Consumer complaint received 2016-02-29 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ditech Financial LLC
State: OH

Complaint narrative:
I have an existing loan with Ditech a XXXX XXXX, XX/XX/XXXX, I was in a financial bind and had to do a home modification, this process took almost 4 months to complete. Finally it was done and I was guarenteed to be paying a certain amount every month for my PITI. I spoke to a supervisor, XXXX possibly. All the calls were said to be recorded, This was a total of XXXX. I have tried to find out how to fix the issue I am having, my monthly payment went up XXXX $ from the amount I was told. I contacted them several times, on a recorded line as the say, I was told the insurance was not being escrowed correctly and this is why it went up. My Escrow account I do not oversee, this is their responsibiliy. Furthermore, I was paying my Insurance to XXXX up until the modification. A few months after the modification, I was contacted by my insurance company and they told me no one had paid my monthly premiums for the past 2 months. I immediately paid a XXXX $ reinstatement fee to have it on the property. Ditech told me they did not pay the insurance until XXXX XXXX a total of XXXX $ which is for XX/XX/XXXX. XXXX confirmed this, I have a copy of my XXXX from them and I am showing Hazard insurance of XXXX . I am showing Property Taxes of XXXX, which is for half the year, the beginning of the year was also paid but It is not on the statement. I was paying property taxes I am sure of it. They told me the insurance was not paid so why does it show paid through my PITI, I also would like to know where the money went for the taxes that were paid and also the insurance, Is this effecting my monthly payment this year? I am at a loss and can not afford to have an increase in a monthly payment because of their poor ability to manage my escrow account and why would I add 10 years to my loan and agree to pay more than I was before the modification. I was also told I did not have insurance on my home until they paid it in XX/XX/XXXX. What is going on, I need to find a way to resolve this issue, my credit is not strong enough to refinance. There has to be someone who can help, I am being exploited and taking advantage of. I am also paying XXXX PMI, which is a factor of about XXXX, now this is very high and is only happpening becauseI can not get out of the position I am in. 

There area lot of questions I can not fingure out and when I call them I get passed around like a cheese dish at a party, no one seems to know what they are talking about, I contacted XXXX XXXX also and they have customer service reps that could not figure out what was going on. Everyone seems to have a diiffent answer. I have XXXX children, XXXX which live at home. when I asked them about the insurance and if something was to happen during the times I did not have it who would be liable and they told me I would. Why would I not want insurance to protect the biggest investment I have. 
PLEASE HELP Thank you XXXX XXXX

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