Consumer complaint received 2015-08-12 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ditech Financial LLC
State: MI

Complaint narrative:
This is the XXXX complaint I 've filed with CFPB against Greentree Servicing LLC over the servicing of my mortgage. The previous case numbers are XXXX and XXXX. In summary, it has been a nightmare dealing with this company since my mortgage was assigned to them following the bankruptcy of XXXX. Below I will identify highlights of the significant issues I have been dealing with relative to their improper charges, accounting practices, collection actions and excessive rude behavior. The current issue I am working with them is the fact they have assigned me flood insurance and nonrefundable fees despite the evidence I have provided them the home is not in a flood zone. While researching how to respond to this latest issue, I became aware of the $ XXXX judgment against Green Tree and the fact that $ XXXX was set aside to compensate customers for the exact behavior they have been providing for the servicing of my loan. When I questioned Green Tree why I was not provided compensation for this behavior, they stated that the CFPB made the decisions on which customers were due compensation. Is that true? 
Below is a summary of the issues I have been dealing with since Green Tree began servicing my mortgage : - Soon after taking over my loans, their harassing calls began. I have NEVER been 30 days late on this mortgage since inception in XX/XX/XXXX. Their calls became so harassing that I filed a formal " Cease and Desist Letter '' as they were calling my work cell phone. 
- Even with the Cease and Desist letter, the harassing calls continued for several years, although much less frequently- In the XX/XX/XXXX, I was being rudely treated by a CSR and asked to speak to a Supervisor. The supervisor was even ruder and actually screamed at me " Pay your XXXX mortgage! '' and then terminated the phone call. Based upon this, I called and made multiple complaints and essentially begged Green Tree Management to review this phone log. 
- Many times upon calling in I would be asked to provide my phone number, which I refused to do as they were often violating the Cease and Desist letter. I agreed to any other verification method, but when I refused to provide a phone number they would tell me that they could not continue the call and process my mortgage payment. 
- My bills are consistently wrong and have been so for years. I pay late EVERY month, but ALWAYS pay the late fee. The bills show the late fees as unpaid and an equivalent amount sitting in unapplied principal. I 've asked for this to be corrected for years without resolution. 
- When paying late in the month, I would always be charged the convenience fee but without any notification. Sometimes, they would require that I pay the following months ' bill as well or they would refuse to take the current month payment. 
- The have invoked mandatory flood insurance on me along with non refundable fees. I disagree with this insurance and provided proof the home is not in a flood zone. 
There are more issues I could relate. If CFPB still has internal access, I ask you to review random calls from me to Green Tree and listen to how I was treated. I also ask for the accounting of my bills to be reviewed. As a reminder, I always paid late but was never 30 days late. Finally, I have years of issues with this company involving improper charges, harassing treatment and mis-management of my mortgage servicing. How could I possibly not be one of the customer determined to be due some compensation for their inappropriate behavior and business practices?

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