Consumer complaint received 2019-05-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Ditech Financial LLC
State: PA

Complaint narrative:
In XX/XX/XXXX, My mother, passed away. XXXX, XXXX, I went to City Hall to file the paperwork to become the Executor of her Estate because I was her only child. Going through mail I found statements from the mortgage company, Green Tree Mortgage, stating that she was behind in her payments on the $ XXXX loan that she had taken against the house that was already paid for. She tool out the loan to get repairs done on the house. I called them to make arrangements on the delinquent payments. The agent said that they needed the death certificate and the estate paperwork to discuss the loan with me. I did send, fax, the necessary documents needed to so that I could assume responsibility on this loan. I did make payments XXXX and XXXX, XXXX towards the billing. The payments were accepted. I called several times, XXXX - XXXX to see what I needed to do to assume the mortgage in my name. During the several attempts to get this done I would get a different agent and they would look up the account and say that they did not have the death certificate or the estate paperwork. I am not sure if it was lost because of the loan being transferred to Ditech Mortgage. I went through the process on several occasions of getting the documents to the company so that I can get a resolution. I would give the agent the fax number that I sent the information along with the information that I had from the receipt that I had from the fax confirmation sheets. In XXXX, I received a notice to contact the City of XXXX because the house was now in foreclosure. I attended the court date and was assigned to a housing counselor. I went through the necessary finance classes and completed them and worked with the housing counselor with a financial packet to the mortgage company. I also was able to change the deed to the house in my name with the assistance of Community Legal Services in XXXX. During XXXX, we submitted Act 91 and I was denied. We sent several completed packages getting responses back as we need updated banks statements or other documents that were submitted with the assistance of the housing counselor. I never received a response from them regarding the modification on the loan. In XXXX, I received another letter from the City of XXXX about the property again. I went through going to the necessary classes again with the assistance of the housing counselor. We submitted a completed application and financial packet for the modification. The letters from the mortgage company were addressed to my deceased mother asking for her income and her information. I was the one submitting the information in my name with my documents. We addressed this issue with the mortgage company 's attorneys. I received a denial letter stating that my income wasn't sufficient so we submitted a new application adding my son 's income since he is living with me while going to XXXX College. I received a letter XXXX, XXXX saying the my income is sufficient but I am not eligible for the modification. This has been an ongoing stressful process. I want to assume the payments so that I can keep my home and pay the loan off.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation