Ditech Financial LLC

2019-05-08

Houston, TX

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I closed on my house XX/XX/XXXX. Ditech is my mortgage servicer. As I am a XXXX senior veteran, I chose to defer my property taxes meaning I did not have to pay them until I sold my house. My wife was a co-borrower on the loan. I have sent her death certificate to Ditech 3 times in order to get her name removed. XXXX, XXXX Ditech took it upon themselves to make a tax payment to XXXX XXXX of {$22000.00} despite my telling them many times my taxes were deferred. I even sent in paperwork as they requested to confirm this. When I closed on XX/XX/XXXX, Ditech added this payment to my payoff despite confirming with XXXX XXXX that they had mailed the check. Ditech apparently lost the check and it took over 30 days for them to find it. My realtor called Ditech after we closed and Ditech escalated to see where the check was. They found it and I received a check in 30 days but it was also in my deceased wifes name so could not cash. Per XXXX instructions I sent via certified mail a copy of my wifes death certificate, the check and requested a new check in my name only. Ditech signed for the check on XXXX. On XXXX they could not find the check in their system ( another lost check ). My Realtor got on the phone to assist me as I have been on the phone for hours with Ditech to no avail She uploaded all the documents they requested on XXXX. Told she would be contacted by XXXX ( apparently fake name and extension as extension goes to customer survey not a person ) Uploaded docs went to XXXX XXXX. I would like this money that has been due to me since XXXX. Every time I call I get told it will be 10 business days-it has now been 35 days since I mailed everything and still no check. {$22000.00} is a lot of money for a senior citizen. Please help.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Timely Response

2019-05-08

Bedford, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have been struggling to finalize a loan modification with Ditech for 3 years now. I also filed a claim here XXXX XXXX # XXXX. Ditech has processed 3 modifications that were errored, collected undue late fees, incorrectly reported by interest paid in XXXX and continuously reported our mortgage past due when we have not missed a payment since the modification process. For a period of 3 years, they have harassed us with calls ( even after being asked to stop ) and cause extreme stress and efforts in trying to correct this. Even during the death of my son ( XX/XX/XXXX ) we had to endure the stress of Ditech inappropriately and inaccurately handling our mortgage process. I have spoken to them numerous times with no success. Their most recent action was " selling our mortgage '' to XXXX as delinquent ( 351 days, {$22000.00} ) when they promised they were in the process of final corrections before selling our loan. We have escalated the issue with XXXX but are facing foreclosure on our home of over 20 years. I will attach all previous contacts, complaints, statements and communications with Ditech. Ditech deserves extreme repercussions on handling our account as well as we feel they financially owe us. Currently, we are just trying to save our home and bring it current as well as fix our credit reports. Thanks!
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-05-07

Huntsville, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-07

Bowie, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-07

Coalinga, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XXXX I got an escrow letter from my mortgage lender ( Ditech ), as soon I saw the letter I knew it was not right. My payment was going to be really high and I noticed they didn't credited some payments to my escrow due to a lower hazard insurance and a returned check for {$1600.00}. I called Ditech and fought many times for an escrow analysis. By the end of XXXX nothing had been resolved it despite 4 escrow analysis had been made. on XX/XX/XXXX XXXX I got an escrow analysis which I agreed with the numbers. The new monthly payments was going to be {$920.00}. I saw all adjustments and credits. but the problem continued I asked Ditech to send me an statement with the right amounts which todays date they never did. every time I got my monthly statement come with different numbers. its been a night mare because when I call costumer service they agree with my number but in paper is totally different. I had spoke with many Ditech supervisors but the problem continues. one time they tried to charge me a late penalty. I called them and they avoid it. I am glad that I have a little education that helps me to see and recognize when something its not right but Ditech don't assume its responsibility and fix the problem. now Ditech sold my loan to XXXX. XXXX send me a welcome letter with different monthly payment ( {$1000.00} ). I am worry because Ditech did not fix the problem and transferred me with wrong number. Can you see how the problem continues. when I talk to Ditech supervisors on the phone they say everting is fine but in writing is totally different. I just want to pay what legally I am entire to- no more no less. but I need all these in writing. its been almost a year and the problem persist. I wish I can write all issues Ditched Financial LLC created but my XXXX is limited. Many time they try to force me to pay what they have on the statement. Many time came to my mine that I will lose my house because I will not have the monthly payment to cover it. when a CFPB representative contact me I will submit all evidence I have.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Timely Response

