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 95
2017-10-24
MD
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: Hello my name is XXXX XXXX, I am submitting a complaint on both Ditech Financial Mortgage Loan- Second mortgage and all 3 Credit Bureaus ( XXXX XXXX XXXX and XXXX ).
On XX/XX/XXXX I called XXXX to have verbiage remarks removed from Ditech and hours latter my credit score dropped 65 points. I called XXXX back to find out what caused this and after about 20mins it was discovered that my payment history with Ditech was removed by Ditech while removing the remark verbiage. XXXX said that this could be due to human error. XXXX stated that they would dispute this on my behalf and it should be taken care of in the next 30 days or so if they Ditech does n't have a problem with the dispute.
XX/XX/XXXX, I also requested that XXXX and XXXX remove the same verbiage from my closed account with Ditech and 4 days later my XXXX score dropped 81 points. I am assuming XXXX is to follow in the pattern however the current scores as of XX/XX/XXXX does not reflect a drop.
I have NO late payments as ofXX/XX/XXXX on any of my accounts, my last known late payment was in XXXX, my credit card balances percentages are less than 39 % overall, I have had several inquiries on my credit ( 4 in the last 3 months ) but doubt these hard inquires would such a drop in my credit score.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-10-24
Santa Ysabel, CA
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: We are extremely frustrated and dismayed by the ongoing delays and miscommunications that have occurred during the processing of our loan. We applied in XXXX of XXXX and the loan is still not closed.
The first 3 month 's delay are understandable due to the time it took for XXXX XXXX XXXX to subordinate the 2nd Mortgage. But on XXXX XXXX, XXXX, we signed all of the Escrow papers to complete the loan, only to receive a call from our processor two days later that the Title Company had the wrong description of our property. It should have been listed as a " manufactured '' home, but Ditech had it listed as a " Single Family Home. '' We were told that an appraisal had to be done. This was completed on XXXX XXXX, XXXX.
Not until the beginning of XXXX, did we learn that a whole new loan had to be drawn up as a 30 year fixed, with higher interest rates and higher monthly payments because the description of the home was officially changed to " manufactured '' home.
I finally received a call XXXX XXXX saying that XXXX XXXX approved us for the loan, but that we can not close in XXXX because the Appraiser wrote the information on the wrong form!! He had to re-write the appraisal. He would not do this until we provided documentation from the XXXX XXXX XXXX Building department that the home was " manufactured. '' These were emailed to Ditech on XXXX XXXX, XXXX.
To increase the injury, our variable loan rate increase, currently held with Ditech, kicked in as of the XXXX payment. So instead of our normal payment of {$2300.00}, we have to pay {$2400.00} every month that this process drags on. An increase of {$86.00} per month! We should be paying over {$400.00} less with the refinance!
This additional financial burden should never have happened. We were told that the loan would close within 30 days after the Subordination was completed. Even with the title mistake, discovered at the end of XXXX, it should not have taken more than 60 days to complete this loan- double the time we were originally assured! It is now over 120 days ... with no end in sight.
Lastly, the XXXX mortgage payment was considered late because their was confusion about the account number I provided being from a checking or savings account. Either way, it was from the same bank! The money was in my account. Because of a Ditech System issue, the account showed as non-existent. I followed up with a customer service representative in Ditech 's billing department. She resubmitted a correction request on or about XXXX XXXX, XXXX. I was informed on XXXX XXXX, XXXX that the XXXX payment now shows as " current, no correction needed. '' It is now XXXX XXXX, XXXX and the loan office shows our loan as, " cancelled. '' This whole process has been a nightmare for us. The title description of our property was the same in XXXX ( when we applied for the loan ) as it was on XXXX XXXX, XXXX ( when we closed. ) It is not our fault that Ditech personnel, the Escrow company and/or the Title company missed this. Yet we are the ones paying the price with higher interest rates/monthly payments, and now, possibly cancellation of the loan refinance all together! The XXXX payment should not have ever been an issue, because we should have closed in XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-10-24
Ridley Park, PA
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: Dear XXXX, XXXX house was sold and my loan was fully paid on XXXX XXXX, XXXX. XXXX is remained in my escrow account. This refund amount has not been paid to me. I called the mortgage company many times and they state that check is issued but can not verify when or even whether the check was sent. Somehow, they are holding the check and not sending the refund check via mail..
It has been over XXXX months now, and still receive similar response and no refund check is sent. I can not speak with any supervisor on the line and they continue to repeat that the refund check is issued. However, we have not received the refund check.
Company Response: Closed with explanation
2017-10-24
Mem, TN
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-10-23
Northside, NC
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: In XXXX of XXXX, Ditech made an error and suddenly added escrow to my mortgage. I have had this mortgage for close to 12 years and have never escrowed my taxes or insurance and have always paid them independent of my mortgage. Ditech continued to charge me late fees and penalties for said escrow error they imposed on my account-additionally, they reported me to the credit bureau as having late mortgage payments which caused my credit score to drop and began sending me letters regarding financial hardship.
I made a call to Ditech after finally realizing the error they made and that they were not taking initiative to remedy it on XXXX XXXX, XXXX and spoke to " XXXX ''. She stated she saw where they made the error and would send a code to have it taken care of.
I followed up with a detailed letter on XXXX XXXX, XXXX, which I faxed to Ditech 's customer service department. I had also been filling out customer service requests and reporting the error through their website. I did not receive a response to any of my complaints or requests to be contacted.
I have had to call Ditech multiple times to simply get them to remove the escrow and late fees as well as negative credit reporting.
On one occasion, I called and spoke to a manager, XXXX, who assured me they had taken care of the problem and great news that I had overpaid and would be soon getting back a refund. Upon receiving the refund, I was then told that there was now a back due escrow balance for the same amount they refunded me!
As of today, XXXX XXXX, XXXX, they have still not resolved the problem after telling me it was resolved. They are now holding my mortgage payments in " Funds in Suspense '' and not applying them to my mortgage and reporting that I have not paid for the months of XXXX and XXXX I feel that I should not have to fight for months to get an error caused by the mortgage company resolved. They continue making error after error and are causing me a lot of stress and time in having to constantly check behind everything they do. I wonder if anyone else has had the same issue and what benefit would it have for the mortgage company to do this?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-10-23
Dayton, OH
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: On XXXX XXXX my husband got a call from Ditech Mortgage that our payment was 111 days past due and we are in danger of foreclosure. I called to ask them what are they talking about and 3 days later after spending numerous hours talking to different very rude people it was explained to me that in XXXX of XXXX a check for {$2400.00} was credited to my mortgage. Ditech entered this amount twice. They had an audit in XXXX saw the error and their way of correcting it was to take my XXXX payment. I also was so far ahead on my payments that my XXXX statement said my next payment date is XXXX XXXX so the money they had to cover XXXX and XXXX they took that money as well. When this was explained to me I told her there is no way this could be legal because those were my house payments and now youre threatening foreclosure. She said they are willing to make my payments for the next year {$760.00} instead of the {$620.00} we are supposed to pay. It was their mistake and they fix it by putting a horrible hit on my credit score and a finically burden on me. Is this legal? Can they just get away with business practices like this?
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation
2017-10-23
Boston, MA
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-10-23
Five Points, NC
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Two months ago I got behind on my mortgage because of an account the charge on my bank account with out permission and caused a domino effect with checking account payments. I paid my mortgage to ditech and make arrangements to pay and additional amount to catch up. Despite that I received letter several time a week calls and a man knocked on my door and left a Mortgage Due letter on my door. I spoke to a representative who took my complaint about the harassing way I was being treated and she apologized. Because of caring for an elderly parent out of town, I did not make it home in time to pay my XXXX mortgage. I 've attempted to call Ditech multiple time to to make the payment because they will not allow you to pay online unless you pay the full amount. I 've had no call back by XXXX XXXX who received all mu calls on voice mail. Online my bill reflect XXXX unapplied amount in addition to XXXX late fee and XXXX mortgage that I have been trying to pay. What is XXXX unapplied I 'm not going to pay so unapplied amount I am not owing. No one answers XXXX it goes to a voice mail for XXXX XXXX XXXX and he never returns the call. I have been humiliated not being one full payment behind. My payments are XXXX I agree XXXX is due per the letter they send. But if I ca n't pay online unless I speak with someone. The automated line will not accept less then the due. That amount is not right. Charges that are applied as unapplied can not be legal. Please help XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NC. XXXX
