account, it made no sense. They would tell me that the notes never indicated anything. 

Twice I called and had two representatives tell me that they would have my account closed within 30 days. After the first call, I waited and then called back to check on the account and the next call I made, the representative stated that the account had not been put in to be closed but that she would take it out f our Funds Suspended Account. She promised me that the account would be closed.

I finally called and asked to speak with a manager in XXXX. The representative still wanted to help me and I tried to get the call transferred. It took awhile to get the call transferred to a " manager '' named XXXX. She put me on hold and reviewed the notes. She told me that all the notes were vague and that she would have to pull the tapes and call me back. She would not give me a last name but gave me the number # XXXX. 

On XX/XX/XXXX, I called We received documentation from Ditech stating that our payoff principal balance would be {$2400.00} but on the next page that our escrow was {$1800.00}. It was dated XX/XX/2018. I called Ditech on that day ( XX/XX/18 ) and spoke with XXXX. I asked XXXX regarding the amounts that were in our mortgage account. I that time, I was quoted the following amounts : Principal Balance : {$2.00}, XXXX Escrow : {$1800.00} Funds in Suspense : {$1700.00} XXXX told me that Ditech could not use our funds in suspense to pay off our last payment which was estimated at {$710.00}. I was told at this time that I needed to write a letter requesting us to use our escrow funds to pay this payment. He told me to include our name, address and account number and fax it to him and XXXX. He let me know that I should have been told by the other representatives that I needed to write a letter. I asked him about disputing funds for paying all the interest since paying all our mortgage and Ditech putting the money and not using it as requested. XXXX told me to hold off until the account was closed to try and dispute this because otherwise it would keep the house from being closed. 

We received an escrow funds reimbursement check in XXXX for {$1100.00}. The statement date was written XX/XX/2018. Later, I got to looking at the statement and it appeared as if it were showing that some of the money for our last payment was supposed to go into escrow and that did not make sense. 

I called Ditech on XX/XX/2018. I waited 30 minutes to talk to someone about our escrow. When questioned about Ditech taking Escrow funds out of our escrow, he told me that our payment came out of the Funds in Suspense Account, the same account that the previous representatives told me that I could not use to pay off our account. 
The gentleman sent me an e-mail with the breakdown of funds, however the print was so small it was illegible. He finally sent me two other forms of our payout history.

When I looked at the breakdown of what he sent us, I noticed what looked like extensive money coming out of our account- 3 transactions in two days. It appears to show that the following transactions came out on XX/XX/2018 : Principle paid : {$480.00} and {$480.00} ; Interest paid : {$14.00} and {$12.00} ; Escrow paid : {$210.00} and {$200.00}. I also noted that on XX/XX/2018 one of the payments they took out was a payment for XX/XX/2018- that would be after the loan was closed. 
On XX/XX/2018 a payment appears to be taken out for the following amounts : Principal Balance {$3400.00} ; Interest {$3.00} and Escrow {$260.00}. I questioned him about these transactions and he assured me that they were all correct. I also questioned him about taking a XX/XX/2018 payment on the closing date of our mortgage ( XX/XX/18 ) and he assured me it was legal and I questioned him how it was legal. He finally said, " hello '' and I responded with " please don't do this to me '' and then he quickly said " hello, hello, hello. Due to no response, I have to terminate this call ''.

Company response to consumer: Closed with explanation