Ditech Financial LLC

2015-05-27

WA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I am required to have flood insurance for my mortgage. Because I have a detached garage, I am required under the XXXX to have separate policies for the house and the garage. The policy on the house renews in XX/XX/XXXX, the policy on the garage renews in XX/XX/XXXX. Each year in XX/XX/XXXX, Green Tree 's system kicks out both policies and sends me a letter saying I do n't have enough insurance. In the past it 's been enough ( though annoying ) for me to fax Green Tree the XXXX declarations, reminding them of the different renewal timelines. This year, I sent the declarations as usual in early XX/XX/XXXX after receiving the first " your coverage is inadequate '' letter. But when I received another, more ominous notice of inadequate coverage in early XX/XX/XXXX, I phoned and spoke to XXXX in Green Tree 's Insurance Division on XXXX XXXX. After doing some poking around while on the phone with me, XXXX told me that they had received the declarations I 'd faxed, but only XXXX policy had been updated in their system. She told me that it was " now fixed '' so that my coverage was adequate ; they would send a letter to that effect, and the outside coverage quote in the " lack of adequate coverage '' letter they sent me would not go into effect. In late XXXX I realized that I had never received the written notice that my coverage was adequate that XXXX had said would be sent. So on XXXX XXXX I called Green Tree again, this time speaking to XXXX in the Insurance Division, who told me that my coverage was sufficient and she would send written confirmation of this. A couple of days later I received a " Notice of Placement of Additional Insurance '' dated XXXX XXXX stating that Green Tree had purchased additional flood coverage for me and I would be charged. The notice also stated that " We will cancel any insurance we buy without charging you any premium, interest, or related charged if you provide evidence of insurance ... no later than thirty ( XXXX ) days from the date on this letter. '' The same day I received a notice dated XXXX XXXX titled " Receipt of Sufficient Flood Insurance '' and stating that " A review of our records indicates that the flood insurance coverage for your property provides the coverage required for your account. '' So it seemed settled. However, XX/XX/XXXX I received my monthly statement for the payment due XXXX XXXX and it showed Transaction Activity on XXXX/XXXX/2015 of {$63.00} with the description " Insurance Advance Disbursement '' and a fee added to my monthly payment of {$7.00}. I called Green Tree once again on XXXX XXXX and spoke to XXXX in the Insurance Division. She could n't explain what the fee was for but said it " appears to be a one-time only charge '' and that I could write a letter requesting a credit. A couple of days later I received a letter dated XXXX XXXX stating " Per your request, this letter is to notify you that we are in receipt of your evidence of required insurance ... '' but only referencing the policy that renews in XX/XX/XXXX. The letter went on " Our records have been updated accordingly. Any insurance charges added to the account will be reversed where applicable. " But I just received my monthly statement for the XXXX XXXX payment and it also shows the {$7.00} fee ( I assume they 're pro-rating the {$63.00} over XXXX months ). I called tonight and spoke to XXXX who said she 'd submit an inquiry to the XXXX XXXX and I should call in XXXX days for an answer, but that she could n't advise me not to include the fee with my payment, which is due before then. This is entirely Green Tree 's error going back to XX/XX/XXXX when they deleted my non-expired policy ( as happens every year ) then taken to a whole new level when they received both current flood policies in XX/XX/XXXX but failed to update my account information ( as admitted to me by XXXX on XXXX XXXX ). It 's been months of hassle, and now a monthly fee which, while small, is completely unjustified.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-05-27

WI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Hello. I received a letter from Green Tree Servicing that my interest rate is being adjusted higher. I have attempted to call them to resolve this situation as I should not have an adjustable interest rate. They have supplied me with documents, but I have not signed them. Green Tree continues to tell me they ca n't access the documents as this mortgage started with XXXX prior mortgage companies.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-27

Oxford, GA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: The lender makes every effort to not credit payment on the date that it is received. The lender charges high fees for making payments and intentionally delays posting payments to create additional late fees. The United States Postal Service confirms that the payment was received on XXXX XXXX but the payment is not posted until XXXX XXXX. The Lenders ' correspondence states that a late fee would only be charged after the XXXX. But a late fee is charged to the account.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-05-27

