Ditech Financial LLC

2018-11-17

Colo Spgs, CO

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I was told by ditech corporation in XXXX that lf I ordered an appraisal and I have 80 % loan to equity my mortgage servicer would be able to remove the pmi on my loan. I did as requested and they sent an appraiser 5 months later. The appraisal came back away 79 % loan to value, below the threshold and the company refuses to remove the pmi. Further I called XXXX XXXX, the agency that owns my loan and they told me I netf 78 % equity but ditech claims I need 75 %. They are acting in bad faith.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Timely Response

2018-11-17

TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: My mom had less than 9k left on her mortgage. At that time she suffered for XXXX of XXXX XXXX. She fell behind on her payments. A representative from Ditech came to the house to take pictures for foreclosure. I asked if I could help in catch up with the late payment which equaled under 2k. I offered to pay double payments a month beginning that month. I was told I couldn't do that and had to get a loan modification to stop the foreclose. I sent the paperwork about 7 times and I always got the runaround. During all these attempts, they continued to add up the months I wasn't allowed to make payments because of the modification process. They then foreclosed and sold the house to themselves in an auction that didn't happen. Now they offered to sell me back the house for 4x the amount originally owed. I was willing to do it to keep my mom, which now has XXXX, at home. I was told to get a co-borrower to ensure being granted the loan. When I told them I was having to do it alone, they took the application and within a day told me I didn't qualify because of my credit. So I asked if i could reapply with my long time boyfriend who had better credit than me. I was then told they don't accept co-borrowers. Now they served us an eviction citation and we have court. The judge granted me a continuance to help me find help. The day it was granted, a representative from ditech came to the house and told me to start packing because they were putting my stuff on the street the morning after our court hearing. He also said he recommends I find somewhere to take my mole and start getting her adjusted to new surrounding because of her condition. My mom was done wrong by this company who has a track record of XXXX over their clients. Now all I can do is pray for a miracle or we will be homeless.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-11-16

Sacramento, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Certified mail sent to Di Tech on XX/XX/XXXX concerning my payments of {$870.00} which are not behind as they have been claiming. I have not missed any payments except one in XX/XX/XXXX which has been paid for quite some time now.. Ditech keeps sending me letters saying I still owe random amounts, like a past due of {$1000.00} on statement, XX/XX/XXXX ( it changes monthly ) yet there is {$4600.00} sitting in my escrow account. My taxes are {$1000.00} paid twice a year and are current. My insurance of {$360.00} is being already prepaid for XX/XX/XXXX. Taxes and insurance were on an impound account since the loan began in XXXX and started with an overage. They are collecting forward to XX/XX/XXXX and claiming I still owe them, yet they are collecting from my impound account monthly. My bk XXXX forwarded them {$3400.00} into my escrow account. After all this they apparently are raising my mortgage to {$1000.00}. I am on a fixed 4.00 % rate for 40 years. It looks like my monthly impound of {$120.00} was applied incorrectly. On a statement dated XX/XX/XXXX it shows {$120.00} as being on ongoing deduction from the balance rather a credit it shows the amount climbing with a negative balance of {$120.00} which should be a positive. My payments were {$750.00} up to XX/XX/XXXX about the time they took over my loan from XXXX. I was in a BK XXXX since XX/XX/XXXX and it was discharged in XX/XX/XXXX. I was told by a DiTech Representative that {$3400.00} was sent to them on XX/XX/XXXX from my trustee into my escrow account. I requested the money returned or applied to my mortgage but to now say that I still owe them money and am behind is harming my credit and stressing me out! I would appreciate your correspondence for any violations and your help in rectifying this ongoing payment issue.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Timely Response

2018-11-16

Fort Lauderdale, FL

Struggling to pay mortgage

Mortgage: FHA mortgage

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

Timely Response

2018-11-16

Chicago, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In complaint XXXX, I described how Ditech misapplied my extra mortgage payments to interest when they should have been applied to principal. Their response failed to correct the error. I have been keeping my own records since we began the mortgage which I am submitting as part of this complaint. The correct principal outstanding after I made my XX/XX/2018 payment is {$350000.00}. The incorrect statement they sent in response to my aforementioned complaint says the principal balance outstanding as of that date is {$350000.00}. In addition, they wrote " Your payments were submitted online without instructions indicating how any additional funds should be applied to the account. '' There is no way to provide instructions accompanying an online bill payment at Ditech.com. So it is literally impossible to do what the company asks.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Timely Response

2018-11-16

NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I reached out to Ditech Financials on my sister 's behalf in the latter part of XXXX to see about applying for the HARP program, I was misinformed my a representative that the Government had discontinued the HARPS program. Upon learning that the information given to me was false, I contacted Ditech once more whom then informed me they would not be able to offer the HARP program to my sister who resides in NY due to the fact that they do not have a license to fully service her loan, being they are in AZ. We then attempted to apply for a home modification. Within days of receiving the application, two representative of Ditech informed me that they had made internal changes to their policy to not consider applicants whom had filed for bankruptcy. My sister had indicated on her application she filed for bankruptcy in XXXX of this year. She is a single working mother who is not behind on her payments but is struggling somewhat due to recent internal changes with her employer of 22yrs. She has ties to the community with family, friends, church and such and is fully committed to retaining her home. All she is in need of is some assistance in stabilizing herself and family as she goes through this financial hardship. What she is getting from Ditech is a bias resistance to assist her accomplish this. To add to that, the denial notice she received this week from Ditech says she can take her concerns up with the New York Dept of Financial Services ; however, the number provided in that notice from Ditech is for an XXXX XXXXXXXX XXXX. I find the handling of my sister 's case to be disturbingly inappropriate. She was not the one to select Ditech. Her account was transferred to them from her prior mortgage lender. That practice alone is unfair as they were not equipped to fully service her account. To add to it the misleading information on the HARP program and the policy changes made after receiving her application is unfair business practices. the XXXX XXXX only adds insult.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-11-15

NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Account # XXXX Claim # XXXX I am filing a complaint against Ditech Financial, LLC. Hopefully my complaint will benefit many others. I had smoke damage in my home. My insurance has come and access the damage and written the check to cover it. However ; it is written in my name and my mortgage company. I would like to endorse the check and send it to them so they may endorse it and send me part or all of it to start the process of making the repairs. I also plan to send my claim report from the adjuster, In addiction Ditech is requesting for an estimate of the material that will be used from XXXX or another supplies place. Well actually I tried to get that information. But XXXX was unsure how to give that information since it requires price, quality, and quantity. from the claim. It is about 9 rooms that that has to be restored, serviced, and remodeled. All rooms won't use the same material. I need to start and figure out what is needed along the way. My insurance company said all they need to do is cash the check and write me a check to begin then verify what was done, and give me the balance. I am doing the work myself under the coaching of a skilled handyman. They want to pin me down to a certain company to buy the material. But I plan to do that according to whoever give me the best deal with the price, quality, and quantity. Here are the places I plan to use XXXX, XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX and XXXX. You would think that Ditech would like the house repaired since they still hold an interest in it. If there is any other information that you may need, please call XXXX XXXX. Thank you very much for whatever help you can give.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-11-15

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt is not yours
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-11-15

Houston, TX

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: My house was damaged by Hurricane harvey. The insurance company came out and assessed damage and then issued a check to me and my mortgage company Ditech. As my house was being repaired, I sent Ditech XXXX forms, invoices, before pictures of the damage, and pictures of the fixed condition. After doing much battle with Ditech since they are very slow to release funds and not paying me interest on my money they are sitting on ( approximately {$55000.00} ), we are now at a complete standstill. Ditech, still holding on to about {$25000.00} of my insurance proceeds stated that regardless of all the pictures and documents I have sent them showing repair on the house, they need to have an inspector come out to ensure the work is being done. This conversation, initiated by me, was made on XX/XX/XXXX ; I was told that an inspector would call within two days to make the appointment. Nothing. I have called Ditech several times hoping to expedite the process and still, here on XX/XX/XXXX, I have yet to receive a call from an inspector to schedule an inspection of the home. Ditech states that this is their process, that funds can not be released without an inspection, even though the promised time wait of two days, has come and gone. Ditech stated they are behind because of all the hurricanes that have occurred ... but my point is that mine happened all the way back in XXXX of XXXX. I have already paid for all the work done on my house, out of my pocket, however I can not continue to repair the house, because Ditech is not releasing the funds that are sitting in their account, interest-free, that is to be used to repair my house. I have suggested to Ditech that if they don't have the manpower to keep up with their timelines, they need to then either hire more staff or release the funds they are sitting on. They refuse to budge and state that this process if mandated ... I don't know by whom. This has gone on long enough.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-11-15