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation
2017-10-23
Stevenson, MD
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: Hello : I am the original owner of my property at XXXX XXXX XXXX XXXX, XXXX XXXX, MD XXXX since XX/XX/XXXX. In XXXX XXXX, my family moved to XXXX, FL for work, and then to XXXX, KY in XXXX. At the high of the financial crisis, we were able to refinance the mortgage at 2.0 % ( $ XXXX ) fix rate under the XXXX. Obama HARP program via XXXX XXXX. We paid rent and the mortgage for XXXX year, before moving back in XX/XX/XXXX. In XXXX, Ditech took over the mortgage from XXXX, they immediately increased my fixed rate to 4.0 % ( {$1500.00} ), to 4.25 % ( {$1900.00} ) in XXXX XXXX and started charging me monthly fees saying that under HARP program, there was no more XXXX day grace period. In addition, the $ 800+ escrow amount for mortgage overpayments set up by XXXX disappeared from Ditech account records with no record to those funds being applied. Since,XX/XX/XXXX, Ditech has refused to apply my monthly mortgage payments, because I refused to sign a new agreement, for a XX/XX/XXXX year at $ XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-10-23
Sandy Hook, CT
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: On XXXX XXXX XXXX I decided to take a loss mitigation option provided to me by my mortgage lender Ditech. I applied for a short sale on my home. I then called every week to see how the process was going and was told by numerous reps that my application was in process and even received a letter saying so. In the first week of XXXX I called up and was told that my application was incomplete. I asked why everyone else told me it was in process and the rep had no answer for me. I then decided that because I had not received any interest or offers on my property that I would file an application for a deed in lieu at the end of XXXX. I called up Ditech spoke with a representative that told me all I had to do on my application was say that I wanted to vacate the property instead of sell. I did this and got my most recent pay information and resubmitted the application. I called every week for a month again and was then told at the end of XXXX that no one ever received my application, even though for the last month 4 different reps told me that I was in process. Furious, I asked what happened and was told that they never closed out my short sale app and that the other reps should ve done that. I re applied again for a deed in lieu in the beginning of XXXX. Again I was told for a month and a half that I was in process and then I began getting calls about flex loan modifications for my mortgage. I denied this option every time I was called but I nothing something was not right. On XXXX XXXX I spoke with a rep named XXXX and he advised me that my application for deed in lieu had not been reviewed because no one removed the flex loan modification so I could not even be considered for a deed in lieu. Finally he took down the flex loan modification and I re applied for a deed in lieu again. At the end of XXXX I was assigned a new account rep by the name of XXXX. She assured me that the application had been loaded into the system and was being reviewed. On XXXX XXXX I called and spoke with a rep named XXXX and she had told me that I never applied for loss mitigation assistance and that my app was n't in process and that XXXX was n't even in the loss mitigtion department. She reviewed my application and said it was incomplete again. Every time I talk to someone they tell me something different to do. No one ever tells me the truth and know I am headed towards foreclosure. Today I am applying for a deed in lieu for the fifth time. I have had it. Please help me.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2017-10-23
Brooklyn, NY
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation
2017-10-23
Arlington, NY
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 non-monetary relief
2017-10-23
Main Office, VA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: DiTech XXXX # XXXX XXXX XXXX XXXX, XXXX, VA XXXX XXXX insurance was dropped on a property that I own that lowered my monthly minimum payment to {$460.00}.
Problem : After XXXX written inquiries and XXXX distinct phone calls, DiTech has failed to correct on time payments to my account. Starting in XXXX XXXX, overpayments made to my account has not been properly applied to the Principal Balance after several requests to do so.
As document C1 indicates, payments to DiTech are sent on a consistent monthly rhythm via auto Bill Pay thru my personal checking account ( XXXX ) in the amount of {$600.00} since XXXX XXXX.
Approximately {$600.00} was sent on XXXX XXXX, XXXX ( see document C1 ), in which an overpayment of {$130.00} was to be applied to the Principle amount as previously requested.
XXXX - overpayment appears to have been applied correctly - no problem XXXX - overpayment was not applied but placed in " Fund in Suspense '' account ( see B1 ). Additionally, my DiTech XXXX ( see D1 ) account shows that my overpayment was classified as a Late Fees. However, my payment was sent and processed by DiTech prior to the XXXX of the month in which late fees are applied per the Terms and Conditions. Both my record from XXXX and DiTech XXXX both indicate that my payment was received and processed prior to the XXXX. Furthermore, if I was late, why would my late fee be EXACTLY the same amount as my OVERPAYMENT.
XXXX - DiTech appears to correct misapplied overpayment from XXXX by applying it to XXXX Principle, however, they did not apply it to XXXX ( Retro ) as requested. Finally, DiTech DID NO applied the XXXX OVERPAYMENT to the Principle Balance which was received on XXXX XXXX.
In conclusion, DiTech failure to accurately process on-time payments result in my account occurring undue interest expense due to overage not being applied timely and correctly. Furthermore, it appears that I have to call annually to request that all overpayments be applied to the Principal Balance of the loan.
Please, retro applied my XXXX overpayment to XXXX and likewise for XXXX. Any further inaccuracies after my initial request will result and legal actions.
Thanks, XXXX XXXX XXXX # XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-10-23
CO
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: I had a second mortgage loan originated by XXXX XXXX XXXX that was included in a bankruptcy filing in XXXX. XXXX XXXX XXXX subsequently sold/transferred that loan to Green Tree servicing company. The loan was discharged in bankruptcy in XXXX XXXX and account was closed by Green Tree. I received a letter from Green Tree at that time confirming that the loan was discharged in bankruptcy.
Three years later in XXXX, Ditech ( which had merged with Green Tree ) began submitting false information to the credit bureaus stating that this loan was active and that I was " missing payments '' on four occasions, two months in XXXX and two months in XXXX. The loan number shown on the credit reports is the same loan number as the Green Tree mortgage loan.
I have spoken to Ditech on the phone and they refuse to acknowledge or verify any of this information.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation
2017-10-23
Albuquerque, NM
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: ditech my current servicer raised my payment without any notification to me. i have an arm and have consistantly paid extra to principal. i started get past due notices from them and i checked my bank acct which i have on auto pay and confirmed all payments have gone out ON TIME. they have yet to notify if my increase was due to escrow shortage or change in payment, no phone call, email, or mail
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation
2017-10-23
Polson, MT
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
2017-10-23
KS
Written notification about debt
Debt collection: Mortgage debt
Didn't receive enough information to verify debt
Complaint: I have filed several reports about my mortgage with XXXX XXXXXXXX XXXX and Dietech that is now trying to collect. The further I investigate, the more I find. I spoke with someone at Dietech last week and they let me know more than what I was suppose to know. Dietech informed me that I had XXXX accounts with them. XXXX mortgage had been paid off, and the other XXXX they were still trying to collect on. What are they talking about? I asked for the amounts of each and then hung up because I was so shocked. I called back to get the exact amount of the " loan that was paid off '' and she could no longer find that account. I said I had just spoken with someone and they told me I had XXXX accounts there. She put me on hold for a while and then was able to find it.
Still curious about this " loan that was paid off '', so I called the next day. The women I was speaking to said that I only had XXXX loan there. I informed her that Dietech told me that I had a loan that was paid off. She continually told me that I only had XXXX loan. I had to argue with her and told her I just spoke with XXXX people about it on XXXX separate days. She put me on hold and then came back and said she found the other account. " It 's under name and account, but your social security numbers are n't matching up ''.
Hmmmmm? My social security number is not matching up with the loan that is paid off? Seems to me Dietech has created a false account. I asked her to send me the documents. When I look at the documents I am seeing fraud written all over it.
I have enclosed the documents for viewing. I am noticing several problems with these false loan documents!
1. The loan modification agreement has one page with the date of XXXX XXXX, XXXX and the other page has a date of XXXX XXXX, XXXX.
2. The loan modification dated XXXX XXXX, XXXX has my signature on the line, and right below that is the exact same ( copied ) signature. The copied and pasted XXXX too many times, and they did n't copy and paste the date correctly because I would never put the date below the line!!
XXXX. We have XXXX different notaries for this XXXX loan modification. This XXXX loan modification was signed on XXXX XXXX, XXXX and XXXX XXXX, XXXX. If you look closely you can see where XXXX XXXX the notary signed it XXXX XXXX, but then wrote over that so now it says XXXX. They are falsifying so many loans, they ca n't keep them straight!
4. They also sent me a page with XXXX? notarizing something on XXXX XXXX, XXXX? Just his signature with no stamp or seal? My loan number is at the very bottom XXXX. The step rate loan modification agreement you will see XXXX 's signature again. You will also see how they have copied and pasted his signature there. Why would XXXX sign that document exactly the same right above his first signature?? Again, it is dated XXXX XXXX, XXXX. At the top of that page it is dated XXXX XXXX, XXXX. It seems to me they ca n't when to date the modification because we now have several different dates for this loan modification. XXXX XXXX, XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX. Come on!!! They need to pay up for this fraud!!!
6. You will see the copies of the other note that I paid off. I had asked for a copy of that.
I love how they included the T in my signature, but that is not my signature. It is also a false document. There is no seal or notary on there. I have no clue why they would make this false document of another mortgage that I had?. I looked up this address and even went to the post office. There is no such address! What are they trying to hide???? Possibly some of my money??
Obviously I had been paying on my mortgage that they overcharged and collected on. Perhaps they created this account? They thought they were smart enough not to have my social security numbers matching or they just might get caught. I have no idea. What I do know is that XXXX XXXX XXXX and Dietech are all lying. The proof is in the paperwork. This needs to be investigated and they need to be penalized!
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation
2017-10-22
NY
Trouble during payment process
Mortgage: Other type of mortgage
Complaint: This complaint involves XXXX XXXX XXXX and Greentree, ( Ditech ).
We received a HAMP loan, when we requested a HARP loan!
This started with XXXX XXXX XXXX and attempting to complete a HARP loan. The problem was, they kept shift the servicing agents on us, transferring the paperwork, losing paperwork, resubmitting paperwork, losing that paperwork according to the next servicing agents, then finally contacting the " Office of the President '', Vice President, calling on a every other day check-n, he leaving or being transferred, paperwork lost, and then being transferred to Greentree as our servicing company.
We started the paperwork again after approximately 12 or 14 months, asked for a HARP loan with them, moving towards foreclosure from Greentree. Then finally with no to little time left on foreclosure, recieved paperwork from Greentree, special delivery, to sign for the loan.
Not understanding, no explanation was given what a HAMP loan was, but told we must sign these papers and get it back to them or foreclosure was going to happen, soon.
We signed the loan. Received the statement of additional costs added onto the loan because it was a HAMP loan for an addition balloon or additional fee of {$110000.00}, which was incorrect since we did only owe for the 14 months of non payment while trying to change the loan through XXXX and being stalled and stalled and stalled.
We believe we were conned by the bank, stalled by the bank and then given no other choice other than sign the paperwork and be penalized for something we DID NOT ask for.
We have not contacted an attorney asa of yet and wanted to share this with the governing body before we start a class action lawsuit.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation
2017-10-22
AZ
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: XXXX XXXX XXXX XXXXXXXX sent me a check for XXXX to me and my deceased wife on XXXX XXXX, XXXX when I refinanced a mortgage loan with them. I returned the check to them with her death certificate and asked that they reissue the check in my name only. They stalled me through repeated efforts via letter and phone. Then they informed me that the check had been chased on XXXX XXXX, XXXX through a New York Bank. This is obviously check fraud, but I have no options other than I reported it to the police, but no settlement.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation
2017-10-20
FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I paid my mortgage off
with Ditech on XX/XX/XXXX. The excess escrow amount was XXXX. and they said that amount was mailed out and check cut XX/XX/XXXX. I have called 3 times asking where the check is and i am told " in the mail '' and I also called to see if it was cashed, maybe stolen and they said no. They told me that I had to wait 30 days before I could call and have another check issued. I think that they are holding my money to earn more interest on it.
Account number is XXXX name is XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-10-20
Gloucester City, NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Ditech has continually been trying to switch me to a escrow account when I have always been non-escrow and I pay my hazard insurance and property taxes seperately. In addition to me paying my own property taxes and hazard insurance Ditech has been sending duplicate payments to both and charging my account for them. Currently my account shows that I owe {$4300.00} in escrow when its a non-escrow account! Furthermore it is ruining my credit rating. After many phone conversations with Ditech they mislead me into thinking that they resolved the situation but the situation remains. For the second time in XXXX months they have again paid off my hazard insurance and tell me that I owe them this money when I already paid my hazard insurance - the same for the property taxes. I work full time and find myself contacting them almost every day which is putting my job in jeapardy.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation
2017-10-20
Garrett Park, MD
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2017-10-20
Hamlet, NC
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2017-10-20
Liverpool, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Ditech Financial, my mortgage servicer, offered " assistance '' for people affected by XXXX XXXX. I had called in because I was concerned about cash flow in my small business because, although I was not directly impacted by the storm, I live in the storm area. I was told Ditech was forgoing late fees and all negative reporting to credit bureaus for XXXX days for people in the affected area. I asked them to stop my auto-pay for XXXX. I was told I could just go online and make a payment and re-start Auto-Pay whenever I wanted.
Just a few days later, I received a collection letter stating that my account was late. I immediately made a payment, still within the usual grace period, and called Ditech. They assured me that they were foregoing negative reporting, but I insisted on having something in writing. They refused. They said they " could not '' give me anything in writing. I fought up the chain of supervisors and finally got some statement in an email. Shortly thereafter, I got a form letter laying out their storm policy.
The next month, I went online to make my mortgage payment and re-start Auto-Pay. I was given an error message that said my account was " ineligible for Auto-Pay. '' Again, I spent quite some time on the phone with customer service and was told they would have to re-set my account for me to be able to enroll in Auto-Pay. Today, about XXXX weeks later, I received a XXXX letter from Ditech laying out the reasons they dis-enroll from Auto-Pay. The problem is n't that I was disenrolled. The problem is that I was told I could re-enroll whenever I wanted and that was simply not true. I had to spend valuable time fighting with them on the phone, never received an adequate answer, and now, finally, today, was able to re-enroll.
Right before XXXX XXXX, I made some changes to my home insurance policies, which are paid through my mortgage servicer. Shortly after XXXX, I received a refund of flood premium check. I verified with my insurer and deposited the check. Then, I received another refund check, for home-owners. I verified with my insurer that this check was okay and not some error, was advised it was good and deposited it. A couple days later, Ditech stopped payment on their check to my insurer, causing my insurer to stop payment on their check to me. I and my insurer both incurred bank fees due to Ditech 's actions. My fees were {$12.00}, my insurer 's {$30.00}. I have spent hours on the phone trying to get Ditech to credit this {$12.00} to my account. It is a matter of principle! If they found an error they should have handled it a different way - i.e., asking for funds to be deposited to the escrow account. They should not have simply stopped payment on a check and caused all the headaches down the road.
My overarching concern is that Ditech is going to harm people in my community by their offer of " help '' on mortgage payments. Getting a collection letter that my account was late was terrifying and stressful - I have NEVER made a late payment in nearly XXXX years!! I think it is horrendous that people severely affected by the storm may have gotten such letters, too. Ditech rep, XXXX, with customer service 's response when I called in was, " Sorry you are inconvenienced by having to throw a letter away! '' THIS IS NOT RIGHT!
I also simply do n't trust them now - are they really foregoing reporting and late fees? Are people going to encounter problems when they do try to pay, problems caused by Ditech, and then be penalized for that? I want someone to check them out and make sure they are not harming people under the guise of " helping '' them!
Company Response: Closed with explanation
2017-10-20
Institute, WI
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: 1 ) My email to the company XX/XX/XXXX ( also attached ) : " This represents the 29th contact I have made since XX/XX/XXXX in an attempt to resolve an issue regarding the application of additional payments made in XX/XX/XXXX. Responses to phone calls ( one lasting more than 30 minutes ) and email through the secure message center have been neither timely nor comprehensible. Communication has been difficult at best. Questions on the phone are often met with silence or a subject change and have yet to be answered by mail when repeated. I received your XX/XX/XXXX response which states you are still gathering evidence. This is unacceptable.
Either Ditech employees are incompetent or the information provided to customers is intentionally confusing and incomplete. Based on more than 632 consumer complaints lodged against you at http : XXXX, my vote is leaning toward the latter.
Please review the attached. My contention is that Ditechs choice in applying the XX/XX/XXXX and XX/XX/XXXX payments in XX/XX/XXXX from the additional monies submitted ( {$57000.00} total ) in XX/XX/XXXX, resulted in excessive interest and inadequate principal reduction resulting in more than {$1700.00} in your favor.
I questioned this via a Secure Message, and Ditechs response was to perform one of several re-allocations, none of which made sense to me ( see payment history online for further details ). The first reallocation removed BOTH th
e XX/XX/XXXX & XX/XX/XXXX payments and charged a late fee for XX/XX/XXXX. An agreement by phone on XX/XX/XXXX stipulated that two payments were to be deducted from the {$57000.00} since originally the online system indicated another payment was not due until XX/XX/XXXX when the payments were made.
