Consumer complaint received 2018-08-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Ditech Financial LLC
State: CA

Complaint narrative:
In XX/XX/2017 we were approved for a trial modification. Then trial period was to begin in XX/XX/2017. We agreed to the terms and thought our prayers had been answered and our nightmare was over! We called Ditech to make our first payment on XX/XX/2017. We spoke to representative " XXXX ''. Please let me mkae myself very clear. We called on XX/XX/XXXX to make our first trial payment. With that said, the representative confirmed all of our information to verify our account and then asked how he could help us. We told him we were calling to make our first trial payment. He said, " let me see whats going on with you're account. '' After he took a quick glance at our account he replied, " I see there is a shortage in the escrow account in the amount of {$3100.00}. '' He continued, " how would you like to take care of this shortage? '' We were confused and we didn't understand where he was going. He explained that we would need to bring the escrow account current before we could make the first trial payment. We froze!!! We could not believe what we were hearing. We did not have another 3 thousand plus dollars, PERIOD.He told us that the escrow and trialv payment both needed to be paid by the end of XX/XX/XXXX. The payments would have to record in XX/XX/XXXX to count. We asked the question, What if we cant make the payments? He said, " then you will need to resubmit another modification package and it would be due by XX/XX/2017. We hung up the phone and could not believe what had just happened. XX/XX/2017 we submitted once again another modification package along with an attached " attachment statement '' explaining what had happened and why our trial payment was not made. I called Ditech and they confirmed they had a complete package and we waited. We knew that this wasn't going to be a good thing for us. We waited for an answer and waited until finally this XX/XX/XXXX a gentleman posted papers on our home for foreclosure. We called Ditech immediately and asked about our status with the modification, the rep could not answer our question. We explained what had happened she told us we were given wrong info that the escrow account did not have to be brought current. We could not believe what was going on. Yes, we know this all falls on us. But we wanted to make that trial payment.secondly what happened to the mod package we submitted in XX/XX/XXXX? There was never an explanation given to us.The rep put us on hold came back and told us to submit yet again another mod package. We asked to speak to a manager. The manager got onto phone and told us to just send in our last two pay stubs the most recent ones. We asked her what was going on and she put us off with submit our pay stubs. She said she would send the paperwork that day. She made it sound like all we had to do was issue last two pay stubs and her exact words were they'd ( loss mitigation ) would figure something out. The paperwork came and I just noticed last night that they used the paperwork to answer in regards to our mod in XX/XX/2017 or at least thats what I got from it. we submitted again our paystubs and we waited. We couldn't wait so we had to file chapter XXXX. We cant afford the payment and they have new sale date. We can afford our house payment. There reasons for denial dont fall under fannie mae rules. its a mess and they wont listen to us. We are never able to speak to our rep. We need someone to listen to us. We are running our of time. we dont want anything given to us restructure the loan, something. We've lived here for almost 20 years. My husband lost his job after 17 years its been a nightnmare. Hes working now and we want to pay. Please can you help us can you make them listen we are human beings and we are trying to fix this. please we would appreciate anything you could do. They arent going off the truth.

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