Consumer complaint received 2018-02-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Ditech Financial LLC
State: TX

Complaint narrative:
In XX/XX/XXXX I was sent notification that XXXX XXXX, which had purchased my mortgage from XXXX XXXX 5 years prior had sold my mortgage note to Ditech Financial. For over 12 years I have paid my bill by automatic payment directly from my bank account. However, the new company said my bill was due on the first and they ( the customer service agents from the XXXX ) would only allow a 14 day grace period. I couldnt set up the payments for the XXXX because they wouldnt over extend themselves. I continued for close to 10 monthes making the payments online on the XXXX of every month without any late fee being assessed to my account. Then on the XXXX month I began receiving daily phone calls to pay, everyday until I either answered and made a promise to pay on the XXXX or the payment was made. The following month on the XXXX the calls would start again. I finally answered one call for the second attempt to set up payment with a supervisor on the XXXX of every month, I explained that as a XXXX  I get payed on the XXXX and have been billed on the XXXX for over 10 years without issue. The supervisor suggested I pay double in order to get one month ahead and when I told him I didnt have that kind of disposable income he suggested that on the XXXX of every month I loggin to make a promise to pay online since the company Ditech would not accept any " late payments ''. The issue was seemedly resolved with a fix that was bothersome but not impossible, however I was put off with the new collection practices of the new servicing company. Finally this month, the XX/XX/XXXX I went online like I have been for a little over a year now only to find that I was assessed accelerated interest and late fees for the surpassing the 14 day grace period for payments. When I called to speak with a supervisor the company representative said that I should have been charged the late fee for the monthes past and that it was a company oversite and that the " original note '' signed in XXXX said payment would be made on the XXXX of every month and that I needed to comply with the original note. I told him my mortgage broker assured me that all payments would be deducted on the XXXX without issuee. I told him that XXXX and XXXX collected ALL payments on the XXXX. The supervisor was short with me and irrate and only after I said I was recording the phone call did they offer to remove the one and only late fee this once and suggest I contact the servicer of my mortgage XXXX XXXX. I was surprised to hear that this is the Financial Institution and not Ditech I mean XXXX XXXX no I mean XXXX who I have my original Mortgage contract with servicing my mortgage, Im so confused! They didn't provide me with any contact or further information for resolve but only suggested I XXXX it after he made comments that it would be " useless to request a change of date ''. They said I had less than one week to contact XXXX XXXX about my issue because they would need to collect payment for the month of XX/XX/XXXX on the XXXX or I would be issued a late fee 10 fold for all the monthes I was never charged one by mistake. They threatened to compile all the late fees and if need be proceed with penalties if I couldnt keep up with the date of the XXXX. 
Ditech financial is currently servicing my mortgage and I am having issues with their collection practices amongst many other things. I want to know if I have a choice on who is servicing my mortgage or the due date that seems to change with the change of financial institutions.

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