Elk Grove, CA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-27

AL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Our mortgage was sold to GreenTree from XXXX in XXXX, 2013 and from XXXX, 2013 we have had nothing but problems. First they started calling XXXX times daily. When we would return the call and was transferred through several people they talked to both my husband and I like we were ignorant. When our payments are made they are often held. I have something showing on my statement " unapplied funds '' and " Corporate Advance Balance '' and when I inquired about this I was told it was a government charge. We attempted to get a Hamp or Harp modification and was denied for both of those ; however they did modify our mortgage AT THE SAME INTEREST RATE AND EXTENDED FOR 40 YEARS. At this rate we will never get the mortgage paid off. I have misc. charges like Appraisal-inspection fee that I know nothing about. I have also included a breakdown of my payment history and as you will see there are several speedpay charges. If fact even though it shows some paid in cash I have NEVER sent them cash. We were told the only option we had to pay WAS speedpay. I have been in the mortgage/banking division for almost 20 years and I can not make sense of how they are applying any of my payments. I also would like an exact explanation as to why we were denied the HARP modification. My monthly payment including escrows should be {$800.00} but I have never received a statement showing that account. We I call to question anything I can not get a straight answer, am constantly transferred to another person only to be told that I have no idea what I am talking about. I understood the whole modification process was to help struggling homeowners, not treat them like trash. I have reached out all over social media and have not found XXXX person they have modified who is not have issues with them. I would like to make a payment and have it show amount applied to principal, interest and escrow and not all of these other " '' accounts '' they are putting my money in to.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-27

IL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: GreenTree has a cease notice on file. This as the result of a previous complaint with the CFPB in addition to documented fax over a year ago. I am attaching a copy of a call log from my office. Please be advised that these calls are to my office line. When I asked XXXX to remove the number as we have a cease on the account she declined. Simply stating that she has to have a number on it. Our mortgage is not even 30 days late and I received a call daily along with a message on my main office line for employees to hear. XXXX filed a cease notice and we should not be getting any phone callsCalling my office- main number and leaving voicemail messages.. when there is a cease on the account is unacceptable. What is even more offensive is the fact that there was a voicemail messages for my employees to hear. I saved the voicemail message. Please be advised proof of the calls is attached to this document. The calls from XXXX are from Green Tree.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-27

Discovery Bay, CA

Communication tactics

Debt collection: Mortgage

Called after sent written cease of comm
Complaint: Cease and decisist violation is XXXX issue along with a refusal to consider important aspects of my situation. In mid 2009, when I was still current on my loans, XXXX XXXX and the associated financial problems forced me to request the lender to restructiure my with XXXX Bank. This was a proactive request made in anticipation of future buget problems. There has never been a response to this request for restructuring the loan. In spite of sending the letter by Certified Mail, First Clss mail and FAX, I never received a reply. XXXX months latter I sent a follow up to those lender. I have never received a reply and the home went into foreclosure. Because my XXXX demands that I live in a single story home it had been my intent to move into this home. Now, because of the foreclosure I lost both this property, my credit rating and have been forced to spend more than {$35000.00} in construction costs to make it possible for me to live in my XXXX story home. I ca n't go upstairs and, because of my ruined credit rating it would have been very difficult to get a new mortgage. The XXXX reported that XXXX XXXX XXXX Solutions purchased XXXX XXXX loans for XXXX cents on the dollar. In response to the aggressive regotiations and harassment by XXXX XXXX when attempting to force me to settle, I seved by cerified mail a Cease and Desist Order. Presumably my loan and file were then sold on at another discount to Green Tree Services. Again after negotiating in good faith I had to point out that a cease and desist demand is in my file. They have never provided documentation to show that they actually owned my loan. As a remedy to their refusal to acknowledge the fact that I had been financialy damaged I urged them to have the matter heard by a judge. They refused and XXXX XXXX said 'That would never happen '.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-26

Fairfield, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-26

Niles, MI

Problems when you are unable to pay

Consumer Loan: Installment loan

Company Response: Closed with non-monetary relief

Disputed: Yes Timely Response

2015-05-26

Pueblo, CO

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-26

Campton Hills, IL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-26

Saint Paul, MN

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-26

Sacramento, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I requested a loan modification from Green Tree XXXX GT ), which was processed in 2014. As a result, my interest was lowered, which helped a lot. But for some reason, GT increased my principle on XXXX XXXX, 2014 by XXXX amounts, {$8900.00} and {$1800.00}, a total of {$10000.00} XXXX Attachment XXXX ). I requested an explanation and GT sent some accounting statement which did not make sense to either myself or my modification officer. After numerous calls, GT is not giving any good explanation to those amounts. XXXX explanation I heard was my unpaid mortgage ( I believe I missed three months of {$1600.00} and the other three months were trial payments ( Attachment XXXX ( a, b, c, d ) ). This explanation does not make sense : a ) the amount unpaid is less than half the amount which was added to the principle ; b XXXX part of any mortgage payment is to payoff the principle, why would that also be added to the principle ( instead of reducing it ) ; c XXXX is it even legal to do so? I also had no lapse in property insurance coverage ( Attachment XXXX ).
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-26

