Consumer complaint received 2015-06-25 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: Ditech Financial LLC
State: CA

Complaint narrative:
XXXX XXXX XXXX, I received notice from Green Tree that they had been assigned my existing loan. 
I called them before my first payment was due to let them know I am on Social Security and my pay date is the XXXX. XXXX of every month. Occasionally I have to make my mortgage payment after the grace period and when I do I include the late fee. 
I always pay by check and when my XXXX XXXX check had not cleared my bank by the XXXX, I called Green Tree and spoke to representative. She was very argumentative and told me I need to sign up with their automatic payments which I declined. Next she tried to insist that I use their XXXX or XXXX XXXX to make my payments from now on and I must pay an additional charge of {$12.00} every month to use this service. When I declined that too, she got angry with me and raising her voice so I hung up. I went to my credit union and stopped payment on the lost check and issue another. 
Starting the next month, XXXX XXXX and every month after that I was hounded by Green Tree! 
For the next XXXX months, soon after the XXXX of every month, the calls from Green Tree started up again. I received XXXX-XXXX phone calls every single day starting at XXXX until XXXX. At first I 'd answered to find out why they were calling. They hounded me for information about why I had not sent my payment to them. It did n't matter what I said at that point, they were so nasty to me. I had to stop answering my own phone but they started using cell numbers to get through which made me quit answering my phone altogether. The calls continued each month until they received my checks. All that year I was reluctant to answer my home phone until I heard who was on the other end of the line. When I had guests, I 'd unplug all my phones. 
XXXX XXXX, I completed a LOAN MODIFICATION with my XXXX mortgage and I called and asked Green Tree if they would consider doing on a modification my XXXX. I was told they do not do modifications at all. 
In XXXX XXXX, the calls were still coming so I decided to use their website to ask what the " Unapplied Amounts/Funds '' category, which appears on my statement, is for? The only response to my question was an email to say they received my email. I never used the website again. 
I still needed to know where my money was going so I called a few days later after receiving the non-response email and spoke to my representative. I told her about the email I sent and asked her about the unapplied funds? I really did not get an answer but instead she told me I had to pay {$26.00} to go to late fees. At first she was going to charge me another {$12.00} processing fee but she checked with her supervisor who waived the fee. I insisted on her mailing me a receipt, thinking it would have an explanation on the receipt of what the {$26.00} was but there was no explanation plus it is unsigned. The receipt only has the date of transaction and amount. This is still unexplained but I did pay it. 
On my XXXX XXXX Statement I have {$42.00} in my, " Unapplied Amount '' and I have no idea why it sits there for months and where it goes from there or why I need to pay to move it. 
Dealing with Green Tree has been one of the most degrading forms of abuse. I feel I 'm being punished for being a homeowner. The treatment I received from this company has been totally and completely unprofessional. All the embarrassing phone calls I 've had to put up with in my own home are outrageous! I feel I was treated like a criminal when I did nothing to deserve that! I am asked to pay for non-existent fees and when I pay a late fee, it sits in a bogus account called unapplied amounts even though I 've written " late fees '' both on my check and on the remittance portion of the statement.

Company response to consumer: Closed with explanation