Colo Spgs, CO

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: In the beginning on XX/XX/2018 I called to refinance my loan. I was advised by ditech that my interest rate on the current loan was too low and I should have ab appraisal done when my loan reaches 2 years. In XX/XX/2018, icalled ditech and they asked that I send them ab email. I sent an email requesting they remove the pmi form my loan. They sent an appraiser XX/XX/2018. I recieved an appraisal that my house value increased {$35000.00}. Ditechs denial letter states that the value of my house has declined. They sent me in writing a factually incorrect reason for denial wilfully and with full knowledge that my property had not declined in value. I am happy to forward any documentation requested XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Timely Response

2018-11-15

Portland, OR

Struggling to pay mortgage

Mortgage: Other type of mortgage

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

Timely Response

2018-11-14

Bronx, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have ( TWO ) complaints. On XX/XX/18, I got a letter from Ditech in reference to My annual Escrow Account Disclosure Statement ; It stated that my account has a shortage of $ XXXX, of which I could pay the full amount or spread it out over a 12 month period at $ XXXX per. month. On XX/XX/18, I send a one time payment of $ XXXX instead of spreading the payments out. In doing this my New monthly Mortgage would be $ XXXX.In XX/XX/2018. Surprisingly to say Ditech conveniently ignored my earlier deposit and factored it into my XXXX mortgage to a new total of $ XXXX. Setting me up for disputing my monthly payments on tack for foreclosure. So I see a pattern to date.I have previously lodged a complain about how Ditech still owed me $ XXXX for monthly contribution of $ XXXX I have made, part of an Incentive of the Home Affordable Modification, under the Borrowed Incentive as long as the loan was not 90 days delinquent which to this day never missed a day. XXXX XXXX along with Green Tree collected it, passed it on to Dietech ; but no one is addressing this problem. Interestingly to know that the interest rate that is to click in after so many months have been on time never misplaced but my contribution that will eventually help to pay off my mortgage is not attended to. So on these two points ; please have Ditech address these for me.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Timely Response

2018-11-13

PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Basically my taxes are in my escrow and Ditec my mortgage company again trying anything they can to make us miserable. Please help. They didn't fully pay my home taxes and we are getting delinquent letters. I don't understand how my taxes are in my escrow why is this happening! Please help us.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-11-12

TN

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Complaint: I was approved for a loss mitigation reduction loan..I went thru the trial period for 3 months. After 6 months of on time payments, the mortgage company called and said that I have a second mortgage so would have to take back the loss mitigation process. The second loan was processed about 15 years ago. I have been trying to contact the second loan company in which at that time was XXXX XXXX. At this point that office is not open for business.
Company Response: Closed with explanation

Timely Response

2018-11-09

Fort Pierce, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Ditech Financial LLC has mishandled my mortgage escrow account by not only paying the property taxes on the property for which they hold the mortgage but also paying taxes on another property that I do not own, in another state out of my escrow account. The taxes on this other property are more than the taxes on my actual property ( over {$5000.00} ). As a result, I have a significant escrow shortage which is causing my mortgage payment to increase dramatically effective XX/XX/2018. The increase in my monthly mortgage payment is more than my current escrow payment. Ditech has acknowledged the error and is working to resolve it but nonetheless, my mortgage payment will still be increased for up to 90 days, until they get the funds back that they mistakenly paid to the additional taxing authority. Once they get the funds back, they will re-analyze my account and will correct my mortgage payment. I am being told that this could take up to 90 days. I have been working diligently with Ditech for over a month now in order to resolve the issue before the mortgage payment increase takes effect, but with only 2 weeks left, I am not reassured by their efforts or answers. Essentially, I am being financially penalized in the form of an increased mortgage payment for their negligence in handling my funds. I have told Ditech that come XX/XX/XXXX, I will continue to pay my current mortgage amount until this matter is adequately resolved and they can give me an accurate disposition of my escrow account. Ditech has informed me that I am free to do that but any short payment of my mortgage beyond 30 days will be reported to the Credit Bureaus. I have never missed nor been late with a payment with Ditech. My account is otherwise in good standing. By my calculations, Ditech actually owes me a refund on my escrow forXX/XX/2018, not the other way around. I initially made Ditech aware of the issue on XX/XX/XXXX and they chose to sit on the issue for nearly a month before taking steps to resolve it. Timeline of events : XX/XX/2018 -- Received my escrow statement dated XX/XX/2018 via US mail and noticed the error. XX/XX/2018 -- I contacted Ditech Customer Service and spoke to XXXX. He informed me that the issue would be reported to their Tax Department. He gave me their phone number to follow up. XX/XX/2018 -- I spoke with XXXX in the Ditech Tax Department. She acknowledged the error and indicated that they would begin an investigation on the issue. XX/XX/2018 -- I checked my online account with Ditech and saw no change. I contacted the Tax Department again and spoke to XXXX. She indicated that the analysis had not yet been completed and that she was escalating to her Supervisor, Mr. XXXX XXXX. I asked to speak with him, but he was not available. XXXX informed me that I should call back after 5 business days to check on the status. XX/XX/2018 -- Online account now reflects new mortgage payment amount ( {$1000.00} more than my current payment ) due on XX/XX/XXXX. I spent over an hour on the phone being transferred around Ditech trying to resolve the matter. I spoke to a representative in the Tax Department ( I neglected to get a name this time ) and was informed that the analysis was completed on XX/XX/2018 and that they were attempting to get a refund from the taxing authority. In the meantime, she was happy to inform me that my mortgage payment would only increase by approximately {$600.00} per month instead of by over {$1000.00} per month until they got the funds back from the taxing authority. I told her that it was still unacceptable that my mortgage payment should be increased at all due to their error. She told me that the Tax Department has no control over my monthly payment and transferred me to a Customer Service supervisor -- XXXX. XXXX informed me that until the Tax Department released the money from my escrow they could not change my mortgage payment. I indicated to XXXX that I wish to continue to pay my current monthly payment until the issue was resolved and she told me I was free to do that, but I would be reported to the Credit Bureaus for any short-payment over 30 days. I was passed back to the Tax Department and spoke to XXXX. XXXX told me that until they got the funds back there was nothing they could do and that it could take up to 90 days for that to happen. Again, I was told that only Customer Service could influence and adjustment to my monthly payment. I was once again transferred back to XXXX and then spoke to her supervisor - XXXX. XXXX was somewhat more helpful in at least informing me that the transfer was initiated on XXXX and could take up to 90 days, but again indicated that there was nothing that they could do about my XXXX payment ( or thereafter ) until the funds were received. She told me to call back before making my XXXX mortgage payment to see if the matter had been resolved. While it is true that the taxes on the property I DO own have increased this year by {$1400.00} and I will happily accept an increased payment congruent to that increase once they can give me an accurate assessment of my escrow account, but I will not accept a > 100 % increase in escrow due to Ditech paying over {$5000.00} in taxes on a property that I don't own, in another state out of MY funds. I understand how escrow works. If this had been a matter of the taxes on the property that I DO own being under-estimated I would willingly accept it. But it is clear ( and acknowledged by Ditech ) that this is their error. For that, I should not be penalized. My fundamental complaint is 2 issues : 1. Ditech 's blatant negligence and mishandling of my escrow account 2. Unfairly penalizing me with a significantly increased monthly mortgage payment despite acknowledging their error. It is not my problem that they mishandled MY money and I should not need to wait for them to get the money back for this matter to be corrected. Ditech Financial LLC needs to correct their policy in the interest of consumer protection I intend to continue to pay my CURRENT monthly mortgage until this matter is resolved and I would like to understand how I can avoid the error made by Ditech negatively impacting my credit rating if it comes to that. Please don't hesitate to contact me if you need any more information on this matter.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-11-09

Cottonwd Hgts, UT

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

2018-11-08

Lotsee, OK

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Timely Response

2018-11-08

Woodland, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We want to drop our PMI on our home loan through Ditech Financial. I formally requested ( in writing ) this be dropped and was informed we needed to have an appraisal completed first. We sent in authorization for appraisal and was told we were responsible for 50 % of the {$420.00} appraisal fee due to living in the State of WA ( law ). We were also told that the appraiser had to be appointed through Ditech. We had our home appraised XX/XX/XXXX. We received the appraisal approximately 3 weeks later after following up multiple times via phone with Ditech to inquire on status. The appraisal had multiple mistakes ( square footage incorrect, bad comp 's, etc, etc ). I began the process of trying to get answers on how to formally request a dispute. I had to call 3 different times and received various and different responses on how to actually go about this. Finally I found someone who said I needed to submit it in writing. I submitted my formal dispute letter on XX/XX/XXXX via US Mail. This package included over 45 pages of detailed reasons as to why I was disputing the appraisal, with backed up evidence/facts/comps, etc. I even included the Tax Assessed value from the County Tax Assessors office which was significantly higher than the appraisal amount. ( See attached ). I still can not get anyone to respond to my formal dispute. I have made the following attempts at contact and still stand waiting. I am so frustrated and need answers. The will not help me and I still continue paying the PMI month over month, even though the value is there in our home. Please help us. Lastly, they also mischarged us for the appraisal itself. We were told IN WRITING that we are only responsible for 1/2 of the {$420.00} appraisal amount, so {$210.00}. They have billed our account and are taking my extra monthly principal payments towards " advances '' and claim that we owe {$560.00} still. They have taken {$160.00} towards advances, but on my account only it shows posted to my accounts in a category of " Late Fees '' We have NEVER been late on a single payment since loan inception on XX/XX/XXXX. I asked how they even came up with that and a supervisor acknowledged there were billing errors on their end and he would look into it. Again, no calls back. See below details on my calls and web Inquiries via the Ditech.com site ( logged in ) where they promise a 30 day response - STILL they have never respond to a single web inquiry. XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I've done everything in my power to try and get them to help us with an incorrect appraisal, incorrect billing of appraisal amount and gross misconduct of mis-applying my additional monthly principal funds to " advances '' or " late fees '' and they will not help us no matter what we try. Can you please help us, we are desperate and so exhausted/frustrated. I am sending this exact complaint in a letter form to Ditech today as well. Thank you in advance.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Timely Response

2018-11-08

Colts Neck, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: The note amount $ XXXX with $ XXXX/mo payments via " Lender '' - XXXX XXXX XXXX XXXX , for the property Note transferred to XXXX in XX/XX/XXXX mature in XX/XX/XXXX, Transferred to GreenTree / Ditech Financial LLC . in XX/XX/XXXX. Since, the following issues have evolved : - Escrow amount skewed ( i.e. ( XX/XX/XXXX ) = {$530.00} ; ( XX/XX/XXXX ) = {$880.00} ; ( XX/XX/XXXX ) = {$810.00} ), I questioned the high escrow # in an email on Ditech Web, ( see attached ) and requested the tax and insurance bills to verify the expense charges to escrow. In stead, Ditech sent me a payment ledger for Tax and Insurance for my property ; which, I expect would balance out, coming from their ledger. But, where are the actual bills? However, there was a drop in the escrow amount immediately following my email. ( see attached ) - Escrow charge variance brought account instability. - Damaged credit report. Subsequently, unable to refi the house. - Ditech Mod-offer, in the short run, will fail due to the Escrow shortage build-up. - I have paid 14 year on interest, why am I still charged more on I than P.?
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Timely Response

2018-11-07

Greenwood, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: History : My mortgage was sold by XXXX XXXX to Ditech Financial in XX/XX/2018. Once my account got transferred over to Ditech, I wanted to prepay about 25-30 % of my remaining mortgage for the purpose of saving some interest and re-allocating some of my portfolio to the tune of {$120000.00}. I made a few test payments, through Ditech 's bill pay ( {$10000.00} ) as well my Credit Unions bill pay ( {$1000.00} ). It went fine. Then I made a bill pay transaction for {$100000.00}, through my Credit Union 's setup. They mailed a cheque and Ditech cashed it on XX/XX/2018. I had added a memo, " Please apply to Principal '' ). To my surprise, only {$9000.00} of the {$100000.00} was applied to my Principal, with the remaining {$100000.00} unaccounted for. Multiple calls to Ditech resulted in vague denials/reasons, it probably will happen in a few days to nothing happening so far. I'm concerned that this company is committing some kind of fraud with my money. Please take action against these guys.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-11-07