Pikeville, NC

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I had a mortgage with XXXX in XX/XX/XXXX they gave my mortgage to a company called greentree servicing. My mortgage was XXXX at the beginning a couple of years ago I lost my job due to closing. So last year I applied for a home modification they sent me some papers stating that they would give me a temporary modification for XXXX year. They drop my payments to XXXX for a year. So this year XX/XX/XXXX that modification was finish. So I got a letter in the mail stating my new payment is XXXX due to the escrow paid my taxes and insurance while I was in this modification for that year. So I looked at the statement they charge me for XXXX years taxes and insurance but I did n't have the modification but for XXXX year. So I question them about this to a lady name XXXX she my representative she told me she did n't know about that I need to asked them. She also stated to me have n't they been paying your taxes and insurance since you been in the home I told her lady I been in my home for 9 to ten years and I always paid my own insurance they never paid it. I told her I can not afford these payment I need a permanent modification. They sent me the papers and when I sent them in they told my they could n't give me a modification because they did n't have the authority because the were just contractors for XXXX mortgage. I ask how can I contact XXXX Mortgage they would not give me the information. Please help me I do not want to loose my home.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-05-26

Oxford, GA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: Green Tree Servicing is a horrible company to deal with for loan servicing. Every time I call in I get a different answer to the same question. In addition, their staff must be trained to speak as though they are superior to the consumer. I was transferred to this company via my mortgage company without my knowledge and against my will. I was originally with XXXX XXXX and they were absolutely fantastic to deal with. No hidden fees and payments could be made online without extra charges. Green Tree offers no such options to the consumer. If you want to make a payment electronically, you have to pay a minimum {$12.00} fee. This is passed off as a convenience fee. Convenient to who? Electronic payments are a favor to them not to me. I have no problem sending them a paper check and making them work for that money. It 's terrible that they treat customers, especially new ones, like they are doing me some sort of favor for servicing my loan. XXXX knows, servicing companies come a dime-a-dozen. Hopefully my complaint to my mortgage company will offer me the opportunity to choose another servicing company. If I have to complain every day to someone to get this account moved then so be it. If anyone has a choice for a servicing company, think twice and do your research before you choose Green Tree.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-26

Quartzsite, AZ

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I sold my home short sale on XX/XX/XXXX. Between XXXX and XX/XX/XXXX I received documents from GreenTree Servicing stating the loan had been paid in full, a satisfaction or release of mortgage, and the consumer note marked " PAID IN FULL ''. I am still, to this day, receiving phone calls from GrrenTree collectors trying to collect. I have even faxed these documents to GreenTree but still the calls continue
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-26

Wallington, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Today at approximately XXXX i called Green Tree to schedule a payment for my mortgage. At such time i spoke to XXXX my account rep. I explained that i was going to be about 34 days late on my mortgage that i will pay it on XXXX/XXXX/15 for the XXXX, 2015 payment. I have done this on XXXX other occasion in the last few months. During the conversation she sees my payment history usually late but like i said only once pass 30 days and i catch up. She tells me to hold on and transferred me to a XXXX or XXXX i could not hear very well. The conversation becomes aggressive immediately demanding that i come up with the money before XXXX XXXX. His tone out of control. I said excuse me did n't your company just settle a suit with such tone, harassment against your clients? He says I 'm not harassing you. I said well guess what are you going to accept my payment for the month of XXXX now for XXXX XXXX? He said no only if you pay XXXX months XXXX and XXXX. I said look i will pay XXXX on XXXX XXXX. XXXX looks as if it will be past due about 35 days. In XXXX i get paid XXXX times that month i should be able not to fall 35 days behind. His tone becomes high demanding again and now even more uncontrollable. Telling me, i just pay rent since i can not keep up with my payments. I told him that i hope this is being recorded bc he is out of control also mentioning that I 'm protected from when i filled for bankruptcy a few years ago that i paid XXXX for this house owe XXXX now and that I have read the contract that i signed under the modification prior to my bankruptcy with them. He keeps on with his tone and anger disrespecting me demanding. That i must pay. I then identify my self as a XXXX and that i do not like his tone. He goes on demanding the payment before XXXX 2015 he adds by saying " pay out or leave your paying rent ''. I said wow i cant believe i hope this is all recorded and before i loose my cool i decided to hang up.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-26

