Ditech Financial LLC

2018-01-18

Jonesboro, GA

Trouble during payment process

Mortgage: Other type of mortgage

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

Timely Response

2018-01-18

Merced, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-01-18

N Palm Beach, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2018-01-18

Sherman, TX

Attempts to collect debt not owed

Debt collection: Other debt

Debt is not yours
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-01-17

Church Point, LA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I purchased a mobile home in XXXX for {$40000.00}. I put down {$10000.00} and financing {$30000.00}. This was financed with Green Tree and they have since changed their name to Ditech Financial but it is the same company. On XXXX XXXX, XXXX, I will have been paying this mortgage for 20 years. The company now says I still have a balance of over {$16000.00}. I requested an amortization and according to this document, most of my payments have gone to interest with zero going toward the principal. When I questioned Ditech, I was told it was because of simple interest which is crazy because I should still have principal payments and not zero. According to my calculations, I have paid over {$80000.00} on a {$30000.00} loan. Ditech has sent me a letter stating that I owe over {$22000.00} on this {$30000.00} loan that I have paid on for 20 years. So for the past 20 years, this company has only applied {$8000.00} to the principal which is just crazy. I need help. I have contacted them and offered a settlement offer of {$3000.00} along with a hardship letter as I am now living on a limited income of {$850.00} per month. They have turned down my offer and asked for {$7000.00} and I have counter offered {$5000.00} but I feel that I have paid them enough. They have called me asking when I am going to vacate my home and I told them I wo n't leave. Please help.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Timely Response

2018-01-17

Baton Rouge, LA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Paid mortgage in full on XX/XX/XXXX and have not received escrow refund. Mortgage ( ditech ) company has told me I have to wait another 30 days. The mortgage company has stated that the check was processed on XX/XX/XXXX and would not discuss taking any actions until the 30 days expires.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Untimely Response

2018-01-17

Denton, GA

Trouble during payment process

Mortgage: Other type of mortgage

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

Timely Response

2018-01-17

Milford, MI

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

2018-01-17

Bremen, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Ditech 's communication practices to their customers are disconnected and unjust. On XXXXXX/XX/XXXX, I received correspondence from Ditech, my mortgage lender. The envelope was post marked XXXXXX/XX/XXXX and the letter was dated XXXXXX/XX/XXXX. The correspondence stated it was my 2nd and final notice to obtain flood insurance on my property. This was the first correspondence I had ever received. I contacted the company immediately the night of XX/XX/XXXX and spoke to a representative who informed me that the first correspondence went out on XXXX. I never received this correspondence. The representative then informed me that I had until XX/XX/XXXX to get flood insurance or according to their policy they would be buying the insurance for me and charging me for it. When this representative could not provide me with information or options I asked to speak to a supervisor. XXXX, a company representative, is who I was transferred to. I explained the situation to her and asked what my options were. She stated I had 3 business days to get insurance purchased on my property and that there were no extensions allowed. Neither representative could explain why I had n't received the XXXX correspondence nor could they explain why it took from XXXX to XXXX to get the 2nd correspondence. XXXX then stated they " assume '' the customer gets the correspondence when they have n't heard back from the customer. XXXX then put me on hold to check with another department, she stated. She never returned to the line and in fact, stuck me into the automated system where I was told the current wait time was 20 minutes. I immediately called the company back and asked again to speak to a supervisor. I was connected with another employee who graciously provided her name and employee ID and promised she would help me. I once again explained the situation and once again she had no options for me or explanations as to why the disconnect in communication from this company to its customers. She offered to transfer me to the flood determinations department but they were no longer open for the evening. She offered to file a complaint for me to the CFPB to which I authorized her to do as a result of the communication disconnect. She encouraged me to spend the next 3 days obtaining flood insurance quotes. As the call ended, I was left with the impression that I had 3 business days to get insurance or the company would put a policy in place and I would be charged. I found out the next morning that there is a 30 day waiting period for flood insurance anyway and it is not something you can get immediately. This confirmed that I had no recourse in this matter at the present moment. Ditech has not provided me with any information as to what may have changed about my property that it would all of the sudden require flood insurance. Where did they get this information from? Are there documents to prove this claim? Where are my copies of these documents? I have many more questions and no one from Ditech was able to answer my questions. They could n't even answer why the correspondence they sent out took 8 days to arrive. I am not including a copy of the letter they sent me as they can view this in their own system.
Company Response: Closed with explanation