2019-05-07

San Jacinto, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Ditech XXXX XXXX XXXX mailed notice of escrow shortage on XX/XX/2019. The notice was received on the XX/XX/2019. On XX/XX/2019 contact was made with Ditech and a request for the due date was questioned. The letter fail to inform the due date of the shortage prior to automatically adding the shortage payments of {$40.00} to my monthly payment. The letter stated that the monthly payment will also be changed and the date for this falls on XX/XX/2019. How can this be possible? Ditech did not included a final due date on their letter of intent and forces a monopoly control on the mortgagor ( s ). This action to increase and force a higher payment is wrong and does not comply with the Statues of Limitations Enactment Laws. I have requested for full review of Escrow from the date of our account and property assessments from XXXX County Tax Assessor. ( Please request these for me ) I have requested the contract and yet to received my request. ( Please ask for them ) I understand that taxes increase, but Ditech must not increase without notice of a due date payment. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-07

Walnut Shade, MO

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: I reported an issue with Ditech Financial LLC not refunding money they owed me from overpayment of my loan with it was paid off. The original complaint number was XXXX. They owe me {$1200.00}. They responded to the issue after several weeks claiming that they had issued me a refund on XX/XX/19 with the check number being XXXX. Your company closed the original complaint based on them saying they refunded me, which they didn't. I waited for two weeks but the check never came. I contacted them on XX/XX/19. They insisted they mailed me the check on XX/XX/19 which it is obvious this was a lie. I know they have my correct address because I have received several pieces of mail from them since I paid the loan off, just not my refund. I was told by the customer service representative that I spoke to that they could not help me until XX/XX/19, which would be a month and only if I did not receive the check, which I won't, because they never mailed it out to me. There are several similar complaints to your company on Ditech for the exact same issue I am having. Customers are told they mailed them a check and they never receive it, with Ditech claiming it must have been lost in the mail. I am requesting another complaint be opened up on this matter and Ditech be investigated for fraud. This company apparently is taking people 's money and no one, including this company is helping us, the consumer to do anything about it. Ditech has filed two chapter XXXX bankruptcies in the past 11 months and it seems like number three is on the way. I would greatly appreciate your help in getting this matter resolved and this company investigated for fraud.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Timely Response

2019-05-06

Arlington, TN

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with non-monetary relief

Timely Response

2019-05-06

San Jacinto, CA

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-04

Oxnard, CA

Written notification about debt

Debt collection: Mortgage debt

Notification didn't disclose it was an attempt to collect a debt
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-05-04

Arvada, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: *The original amount in dispute is the amount of {$2200.00} for the escrow account as it relates to XXXX XXXX. This original amount was identified in the Annual Escrow Account Disclosure Statement dated XX/XX/XXXX. *On XX/XX/XXXX, Mortgagor also began making the first of 36 scheduled Escrow shortage payments of an additional {$61.00} per month, in addition to the previously scheduled regular monthly mortgage payment, so regular monthly payments were not considered not paid in full and thus held in suspense. *On XX/XX/XXXX, Mortgagor filed a complaint with the Consumer Financial Protection Bureau ( CFPB ) after numerous failed attempts to obtain factual information to explain the shortage. *On XX/XX/XXXX, Ditech answered the CFPB complaint. Mortgagor was unsatisfied with Ditechs answer but failed to reply to CFPB by the deadline. Mortgagor called the legal department at Ditech on XX/XX/XXXX, but was unable to speak to anyone on that day. * On XX/XX/XXXX, Ditech sent Mortgagor an Annual Escrow Account Disclosure Statement stating another Escrow Shortage amount of {$1700.00}. Mortgagor is currently in a 36 month payment plan for the original Escrow Shortage amount of {$2200.00}, which Mortgagor still disputes as owing. *There is approximately a 40 day period whereby Mortgagor requested that Ditech cancel its escrow for property insurance ( letter dated XXXX ) and Ditech thereby agreed ( letter dated XXXX ) ; Mortgagor then requested escrow for property insurance be started again ( letter dated XXXX ) and Ditech thereby agreed ( letter dated XXXX ) ; the original issue remains, however, why the original shortage of {$2200.00} is due and owing, an amount that was noted in the XX/XX/XXXX Annual Escrow Account Disclosure Statement, prior to any of the property insurance issues. Ditech claims it was the property insurance escrow issue on XX/XX/XXXX that caused the shortage. This answer is not satisfactory since the chain of events was subsequent to the original shortage notice date and Ditech has yet to explain the discrepancy. As a Mortgagor, I have been frustrated with not only the accounting of our Escrow Account but also the communication by Ditech and the inability of Ditech to show us evidence of a legitimate debt due and owing. Mortgagor is requesting an accounting of this escrow account and an explanation by Ditech of the original escrow shortage amount of {$2200.00} on XX/XX/XXXX. Mortgagor disputes owing this amount until an accounting and an explanation have been provided.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-03