SC

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: XXXX XXXX XXXX gave my loan to Green Tree. I never received notification. Upon my XXXX payment due they said they did not receive it in the mail so I needed to pay it then with a convince fee of {$12.00}. For the next few years we have been bombarded with ugly messages and harassment. It is my understanding starting with XXXX my loan was not properly signed ... the same with XXXX XXXX XXXX ... XXXX XXXX of Greentree is an awful person ... .she has been very rude to us
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-26

Greenwood, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have had a mortgage on the same house for over 25 years. I have never had a late payment. Green Tree is now saying I have had late payments and is trying to assess late fees despite proof to the contrary. I make my payments by phone each month. This past month their phone lines were down and I was unable to reach anyone for 3 days. The calls were cut off when trying to reach a live person. The prior month GT indicated my payment was received a day late despite phone records to prove otherwise. When attempting to make a payment on-line one is allowed only to pay the amount listed despite disputes to the contrary. Their employee 's are rude and incompetent. They have repeatedly lied about information they have received.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-26

Hinsdale, IL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-26

Gr, MI

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-25

Arlington, VA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-25

Foothill Ranch, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: Dear CFPB, We have had intermittent difficulties paying our mortgage for about 5 years because we have been living on XXXX income and our second mortgage is an ARM that adjusts upward every year. We applied for a loan modification with XXXX XXXX XXXX XXXX Greentree in XXXX and again in XXXX. In both years, they had mentioned that we might qualify for a HAMP modification which would help to also modify our second mortgage. In both years they declined us for a HAMP modification saying that our mortgage debt to income ratio needed to be higher than 31 %. Using the numbers we submitted on the loan modification forms, I calculate that our debt to income ratio is 36 % so we should qualify. After the second decline I finally pushed them to explain to me how the ratio would not be greater than 31 % and they said they calculate this based only on the first mortgage payment - they do not include our payment amount for the second mortgage in our monthly mortgage payment. This is inaccurate and deceiving. How can the mortgage company be allowed to calculate our monthly mortgage expense without including both mortgages? And why are they deceiving us by asking us to submit our total expenses and both mortgage amounts when they only plan to use XXXX number in their calculations? Our second mortgage is much higher than our first mortgage so this difference in calculation is huge. We are now facing foreclosure on our second mortgage and they are not able to consider a HAMP modification because our first mortgage did not qualify us for this modification.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-05-25

New Haven, WY

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: We were turned over to XXXX XXXX XXXX in XXXX and were told that before they would service our loan we had to do a new loan, in XXXX XXXX offered us a modification and only reduced our payment by {$100.00} and then told us we were late on paying and then tried to foreclose. We had to pay them over {$10000.00} to keep our home, then in XXXX XXXX dumped us to Green Tree Servicing, they have told us ever since that we have been late on paying when we have not been, they charge a fee every time we pay them. In XXXX I lost my job due to illness and in XXXX of XXXX we had to file Bankruptcy. Green Tree immediately turned nasty, they tried to get the relief of stay lifted and then withdrew the request, after they lied to their attorney and he dropped them. We paid on our mortgage through XXXX of XXXX, since XXXX of XXXX we have put in hardship letters and modification paperwork and Green Tree has repeatedly come back with XXXX excuse after another why it can not be done, to date we have put in over XXXX requests for modification, we even went through the HAMP Resource Center and they stated that since the requests and replies for modification were non-HAMP there was nothing they could do to help. Green Tree has offered XXXX modifications that we can not afford at this time, our only income is my wife 's XXXX, I have applied for Social Security XXXX but have been turned down XXXX. Since then I had to engage an advocate service and now we are waiting for a hearing. In the past week Green Tree has called us and told us we had to pay in order to get a modification approved. We ca n't afford to move because even the rents in our town are as much as our payments. We do not feel that Green Tree is being sincere about helping us, we even got a foreclosure letter from an attorney the same day that we received another modification package from Green Tree. We ca n't sell our home due to the fact that they are still building new homes in our area and no one wants a XXXX year old house. We feel that Green Tree has violated almost all of the conditions of our mortgage agreement, we have requested documentation of who owns our mortgage but to date we have not received XXXX shred of documentation except for a copy of Green Tree 's servicing document from XXXX. Green Tree keeps changing who we need to talk every XXXX months and then we have to start all over again. They are the worst company I have ever come in contact with, they have no knowledge of mortgage issues or how to do anything mortgage related. They keep making demands but do not offer to really help. We hope that you can offer some insight in to what we can do with these people. Thank you.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-25

Liverpool, TX

Settlement process and costs

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response