Ditech Financial LLC

2017-12-27

Dairyville, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-12-27

Swiftwater, PA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I paid my payment online on XX/XX/XXXX of XXXX .. the funds were taken out of my account on XX/XX/XXXX because of the holiday.. My payment on the online account shows in suspense when I called Ditech to question it they state that it takes 5 days to be applied a glitch is in the system. In there interim i also notice that my escrow had an overage of XXXX dollars a check was mailed but they are trying to hold more escrow then needed if they apply this payment. I think they have my money in XXXX on the website to hold back giving me the full overage of escrow and carry it over into the new year. Online it looks as if I am 26 days late when they already have my payment and no one seems to be able to explain this to me. I paid the late fee and the mortgage with the escrow included. please investigate this for me.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Timely Response

2017-12-27

Santa Rsa Bch, FL

Communication tactics

Debt collection: Mortgage debt

Frequent or repeated calls
Complaint: I returned the call on XXXX/17 and the young lady was rude. She told me people that do n't work still pay the debts. Then she wanted to go through my finances with me. I do n't think that is any of her business. If she wanted to collect a debt she should work with that person, not tell them how or how much they need to pay.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-12-27

Shulerville, SC

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: In XX/XX/XXXX, I called to talk to DITECH regarding my escrow increasing from an escrow analysis performed in XX/XX/XXXX. They were increasing my mortgage payment due to an escrow increase. I asked them why they paid my taxes in XX/XX/XXXX when it should have been a XX/XX/XXXX for XX/XX/XXXX. I told them that paying early effects the low point in the calculations and they said it would not happen again. Come XX/XX/XXXX I found that they paid it again over 60 days early instead of XX/XX/XXXX when the payment should have been applied. This directly contradicted the escrow schedule provided in XX/XX/XXXX. I called them and asked for an explanation on why this occurred again. They said someone from Escrow would call me within 3 weeks. I waited the 3 weeks and no return call or correspondence came. I did however receive a notice that they were transferring the servicing of my account. This just seems like they transferred me out of retaliation when I was questioning them for manipulating the numbers to get more money out of me. I know they can have a cushion of 1/6 your annual escrow payout, and that they can bring the lowpoint to the cushion level. I feel that they are intentionally manipulating the numbers by estimating payments in one month but paying early to increase the lowpoint difference. I feel this is a shady business practice and down right predatory as we have no say in the transfers of servicing. Now I have to deal with the ramification of their miscalculations with another service provider. Since they have sold it, it now shows my lowpoint as XXXX when it should have shown a balance of XXXX which means they will charge me more money to bring up the lowpoint to the cushion. They need to be investigated for fraudulent manipulation of escrows as I am sure I am not the only one whom has had them do this. Also I think retaliation is a big issue.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-12-26

Cheverly, MD

Incorrect information on your report

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

Account status incorrect
Complaint: My wife and I have been negatively impacted significantly by Ditech erroneous reports. They have reported that I was late on my payments, or missed payments with them. This is absolutely false. I have never been late, nor have I ever missed a payment.
Company Response: Closed with explanation

Timely Response

2017-12-26

Boston, MA

Struggling to pay mortgage

Mortgage: Other type of mortgage

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

Timely Response

2017-12-26

Boca Raton, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-12-26

Austin, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: The company Ditech assessed a late fee for a payment. According to the Ditech representative I spoke with, the only way to make sure the late fee is paid off without the payment going to the principle or interest on the loan is to pay {$19.00} to have a representative take the payment over the phone. This is an unfair fee to cover a late fee of {$70.00}. Other methods of sending in a check are no guarantee that the late fee will be paid according to the representative I spoke with at XXXX XXXX CST on XXXX XXXX, 2017. What is the purpose of this unreasonable fee for making transactions over the phone?
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Timely Response

2017-12-23

Nappanee, IN

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: I have previously submitted 2 complaints about this company and situation. Previous complaint # XXXX and # XXXX. Pertinent documents were attached with the previous complaints.The saga continues. I had XXXX this year and made a payment arrangement with the mortgage company to spread the payments I would miss over a course of months. I received a signed letter from the company stating what the arrangement agreement was. A month later I received a letter stating I take a loan modification or face foreclosure. That problem was supposedly resolved after the 2nd complaint to you. On XXXX XXXX, XXXX at XXXX XXXX I spoke with XXXX at XXXX XXXX about a payment made and advised her it was guaranteed to be received that day. She proceeded to ask if this was the amount on the loan modification that was showing on my account. Imagine my frustration and disgust that this company is still trying to bully me into this modification. A loan modification would benefit them by extending the terms of my loan and give them added interest payments on that loan. I informed her there should not be a loan modification and asked why it was still showing. No answer to that. I fear that this will be an on going problem and this company has shown over the years that they ca n't be trusted. My mortgage was sold to XXXX many years ago, their name changed to Green Tree and now it 's Ditech. All owned by the original Everhome. It 's just the wolf in a sheeps clothing. Also as a result of the original complaint I was not to be contacted by phone anymore and of course, that is still happening. I sincerely wish I could get this mortgage into a more reliable and trustworthy company.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2017-12-23

Newnan, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I called to request a loan modification and was told by an agent that I did not qualify for a loan modification, and in order to do so I would have to stop making payments in order to qualify for a short sale or a deed-in-lieu. I began completing paperwork to begin the short-sale process. While doing so, I stopped making payments, as advised. I listed my house for sale with a real estate agent, and have since gone under contract for {$100000.00} which is roughly {$7000.00} over the payoff amount of the mortgage. Whenever I forward the information to Ditech, they tell me one of the following, in various orders : ( a ) they have not received it ( b ) its not complete ( c ) its the incorrect form ( d ) its nothing that they can do ( e ) they are not going to do anything to change the foreclosure date I have never been able to complete the paperwork, according to ditech even though I am constantly following up with them. Ditech 's representatives make it entirely too difficult to complete the paperwork, as most of it is not available to be done via a webapp and it 's hard to verify or confirm whether or not they have truly received my paperwork via fax and/or email. I have even heard that my emails are too hard to read so they have thrown them out. My real estate agent and I have both pleaded with the company telling them that we have offers far above the payoff amount of the loan. It seems that the mortgage company is more interested in foreclosing on my home than they are with actually helping me to sell it.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-12-22

RI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I refinanced with Ditech to make my mortgage affordable. My payment was reduced to about {$1100.00} a month on or about XX/XX/XXXX. Shortly after I was notified that I had an Escrow surplus due to insurance or taxes in the amount of {$1200.00} or so and subsequently a check was mailed to me. To be sure I would not have to repay at a later date due to a mistake on the part of Ditech, I called and was 100 % assured that there was no mistake and that I would not have to be concerned with repayment at a later date due to any mistakes, etc. In XX/XX/XXXX, without a notice, my escrow and subsequently my mortgage payment increased to {$1200.00}, about {$120.00} a month increase. I tried to rectify this with Ditech, citing it as a bank error. Ditech 's reply was that they are bound by law to send an escrow surplus to the borrower and that I just have to pay it back over a 12 month period. 1. I was not notified of the increase. Auto draft just appeared in my bank account. 2. I have paid the amount of {$1200.00} in protest and have discussed it with Ditech. 3. Ditech will not absorb the amount in light of this situation My question is can a mortgage company do this? Because it is a hardship to pay {$120.00} additional/month I have requested that the amount, after paying 2 months thus far in the amount of {$1200.00}, that the remaining amount be stretched out into 36 payments to make it affordable. That has not been decided yet, but will be in 3 to 5 business days from now, XX/XX/XXXX. I am asking for this payment arrangement, but I still want to know if I have a legal leg to stand on. At the very least Ditech should be bound to explaining this when handing out a surplus check so that the borrower has the option to put the check aside while waiting to see if it actually a surplus. And second, at the very least Ditech should have the common decentcy to notify a borrower when they are increasing a mortgage payment {$120.00} a month. They did not. If the lending laws are on the side of Ditech, it is a shame. I did everything in good faith, including calling them to make sure the escrow surplus check was mine to keep, and was assured it was. I consider this a bank error. But I am not familiar with such laws governing this situation.
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Timely Response

2017-12-21

San Antonio, TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: I have a mortgage that is serviced by Ditech ( https : //www.ditech.com/ ). I 've noticed a flaw in Ditech 's online payment process, that I believe to be an intentional act of deception to increase their own revenue in a way that a consumer ( borrower ) would never notice. Let me explain : When initiating an online payment on Ditech 's customer portal, the main welcome screen after logging in will show my current mortgage balance. If my payment is late, or there are any other applicable fee 's, this number will reflect them. Now, I click the green button to " Make An Online Payment '', and I 'm redirected to a screen with my past payment history. Here I see a ledger of my prior payments. I then click continue and I 've arrived at the Electronic Payment form which has my payment amount pre-populated for me. Maybe you 're thinking, " How nice of Ditech to make it easy and pre-populate my payment amount ''. WRONG! Yes, that would be convenient assuming I did n't have any late fee 's, but let 's assume I 'm making a late payment. Their form will still only display my monthly payment without penalties and fee 's. Nowhere on the payment form does it show anything about late fee 's. What 's worse is, the total payment field can not be edited, but they do include an " additional amount '' field where you can add to your payment. Ok. So I login. I see that I owe {$1600.00} from my main welcome screen. *Click* Make Electronic Payment > Continue > Electronic Payment Form. *Click* I see that my payment amount is pre-populated, but this number says {$1600.00}. Huh? *Click* Back Arrow, Back Arrow, Back Arrow *Click* Ah, I see, I owe some late fee 's. *Click* Forward Arrow, Forward Arrow, Forward Arrow *Click* Now I add that amount in the " additional amount '' box underneath " payment amount '' and everything is copacetic. How many people do you think completely miss the fact that they must manually add in their late fee 's? Making a payment in a hurry, I would imagine a very large number of people click through each of the screens without even realizing that Ditech wo n't include the late fee 's on their pre-populated " payment amount '' box. By leaving the {$50.00} late fee off, next month that late fee will grow and grow..and grow, leaving Ditech with a nice little bonus. Multiply that by the amount of loans they service and it probably adds up to a very large number. They have a very sophisticated portal, so I can not imagine this being a technical limitation. I mean, all they would need to do is pull a different number into the form ( instead of the monthly payment, pull the current balance ). Alternatively, they could include my late fee amount on the payment form, in red. They are a massive company that has been in business for a while, so I do n't see this being an accident either. It looks, smells, and feels like deception.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-12-21

TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On Monday XXXX XXXX, I received a call from Ditech, my mortgage company advising me I was late on my XXXX payment. I advised them that the payment was sent and received on XXXX XXXX and that they were mistaken. I was then told that the payment for XXXX XXXX had not been received and I advised them that the payment had cleared my bank on XXXX XXXX. The Rep then stated that " Ditech '' had inadvertently credited my account with 2 payments in XXXX XXXX, when it should actually should have been credited one payment. They stated that I needed to pay this payment to make the account current. At this time Ditech has started adding late fees and Im sure my Credit Score will soon reflect their mistake. It is beyond me why I should pay to correct their mistake. They could not provide me any answer as to why I 'm being forced to pay for their mistake. I am current on all payments.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2017-12-20

Desoto, TX

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

2017-12-20

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XXXX I contracted with Ditech Financial LLC ( current name ) for a home loan. My history with them has been impeccable ; no late pays, no insurance or tax issues. In XXXX of XXXX I hired a lawyer to represent me against an eminent domain taking by XXXX XXXX XXXX XXXX ( XXXX ). On XXXX XXXX, XXXX there was a court hearing and my a portion of my land was taken by XXXX. At that hearing Ditech ( XXXX ) sent an attorney as well. I personally spoke with this XXXX attorney informing him that XXXX has no cause for concern. I am a customer with a perfect pay history and that I plan on paying off my mortgage in full in XXXX, no further legal action in this case need be done. I went to mediation with XXXX when the project was completed on XXXX XXXX, XXXX to settle with them. We reached a settlement which was more than enough to pay my mortgage in full. I instructed my attorney to contact XXXX and let them know I have instructed the clerk of courts ( who handled the settlement proceeds ) to send XXXX my payoff check directly to them, so no further legal action was required from their legal team. On XXXX/XXXX/XXXX XXXX deposited the final settlement amount into the XXXX County ( XXXX ) court account. My attorney contacted the attorney for XXXX, XXXX XXXX ( XXXX ) to complete a joint motion to withdraw funds from XXXX. He requested from XXXX a payoff amount so that I may agree to it before the filing. The payoff amount included {$2400.00} in legal fees. I wanted a breakdown of these exorbitant fess ; since they were assured that the mortgage would be paid first from the settlement funds. My Attorney sent numerous requests for this breakdown and they were basically ignored between XXXX and XXXX. He contacted me and stated these facts. I called XXXX myself on XXXX and for 5 days on and off the phone with managers demanding to know a breakdown of these fees, with their attorney ( XXXX ) refusing to communicate this information. They emailed me invoices in the amount of {$1800.00} and could not justify with any documents the remaining {$660.00} in fees. After reviewing the invoices from ( XXXX ) she made claims of contacting my attorney on dates which he had no record of. After hours of arguing with them on XXXX we finally agreed on a legal fee amount of {$520.00} ( the fees associated with the XXXX/XXXX/XXXX court hearing ) I stayed on the phone with them that evening until they emailed me a new payoff with this amount of legal fees. All this wrangling from XXXX thru XXXX caused me to accrue an additional interest charge of {$9.00} per day. I emailed the payoff to my attorney that evening and he prepared the Motion to Withdraw Funds on the next day ( Saturday ) and sent it to XXXX for approval on Monday XXXX. It took her all week to respond and my Motion to Withdraw was finally sent to the XXXX Clerk of Courts on XXXX/XXXX/XXXX. It had to then be signed off by the Judge and then dispersed. According to XXXX clerks office the check in the amount of {$36000.00} was mailed by registered return receipt on XXXX/XXXX/XXXX to XXXX the attorney for XXXX. XXXX insisted that the payoff be sent to her office and not directly to XXXX. I have a letter from the clerks office with a copy of the signed delivery record that XXXX office received my payoff check on XXXX/XXXX/XXXX. I was assured that my interest would stop on that receipt date. My mortgage payment due date was the XXXX of each month. I called XXXX on XXXX/XXXX/XXXX wanting to know where is my payoff??? Why has it not been applied??? I had a payment coming up on the XXXX and this check needs to be applied!! I was told that they have no record of receipt from XXXX 's office. I asked them to please call XXXX to find out where my payoff is ... .they sent it up for research. I received no callbacks from XXXX so on XXXX/XXXX/XXXX I called XXXX again. They stated again that XXXX is supposed to update my file upon receipt of any funds on my account and since there is no update then XXXX has not received my check. I became concerned and called the Clerk of Courts office to ask for proof on receipt. The check not only was received by XXXX, but the check was endorsed and deposited and has paid through the XXXX clerk account on XXXX/XXXX/XXXX!! I called XXXX back with this information and implored them to call their attorney to find out where is my payoff??? Their answer to me was " No one here can make that call ''. I said what does that mean? This is your attorney, hired by you, to handle you legal cases, of course you can call her! No, she said " No one here can make that call '' but I can give you XXXX XXXX number and you can call her! I said " you are kidding me!!! '' and said give me the number..she did and I called and spoke to XXXX XXXX assistant. He slammed me stating that I did n't have the right to call her and she will not speak with me. I told him that XXXX refused and I need to know why my payoff has not been completed!!! He put me on hold, came back and told me yes they received my check on XXXX/XXXX/XXXX (? ) and it is in process. He told me to call my attorney and hung up!!! At this point I am appalled!!! They had not processed my payoff or even notified XXXX that they had received it!!! My attorney told me that he would handle it ... .he made contact with XXXX and she told him the payment would be applied on the XXXX so that I did n't need to make that payment. Since the payoff they had was from XXXX and I had made the XXXX payment they would owe me a refund. I was assured that my interest would be calculated as of XXXX/XXXX/XXXX and a refund would be issued. So I waited ... ..I received my payoff check and I called XXXX XXXX/XXXX/XXXX asking for a breakdown of the interest. I was told that my payoff was received on XXXX/XXXX/XXXX and I was charged interest through the XXXX. I told her to read the notes and that I have proof that XXXX received my payoff on the XXXX. She said she would send it for review that I would be contact within 3 days. No one called or emailed me so I called XXXX once again on XXXX. She told me that a my case was in process and would be resolved shortly. On XXXX still no contact, called again they told me the same thing. On XXXX I received my first and only response from XXXX with an email stating that my " XXXX/XXXX/XXXX call has been resolved. Thank you for bringing this to our attention. We appreciate your business. '' I called XXXX XXXX, once again. I asked them to explain my resolution. Would they be refunding me the extra 15 days of interest at {$9.00} for a total of {$140.00}? She told me that I have received my refund and there are no monies owed to me. I asked to speak with a manager. I spoke to a XXXX. She affirmed the conclusion. She told me that my payoff was received on XXXX and they paid me the correct amount of refund and the case is closed!!! I told the story and she told me she could send me a link and I could upload the Postal Service letter of receipt by her attorney but it probably wo n't help!!! I told her to do that and that I will be filing a formal complaint. She sent me the link, I uploaded the letter of proof, it was confirmed by the link. I gave until today to see if someone at XXXX would stand up and do the right thing ... but no calls to me, no emails ... .this has been a shocking and upsetting process over a simple payoff!!!!! I have been cheated out of monies that I am still owed!
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Timely Response

2017-12-19

Watkins, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My second mortgage was charged off and is outside the statue of limitations for collection in the state of Colorado. I am XXXX and have applied for a revers mortgage. I found out that the loan was sold to Ditech and they are now demanding that I pay the charged off debt. I want to lien removed per the XXXX laws.
Company Response: Closed with explanation

Timely Response

2017-12-19

Tacoma, WA

Trouble during payment process

Mortgage: Other type of mortgage

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

Timely Response

2017-12-18

AZ

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX2017 we started the process of refinancing our 2nd mortgage held with Ditech. The rate is 8.6 %. We attempted a few years back to refinance with Ditech ( formerly a XXXX loan ) to lower the rate but they would not do it. The new bank we are working with saw that the 2nd mortgage loan had two liens placed by XXXX. I contacted Ditech by phone to attempt to resolve the issue and sent an email on XX/XX/XXXX/17. They sent a letter with information that Greentree was now Ditech but I could not access the letter and was not the resolution to the issue. I called Ditech a few more times. When I have talked to the Ditech representatives by phone they can not locate the documents and could not help. On XXXX/XXXX/2017 I called and was told Ditech was going to do a title search. On XXXX/XXXX/2017 via email I sent copies of the two recorded deeds from the XXXX XXXX Arizona XXXX online service. I called Ditech on XXXX/XXXX/17 and asked to speak to a supervisor. I was told a supervisor was not available and they would call me. Ditech has NOT responded at all since I started contacting them in XXXX 2017. The rate is XXXX us and we will refinance but Ditech must be held accountable for the terrible service and continued interest accumulation.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Timely Response

2017-12-18

Alex City, AL

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

2017-12-18

South Florida, FL

Problem with the payoff process at the end of the loan

Payday loan, title loan, or personal loan: Installment loan

Complaint: In XXXX XXXX 1990 I 've purchase a mobile home and finance it thru XXXX XXXX XXXX located in XXXX XXXX XXXX for 20 years, when the loan was paid in full they were supposed to send me a tittle, never received any documents from this company, now few years later I 'm trying to sell my mobile home to find out that Greentree still as a lien holder on my property that was fully paid long time ago, After many many phone calls to Greentree ( now Ditech ) finally got some documents but they are photo copies and the lien satisfaction letter is not an official form signed by this company even though Ive faxed the form to them the DMV can not process a transfer without the original title and a lien satisfaction form, I 'm tired to called them without results, I need some help so i can transfer the property to the buyer they told me to go to the DMV that there is not issues but the DMV tell me different and in the mean time there is not solution.!!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-12-18

Shorewood, IL

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was paid
Company Response: Closed with explanation

Timely Response

2017-12-18

Bamberg, SC

Took or threatened to take negative or legal action

Debt collection: Mortgage debt

Collected or attempted to collect exempt funds
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-12-18

San Diego, CA

Trouble during payment process

Mortgage: FHA mortgage

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

Timely Response

2017-12-17

Lexington, NC

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I am in the process of selling my mobile home. When the closing attorney 's office went to the DMV to do a title search they found out that XXXX ( now Ditech ) had a lien on my title. They tried to contact the company but they would not talk to them because it was my property. Mind you, XXXX was my mortgage company when I first purchased the home in XXXX and I re-financed the home about 10 years ago with XXXX and I 'm not understanding why they did not obtain my title at that time but anyway, I contacted the company and they told me that a lien release letter needed to be sent to an email address ( only contact to this department is via email or fax NO # to call ) and they told me to provide as much information as I could because they could not locate an account in their system and it would need to be researched. So, the closing attorney 's office sent in this information and got an email back stating that the release was in process but NO information about where it was going ... It has been 10 days, numerous attempts from me to find out what the lien-release process is and where the information is being sent to, DMV/Attorney 's office/ME NOTHING!!! This is holding up closing of my house and now the new buyers are having to pay to extend the loan until this problem is solved. Can someone please intercede here and help me resolve this issue??
Company Response: Closed with explanation

Timely Response

2017-12-16

Acworth, GA

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

Timely Response