Consumer complaint received 2017-08-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Ditech Financial LLC
State: GA

Complaint narrative:
I 've reported this company a dozen times for 80 different problems they 've caused with my mortgage. Let me preface this by stating that I understand the CFPB does n't care and will not end up helping me. One of the problems I reported was the unlawful conversion of payments that I made and that 's the most egregious thing any company can do. The CFPB did absolutely nothing. The CFPB does n't even care that this company has intentionally lied and misrepresented facts to the CFPB itself, so I know my issue is of no consequence. But this particular issue is related to the last issue I reported when they negligently ( my opinion is that their actions are really intentional, but I 'll say negligently for the sake of simplicity ) handled a request for 'assistance ' by failing to communicate to me that they felt they needed additional information ( they did n't ; I had provided every single piece of information and documentation they requested in the application instructions ). They subsequently used that 'additional information ' as an excuse to deny the assistance. Let me further point out that I am not behind in my payments ; my mortgage company has used their own negligence as a reason to assess servicing abuses against my account so it appears to be in arrears. In reality I believe I have made every payment in full and on time and have provided proof to the mortgage company of that several times. Again, I am using the term 'negligence ' for simplicity ; my opinion is really that they intentionally make these 'mistakes ' then refuse to fix them so that they can charge their customers additional fees that are not actually owed. Subsequent to my last complaint ( that was never resolved ) my mortgage company offered me a modification to my loan unrelated to the application they botched. Although that offer required me to take the hit for over {$10000.00} plus approximately 9 years of compounded interest to compensate them for their incompetence ( I believe intentional acts designed to bilk me out of as much money as possible ), I accepted that offer and returned my signed and notarized acceptance by the required deadline, sometime around the beginning of XXXX. I accepted the offer in an attempt to mitigate my losses and preserve the hundreds of thousands of dollars I have already sunk into home. It was by no means a settlement or an agreement that they did not owe me or did not have to compensate me for the severe and prolonged injury and damage they have caused me over the last nine ( 9 ) years. I immediately began making payments under the newly refinanced terms ; those began on XXXX XXXX, as required by the documentation. I have now made eight ( 8 ) payments on the newly refinanced loan. I have never begun to receive new statements based on that refinance. After the second or third payment I began to get concerned ; I know how they are ; negligent, at best, but my opinion is that they intentionally lie to their customers and mess with their customers to steal money. So I made a note on the statement I sent in with my payment that this was NOT my loan, that it had been refinanced as of XXXX and they needed to get me a proper statement. A couple of months later I received a letter dated XXXX XXXX, 2017 indicating that they had not accepted my paperwork as I had made a statement in it to indicate that no PMI would be charged. I did make such a note. As I stated before, I know how devious they are. There was no PMI included in the monthly payment amount they quoted in the agreements so I was not going to agree to a payment amount that would increase as soon as I was contractually bound. PMI is something that I would expect to be told of prior to any agreement, so this really should not be a big deal. I will state that I have been burned by this company with regard to PMI. They have been raping me for the entire length of my loan with exorbitant amounts of PMI that are not required. However, because they immediately messed up my account and subsequently refused to fix the problems they caused, it appears that my payments are in arrears and they used that as an excuse to refuse to stop the PMI payments. I will not allow them to cheat me in this way any further. At this point, I do n't feel they have the right to deny that my loan was modified. This is crazy. This company has never properly communicated with me. They especially refuse to communicate with me about their mistakes but they apparently are n't able to communicate about daily business items, either. This modification is exactly the same issue I had with them on my last complaint ; they did n't communicate with me. That is the issue with every problem they have ever caused. They refused to communicate about anything so that they do n't have to deal with the problems they cause in their customer 's accounts. If they do n't have a form letter they can send, they just do n't communicate at all. Even when they send a form letter, it does n't really communicate anything or resolve any issues ; it just allows them to check a regulatory box so they feel like they are n't lying when the say they have dealt with their customer issues. I now have to spend hours and hours of my time dealing with this issue that they have caused. It will probably never be resolved and account is now even more screwed up than it was before, which to me is absolutely inconceivable, because it was messed up beyond comprehension before. I will reiterate that I know the CFPB does n't care. Stealing money from customers is apparently ok with the CFPB so this issue will certainly be nothing to you, either. However, I am still at risk of losing my house even though I have never missed a payment or made a payment late and I know that they will not attend to this issue caused on my account or any other issue from the life of the loan. I understand this is falling on totally deaf ears but, PLEASE, FOR THE LOVE OF XXXX, HELP ME!!! This company should not be allowed to do business with consumers. They are horrible. Please put them out of business.

Company response to consumer: Closed with explanation