A spreadsheet received on XX/XX/XXXX from XXXX XXXX as a result of a phone inquiry showed a principal balance of {$150000.00} at one point, but my original loan amount was only {$71000.00}. This spreadsheet was supposed to explain what was done and why it was done. This was not clear to me at all. Payoff quotes provided online between XX/XX/XXXX and XX/XX/XXXX have also been inconsistent.
I believe you did not reduce interest or principal until XX/XX/XXXX, even though you had {$56000.00} in additional principal in XX/XX/XXXX. Your kind attention to a prompt, timely, and reasonable resolution is requested immediately.
More than 90 days have passed since my initial inquiry on this matter. " 2 ) On XX/XX/XXXX, they sent me the same information as previously sent on XX/XX/XXXX - with additional generic information about actuarial-type interest, with no further reduction in the principal balance. They have not provided specific information about how the interest is calculated each month ( on what day of the month/payment cycle is it calculated, and which principal balance is used - end of month, average daily, etc. ) despite numerous requests for this information in the secure message center, by phone, and by email to customer service. As of XX/XX/XXXX, no resolution.
3 ) I made 2 payments in XX/XX/XXXX : one from my bank account on XX/XX/XXXX, which I was not sure would make it before a late fee was incurred on XX/XX/XXXX, so I made the 2nd payment on their website on XX/XX/XXXX. On XX/XX/XXXX, I see on the website that the second payment was placed in " Unapplied Funds '' even though their website states if there is enough additional $ for a full payment they will apply it to the loan, otherwise it will stay in unapplied funds until a full payment amount is reached and then they will apply it.
Since XX/XX/XXXX, I have never had a bank/mortgage NOT apply extra $ to principal, and all banks have a way to specify additional principal or escrow or even " other '' with space to describe it.
This company does not. On their website, it allows for only " additional amount ''. They implied it was my fault the allocation of additional monies was done incorrectly because " you should have written it on the back of the payment coupon '', even though all payments under review have been made online without a payment coupon. I never requested a " reallocation '' - that was another implied accusation ( you asked for it, so it 's your fault it 's wrong ). All I did was question why the reduction in principal and interest was not greater.
The website also showed on XX/XX/XXXX " This account is not eligible for a payoff quote '' even though I have obtained many other online quotes previously. So, I call to request that the 2nd payment be applied immediately and email the same request to CS. After 41 minutes on he phone with XXXX, I still did not get specific information on how interest is calculated nor a explanation as to why a payoff quote is not available ( she does n't " understand why it wo n't let me do this [ get a quote ] ', nor why the extra payment was considered unapplied funds, nor how the problem might be resolved, other than to say she put in for a " reallocation '', and that might take " up to 5 business days ''.
Today, XX/XX/XXXX, on the website, the 2 payments show as one amount, and the first payment is reversed. Why they simply did not show a 2nd payment is beyond me. It still states on the website " This account is not eligible for a payoff quote ''.
XXXX told me she was n't working today, but that she would call me " back Saturday ( tomorrow ), or if not Saturday, then Monday ''. When I tried to reach her at the extension she gave me later in the day yesterday I was told by the CS rep who answered that it just kept " ringing and ringing, so she 's probably on another call. '' Bottom line, they either do not know what they are doing or they operate intentionally to benefit their interests. Please see the attached pages that show the {$1700.00} difference.
I am XXXX years old. I tried to refinance last year. They yanked me around from XX/XX/XXXX- XX/XX/XXXX last year on a so-called HARP loan, initiated before I retired in XX/XX/XXXX, asking for income verification which HARP does not require, then insisting I needed an appraisal ( which also was supposedly not necessary for HARP ) for {$630.00}, and when I complained about the price as being {$200.00} more than the going rate, they said it was not their fault - appraisals were contracted out, I could not get my own, and " anyway, if the loan closes, you will get it back as a credit ''.
The loan did not close and was declined in XX/XX/XXXX because they could not obtain employment verification because I had retired! My credit score was XXXX when I started the process. Obviously, as of that moment, I wanted to pay this off and be rid of them for life, but they are making this next to impossible. I do not feel I have been treated fairly.
Thank You for your help - maybe there is hope!
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation