Ditech Financial LLC

2015-03-25

Greenwood, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: In XXXX my mortgage loan was transferred to Green Tree lending, after 5+ years of being serviced by XXXX. In XXXX my husband and I contacted a bank to initiate a loan for a remodel of our house. But we found out we needed a reaffirmation agreement from Green Tree ( I went through a bankruptcy in early 2010 and the loan was not reaffirmed because either the Trustee would not approve, or XXXX did not -- -it unclear ). I contacted Green Tree starting on XXXX XXXX and was told after multiple calls that I needed my attorney to contact them ( I am XXXX and still do not understand why this is the case because I can XXXX ) ; However I went along with their request. Further, and prior to being told to have my attorney contact them, I left multiple messages for the customer services person I was told handled my account and was not called back. I completed a third party authorization form and my attorney faxed it. On XXXX XXXX I called Green Tree and was told they needed to check with their bankruptcy division. The bankruptcy division told me that I needed to re-open my bankruptcy before they would even refer it to their bankruptcy attorney for an agreement. However I was also told that they typically only do reaffirmation agreements within 60 days of the bankruptcy. I tried to explain that I was not even a Green Tree customer 5 years ago, but the representative did n't seem to understand. My attorney called on XXXX to verify that if I re-opened my case, they would indeed provide a reaffirmation agreement. She was told that Green Tree 's policy is to not do reaffirmation agreements. She pressed further and was told that Green Tree has a specific law firm that represents them for the geographical area where my house is located. She was given the name and number of the law firm. She called the law firm yesterday and left a voicemail. Today she called, was told they did n't know about my case, but then was again directed to the attorney she left a message for yesterday. She provided me the name and number of the firm and attorney and I called and was directed to voicemail. I also looked up the firm online and attempted to look up the attorney on the State bar website. I could not locate the attorney on either the firm website or the State bar website. I would like to understand if it is legal for Green Tree to have a blanket policy for not doing reaffirmation agreements. Also, what my rights are as the home owner with the lien. I would like to refinance the loan so that it is reaffirmed, but thus far am being told I ca n't refinance unless I have a reaffirmation agreement. But that my loan servicer wo n't do a reaffirmation agreement.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-03-25

Plattekill, NY

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-03-25

Harsens Is, MI

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: Greentree servicing is my current servicer. They told me on XXXX that my address was corrected and would be uploaded to the XXXX web site on XXXX. I applied for my refi in XXXX and we are still waiting for Greentree to do what they said they would do. They were pointing the finger at XXXX, so I asked them to send me something in writing saying they did their part on XXXX. I just received the mailing today and nothing says their job was done on XXXX as they repeatedly told me on the phone. The person I spoke with is XXXX and I think her extension is XXXX. This company is incompetent in keeping their word. I put in writing to them through email both on XXXX and again on XXXX and they never sent me any thing in writing saying their job is complete, they kept saying it over the phone and I asked for it to be sent in writing and now that I have the mailing there is nothing that says they completed the address. I am now on the phone with them and talking to XXXX out of XXXX, she was no help, interrupted and incompetent. I asked why it is so easy for them to cash my checks and not so easy for them to correct an address as promised. Please help. I have heard bad things about this company and need to get away from them immediately.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-03-25

Halyoke, MA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: Our VA Backed Loan was sold to GreenTree Servicing in XX/XX/XXXX. We received a letter saying our XXXX payment would be due XXXX XXXX for X dollars. We paid XXXX as requested, received no furhter documentation and paid XX/XX/XXXX as we did the XXXX payment. On XXXX XXXX my husband receivced a phone call that we sent the wrong amount and they couldnt accept the payment at all. He tried to pay XXXX {$27.00} difference over the phone having explained we did not receive notification of a payment change. The rep then tried to charge his card for nearly {$70.00} to cover the difference, imposed late fee of {$34.00} and {$12.00} for taking payment over the phone. He refused to pay the late fee since we were not notifed and she agreed and said that she would waive the charge. The call ended with a phone payment of {$39.00} to complete the XXXX payment and the {$12.00} phone payment fee. The XX/XX/XXXX statement came with the late fee still on it. We called and were told that late fees can not be waived over the phone and that the rep was mistaken, we would have to submit it writing. We faxed our written complaint/timeline and request for the fee to be waived and received a resolution letter stating that the fee would be waived just this " once ''. It was a " form letter '' and did not address the concern that we were not notified of escrow changes which would affect or payments. The XX/XX/XXXX statement came with the late fee on it, we called again, the rep said it was waived and should fall off next statement. XX/XX/XXXX statement came- fee still there, we called again, same answer. XX/XX/XXXX statement still had the fee there as well. Everytime we called we got the " run around '' and when I asked to speak with a supervisor/manager they said the same thing. Finally after the late XXXX/ early XX/XX/XXXX call- in which the rep on the phone took off the late fee - which in XXXX could not be taken off over the phone- the late charge fell off the statement. 5 months later! Now, as we started tax season in XXXX/XX/XX/XXXX our tax documents on our online account with GreenTree were incorrect, showing no payments for property tax even though they had been paying them. Several phone calls to reps resulted in them saying " you need to talk to the tax department '' who was never available. And XXXX rep saying " I dont know- do you want me to make up an answer? ". When we finally received our XXXX ( late- it was my understanding documents had to be mailed by XXXX and it was well into XXXX when we got it. We filed our taxes, and weeks after receiving our refunds get a corrected XXXX in the mail from GreenTree. I have very little faith in them as a servicer. We talked to GreenTree more in 5 months then we ever talked to any of our mortgage servicers in the last 9 years! HORRIBLE customer service, RUDE Represenatives and INCONSISTENT messages. I worry about other Veterans who have had loans sold to GreenTree and arent able to advocate for themselves as we were able to do. We thankfully were able to refinance and not only get a better interest rate but were also able to get away from GreenTree. I am crossing my fingers that we never get sold to them again. Veterans, and other homeowners deserve better than GreenTree.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-03-24

Jonesboro, GA

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-03-24

Chestertown, MD

Loan modification,collection,foreclosure

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-24

Aspen Hill, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-24

Wrentham, MA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I was {$48.00} behind on our mortgage because our town raised taxes and our escrow account fell behind. GREEN TREE SERVICING called my XXXX year old mother who lives in a different city and has no connection to the loan and told her we were behind on our mortgage. She said she did n't sleep for two days worrying that we were in financial trouble. Since I could never think a real company could do something like that I told her someone was trying to scam her and then she worried about that too. Major violation of privacy and unfathomable business practices to just call relatives and talk about someone 's finances. They already got in big trouble for this in Vermont, but they are still doing it. ( This happened in XXXX 2015 )
Company Response: Closed with non-monetary relief

Disputed: Yes Timely Response

2015-03-24

Richmond, VA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Untimely Response

2015-03-24

Pryse, KY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I paid Greentree Servicing, LLC XXXX payments in XXXX and XXXX after my loan was up because a rep. with their company told me if I made the payments I would be fine nothing would happen. Then they mailed a paper dated XXXX/XXXX/15 saying I owed a balloon payment owing them {$2400.00} and then they turned around a day later I received a certified letter I signed for on XX/XX/XXXX saying that I owed {$3000.00} and that letter was dated XXXX day later on XXXX/XXXX/2015 so it went up {$570.00} plus a {$5.00} late fee was added into that how I dont know? Then on XXXX at XXXX I spoke with XXXX XXXX and we cam to an agreement settlement that if I paid them {$6100.00} that my account would be paid off in full and I told her I wanted documentation that it would be and she refused to send me anything. So finally XXXX XXXX XXXX sent a letter saying if I sent a certified check by to the XXXX it was paid in full. I asked XXXX XXXX if I could deduct the checks from XXXX & XXXX and he said XXXX XXXX we have had a good relationship so far and if you deduct those amounts from the money or stop payments on any checks we WILL have a problem.Now today XXXX/XXXX/2015 I get a letter in the mail from XXXX XXXX saying my account will be paid in full when I send {$500.00}. I have XXXX payments missing from my account payments and I found XXXX of my check registers and XXXX of the payments was over {$900.00}. How is this company still in business. They said I owed them money because I had late payments but looking at the statement they gave me its all under XXXX days except a couple was XXXX days and most was XXXX days and they can put in willy nilly. They have law suites for holding payments to charge interest. I added the spreadsheet ( because thats all it is ) and the columns dont even add up. If you make an agreement and its in writing how can they turn around and then tell me I owe {$500.00} more. I 'm on XXXX with XXXX kids and they know that. Please help.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-24

Raeford, NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-03-24

Sylvester, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage was transferred from XXXX XXXX XXXX to Green Tree Servicing last year. I have kept my account current without any issues. I received a letter in late XXXX stating that my escrow account was in the arrears and if I did n't pay the full amount by XXXX XXXX, 2015 my payment would increase. My loan did not have an escrow account when I was transferred to Green Tree nor did I request one when I was transferred. I called them immediately to find out how my escrow paid taxes that were not even due at the time of payment without my knowledge or consent and was informed I received an statement of escrow in XXXX ( Which I did not have any knowledge of ) and that because I did not respond they enacted an escrow on my behalf. It is my understanding under the current laws that if my loan did not have an escrow then it can not be forced into escrow when the service of the loan is transferred. I explained this to them and they agreed that this was done in error. They told me that they would request the county refund their payment and that once they received the money back they would close out my escrow. They even went as far as telling me that if the payment was sent to me to forward it on to them. I believed this was the end of it, unfortunately I was wrong. I received my monthly payment notice with an escrow payment attached in XXXX. I was informed that it was still being taken care of and that I should pay the amount of the escrow payment until they get it cleared up. I asked if they had even sent notice to the tax office and I was told no. After several phone calls I was told I was " misinformed '' that I would have to submit my request in writing for them to terminate my forced escrow that once I did this and paid the arrears they were remove the escrow. I received my XXXX bill the escrow was still their. I can pay the amount of the taxes but do not want them to misapply the funds so I am in a catch 22. I have to pay it to remove escrow, but they ca n't guarantee I am paying the arrears. I have also now been informed they have no wish to remove my forced escrow even through I gave them no reason to enact it in the first place. My taxes are not due in XXXX. It is my understanding the only way I can be forced into an escrow on an account without an escrow is if I am at risk for default. As I have always paid my own taxes at the same time every year and have never had a default against my property, I really do n't see how this is legal. I have explained this to them. Was told it would be cleared up and it has yet to be done and now over two months later I am being given the run around. I pay my payments, I pay my taxes their is no need for this. Also I have not been given any itemization of what they are taking out escrow on. Only that they paid my taxes before they were due and I must pay them on my statement. Please help me clear this up.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-24

Foothill Ranch, CA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: Green Tree Financial somehow got XXXX Loan AFTER bankruptcy ( 2009 ) and has REFUSED TO REMOVE IT FROM MY CREDIT REPORT. The Credit Bureaus REFUSE to remove this information as well. I 've sent Certified Mail several times. The " non-payment '' history is impacting my credit negatively.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-03-24

Centerville, MN

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-24

Ft Belvoir, VA

Communication tactics

Debt collection: Mortgage

Threatened to take legal action
Company Response: Closed with non-monetary relief

Disputed: Yes Timely Response

2015-03-23

Denver, CO

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-03-23

Cadwell, GA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-23

Bartlett, IL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-03-23

Gainesville, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-23

North Prosser, WA

Cont'd attempts collect debt not owed

Debt collection: Mortgage

Debt was discharged in bankruptcy
Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-23

Union City, TN

Communication tactics

Debt collection: Mortgage

Frequent or repeated calls
Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-23

Oxford, GA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I am assisted with my mortgage through an agency. Since I am XXXX, XXXX, and on a XXXX this helps me pay my mortgage. GreenTree Mortgage bought my mortgage from XXXX Mortgage XXXX year ago. I have my mortgage amount debited out with auto pay from my credit union and the agency sends the balance through their account which is automatically deposited in Greentree 's account from their bank. Periodically Greentree has called me and asked me where was the agency 's payment and I have told them to call the agency. In XXXX I received a call from XXXX at Greentree XXXX asking me for XXXX 's payment from the agency. After calling the Agency and being advised by them that Greentree should look through their lists of bank deposits and my telling Greentree what they said. I also told them that my portion was being discontinued as of XXXX XXXX and just the agency was paying the full amount. I was asked by XXXX to send proof with the letter sent to me by the agency, along with a cancelled check, my bank statement showing the amount deducted and a letter stating that I no longer wanted the amount I had been paying deducted out of my account. Greentree still deducted the payment and after I called to ask when they were going to reimburse me I was told by the Customer service rep that because I had blackened all the transactions on my bank statement they would n't send me a refund. That I needed to send them a bank statement without the blackening of my transactions. I responded that I did n't blacken the amount withdrawn by Greentree and I believed my transactions were private and there was no need for Greentree to know my business. To this date, I have not received my refund and they are not returning my calls.
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2015-03-23

GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-03-23

Cheverly, MD

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-23

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: From my understanding that XXXX will not give extension until they get the approval from XXXX. The first had approval for XXXX was until XXXX XXXX, so with all this back and forth this did not happen due to we did not have approvals from XXXX nor Greentree. This is disappointing. It starting to feel like a tug of war, if we don not have this extension we can not move until this lien holder give approval. I never seen anything like this in my life and see how homeowners lose their homes. This short sale process is messy. At this point if we can not get these approvals and extension, we are going to have file bankruptcy. It is sad we had to XXXX out of home and active duty member is serving his country overseas and I have to tell him this disappointing news.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response