Columbus, GA

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: My Ditech loan is set up for automatic payments out of my checking account. I received a past due collections letter from Ditech dated XX/XX/XXXX. I checked my secondary checking account that I use for this payment and the XX/XX/XXXX payment had not been deducted from my account. I call Ditech to see what is going on, the agent couldn't locate my account. She was finally able to find some information and told me that my account was given a new number and I should have received a letter stating that I didn't need to do anything and that the payment would come out automatically as usually. I told the agent the payment didn't come out of my account and asked if she could take it over the phone. She said I could not, but advised me to call into the automated system and make a payment. The automated system stated it had received a $ XXXX payment, but that couldn't have been right. I made the payment for $ XXXX and received a confirmation number. However as of XX/XX/XXXX, the payment still has not been deducted from my checking account. Now they are reporting me past due to the credit bureau for {$660.00} payment. Ditech VRU/automated system has a record of my payment, but also says I owe a payment of {$1300.00}. I've called Ditech 10 times asking for help, but they can't help me because they don't see my full information. I've disputed the credit bureau report, but I'm fearful this may cause them to put me in foreclosure. I've never missed one payment with either of my mortgages ( over 18 years ).
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-05-03

Phoenix, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-03

Houston, TX

Closing on a mortgage

Mortgage: Other type of mortgage

Complaint: I am currently with this Mortgage company Ditech and I called for the first time since I have had my loan with the company to see about a hardship and the representative informed me that they don't have a hardship program and they highly recommended me to do a consolidated refinance loan around XXXX, eventually I went with it and The rep stated that I was approved and promise to pay off several of my main debts and even gave me the rate of my future payments for the loan, I was elated. Every day after that I was emailed with documents I needed to provide and was given a specific time, I obliged and then I was sent an email that I was conditionally approved on XX/XX/2019 XXXX XXXX cst via email by Mr. XXXX XXXX, then I was asked to contact my creditors for pay off quotes, I did that and then the closing company reached out to me to send a date on when it was good for me to close I had to check with my husband because he was working out of town and he had to rearrange his time for the date of the closing, I was giving so many task and I did everything that was asked of me and when I question why I could never get in touch with the MrXXXX XXXX who was handling my refinance and I reached out to a manager on XX/XX/2019 XXXX cst for the one question that I had, shortly after the Mrs. XXXX responded and assured me that I was approved Mr. XXXX just needed to go in to do some touch up on my file. After speaking with her I was under the impression that we were pretty much finished. Than later about a week or so I received a call from Mr. XXXX late and out the clear he stated that all of sudden something went wrong with my approval and their system kept returning my refinance paper as not qualified and then he contradicted himself and said that I was approved but not for the amount that he originally told me but for a lesser amount and I would have to come to the closing for a large amount and he knew I could not afford that. I asked him how could the system change over night and now I can't close, he said I'm going to be honest with you there are too many hands in the pot for your refinance and it wont cover what you will need to close, then he said that he thought my appraisal for my house was going to come in for way more than it did, so he miss quoted me. I did everything I was suppose to do but got the boot because I had a question or Mr. XXXX misinformed me of my loan. I reached out to the manager that was given to me by the him by the name of XXXX and explained my situation and she promised she would look into it and I would hear back from her, I got a call from Mr. XXXX stating that Mrs. XXXX had some issues with her kids being under the weather and she would get back with me and they were still working on my loan trying to fix it. I never heard back from her, I called back and reached out to another manager and he promised that he would look into it and then I received a call from Mrs. XXXX saying she thought that she sent me an email stating her finding, to add insult to their unprofessional behavior I received all of what she informed me was not correct. As I was waiting on a respond I get a random email saying that I was not approved, and was told by Mr. XXXX to ignore that email. I researched on the Mortgage companies site about a loan to value type of loan and it clearly stated what I was initially told that I was approved for 80 percent and after bringing it to their attention they said that their systems automatically computes the approval amount and mine came out to 65 percent and it will cost to much to refinance for me. I have save all the emails to back up my complaint. So not only did they do a hard pull on my credit but they also sent me through hoops and mislead me to believe I had been approved. And mysteriously the system changed over night because I ask a question.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-05-03

