Consumer complaint received 2019-05-03 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Closing on a mortgage — 
Company: Ditech Financial LLC
State: TX

Complaint narrative:
I am currently with this Mortgage company Ditech and I called for the first time since I have had my loan with the company to see about a hardship and the representative informed me that they don't have a hardship program and they highly recommended me to do a consolidated refinance loan around XXXX, eventually I went with it and The rep stated that I was approved and promise to pay off several of my main debts and even gave me the rate of my future payments for the loan, I was elated. Every day after that I was emailed with documents I needed to provide and was given a specific time, I obliged and then I was sent an email that I was conditionally approved on XX/XX/2019 XXXX XXXX cst via email by Mr. XXXX XXXX, then I was asked to contact my creditors for pay off quotes, I did that and then the closing company reached out to me to send a date on when it was good for me to close I had to check with my husband because he was working out of town and he had to rearrange his time for the date of the closing, I was giving so many task and I did everything that was asked of me and when I question why I could never get in touch with the MrXXXX XXXX who was handling my refinance and I reached out to a manager on XX/XX/2019 XXXX cst for the one question that I had, shortly after the Mrs. XXXX responded and assured me that I was approved Mr. XXXX just needed to go in to do some touch up on my file. After speaking with her I was under the impression that we were pretty much finished. Than later about a week or so I received a call from Mr. XXXX late and out the clear he stated that all of sudden something went wrong with my approval and their system kept returning my refinance paper as not qualified and then he contradicted himself and said that I was approved but not for the amount that he originally told me but for a lesser amount and I would have to come to the closing for a large amount and he knew I could not afford that. I asked him how could the system change over night and now I can't close, he said I'm going to be honest with you there are too many hands in the pot for your refinance and it wont cover what you will need to close, then he said that he thought my appraisal for my house was going to come in for way more than it did, so he miss quoted me. I did everything I was suppose to do but got the boot because I had a question or Mr. XXXX misinformed me of my loan. I reached out to the manager that was given to me by the him by the name of XXXX and explained my situation and she promised she would look into it and I would hear back from her, I got a call from Mr. XXXX stating that Mrs. XXXX had some issues with her kids being under the weather and she would get back with me and they were still working on my loan trying to fix it. I never heard back from her, I called back and reached out to another manager and he promised that he would look into it and then I received a call from Mrs. XXXX saying she thought that she sent me an email stating her finding, to add insult to their unprofessional behavior I received all of what she informed me was not correct. As I was waiting on a respond I get a random email saying that I was not approved, and was told by Mr. XXXX to ignore that email. I researched on the Mortgage companies site about a loan to value type of loan and it clearly stated what I was initially told that I was approved for 80 percent and after bringing it to their attention they said that their systems automatically computes the approval amount and mine came out to 65 percent and it will cost to much to refinance for me. I have save all the emails to back up my complaint. So not only did they do a hard pull on my credit but they also sent me through hoops and mislead me to believe I had been approved. And mysteriously the system changed over night because I ask a question.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation