Ditech Financial LLC
Consumer Complaints
There are over 14647 complaints on file for Ditech Financial LLC. Dated between 2019-12-10 and 2012-03-19.
Complaints Page 80
2018-02-01
Los Indios, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: In XX/XX/XXXX I was sent notification that XXXX XXXX, which had purchased my mortgage from XXXX XXXX 5 years prior had sold my mortgage note to Ditech Financial. For over 12 years I have paid my bill by automatic payment directly from my bank account. However, the new company said my bill was due on the first and they ( the customer service agents from the XXXX ) would only allow a 14 day grace period. I couldnt set up the payments for the XXXX because they wouldnt over extend themselves. I continued for close to 10 monthes making the payments online on the XXXX of every month without any late fee being assessed to my account. Then on the XXXX month I began receiving daily phone calls to pay, everyday until I either answered and made a promise to pay on the XXXX or the payment was made. The following month on the XXXX the calls would start again. I finally answered one call for the second attempt to set up payment with a supervisor on the XXXX of every month, I explained that as a XXXX I get payed on the XXXX and have been billed on the XXXX for over 10 years without issue. The supervisor suggested I pay double in order to get one month ahead and when I told him I didnt have that kind of disposable income he suggested that on the XXXX of every month I loggin to make a promise to pay online since the company Ditech would not accept any " late payments ''. The issue was seemedly resolved with a fix that was bothersome but not impossible, however I was put off with the new collection practices of the new servicing company. Finally this month, the XX/XX/XXXX I went online like I have been for a little over a year now only to find that I was assessed accelerated interest and late fees for the surpassing the 14 day grace period for payments. When I called to speak with a supervisor the company representative said that I should have been charged the late fee for the monthes past and that it was a company oversite and that the " original note '' signed in XXXX said payment would be made on the XXXX of every month and that I needed to comply with the original note. I told him my mortgage broker assured me that all payments would be deducted on the XXXX without issuee. I told him that XXXX and XXXX collected ALL payments on the XXXX. The supervisor was short with me and irrate and only after I said I was recording the phone call did they offer to remove the one and only late fee this once and suggest I contact the servicer of my mortgage XXXX XXXX. I was surprised to hear that this is the Financial Institution and not Ditech I mean XXXX XXXX no I mean XXXX who I have my original Mortgage contract with servicing my mortgage, Im so confused! They didn't provide me with any contact or further information for resolve but only suggested I XXXX it after he made comments that it would be " useless to request a change of date ''. They said I had less than one week to contact XXXX XXXX about my issue because they would need to collect payment for the month of XX/XX/XXXX on the XXXX or I would be issued a late fee 10 fold for all the monthes I was never charged one by mistake. They threatened to compile all the late fees and if need be proceed with penalties if I couldnt keep up with the date of the XXXX.
Ditech financial is currently servicing my mortgage and I am having issues with their collection practices amongst many other things. I want to know if I have a choice on who is servicing my mortgage or the due date that seems to change with the change of financial institutions.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-02-01
Foothill Ranch, CA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I was surprised to receive notice of my mortgage increase for the second time in eight months. I called Ditech about the reason for the increase and was not convinced about the explanations given. Ditech failed to hear my concern and what I had to say. Our loan is a fixed interest loan with monthly Escrow ( of property tax and insurance ) included. Since there was no significant increase in our county tax or property insurance, such increase can not be justified.
To confirm my suspicion, I exported the information from Ditech Annual Escrow Account Disclosure, the yearly evaluation of the escrow statement at my online account at Ditech.com. When I looked at the numbers from XX/XX/XXXXuntilXX/XX/XXXXin a spreadsheet, I noticed the discrepancies which prove my point about Ditechs uncalled increase. Clearly, the increase of {$45.00} on XX/XX/XXXX, and again onXX/XX/XXXX for {$42.00} can not be justified according to Ditech 's own escrow calculations.
I emailed Ditech with my findings but did not receive any explanations.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation
2018-02-01
Sylvester, GA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-01-31
Columbia, MD
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2018-01-31
Atlantic City, NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2018-01-31
AZ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Hello, I am writing to complain about my mortgage that was being serviced by Ditech Mortgage and then sold to XXXX XXXX XXXX. My mortgage was sold in XXXX by Ditech. My payments were being auto paid to ditech. at the time of the sale, I was not aware my mortgage was sold. My bank account was continuing to be debited for payments on the XXXX of every month. In XXXX I received phone calls from XXXX XXXX XXXX stating that my mortgage was past due and they were going to start foreclosure. I called ditech and they confirmed that they sold my loan to XXXX XXXX XXXX. They also confirmed that they had received my payments each month, and that they had not forwarded the payments to XXXX XXXX XXXX, but they would do so. Fast forward to today, I got another call from XXXX XXXX XXXX saying that I was still past due. I called ditech and they told me that it is their policy to make the first two payments, and then they forward any future payments back to the customer. They said they forwarded my XXXX and XXXX payments, but not XXXX, XXXX or XXXX because they sent them back to me. I said I hadn't received anything and they said that they had not sent them yet, but they would go out by the 2nd week of XXXX. They should have told me this rather than telling me they would forward all of the payments. Also, they shouldn't be allowed to hold my cash that long ... So, in this situation, I have continued to make my payments. The servicer has been happy to take my money, but since they didn't forward the payments, I am getting charged for late fees, and my credit is probably affected negatively. Even though I have done nothing but try and make my payment. I also want to complain about mortgages being sold. I own a couple of homes with multiple mortgages. I would say my mortgages have been bought and sold 20 times over the last 7 years. It is such an inconvenience to go through so much trouble every time a mortgage is bought or sold. Calling in to these banks and waiting on hold and then getting disconnected and then having to call back in is pretty standard. There should be a limit to the number of times a mortgage can be sold, or the customer should be able to opt out of their loan being sold, or the servicer should have to compensate the borrower for selling them and taking our time. Part of the problem is that they are relying on regular mail to notify me that my loan has been sold. I had no idea my mortgage was sold. I can't rely on regular mail in my line of work if I am notifying someone. I can't rely on regular mail if I am evicting a tenant and need to give them notice. I get 100 pieces of mail from XXXX XXXX XXXX. I just assume it is junk and throw it out. How would I ever see their welcome letter? The servicers should need to notify us our mortgage has been sold by registered mail. Or call me and actually speak to me, but regular mail is the least effective way to communicate. Why is it ok to use it when dealing with people 's biggest asset? Thanks
Company Response: Closed with explanation
2018-01-30
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation
2018-01-30
Pigeon, WV
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-01-30
University Park, IL
Communication tactics
Debt collection: Mortgage debt
Frequent or repeated calls
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-01-30
Carmel, IN
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-01-30
Coral Springs, FL
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2018-01-30
Mechanicsville, VA
Communication tactics
Debt collection: Mortgage debt
Frequent or repeated calls
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation
2018-01-29
Dunnellon, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I was a victim of hurricane Irma. I called after the hurricane to get an extension on my loan. I talked to a XXXX in XX/XX/XXXX. She and I filled out all the questions and I was told there would be no problem and that she would be sending me paperwork to sign and send back agreeing to the extension. The extension was for the months of XX/XX/XXXX, XX/XX/XXXXand XX/XX/XXXX. I was to start payments again on XX/XX/XXXX. I was contacted again in XX/XX/XXXX about my payment. I went through the process all over again with the extension. This gentleman was very nice and apologized for it not going through the first time and did not have a reason why it didnt. Again I was told the paperwork would be sent out and just to sign it and return it. I was then contacted in XX/XX/XXXX from a XXXX which was very rude and said that I was in default and I owed over {$1000.00}. I told him I did the extension and he said that i never returned the paperwork but I told him I never received any paperwork. He at that time told me that I should have called to see where the paperwork was. He also said i only had 30 days to sign and return the paperwork, which i was never told that by the other 2 people at any time that I can remember. I did send my XX/XX/XXXX payment in and also XX/XX/XXXX payment in on time. After doing the extension for the third time with XXXX the paperwork was mailed out on XX/XX/XXXX and was received by me on XX/XX/XXXX. I did call XXXX back before this because i had not received it and he faxed the paperwork to me, I picked it up, signed it and sent it next day mail on XX/XX/XXXX and was told it would be delivered by XX/XX/XXXX by noon that day. They are still telling me I owe them {$600.00} by XX/XX/XXXX which I disagree with but was told thats the only way to get it out of default. I have called twice and have asked them for my loan payoff and was told that they couldnt generate it at that time and would email it to me within 7 to 10 business days. I called back a week later and was told they would have to put in a written request for my payoff amount because it would have to be hand figured out.
This has also affected my credit score.
I want my payoff and I dont believe it takes 7 to 10 days for it.
I kept up my part of the agreement that I would start my monthly payments again on XX/XX/XXXX and was not late on any payments.
This has been going on for 19 days now.
Company Response: Closed with explanation
2018-01-29
Temperanceville, VA
Closing on a mortgage
Mortgage: FHA mortgage
Complaint: During the process of selling my home in XXXX, FL the title company, XXXX XXXX XXXX, requested a loan payoff amount as is industry norm. XXXX XXXX XXXX received the payoff amount by fax on XX/XX/XXXX from the lender, Ditech, which showed the payoff of XXXX listed on the statment as valid through XX/XX/XXXX. XXXX XXXX XXXX paid this amount to Ditech on XX/XX/XXXX with electronic IMAD # XXXX. I received a letter from Ditech approximately XX/XX/XXXX that stated that my payment was late. I contacted Ditech and they informed me that they had mis-applied the monies and that they in fact had a surplus in the account that would re-disbursed to me no later than XX/XX/XXXX. On XX/XX/XXXX I received a letter from Ditech stating that my loan was still open and that I owed in excess of {$800.00} that was dated XX/XX/XXXX. Upon calling Ditech I was told that they paid the taxes on XX/XX/XXXX therefore, the payoff letter was nullified. Ditech charged me in excess of {$1000.00} dollars in interest on the loan during this time. I then paid {$1000.00} from my personal account on XX/XX/XXXX to satisfy any possible outstanding balances even though there was a surplus of more than {$570.00} in my escrow account. Pursuant to federal law, being that the taxes for year to date had not been paid by anyone on XX/XX/XXXX, upon closing, XXXX XXXX XXXX paid the taxes on the property and they were received by XXXX XXXX XXXX Collector on XX/XX/XXXX with a check that cleared that same day. The reference number for the check is XXXX in the amount of {$1200.00}. XXXX XXXX Tax Collectors office informed me by phone on XX/XX/XXXX that they did not receive a check from Ditech for the taxes until XX/XX/XXXX and the envelope the payment arrived in was post marked XX/XX/XXXX. This does not match the payment date of XX/XX/XXXX as stated by Ditech. The rejection letter for the payment and check were returned to Ditech on XX/XX/XXXX by XXXX XXXX Tax Collector as the account had already been paid by XXXX XXXX XXXX on XX/XX/XXXX. XXXX XXXX Tax Collectors Office can be reached at XXXX option 2.I have all documents referenced and those that show I was continued to have interest charged on my account in excess of {$1000.00} even with the exacting dollar amounts listed as pay off delivered within one day of the payoff letter being faxed to XXXX XXXX XXXX. I have spoken to 5 or 6 different employees and each one has " no idea why all this happened '' but they " apologize and will do what they can to help '' which to date has been nothing. These people need to be held accountable for their ILLEGAL and UN-ETHICAL practices. Again, Ditech has not provided truths in this manner and this falls under predatory and illegal practices. Additionally, they have to date REFUSED to put any of the conversations over the phone in writing with me and they have REFUSED to send me a statement of my account with full payment history. They have preyed on me as member of the XXXX XXXX and I am certain they have done the same to others.
I filed CFPB Complaint # XXXX to which Ditech merely stated that it was an oversight on their part. Ditech they received their monies for the oversight on the paid the taxes back from a third party vendor on XX/XX/XXXX and that they would be returning my funds to me within 20 days. Ditech has yet to return the overage that they still hold of my money which by their own admission is greater than {$1200.00} USD, the loan closed on XX/XX/XXXX. Additionally they have yet to provide me with the requisite tax documentation from my mortgage account to file my US tax return with. Ditech continues predatory practices with no regard for regulations. They CAN NOT be allowed to continue to operate in this manner and the CFPB needs to investigate and provide documentation to the Federal Trade Commission, SEC or other governing entity regarding this un-ethical and unlawful lending processes.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with monetary relief
2018-01-29
Santa Ysabel, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation
2018-01-29
FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: In XX/XX/XXXX I submitted a loan modication application to XXXX XXXX with the help from my local Housing Agency to insure that all paperwork was in order. It was supposed to be a 90 day start to finish process. I spoke with a Greentree representative in XX/XX/XXXX after getting a 3 month deferment on my monthly payments because she called to let me know that my modification would not be processed until I made my XX/XX/XXXX payment and continued to pay during the modification process. In XX/XX/XXXX I contacted XXXX XXXX to find out what the status of the modification was and was told that they had lost my documents and that I had to reapply. In XX/XX/XXXX I resubmitted all documents and again waited for a reply from them. In XX/XX/XXXX I contacted Greentree to get an update on my modification and was one payment behind at the time of our discussion. I was told by the GT rep that she would throw my modification in the trash if I didn't make my payment via phone that day. By that time I had maxed out credit cards attempting to keep up the payments. I had a family member make payments to the amount of {$3000.00} and also used local services to help with the payments. In XX/XX/XXXX my paperwork for my modification was missing again. In XX/XX/XXXX after using up all resources available I applied for a loan modification with XXXX XXXX and received a letter on XX/XX/XXXX that the received the paperwork. No further information was sent on the results. In XX/XX/XXXX my home went into default and was sent a certified notice via XXXX. In XX/XX/XXXX the house was listed for sale. I diligently paid on the house for 18 years. I filed legal separation papers in XX/XX/XXXX and in the agreement the house was awarded to me. Greentree would not let me know who the title holder of the house was and refused to take my husband off of the loan. In XX/XX/XXXX I applied for a mortgage loan through XXXX XXXX XXXX for a lower interest rates that made my payments {$250.00} less per month and XXXX XXXX denied the request. While attempting to complete the modification process I was continuously redirected to collections department and was denied the right to speak with a representative in reference to my account status. I was threatend with foreclosure, ridiculed, called names and yelled at. I was told that on the XX/XX/XXXX of every month they dressed up like bums during their meeting to represent us losers. There many more things I could report on their customer service tactics but will keep focused on what's most important. It is my belief that XXXX XXXX intentionally forced me into foreclosure by their actions. I lost home, property, upgrades like buildings, fence etc. and belongings and live in a small camper. In XX/XX/XXXXI moved out of the home and signed the house over to XXXX XXXX with the promise that by doing so it would not be reported to the credit bureau. It is on my credit report and I was billed for {$1200.00} for cleaning fees. I hired XXXX XXXX in XX/XX/XXXX to sell the house and it was in excellent condition when I left it. I had 2 offers that were denied. I'm not sure who denied them but thought it needed mentioning. Thank you for your time and service. You help keep these fraudulent companies straight. Most of us have not got the resources to do this on our own.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-01-28
Rocky Ridge, MD
Incorrect information on your report
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-01-28
AL
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I purchased a mobile home in 2000 from XXXX XXXX XXXX in XXXX al.i was told by the salesman that I was approved for a use office trailer for XXXX I had several option 15, 20, 30 years and so I took the higher payment so I can pay off in 20yrs and now ditech say I have 13 more years to pay ... .and my balance is still XXXX..I just need some advice on do I need to contact a lawyer, and they call everyday every hour if the day ... I don't know what to do ... .the house need repairs but can't make repairs..
Company Response: Closed with explanation
2018-01-27
Blytheville, AR
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-01-26
Oxford, GA
Attempts to collect debt not owed
Debt collection: I do not know
Debt is not yours
Complaint: Rec 'd letter from Ditech Financial LLC, Attention : XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, AZ XXXX, dated XX/XX/2018. They are attempting to collect a debt on behalf of XXXX XXXX XXXX XXXX/XXXX XXXX XXXX XXXX XXXX. The Ditech Account Number : XXXX.
I am not the XXXX XXXX. XXXX they are searching and am irritated by Ditech 's tactic to send this notice to all XXXX XXXX. XXXX in the hopes of finding the right person. I am now having to spend my personal time to confirm to Ditech they have the wrong person due to their tactic and incompetence.
Therefore, I am requesting Ditech to cease further communication with me, and want Ditech to send me a check for {$54.00} ( my hourly wage ) for my time and effort to respond.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation
2018-01-26
Occoquan, VA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: This company Ditech, LLC is reporting incorrect information. I have never had a account with this company. They reported to credit bureaus that there was a cancellation of debt for {$4900.00}. This is incorrect.
I did have a loan with Greentree, LLC. So I do not know if this information was sold to Ditech, LLC. We do a short sale that closed in XXXX 2015. Greentree was paid and I paid them as agreed. I was never late. Ditech, LLC is reporting that were missed a payment in XXXX 2015 which the same month Greentree received a check for {$4900.00}. Which closed out the account.
I need to speak with someone at this company who can help me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-01-26
Gilmore, MO
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-01-26
Dallas, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My grandfather, XXXX XXXX on XX/XX/XXXX. On XX/XX/XXXX my grandmother, his spouse, asked me to call the mortgage company ( Ditech Financial LLC ) on her behalf and make a payment of {$660.00}. She explained she and my grandfather had fallen behind on their mortgage and she did n't have the energy to handle speaking with the mortgage company due to how they have spoken to her in the past. I agreed without hesitation to help her by calling the company and agreed to make the payment using her checking account information as she requested.
Upon speaking with a representative named " XXXX, '' I was greeted with a normal customer service interaction. She said I would need permission of my grandmother before I could discuss any account information or make a payment. I handed the phone to my grandmother who authorized me to act on her behalf for the phone call and payment. She also indicated that her husband, had recently XXXX XXXX, and that she was not feeling well enough to handle finances. She designated me as her " helper '' and gave the customer service representative authorization.
XXXX, the customer service rep began explaining to me how behind the account had fallen, how much was owed, etc. This information was not new to me. My grandmother already explained the account had fallen behind. She showed me letters in which she had received, and I read them.
I also watched as my grandfather XXXX in XXXX and was XXXX at home for months before his XXXX. His XXXX was traumatic and affected all of us deeply. He XXXX XXXX and XXXX, and when my grandmother explained to me that they had fallen behind on payments, I did not feel it appropriate to dig into the exact reasons why, what their money was spent on, and before speaking to her I had no idea they had even fallen behind.
XXXX, the customer service rep refused to take the payment my grandmother authorized me to make. My grandmother asked me to pay {$660.00}. She first told me she could only take a payment for the full balance due of over {$4000.00}. I knew for a fact that my grandmother could not afford to pay the full balance, and she did not authorize me to pay anything more than {$660.00}.
XXXX began asking inappropriate questions attempting to emotionally abuse me and harass me. My grandfather, my grandmother, and my mother had told me stories of how this mortgage company had harassed them in the past, even reducing my mother to tears at one point. I called the company with a clean-slate attitude and decided to be professional.
XXXX 's inappropriate questions were, " What happened to the money? '' " Why did n't they pay? '' " If you spend part of your time living there, why have n't you contributed to helping your grandparents? '' " Are you aware that we can foreclose on this house? '' Unfortunately, as I began answering many of her inappropriate lines of questions, she attempted to continue badgering me with additional questions and attempted to talk over me. I XXXX XXXX XXXX for five years, and I am a XXXX XXXX for an XXXX XXXX. This is the kind of behavior I have seen from adolescent teenagers. It was ridiculous, over-the-top, and quite frankly horribly insensitive given the fact that we had just XXXX our grandfather, of which, XXXX did not even acknowledge until the end of the call.
Unfortunately, I had to explain to XXXX that I do contribute to my grandparents and help them in every way that I can. Anything about what I do for my grandparents, however, was none of her business, and she had no right asking me why I did not help as if to use the XXXX of my grandfather to guilt me into feeling as though I did not help. She failed to do that, but the fact that she attempted to do it was disgusting.
Asking me what happened to the money? That was not my business, nor was I in any position to answer because I do not know.
Asking me why payments were not made? That was not my business, nor was I in any position to answer because I do not know.
I do know that my grandfather was XXXX, in XXXX, XXXX, and my grandmother was his chosen caregiver who had to XXXX him, XXXX XXXX XXXX, provide him with whatever he needed, spent months watching him XXXX until he XXXX XXXX and XXXX with several family members happening to be present on that sad and terrible day. She was mentally, physically, and emotionally exhausted. She was traumatized by his tragic XXXX, and quite frankly, I am extremely glad that my grandmother did not have to face the line of questioning from XXXX with Ditech Financial LLC.
Although I was disturbed at what kind of person would have the audacity to treat me in this way after just having lost my grandfather with the worst excuse for customer service I have ever experienced, I am wondering how she still works there, and quite frankly, if it is even legal to harass someone who simply granted a request from a grandparent to call and make a payment on her behalf because she was not feeling up to the task due to XXXX her husband of over 50 years.
Let me explain something to you about this " mortgage. '' My grandparents were simple people. My grandfather was a XXXX, and my grandmother worked at a XXXX XXXX. That was their jobs for most of their lives. Before that they XXXX XXXX in the fields. They were poor. The house which they were able to obtain was in terrible condition when they bought it. Walls in almost every room had the electrical wiring ripped out of every wall and socket, and the drywall had huge strips missing where two by fours and insulation could be seen. The foundation was poor leaving cracks all throughout the house. The roof leaks every time it rains. The plumbing is horrible. There are holes in the ceiling in which you can see the sky, half the electrical sockets and outlets do n't work. The house was crumbling and falling apart, and many family members have volunteered over the years to make as many repairs as possible to make the house something they could call a home. It was overpriced, crumbling, had an extremely high interest rate, but it was all they qualified for, and as they entered their retirement years, they felt it was their only choice.
For a house so dilapidated, for a shady mortgage, for a life XXXX, and for a family grieving, to have XXXX talk to me this way was downright deplorable.
Did I lose my temper when speaking with her, yes. Did I harass or abuse her as she did me, no I did not. As a matter of fact, I tried to collect myself so as not to anger her into taking retaliatory action and foreclosing on my grandmother 's house and forcing her to move after having XXXX my grandfather, her husband, of over 50 years.
XXXX offered a way to help alleviate the passed due mortgage payments, and add them to the end of the loan to bring the account current. She also spoke of applying for a loan modification. Although this was helpful, this does not in any way whatsoever excuse her horrendous an inappropriate, harassing behavior.
I have had all kinds of customer service experiences over the years. I used to work in XXXX for a major company myself, and worked in XXXX XXXX. Never have I witnessed the tactics I experienced from XXXX.
This customer service representative needs to be investigated and fired. The company 's collection practices need to be investigated. Ditech has a recording of this phone call because the phone call began with a recorded message saying the call was being recorded.
While doing your investigation, be careful not to rely on XXXX 's notes regarding the interaction. I could hear her typing furiously as I spoke to her. I asked her to make specific notes on the account. I told her to please note that I was attempting to make a payment of {$660.00} as my grandmother had asked me to do, but that she was refusing the payment. She proceeded to tell me that no, she would not note that on the account. I pressed mute on my phone to discuss the interchange with my mother who was listening to my side of the conversation as she sat next to me, and I put it on speaker phone. As I explained to my mother what transpired, all you could hear for minutes was the sound of keystrokes by XXXX, no doubt, putting detailed notes into the account of things I have no idea in which she was stating. Most likely putting in negative remarks that would portray her efforts in a positive light while leaving out her horrendous line of questioning, her aggressive, and her inhumane collection tactics.
Please investigate this customer service representative. Please investigate this company, and please follow up to ensure that they do not retaliate and evict my grandmother. We are trying to put our resources together as a family to help her get caught up on her mortgage, but she should never have to face the kind of tactics that I had to face when all I simply wanted to do was call in and make a payment.
For further reference, the account representative assigned to this specific mortgage account, I was told, is name is XXXX. Her extension I was told is XXXX.
This phone call took place on the afternoon of XX/XX/XXXX. A payment was made as authorized by my grandmother of {$790.00}.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation
2018-01-26
Weston, CT
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation
2018-01-25
Wallington, NJ
Incorrect information on your report
Mortgage: VA mortgage
Complaint: I am currently paying a mortgage with Ditech Financial LLC. There are four missing payments on my credit report that I have made on time. XXXX XXXX, XXXX XXXX, XXXX XXXX & XXXX XXXX. I also have 9 missed payments reported on my account which is impeding the growth of my credit score. I understand how gravely important it is to make payments on time and have displayed that over the past year in which I have not missed any payments and was hoping for forgiveness on some mistakes I made in the past.
Company Response: Closed with explanation