Untimely Response

2018-01-16

Rio Vista, TX

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

2018-01-16

Coventry, RI

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-01-16

Katy, TX

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

2018-01-16

SC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: The property associated with this Ditech loan was sold on XXXX XXXX, XXXX. The attorneys who closed on this loan asked for a payoff figure which was provided by Ditech onXX/XX/XXXX. The payoff amount was {$150000.00} and was good through XX/XX/XXXX. At closing on XXXX that amount was deducted from my proceeds and was wired to Ditech the same day. Even though Ditech knew the loan was closing they funded a flood insurance policy on this property which is a condo and is covered by the HOA flood policy. The charge for this policy, on the contents ONLY of a two bedroom - two bath condo that was closing for {$170000.00}, was {$4500.00}. That policy was never provided but a policy that they later charged me for was charged at {$110.00}. Their claim is that because the {$4500.00} was taken from my escrow account on XX/XX/XXXX it made the payoff amount received too little to close the account. They decided to keep charging me for escrow payments on this condo that I do not own and have even paid the County taxes for two years and have charged those to me even though the County has returned at least one of these payments which they have not credited back to the escrow account they are still using for the condo I no longer own! The attorney that represented me at closing has tried to correct this, I have tried to correct this but they continue to charge expenses for this condo that I do not own and make harassing phone calls and will not close this account.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Timely Response

2018-01-16

Tucson, AZ

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

2018-01-15

Waukesha, WI

Incorrect information on your report

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

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

Timely Response

2018-01-13

Somers Point, NJ

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

2018-01-13

Fort Pierce, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I pay additional to the principal every month and every month my Ditech/ Green Tree mortgage company places my principal payment in either in applied funds or insurance or escrow. The most current unresolved problem is my XXXX 2017 payment. I paid the entire payment plus {$250.00} to principal. On XXXX-2017 it stated we owed {$250.00}. for the XX/XX/XXXX payment -they said they were aware of the problem when I called and were in the process of fixing it. The fix was now it says we owe {$1000.00}. I have called and emailed to no avail-not once in the over 3 years have they processed this mortgage correctly. Please help!
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with non-monetary relief

Timely Response

2018-01-12

Erwin, TN

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

2018-01-12

Arco, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have been working with Ditech to complete a loan modification since XXXX of XXXX. Since then, we have been calling in to get status updates weekly. Since XXXX of XXXX we call in and we are advised that " the file is in review ''. When we finally called back on XXXX XXXX, XXXX, we spoke with XXXX in their Loss Mitigation department and he looked deeper into the status of the account. At that time, he noticed that the file had never been submitted over to the Loss Mitigation department and the department I had been talking to was the Collections department. He advised that they are not even supposed to be providing status since they are not able to view the same notes. I have now wasted months with inaccurate information. XXXX did advise that he was going to have the file escalated to a Supervisor immediately and I would get a call within 48 hours. Today when I called, they advised that there had been no response to the escalation after being hung up on twice. At this point, I feel like I may lose my home due to their negligence. I need your help in stepping in. Please, i do not want to lose my home.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-01-12

Baker, FL

Trouble during payment process

Mortgage: VA mortgage

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

Timely Response

2018-01-12

Discovery Bay, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Below is my letter to DITECH stating the issue followed by their unjustified response. ; I included my Account number to them to ensure they could identify me by name or Loan Number. Before writing the letter we spent 30 mins on the phone to talk to a customer service rep who insisted that the {$65.00} fine for the {$61.00} deficit in the payment was justified and there was n't anything she would do about it. I think that more than 100 % penalty for an error originating from change in interest rate is egregious. Hello, I have been a loyal customer in very good standing since XX/XX/XXXX with XXXX before being transferred to Ditech about 4-5 years ago. Our payments have ALWAYS been on time on the XXXX of every month. For the First time in 13 years, the payment on XX/XX/XXXX was paid with an amount less than {$61.00}. Our payments for the last year have been {$1200.00} which we paid with Auto-pay. In XXXX, the amount changed to {$1300.00} and the Auto-pay paid the previously scheduled amount of {$1200.00}. This was NOT an intended dtefault in my mortgage payment. This was NOT an intentional partial payment for lack of funds. I have been slapped with a penalty of {$65.00} which is more than the amount I owe! Considering that this is the first time this has happened in 13 years AND considering that this was an honest overlook on the Auto-pay, I request that the penalty of {$65.00} be refunded to me as a good will gesture to a loyal customer in good standing. DITECH 's unjustified RESPONSE : On XX/XX/XXXX, at XXXX XXXX, XXXX wrote : Thank you for your recent inquiry. Ditech is unable to assist you at this time, as the information you provided can not be verified. If you are a Ditech customer, please visit www.ditech.comXXXX to register and log in, or contact our Customer Service Department at ( XXXX ) XXXX, Monday Friday, XXXX XXXX. to XXXX XXXX. and Saturday, XXXX XXXX. to XXXX XXXX. Central Time or send a signed request to : Ditech Customer Service XXXX XXXX XXXX XXXX XXXX, SD XXXX FAX ( XXXX ) XXXX Thank you, Ditech Financial LLC Customer Service
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Timely Response

2018-01-11

Northside, NC

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: About 6 months ago, I submitted a complaint directly to Ditech and to the cfpb. Ditech made several errors on my mortgage including changing my mortgage without my knowledge to include an escrow, incorrectly documenting that they paid my taxes, and reporting me delinquent to the credit bureau. This has caused and continues to cause me a great amount of stress and frustration. The complaint was closed with Ditech stating they had remedied the problem. I am now trying to purchase a car and pulled my credit report about 1 week ago only to discover that they are still reporting me delinquent. I called Ditech again and was transferred from department to department being told by each that it was a different departments responsibility. I asked multiple times to speak directly to a manager due to the ongoing nature of this problem and was denied and cut off while trying to explain the issue. After being placed on hold for several minutes the representative told me she saw the problem was because the escrow errors were never fixed and she would submit a complaint to that department. I told her the last complaint took close to 6 months to resolve and it was never actually resolved and it has caused my credit score to drop several points. I asked to speak to a manager again and she said there is nothing they can do. I told the lady I would pay whatever I needed to pay in order for them to make my mortgage right and remove the derogatory information from my credit report, however, prior to paying anything I wanted something in writing from them stating that they would remove the derogatory information. She said they would not do this and my only option was to wait for the complaint to go through the process. This company is very poorly run and one hand does not know what the other is doing. I pay my mortgage every month and continue to get letters offering options for financial distress. I want the errors on my mortgage fixed immediately and my credit report corrected. I do n't understand why ditech ca n't fix the problem they created.
Company Response: Closed with explanation

Timely Response

2018-01-11

Wonder Lake, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I filed an insurance claim an submitted all documents to mortgage company. I called in XX/XX/XXXX to advise work completed. The representative I spoke with Advised to send in pictures and lien waiver to close the claim. I did ask a few times if an inspection was needed and advised no. On or around XX/XX/XXXX, I received a call asking for repair status. I advised what I was told back in XX/XX/XXXX. The representative advised an inspection is needed. I said to request one. I called in today asking for a supervisor to have the call reviewed and asked for explanation as to why wrong information was provided. The supervisor I spoke with, XXXX, was very short and did not want to assist. Said that the " bottom line is inspection is needed. '' I agreed and said I have no issue with that but wanted call reviewed due to misinformation. The supervisor said " yeah, I 'll have c/s pull it '' I asked for a follow up and manager name. XXXX advised I could not speak with the manager nor could a name, number or email be provided. I work in the same industry and in the same type of roll. I felt very unheard and treated like I knew nothing and there was no time to assist me or willingness to review the call for an explanation. I now have my contractor calling day for payment I ca n't provide due to this hold up. Thank you.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-01-11

Tucson, AZ

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: We were approved for a trial plan last year with Ditech. our 1st trial plan payment of {$640.00} was due XX/XX/XXXX. when we called on XX/XX/XXXXto make the 1st payment we were told by Ditech they would not accept the 1st payment because our loan had been sold to XXXX XXXX We then called XXXX XXXX to make the payment and we were told by them they could not accept our 1st payment because the loan was still being transferred. we received a letter from XXXX stating the transfer was completed on XX/XX/XXXX, I called again to make my 1st trial payment and again they would not accept my payment because it was not the full amount. I explained to XXXX we were approved for a trial plan. From my understand when a loan is transferred all terms of the loan are transferred as well. XXXX should have honored the trial plan I was approved for. XXXX ID # XXXX is who I spoke with from XXXX XXXX would not accept my payment.
Company Response: Closed with explanation

Timely Response

2018-01-11

Chicago, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: 1. We opened a mortgage in XXXX. 2. Between then and XXXX, we made escrow payments totaling {$4600.00}. 3. We asked Ditech to close the escrow account in XXXX. 4. They closed the account in XXXX and refunded us {$1500.00}. This means they still owe us {$3000.00}. 5. On XXXX XXXX, we sent the following letter : Hi, Thank you for closing out my escrow account. In reviewing the documents associated with my escrow account close-out, I believe that you refunded me too little money. You refunded me {$1500.00}. My calculations in the attached spreadsheet show that I contributed {$4600.00} to this account. Please promptly refund me the difference of {$3000.00}. Thanks, XXXX 6. They wrote back a letter which I have attached below. The letter says " Enclosed, for your records and review, is a copy of the HUD-1 Settlement Statement. Please be aware that this statement does not reflect taxes being paid during the origination of this loan. '' 7. Ditech 's second sentence is factually incorrect. The first line on Page 4 of 4 in the HUD settlement shows that we paid {$6800.00} for " 2016 2ND INSTALLMENT TAXES XXXX to XXXX XXXX FOR 2016 TAXES '' at the closing. XXXX XXXX XXXX XXXX XXXX paid our property taxes and refunded us XXXX on XXXX XXXX. This refund posted to our account on XXXX XXXX, see attached. )
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Timely Response