Ditech Financial LLC

2018-11-05

WV

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: in XX/XX/XXXX my husband took a loan out for a double wide wish was XXXX XXXX dollars at the time he had been ill and had received XXXX after working in XXXX XXXX for 19 years was told he couldn't take insurance out,,, he passed in XX/XX/XXXX I thought it was a 20 year long come to find out its a 30 year loan he was taken advantage of and ive been paying it every since they act like they was going to change it to 20 never did a [ n the mean time they chaged to ditech is there anything I can do concerning this matter
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-11-05

Warrenton, VA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Ditech Financial LLC ( " Ditech '' ) issued me a check ( number XXXX ) in the amount of {$500.00} on XX/XX/XXXX. That check was issued from the Escrow account. That check states that it is " void if not cashed within 90 days. '' I contacted Ditech on XX/XX/XXXX and requested a replacement check. The call was recorded by Ditech at approximately XXXX am XXXX. The clerk assured me that I would receive the replacement check within XXXX days or XX/XX/XXXX. My followup call on XX/XX/XXXX ( recorded at XXXX am XXXX ) indicated that the problem was a technical issue and that I would receive the replacement check by the end of the week. My followup call on XX/XX/XXXX ( recorded at XXXX pm ) indicated that the check was in process. Follow up today, XX/XX/XXXX, at XXXX - recorded call with " XXXX '' ID - XXXX, supervisor XXXX ( ID - XXXX ) indicated that all previous statements were incorrect and that Ditech requires 30 to 60 days to reissue a check. I know that Ditech was in bankruptcy, but I thought my escrow funds were held in an escrow account, but now I am concerned that I will never get paid.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with monetary relief

Timely Response

2018-11-05

Plano, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-11-02

Tucson, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-11-02

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

2018-11-01

RI

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: In early summer 2018 I learned of a foreclosure on my home at XXXX XXXX XXXX XXXX XXXX RI XXXX I contacted both the loan servicer ( Ditech ) and the foreclosing attorney ( XXXX XXXX XXXX ), and was told that it was too late to reinstate the loan, and the auction would proceed as scheduled. On XX/XX/2018, the auction was held. The winning bidder was a friend that bid on my behalf, and he placed a {$5000.00} deposit with the auctioneer. We attempted to make final payment, complete the auction, and schedule the closing in the weeks following, however on XX/XX/2018, we received a notification from XXXX XXXX XXXX of the following : Hello, I am sorry to inform you but It appears that in light of the new opinion issued by the XXXX XXXX, the sale held on XX/XX/18 for this loan, will need to be rescinded. Since Rhode Island General Laws Sec. 34-27-3.1 was previously repealed, no compliant notice was sent prior to foreclosure. We have advised our client of the same and are awaiting instructions regarding return of your deposit. Following receipt of this notice, contrary to what XXXX XXXX XXXX told me earlier, we learned we were in fact able to have the loan reinstated. We completed that, however we had to pay a number of fees totaling {$3600.00} related to the rescinded auction which was improperly handled by XXXX XXXX XXXX, the foreclosure trustee. We would like the auction fees totaling {$3600.00} removed from the mortgage balance, since the auction was invalid solely through the fault of the foreclosure trustee, not the property owner or the auction winner. Following mortgage reinstatement, we attempted to pay off the mortgage per the attached payoff statement from Ditech. A check for {$36000.00} was sent XX/XX/2018 and funds were withdrawn from the issuing account prior to XX/XX/2018, which was before the XX/XX/XXXX deadline mentioned on the payoff notice. To date, these funds have still not been credited to the mortgage account, and during phone calls today Ditech representatives indicated that the check had been returned. This is not correct, a cancelled check copy is attached, and clearly indicates the funds were deposited to Ditech, the check payee. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX, RI XXXX
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Timely Response

2018-11-01

IL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: Around XX/XX/2018 I contacted my mortgage company to see if they were having refinancing specials such as paying for the appraisals and they said yes. So I applied to refinance on my home. They asked me what I thought the value was and I told them what last years ' value was based on a previous refinance which was {$160000.00}. I was approved to refinance and after submitting all my paperwork I was told a few of weeks later that an appraiser needed to come out and that I had to pay {$510.00} for it. I questioned the part about having to pay because initially I was told that I wouldn't have to so after consulting with their people, they said that I would get it back in closing. I asked if they could use the appraisal from last year since it was with the same mortgage company and they said no. Well the appraisal came back less than the previous years ' report. It was appraised at {$120000.00} and they denied me the refinance. I don't understand why my approval was based on last years and if that was the determining factor why didn't they do that first. I owe {$100000.00} on my home and couldn't understand why they wouldn't just refinance it with that amount. I felt discrimination from the appraisers when they came out and that they wouldn't give me a fair report. The home across the road from mine is listed to sell for {$490000.00} and the homes are valued much higher than that. I disputed that appraisal because the report wasn't accurate and the listing on XXXX doesn't give the accurate report of my home. The sq ft that's listed on XXXX is 1495 when actually it's 3400 sq ft. My dispute was denied and if I wanted to proceed with the loan application I would have to bring {$10000.00} to closing which I didn't understand. So the loan was denied and I'm out of {$510.00} and another inquiry on my credit report for the next 2 years. Which caused my score to drop. I still would like to refinance my home to take care of the financial needs that I have. I'm not sure what to do at this point and need help to at least get a refund.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2018-10-31

Ballwin, MO

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-10-31

Keeneyville, IL

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

2018-10-31

Long Grove, IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have been trying to resolve my mortgage servicing issues with XXXX XXXX Bank, XXXX and now DiTech for the last few years. At this time I am facing foreclosure despite the fact that I am in a financial position to afford a reasonable payment. My home is encumbered by a XXXX loan backed by XXXX XXXX and I am aware of several programs that are available for homeowners in my situation. My issue is that DiTech is denying access to these programs and has not conducted a review of my current and correct financial information in order to determine eligibility. I went through a true hardship and missed two payments and immediately attempted to fix the problem. Since that time I have been mired in bureaucracy and have been unable to get the lender to work with me to resolve the matter. Through this process I have discovered serious inconsistencies in my paperwork and have not been given accurate information by the agents at my loan servicer. I am requesting that DiTech provide a full and accurate accounting of my payment history and application of funds in the escrow account. I also request proof that DiTech has entered into a pooling and servicing agreement with XXXX XXXX and that they have the legal authority to collect payments as well as initiate foreclosure proceedings against me. I am also requesting information regarding any type of " loss share ' agreement related to the failure of XXXX Bank and the transfer of my loan through the FDIC. I bought my home in XX/XX/XXXX and refinanced the following year through XXXX XXXX. I have worked as a XXXX for years and licensed XXXX for 15 years, but in XX/XX/XXXX. I went through some financial issues and in order to reorganize my debt I filed a Chapter XXXX bankruptcy but pulled out 3 years later and resumed making regular mortgage payments to XXXX XX/XX/XXXXt. In that same time frame my sister went through a divorce and ended up moving in with me along with her twin boys. My business was still struggling and I had to help my family through this crisis and missed two payments. I called XXXX XXXX to explain and tried to make a payment but was told that they could not accept it and that I would need to reinstate all past due payments as well as late fees. I could not come up with the money at that time and asked them to consider some type of repayment plan or forbearance agreement since I was only two payments behind, but the agents were not helpful, in fact they were rude. I soon began being bombarded with harassing collection calls from XXXX XXXX and they were so frequent that I filed a complaint with the Federal Trade Commission to get them to stop. The loan was then transferred to XXXX and I requested a validation of the loan which took several months. I noticed significant inconsistencies and improprieties relating to ownership of the loan and the securitization of my loan and the asset after the failure of XXXX and the temporary ownership of the FDIC. After dealing with me XXXX offered to extend the term of my loan to address the late payments but the payment remained the same. Although appreciated, this did not address the improprieties and outright errors in the calculation of the escrow account balance and the application of past payments. Additionally, any modification or forbearance agreement should take into consideration my financial hardships in order to offer a more affordable payment. Since the loan has been transferred to DiTech I have repeatedly requested that a full and transparent review be conducted of my current and correct financial information. However, I have run into roadblocks and been put into foreclosure. As a servicer of a XXXX XXXX/XXXX backed loan this company is REQUIRED to conduct a review of my current financial information in order to determine homeowner assistance options. I feel that Di Tech has intentionally obstructed this process.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Timely Response

2018-10-30

Columbus, OH

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

2018-10-30

Knoxville, TN

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This company continue to use every trick in the book to raise my mortgage. They forced escrow on my account after seventeen years of me paying them. Now they are trying to force place insurance on the property even with me sending proof there times and my insurance agency sending it twice. Each time they say they have not received the paperwork but we have confirmation of each. Now today they sent a statement saying my mortgage will go up again to XXXX a month. My mortgage started out at XXXX. This company is using unfair practices and is attempting to strong arm its customers.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-10-30

Oakland, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2018-10-30

Patterson, MD

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: Please note, I have reviewed my entire account and payment history to date, and it seems Ditech have overcharged my mortgage account and made several fraudulent adjustments to my account on several occasions ( dated XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ). Each time Ditech charged me an additional {$2000.00} instead of refunding the original {$2000.00} that was supposed to be credited to my account per the letter from Ditech general counsel. After combing through my account several times, the balance owed to me is {$6500.00}. Attached are copies of all calculations supporting the balance of {$6500.00} that is owed to me, plus supporting comments of Ditech fraudulent mortgage lender practices.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Timely Response

2018-10-30

Rncho Domingz, CA

Incorrect information on your report

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

Account information incorrect
Complaint: Over the past 6 months I have paid my mortgage early or on time and each month Ditech Financial LLC representatives have misapplied my payment to principal only. They than assess a late fee which I follow up with an on line chat or a phone call. Each month they have corrected the problem and reversed the late fee. Each month when I have communicated with them I have asked if there is something wrong with the remittance from my bank and have been told, " Not that they can see. '' When XXXX 's payment was misapplied I called and the person I spoke to told me that their system just did that sometimes. He suggested that I set up an auto-pay. I explained to him that since Ditech could not manage a simple payment application process correctly I was not inclined to open up my bank account to them and asked him to try to find a solution for them to receive and process my bank check properly. This past month they did neither and they also sent late pay information to credit agencies for myself and the joint owner. I paid the mortgage on XX/XX/18. It is visible in the on line history of my account. They again applied it to principal only. I sent a chat to have them fix it as I have done for many months on XXXX. I was less polite then normal and in response they have continued to charge me a late fee and have apparently sent incorrect information to the credit agencies about our on time payments. I have attached the records that are available to me on line so you can see the payment from theXX/XX/XXXX and the re-allocations before that to correct the same issue over and over again. I have also attached the record of my communications with them. Again over and over again. I have since them a registered letter and I am contacting your agency to see if there is anything you can do to help me resolve this issue. Thank you,
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Timely Response

2018-10-29

Tonawanda, NY

Attempts to collect debt not owed

Debt collection: Other debt

Debt is not yours
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Timely Response

2018-10-28

Wesley Chapel, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We contacted our mortgage lender on XX/XX/XXXX with an email requesting PMI removal as per their instructions. We were told processing would take 7-10 days for a third party appraiser to come out and begin process. No response. We called the lender on XX/XX/XXXX to check on status and they claimed never receiving the first email. We again emailed the same PMI removal request. They confirmed receipt of email and told us it would be expedited. No response. Called the lender in early XXXX and asked about status to then be told the process takes 30-45 days! No response since then. Now that the 45 days have passed, we have still not heard from the lender.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-10-27

Philadelphia, PA

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

2018-10-27

WV

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I have requested a short payoff approval letter for {$60000.00}. This is the second mortgage on my property. Two months later the mortgage company has not responded with a payoff approval letter so that I can refinance this property. The second mortgage is delaying my efforts to refinance my property. The second mortgage, Ditech, is putting me in danger of the making the bankruptcy court to eventually sending the property to a foreclosure upon and sold at an auction sale. My attorney has informed me that the second mortgage will not receive any money from the foreclosure auction sale if this happens. I need a response from Ditech Financial LLC if it is going to give me a short payoff approval letter that it is accepting the {$60000.00} as soon as possible. NOTE : Ditech needs to communicate with my attorney, XXXX XXXX or the mortgage finance company representative, XXXX XXXX ( XXXX ) XXXX, to let them know if Ditech will be giving me a short payoff approval letter.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Timely Response

2018-10-26

Oxford, GA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Ditech received a complete loss mitigation application on XX/XX/2018. Ditech reviewed the loan for a modification and the request was denied. The enclosed loss mitigation denial letter was sent to our attorney on XX/XX/2018. Ditech apologizes for any inconvenience or confusion you have experienced as a result of this issue. In a further effort to assist you, Ditech submitted a request to the investor for an exception to approve the modification, but the investor denied the request. The investor is XXXX XXXX. We asked to get on a repayment plan that XXXX XXXX offers on " Know Your Options ''. What is a Repayment Plan? With this option, you spread out your past due amount added on to your current mortgage paymentsover several months in order to bring your mortgage current. A Repayment Plan may be an option if : You are ineligible or dont want to refinance You are facing a short-term hardship You are a couple ( or several months ) behind on your mortgage payments You can now afford your monthly mortgage payment Ditech stated we can't apply for a repayment plan. It appears Ditech and XXXX XXXX are not trying to work with us on our mortgage. There are several options to help homeowners however we've been denied on the services that are offer.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-10-26

Cedar Hill, TX

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Complaint: The following complaint XXXX was closed by the CFPB on XX/XX/XXXX. However, the information received was not for MY Ditech Financial account. My monthly payment IS NOT {$830.00}. I have no late charges assesed to my accound and no NSF fees. There is no monthly ACH draft. Please be advised my dispute was in reference to credit reporting. The CFPB closed the account in error. The CFPB Complaint process is BROKEN. In addition, the CFPB does not allow the consumer to respond other than providing feedback that is not read or resolved. MY COMPLAINT Review of recent credit reporting ( XXXX Report # XXXX ) indicates Ditech has reported my account delinquent XX/XX/XXXX ( 60 days delinquent ), XX/XX/XXXX ( 60 days delinquent ), XX/XX/XXXX ( 120 days delinquent ), XX/XX/XXXX ( 120 days delinquent ), XX/XX/XXXX ( 150 days delinquent ), and XX/XX/XXXX ( 180 days delinquent ). However, the loan was on an Active/Performing Unemployment Forbearance Plan. The Unemployment Forbearance was submitted XX/XX/XXXX and approved XX/XX/XXXX effective XX/XX/XXXX through XX/XX/XXXX in the amount of {$390.00}. Ditech erroneously cancelled the Unemployment Forbearance Plan on XX/XX/XXXX due to the automated process of a Loan Modification Solicitation being mailed. A complaint was filed on XX/XX/XXXX and Ditech remediated the error and obtained approval from the Investor XXXX XXXX for an extension of the existing Unemployment Forbearance. Correspondence was received from Ditech ( XXXX XXXX ) dated XX/XX/XXXX indicating the Unemployment Forbearance Extension was approved effective XX/XX/XXXX through XX/XX/XXXX in the amount of {$390.00}. The loan was under Error Resolution review XX/XX/XXXX through XX/XX/XXXX. Unemployment Forbearance payments were Paid as Agreed, as stipulated XX/XX/XXXX through XX/XX/XXXX. The credit reporting account status should have been reported as Active Forbearance -Paying as Agreed XX/XX/XXXX through XX/XX/XXXX. According to 12 CFR Part 1024.35 ( b ) and ( i ) Regulation X of the Error Resolution Procedures the Mortgage Servicer ( Ditech ), after receipt of a notice of error, a servicer may not, for 60 days, furnish adverse information to any consumer reporting agency regarding any payment that is the subject of the notice of error. Therefore, the loan should not have been reported as delinquent XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX as the loan was under review for the complaint filed XX/XX/XXXX. The loan was also brought current XX/XX/XXXX in the amount of {$7.00}, XXXX and should have been reported as current for XX/XX/XXXX. In addition, the Investors ( XXXX XXXX ) Credit Bureaus Requirements ( XXXX ) also require the Servicer ( Ditech ) to provide a complete and accurate full- file status report for all mortgage loans to each of the four major credit bureaus describing the exact status of each mortgage loan as of the last day of each month ( delinquent mortgage loans including 30, 60, 90+ day delinquencies, forbearances, modifications and liquidated mortgages ). ALL credit reporting bureau information ( XXXX, XXXX, and XXXX ) is required to be updated accordingly. Company 's Response Payment Application and Payment History Our records reflect that Ditech Customer Service has previously responded to your complaint and have sent you a copy of your payment history, which identifies how your payments have been applied. Enclosed please find another copy of your payment history. Ditech has reviewed your payment history and have determined that no payments were received in XXXX or XX/XX/XXXX. On XX/XX/XXXX, Ditech received funds to apply to your XXXX, XXXX, and XX/XX/XXXX payments. Late Charges Your payments are due on the first day of each month. Under the terms of the Note ( attached ), a late charge of 4 % of the principal and interest may be assessed if the payment is not received by the 15th day after the due date. Ditech will not and has not assessed multiple late charges per month. As of today, you have outstanding late charges assessed in the amount of {$170.00}. Ditech has reviewed your payment history and the late charges have been assessed accurately. NSF Payments On XX/XX/XXXX and XX/XX/XXXX, Ditech receive Automatic Clearing House ( ACH ) payments on your account each in the amount of {$830.00}. On XX/XX/XXXX and XX/XX/XXXX, these payments were returned as NSF. Your account was assessed NSF fees in the amount of {$60.00} XXXX {$30.00} each ). I have enclosed a copy of the notices that were sent to you for your records. I have also enclosed a copy of your payment history and have highlighted the transactions. On XX/XX/XXXX, Ditech sent you a notice that the ACH payment option was discontinued pursuant to your request. Escrow Account The HOI coverage listed on your account as of XX/XX/XXXX was for XXXX, policy # XXXX, and the premium was paid on XX/XX/XXXX, in the amount of {$870.00}. According to our insurance vendor, they received another HOI policy from XXXX XXXX XXXX, policy # XXXX on your account. On XX/XX/XXXX, the attached notice requesting information on the duplicate policies was sent to you, but no response was received back from you. Our insurance vendor has verified that there are currently two active HOI policies on your account. On XX/XX/XXXX, Ditech disbursed funds in the amount of {$1000.00}, for the XXXX policy, which did leave your escrow account negative. Ditech has an obligation to pay the HOI premium to protect the investors ( XXXX XXXX ) interest in property, and if the escrow account does become negative after a disbursement, Ditech will advance funds. As of today, your escrow balance is {$170.00}. On XX/XX/XXXX, Ditech received an online request to have another escrow analysis prepared because you had obtained a new HOI policy ( see enclosed ). An escrow analysis was prepared on XX/XX/XXXX, that identified an escrow shortage in the amount of {$950.00}, which did increase your regular monthly payments from {$820.00} ( escrow of {$190.00} ) to {$910.00} ( escrow of {$280.00} ) effective with the XX/XX/XXXX payment ( see enclosed ). The increase in your monthly escrow payment was caused because of the two HOI disbursements on XX/XX/XXXX ( {$870.00} ) and XX/XX/XXXX XXXX {$1000.00} ). If you received a refund from XXXX, please forward the funds back to Ditech so we can apply it back to your escrow account. Account Representatives We apologize that you feel that you were harassed since our goal is to treat all customers in a courteous and professional manner. If you can provide more specific information Ditech would be happy to review the matter further. As a courtesy, Ditech has ceased all outbound telephone communications on your account. However, for your convenience, we will continue sending billing statements and legally required notices.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-10-26

Temperanceville, VA

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: On XX/XX/18 at about XXXX I had called Ditech Financial LLC.. ( XXXX ) XXXX and a Mr. XXXX was helping me and I told him that I was verifying bank wiring information for the pay off of a loan. I stated that I had a pay off letter that I had received on the Ditech website under my online account and I would like to pay the balance on my loan. He was rattling off routing numbers for XXXX and gave me a different account number than the one that was on the pay off letter. I told him to e-mail me the new bank information under Ditech LLC letterhead and he stated to me that he could not do that and that he could only give it to me over the phone. I said I was not comfortable with that and he told me to hold on so that he could talk to his supervisor. Once he came back he said the information on the current pay letter was accurate and that they are going to a new account at XXXX real soon. I stated that I just wanted to make sure the money transfer would go smoothly. On Friday XX/XX/2018 at about XXXX. I called XXXX and made the money transfer to XXXX XXXX XXXX for Ditech Financial LLC.. The wire transfer was for {$19000.00}. At about XXXXXXXX XXXX I called Ditech Financial LLC at ( XXXX ) XXXX to talk with somebody to let them know of the pending wire transfer. The first lady I can't remember her name stated that I just transferred the money to the wrong account she stated that she would talk to her Supervisor to see what they could do. When she came back she stated that her Supervisor stated that I need to call the bank immediately to reverse the transfer and that they would give me the new bank and accounting numbers. She asked me why I did not call them first to verify this and I stated that I did the day before she asked me from who and I said I could not remember and she stated was it Mr. XXXX I said yes because that sounded familiar and she stated that he don't work in the pay off department so he should not have answered that question. She told me to hold on that she would look at the log to see what was said.. I stated that I don't know who works in what department nor do I know what new bank information for wire transfers all I know is what is published on their secure website. She stated to me there was nothing about verifying the bank transfer information in his log and I stated that was the whole reason I called I told her to me that was another red flag.. I also stated that this was a Ditech error and they needed to make the resolution because I did my due diligence as a consumer. After awhile her supervisor came on the phone her name was XXXX. I stated that all the cancellations will cost me money and time she gave me a fax number XXXX to fax her over all the extra invoices and they will reimburse me and I stated to her that a professional company would handle their mistakes. She said that she wanted to give me the new bank and account number do I have something to write with, I stated that I wanted an e-mail under Ditech letterhead before I redid the wire transfer. I told her that I didn't want to write it down in case I wrote or transposed a number she stated that she could not do e-mail to me and I stated all the other bank wiring information was public knowledge. She said well if you had something to write the numbers down and then I stated I do have something to write with and I can write the numbers down and that to me this is a red flag so please give me an e-mail under Ditech 's letterhead so that I can confirm the numbers she stated that she would do e-mail me the information so I gave her my e-mail information and we were talking a little bit and asked me if I received the e-mail I said that I did not.. I asked to confirm the right e-mail and she said it back to me correctly. She told me that it would take a little bit I agreed and hung up ... I then called XXXX to ask them what to do and they stated to me to ask Ditech if the account was closed because if it is it will come back automatically. If we do a cancelation request it will cost an additional {$15.00} and will take 10 business days to be credited back.. I stated that is not acceptable XXXX wanted me to call them back with the answer. I called Ditech at ( XXXX ) XXXX I did get a different person and I stated to her that I wanted to verify if the XXXX XXXX XXXXXXXX account for wire transfers was closed so that I could tell my financial institution what course of action we need to take.. She told me to hold on while she checked she came back about 30 seconds later and said no it was not closed and the wire transfer will work just fine and that XXXX XXXX XXXXXXXX will forward them the funds.. I said okay and hung up.. I was confused because I'm getting two different answers and the e-mail to send the new transfer never was sent to me as XXXX stated that she sent.. I felt that there was a scam or something was a miss I've never had a financial institution so unorganized and the left hand don't know what the right hand is doing. I went on line to get another number for Ditech to see if I get another different answer. I called ( XXXX ) XXXX I believe the person that answered was XXXX not to sure ... I asked her about the XXXX XXXX XXXX account and she stated that it was still active and that Ditech would receive the funding and that it would take 24 to 48 hours and I stated I understand that.. She stated that she verified this information with her supervisor that I should not worry. She got me account notifications set up for me e-mail and text and as soon as it hit 's the account I will know. I then stated that I wanted to lodge a complaint about the website having the wrong bank wiring information and to have that changed. Also, train the employees on what to do in these cases and keep the customer calm because I was freaking out I thought that I just lost {$19000.00}. I also stated that folks from other departments should not be answering other departments phones if they don't have the knowledge or experience as customers we don't know any of the inner working of Ditech. I felt like I had enough information and comfortable with the answers given and hung up.. I then felt like there was red flags that upper management needed to know about so I called the Consumer Financial complaint department ....
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Timely Response

2018-10-26

Laurel, MD

Struggling to pay mortgage

Mortgage: Other type of mortgage

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

Timely Response

2018-10-25

Eden Prairie, MN

Trouble during payment process

Mortgage: Other type of mortgage

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

Timely Response

2018-10-24

AL

Communication tactics

Debt collection: I do not know

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

Timely Response