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2019-05-03

Bellaire, TX

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I have been working with Ditech Mortgage company on doing a short sale of my home due to my hardship and XXXX. I was approved for my first loss mitigation application and when submitting the first contract to ditech they denied the sale contract and did not notify myself nor my realtors title company. We called numerous times through the first process and no one called nor emailed back. Here it is XX/XX/2019 and we have been working on a cash offer for the short sale of my home. Ditech tells me my application for loss mitigation is now out of time and I need to resubmit. Working hard the realtor, title company and myself to get all documents to them via fax, email and an overnight package. Calling Ditech everyday some days twice a day and speaking to different reps every time. We now get my home is set for foreclosure due to lack of information and there is nothing they can do. So I was not called nor emailed for any updates on my chart, nor did they submit anything we were sending to the underwriter. I have contacted the account executive of XXXX XXXX for Ditech and was told someone would contact me today XX/XX/2019. And again I have yet to get a call to complete the cash offer for the short sale of my property. Please help in my situation I am a divorced and now single parent raising XXXX kids and can not believe the mortgage company has done this to me in my situation. I was told to file a bankruptcy and it will slow process so we can get the short sale completed when Ditech told me to release my bankruptcy they would approve me for a short sale because I tried to do a modification and couldnt afford it due to injury on my job and divorce. Again no one called nor gave updates on file packet.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Timely Response

2019-05-02

Flowerfield, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-02

Silver Spring, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I had a house fire last XXXX ( 2018 ). I worked through my insurance company : they determined the amount of money for reconstruction of the house and sent the money directly to Ditech, my mortgage company at the time. When I presented with the contract to sign in XXXX to begin work, the project manager presented me with 2 checks from Ditech amounting to about 50 % of the total they had received. I was surprised, since the second check was due later in the project, but I was eager to get the work started and so signed both as requested. About 3 weeks later, Ditech sent a third check for a little less than one-half of the remaining money. I called Ditech and they told me to hold on to it until the right time, and then cash it. Unfortunately, that time hasnt come yet and the check expired in early XXXX. Ive been contacting Ditech since XXXX, both by phone and after the beginning of the year also their online submission. I havent gotten a satisfactory response. After Ditech transferred my loan to XXXX, I attempted to confirm the transfer of the claim money. Not all the money was transferred. I obtained check amounts by phone from Ditech and did the math. Not only was the amount of the uncashed check not included, but almost {$8000.00} was missing from the amount originally sent by my insurance company. I have sent emails with details, plus certified letters, but again, no response. It hasnt been that long since I sent these most recent queries, but given Ditechs Chapter XXXX status, and the lack of meaningful response since last XXXX, Im not hopeful. My accounting ( an estimate since I haven't been able to get any documentation ) is that Ditech is holding about {$43000.00} that they should have transferred to XXXX.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-05-02

Norwich, CT

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Timely Response

2019-05-02

FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: I live in XXXX, Florida and we were hit by hurricane Irma on XX/XX/XXXX. I had to make a costly evacuation to northern Florida to evade the storm. I suffered significant damage to my property and was unable to work for a month due to the aftermath of the storm. I received an email from my lender, Ditech Financial LLC which I still have, stating that they would be offering assistance to those affected by this storm. Specifically, as well as other kinds of assistance, they offered repayment plans and forbearances for up to 6 months. I immediately contacted them and provided all the paper work they required. They verbally said I was approved for a forbearance and would provide the necessary documents to conclude it. By this time I had not paid my mortgage for 4 months ( XXXX, XXXX, XXXX and XXXX ) for a total for slightly over {$10000.00}. I began to pay my mortgage in XX/XX/XXXX when I was told to do so. I was led to believe that this would be a forbearance but to my dismay it turned out to be a subordinate mortgage funded by FHA. I only realized this when I went to refinance my existing mortgage with Ditech, and they turned me down because of poor performance on my loan. The problem is that Ditech reported my mortgage payments late to FHA which was inaccurate. I can no longer get an FHA loan due to their deception and inaccurate reporting. My credit report shows no delinquent or missed payments to this lender which makes this more frustrating.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with non-monetary relief

Timely Response

2019-05-02

Arvada, CO

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-02

Anaheim, CA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Ref. : Ditech Loan # XXXX, XXXX Loan # : XXXX E-mail : XXXX XX/XX/2019 XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX : I recently had an extremely upsetting and very costly experience with your organization, regarding lost by 60 points on the credit score report. As you know my loaning ( see above Ref. # ) servicing was transferred from DiTech to your company. And within the 60 day time period your company and XXXX reported me 30 days late on loan payments. I made my payment on time to Ditch before you have taken over loan servicing. And DiTech forward monies on XX/XX/XXXX ( per your CSR ) which is not my responsibility to handle. However, CSR, spoke to me that it was my fault. How rude, unprofessional and unknowledge of the requirements in place to say such statement to a customer!. I request compensation from your company, causing a negative effect on credit score and also effect on my interest rate credit cards. Prior XX/XX/2019, I made my mortgage payment as per contract in place. Once I received a report from XXXX, XXXX and XXXX my credit score has been packed with report of late payment. I immediately contact your company, and out of multiple calls made I was told do not be concerned and also letters. XXXX is not permitted to make note of a late payment, or report to credit scoring agencies. However, that is what you exactly did anyway!! Furthermore, out of all contacts I made to your company, only one CSR was professional and respectful to me. All other treated me like a deadbeat person. Where do you get off treating customer in such a poor manner. This XX/XX/XXXX, and still you have not corrected your error. Even though, you reported me late with 60 day grace period and almost immediately after XX/XX/2019. Such a swift action, but you are still not able to be as swift in correcting your error. It is amazing this how your company acts and treats a new customer. In an addition I am sending this complaint to Consumer Financial Protection Bureau for them have record and take further actions on your misdeeds. Please call me at ( XXXX ) XXXX or email that you are confirming receiving this formal complaint of misdeeds. Sincerely XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-02

LA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We were harassed and harmed financially by our servicer and did not receive any restitution from them after they were fined by the CFPB and the FTC for their actions.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2019-05-01

Harsens Is, MI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We had flood damage on XX/XX/2019. A claim was made with our insurance company and a settlement check was sent to Ditech, our mortgage company at the end of XXXX. Ditech has not re-issued the check to us for the damages. We have made numerous calls to them, and, get a different story every time.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-05-01

Lannon, WI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Are holding my funds unlawfully The house sustained pier damage from a boat. Homeowners insurance sent a check for {$25000.00} made out to me & Ditech. Related : Ditech - stealing Mailed endorsed check & required documentation on XX/XX/19, have since found that it is noted as being received on XX/XX/19. Was supposed to receive a check made out to me & contractor in within 3 - 4 days. It is now XX/XX/19 ( over 90 days since they received package ) and the claim is still being " processed ''. Meanwhile the contractor, has finished the work 2months ago. acting in good faith. Lots of inaccurate information & stonewalling from coming from Di Tech, they will not take my calls now. I wait on hold for over 2 hours to only go on hold again. I have talked to the Insurance Dept. and for the last 2 months they say the check is in the " mail ''. They lie about the date they received the checks ( 12 days after they received my package ) stating they hadn't received anything from me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response