South Florida, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX, I closed on my home mortgage with XXXX XXXX XXXX XXXX XXXX. My loan was transferred to Ditech in XX/XX/XXXX and problems began with my attempt to make my first mortgage payment. I have never missed a payment ; however, due to Ditech misapplying funds and making unnecessary and unauthorized disbursements from my account, I consistently receive foreclosure information, harassing calls and my once excellent credit has been greatly damaged. At the XX/XX/XXXX closing, I prepaid my Homeowners Insurance for 12 months. The closing document indicates this amount as {$1000.00} to XXXX XXXX XXXX XXXX XXXX XXXX Ditech does have this information but I am happy to provide both the closing document and the Declaration page indicating the policy period of XX/XX/XXXX to XX/XX/XXXX upon request. In a letter dated XX/XX/XXXX, from Ditech, they state that on XX/XX/XXXX a Ditech representative spoke with XXXX XXXX and XXXX XXXX and was advised the policy expired on XX/XX/XXXX for non-payment but if the remaining balance of {$820.00} was received the policy would be reinstated. The disbursement of {$820.00} was made from my escrow account on XX/XX/XXXX for insurance that I had prepaid for the year on XX/XX/XXXX. Below please find an email from the closing office confirming the policy check was sent and cashed by XXXX XXXX and XXXX XXXX. From : XXXXXXXX Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX Cc : XXXX I am very sorry to hear you have had ongoing issues with your lender and insurance company. The problem is not with our office. I have pulled my records and have confirmed that the 12 months prepaid insurance collected at closing in the amount of {$1000.00} was paid to the insurance company from our trust account via check number XXXX which was cashed by the insurance company on XX/XX/XXXX for full payment of the policy premium as per the invoice that was provided to my office in connection with the loan package from the lender for the coverage period of approximately XXXX. I have called the insurance agent XXXX XXXX who I have copied on this email to provide you with further information as to your insurance policy history. Please communicate with him directly regarding this matter. Best, XXXX XXXX, XXXX. XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, FL XXXX Cell : XXXX Office : XXXX Fax : XXXX Email : XXXX XXXX Due to ongoing escrow account issues I requested to cancel my escrow account with Ditech. On XX/XX/XXXX, I received an email from Ditech indicating that my request to cancel my escrow account was approved. The email further indicated that beginning XX/XX/XXXX, I would be responsible for my insurance and tax payments. I recently learned ( XXXX, XXXX ) that Ditech , without my consent, disbursed funds from my account to Bankers Insurance for home owners insurance for the XX/XX/XXXX year ; while I already had insurance in place through XXXX XXXX XXXX XXXX for the XX/XX/XXXX year. This error has resulted in Ditech reporting my account to credit bureaus as delinquent and has significantly impacted my credit score. They have reinstated an escrow account and changed my monthly payment which has again, made my account appear delinquent. My home owners insurance with XXXX XXXX XXXX XXXX will be renewed for the year XXXX and I have signed a cancellation with Bankers for the home owners insurance policy I never asked for, never received information from and never knew I had. Ditech 's nearly constant misapplication of funds, unauthorized disbursements of funds, and system limitations has destroyed my credit. Their constant harassing phone calls and foreclosure mailings has caused me a great deal of stress. I went through this process in XXXX with the CFPB and the XXXX regarding Ditech 's misapplication of funds and bogus fees with some relief and am hopeful this avenue will once again be helpful.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-11-06

Land O Lakes, FL

Incorrect information on your report

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

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

Timely Response

2018-11-06

Chester, VA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: During my bankruptcy modified my home loan with Green Tree now known as Ditech. I was informed my payment amount of {$1000.00} and paid that amount every since XX/XX/XXXX as advised by bankruptcy attorney and Green Tree. I've never missed a payment since. My bankruptcy was discharge in XX/XX/XXXX. The next month I received a letter from Ditech stating that I haven't made a payment since XX/XX/XXXX. That simply isn't true. I have the proof with my banks and Ditech also have indicated on my payment history which is on their website the receipt of the payments. If I mail a payment via 1st class mail they don't process the payments sometimes for up to 2-3 weeks. I attempted to make a payment in XXXX and again in XXXX but was unable because they demand a payment of {$5200.00} for months that I have already paid. During the bankruptcy the mortgage statements came voided of any information up until XX/XX/XXXX. Every time I called the phone never prompted the ability to leave a message and just hung up. I finally spoke with a representative on XX/XX/XXXX, XXXX, and he also indicated that he didn't understand the reasoning for the letter and gave me fax number and address to send a written dispute. This matter is very stressful and reeks of predatory loan practices. I view over 3,000 complaints about this organization-XXXX-Green Tree-Ditech- and am very concerned. Please help me to resolve this matter. Thank you in advance for investigating this matter.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-11-06

Bremen, GA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I called our mortgage company, Ditech, originally to discuss closing paying off our mortgage loan. The representative, XXXX, gave me information on what to do to close the mortgage. At the time he stated that our payoff amount was {$3600.00}. He stated that payments had been made XXXX for {$350.00} and {$360.00}. On XX/XX/XXXX we had paid {$300.00}. We discussed that there were payments being sent from our bill pay during XXXX for {$2000.00} and $ XXXX.if you take {$3600.00} and subtract {$2500.00} you get {$1100.00}. In total, I believe I have called Ditech 9 times because their representatives answers were conflicting and at times made no sense. I had discussed with Ditech representatives our intentions of paying off the loan. We made several payments in XXXX. Apparently, instead of putting the payments towards our payoff balance, they put our payments into a funds suspense count without our knowledge or consent. I found this out during one of the conversations with the representatives I spoke with. I had to ask what a funds in suspense was an the answer made no sense to me. They said that it was an account that they place extra funds in like a bank account. Since I verbally stated many times that we were paying off the account, it made no sense. They would tell me that the notes never indicated anything. Twice I called and had two representatives tell me that they would have my account closed within 30 days. After the first call, I waited and then called back to check on the account and the next call I made, the representative stated that the account had not been put in to be closed but that she would take it out f our Funds Suspended Account. She promised me that the account would be closed. I finally called and asked to speak with a manager in XXXX. The representative still wanted to help me and I tried to get the call transferred. It took awhile to get the call transferred to a " manager '' named XXXX. She put me on hold and reviewed the notes. She told me that all the notes were vague and that she would have to pull the tapes and call me back. She would not give me a last name but gave me the number # XXXX. On XX/XX/XXXX, I called We received documentation from Ditech stating that our payoff principal balance would be {$2400.00} but on the next page that our escrow was {$1800.00}. It was dated XX/XX/2018. I called Ditech on that day ( XX/XX/18 ) and spoke with XXXX. I asked XXXX regarding the amounts that were in our mortgage account. I that time, I was quoted the following amounts : Principal Balance : {$2.00}, XXXX Escrow : {$1800.00} Funds in Suspense : {$1700.00} XXXX told me that Ditech could not use our funds in suspense to pay off our last payment which was estimated at {$710.00}. I was told at this time that I needed to write a letter requesting us to use our escrow funds to pay this payment. He told me to include our name, address and account number and fax it to him and XXXX. He let me know that I should have been told by the other representatives that I needed to write a letter. I asked him about disputing funds for paying all the interest since paying all our mortgage and Ditech putting the money and not using it as requested. XXXX told me to hold off until the account was closed to try and dispute this because otherwise it would keep the house from being closed. We received an escrow funds reimbursement check in XXXX for {$1100.00}. The statement date was written XX/XX/2018. Later, I got to looking at the statement and it appeared as if it were showing that some of the money for our last payment was supposed to go into escrow and that did not make sense. I called Ditech on XX/XX/2018. I waited 30 minutes to talk to someone about our escrow. When questioned about Ditech taking Escrow funds out of our escrow, he told me that our payment came out of the Funds in Suspense Account, the same account that the previous representatives told me that I could not use to pay off our account. The gentleman sent me an e-mail with the breakdown of funds, however the print was so small it was illegible. He finally sent me two other forms of our payout history. When I looked at the breakdown of what he sent us, I noticed what looked like extensive money coming out of our account- 3 transactions in two days. It appears to show that the following transactions came out on XX/XX/2018 : Principle paid : {$480.00} and {$480.00} ; Interest paid : {$14.00} and {$12.00} ; Escrow paid : {$210.00} and {$200.00}. I also noted that on XX/XX/2018 one of the payments they took out was a payment for XX/XX/2018- that would be after the loan was closed. On XX/XX/2018 a payment appears to be taken out for the following amounts : Principal Balance {$3400.00} ; Interest {$3.00} and Escrow {$260.00}. I questioned him about these transactions and he assured me that they were all correct. I also questioned him about taking a XX/XX/2018 payment on the closing date of our mortgage ( XX/XX/18 ) and he assured me it was legal and I questioned him how it was legal. He finally said, " hello '' and I responded with " please don't do this to me '' and then he quickly said " hello, hello, hello. Due to no response, I have to terminate this call ''.
Company Response: Closed with explanation

Timely Response

2018-11-05

Wrentham, MA

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