Ditech Financial, LLC

Initial Business Response /* (1000, 10, 2015/07/06) */
July 6, 2015
[redacted]
Revdex.com OF MINNESOTA AND NORTH DAKOTA
220 S RIVER RIDGE CIR
BURNSVILLE MN 55337
RE: Case #[redacted]
Dear [redacted]:
Thank you for the opportunity to respond to the...

complaint filed by[redacted] regarding her account with Green Tree Servicing, LLC ("Green Tree").
The servicing of the above account was transferred from Fay Serving, LLC to Green Tree effective June 01, 2015. There were no changes to the account terms or conditions as a result of the transfer. Please be aware Green Tree did not originate nor owns the account; it merely services it for a third party and can provide information from the servicing transfer date forward.
On April 02, 2015, a letter was sent to Ms. [redacted] from Fay Servicing stating that taxes in the amount of $511.36 were previously paid on her behalf. As a result, the account had a negative escrow balance of $450.36 upon transfer to Green Tree. These transactions are reflected in the enclosed payment history. We also have enclosed a copy of the letter from Fay Servicing for your reference.
Please be advised Green Tree has a security interest in the collateral, and may exercise its right under the security agreement as allowed by law. As of today's date, the above account is no longer escrowed. However, due to the negative escrow balance that remains on the account, Green Tree has elected to collect escrow payments, monthly, in the amount of $97.11 as part of her regular payment due in an effort to assist Ms. [redacted] in curing the escrow deficiency owed.
If the taxes previously paid by Fay Servicing were paid in duplicate as Ms. [redacted] claims, she may request a refund from her local taxing authority directly.
Green Tree does not have record of lender placed insurance on the account. Upon transfer, our records were updated to reflect her paid in full homeowner's insurance policy, number [redacted], with MDOW Insurance Company. The policy has effective dates of November 20, 2014 through November 20, 2015.
Green Tree reports to the four major credit agencies (Equifax, Experian, Innovis and Trans Union) for all accounts. However, Green Tree does not report to the credit agencies for newly acquired accounts for 60 days after transfer to allow for a transition period. Thus, we have not yet reported for the account. The account will begin reporting to the credit agencies effective September 2015 for the month of August 2015.
If Ms. [redacted] has any further questions, she should contact her account representative Flavia B. at
(800) [redacted], extension [redacted], or Xavier A. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at (800) [redacted], Monday - Friday 7 AM to 8 PM, and Saturday 7 AM to 1 PM CT.
Sincerely,
Libby [redacted]
Customer Service Correspondence Supervisor
/slb/29/
cc:[redacted]., Weatherford, OK 73096
Initial Consumer Rebuttal /* (3000, 12, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Green tree at this time has lied. I went back to my account TODAY and it is still showing an escrow account for taxes to be paid by 12-01-15.I have included in this email. So that tells me that Green Tree is not doing what they say they will do. When Green Tree removes the ESCROW from my account I will accept there offer. In the meantime when I get the (-) ESCROW paid I want my account to go back to 534.13 per month. The (-) escrow will be paid IN FULL no later than 8-15-15. Thank you
[redacted]
Thank you
[redacted]
Final Business Response /* (4000, 14, 2015/07/13) */
July 13, 2015
[redacted]
Revdex.com OF MINNESOTA AND NORTH DAKOTA
220 S RIVER RIDGE CIR
BURNSVILLE MN 55337
RE: Case #[redacted]
Dear [redacted]:
Thank you for the opportunity to respond to the complaint filed by[redacted] regarding her account with Green Tree Servicing, LLC ("Green Tree").
As stated in our previous response dated July 06, 2015, the above account is no longer escrowed. However, due to the negative escrow balance that remains on the account, the escrow account will remain open until the deficiency balance is cured. Green Tree has elected to collect escrow payments, monthly, in the amount of $97.11 as part of her regular payment due in an effort to assist Ms. [redacted] in curing the escrow deficiency owed.
The escrow information reflected on our website appears as if the escrow account is still active because the account remains open. However, please be assured that no disbursements will be sent. Although the escrow account remains open, the escrow disbursement will not be sent to Custer County on 12/01/2015, as we have updated the escrow account to reflect an "inactive" disbursement status. Once the escrow deficiency is cured, the account will be closed and will no longer appear as open on our website.
If Ms. [redacted] has any further questions, she should contact her account representative Flavia B. at
(800) [redacted], extension [redacted], or Xavier A. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at (800) [redacted], Monday - Friday 7 AM to 8 PM, and Saturday 7 AM to 1 PM CT.
Sincerely,
Libby [redacted]
Customer Service Correspondence Supervisor
/slb/29/
cc:[redacted]., Weatherford, OK 73096

Thank you for the opportunity to respond to the rebuttal filed by [redacted] regarding her account with Ditech Financial LLC (Ditech). As advised in our previous response dated June 19, 2017, an Automated Universal Data Form (AUD) was submitted to the credit reporting agencies to update the account status to paid in full, was a charge off. The control number for the AUD is #[redacted]. Ms. [redacted] may contact the credit reporting agencies and provide this control number to verify the receipt of this update. Further, an additional update was sent to the credit reporting agencies on June 21, 2017. Records indicate Ms. [redacted]' account was paid in full on May 5, 2017. Enclosed a paid in full letter as Ms. [redacted] requests. If Ms. [redacted] has any further questions, she may contact our Asset Receivables Management Department at ###-###-####, Monday - Thursday, 6:00 a.m. to 7:00 p.m. MT, and Friday 6:00 a.m. to 12:00 p.m. MT.

Thank you for the opportunity to respond to the complaint filed by [redacted] regarding his account with Ditech Financial LLC (Ditech). Ditech's website is set up to allow customers to review the payment information they submitted before they confirm that the payment is to be processed. A confirmation number is given for online payments when all the information has been confirmed. The website is designed to prevent payments from being processed with incorrect information and not to prevent customers from making timely payments. Records show that the monthly payments for the account have consistently been made via our website. However, we have removed the late fee of $95.85 that was assessed to the August 1, 2017 due date. If Mr. [redacted] has any further questions, he may contact his account representatives Dayanere H. at ###-###-####, extension [redacted], or Cynthia G. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at ###-###-####, Monday - Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT.

I am rejecting this response because:
This account was purchased from Flagstar bank at the end of a chapter 13 Bankruptcy.  I had no legal liability for this account at anytime.  By reporting it and saying that I missed payments, they are in violation of the US Bankruptcy Court Laws  This is and was a legally discharged debt.  Again, I never had any legal liability for this account and I want it removed from my credit report.[redacted]

RE: Case#[redacted]Dear [redacted]:Thank you for the opportunity to respond to the complaint filed by [redacted] regarding his account with Ditech Financial LLC (Ditech).Mr. [redacted], should be advised that, in order to protect our customer's privacy, all employees are...

required follow the company security policies. We are unable to provide account information without the customer's signed authorization. Records indicate that a signed written authorization to provide information to Mr. [redacted]'s bank was not included in the subordination package that was received. An authorization to speak with Terra Title, LLC was received on March 9, 2016, but did not include a request for information or authorization to release information to any other party.On August 1, 2016, a conference call was held with Mr. [redacted], his wife and People's Bank to resolve the authorization issue and the authorization was received and the account has been notated accordingly.If [redacted] has any further questions, he should contact his account representative Diavonni J. at ###-###-####, extension [redacted], or Nyiemah P. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at ###-###-####, Monday -Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT.Sincerely,Shea [redacted]Customer Service Correspondence Supervisorcc: [redacted], DAPHNE, AL 36526 [redacted]

Please see attachment.  ###-###-####

I am rejecting this response because:I did speak with someone regarding the loan modification application, but she did tell me to go to their website, an unfortunately there are 3 different types of loan modification apps. I have called over and over again.  Especially to my rep Latoyia's number.  Very seldom you can leave her messages because hey message system is full, and she never calls me back when I do leave her messages.  Her supervisor called me back once, but when I had called him back a few times afterwards and left voicemails for him abs him meaning Erik, Latoyia's supervisor, this is apparently a fairly new department, horrible at their job, I had to call and make it seem like I was putting in for a new loan just to hey someone else on the phone to help me, and ask they did wad tell me to go to their website.  Haven't been able to hey anyone on the phone since.  The worst place to call ever, especially worth a mortgage.  Like they purposely want people to lose their homes.  Just sickening.  We're a family of five, been fighting back, neck and brain surgeries, have been in our home for over 16 years. Not looking to move out just yet. Need or mortgage company to work with us, not ignore us.  They are the worst by far.  This is the 4th back in the past 10 years. Never had these many issues in such little time.          As far as the insurance claim, I had only explained what I was told.  I keep getting different explanations from different people.  Would be nice to speak with a manager regarding the process of how the process works, because we keep getting mixed information and with the entire process we have 2 middle men on this entire process which just makes the whole process that much more difficult and that much more time consuming.  I appreciate your time.  Thank you.

April 11, 2016 [redacted] Revdex.com OF MINNESOTA AND NORTH DAKOTA [redacted] RE:  Case #[redacted] Dear [redacted]: Thank you for the opportunity to respond to the complaint filed by [redacted] regarding her account...

with Ditech Financial LLC (“Ditech”).  We previously received a similar complaint directly from [redacted].  We have enclosed copy of our response dated April 7, 2016. If [redacted] has any further questions, she should contact our Asset Receivables Management Department at (877) 835-6465, Monday – Thursday, 6:00 a.m. to 7:00 p.m. MT, and Friday 6:00 a.m. to 12:00 p.m. MT. Sincerely, [redacted] Customer Service Correspondence Supervisor [redacted] cc: [redacted] Tell us why here...

RE: Case#[redacted]Dear [redacted]:Thank you for the opportunity to respond to the complaint filed by [redacted] regarding their account with Ditech Financial LLC (Ditech).Our records indicate that you filed Chapter 7 Bankruptcy on October 11, 2005. The bankruptcy was discharged without reaffirmation of this debt. When you filed bankruptcy and did not reaffirm the account, you discharged your obligation to the account.Please be advised, discharge of the debt in the bankruptcy removes the obligation to pay, however the lien on the property survives discharge. After discharge we must follow state requirements for foreclosure in order to enforce the lien.If [redacted] has any further questions, they should contact their account representative Camry R. at ###-###-####, extension [redacted], or Danae W. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at ###-###-####, Monday -Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT.Sincerely,Shea [redacted] DitechCustomer Servicecc: [redacted], DALLAS, TX 75374 [redacted]

Please be advised that the payment history for the account is not reflected accurately on the website.  We have enclosed a payment history, which accurately reflects the payments received and the reallocations that have taken place on this account.  In February 2016, Mr. [redacted] enrolled...

in our biweekly automatic payment program (ACH). Unfortunately, the payment hierarchy in place for the account caused the half payment of $670.05 received on April 22, 2016 and the half payment of $675.32 received on July 29, 2016 to be applied as principal only payments. Because of this, the account became delinquent and late fees were assessed. To correct the error, we had to reverse all payments received from April 22, 2016 through August 26, 2016, which equaled $7,402.89. Please note that an escrow shortage payment of $43.57 was received on June 06, 2016 and was not included in the reallocation. Once the payments were reapplied they were backdated to ensure proper credit to Mr. [redacted]'s account. Additionally, the late fees assessed were waived and the account was not reported as delinquent to the credit reporting agencies due this matter. Please note that by reversing the principal only payments referenced and reapplying them correctly as principal, interest, and escrow, the principal balance increased. Mr. [redacted]'s account accrues interest using the actuarial method. Actuarial interest is earned and paid in arrears; therefore, the interest owed will be for 30 days regardless of when the monthly payment is received. If Mr. [redacted] makes his payment prior to the due date, he will pay 30 days of interest for the prior month's accrual. Likewise, if he makes his payment after the due date, he will also pay 30 days of interest for the prior month's accrual. When paying the account in full, he will be assessed interest on a daily basis from the last monthly payment received until the day the payoff is received.

Initial Business Response /* (1000, 13, 2015/10/27) */
October 27, 2015
[redacted]
Revdex.com OF MINNESOTA AND NORTH DAKOTA
220 S RIVER RIDGE CIR
BURNSVILLE MN 55337
RE: Case # [redacted]
Dear [redacted]:
Thank you for the opportunity to...

respond to the complaint filed by [redacted] regarding her account with Ditech Financial LLC ("Ditech").
The servicing of the account was transferred from Lakeland Bank to Ditech effective May 22, 2015. This transfer of servicing did not affect any terms or conditions of the mortgage instruments other than the terms directly related to the servicing of the account.
At the time of origination, the escrow account was set up to pay the taxes and insurance. However, the account was transferred to us without the taxes being paid via the escrow account. We validated the taxes should be paid from the escrow account by reviewing the enclosed Initial Escrow Account Disclosure Statement dated May 5, 2015. Therefore, we are now paying the taxes and the following disbursed were processed on October 13, 2015:
$1,829.56 to Sandyston Township
$1,829.56 to Sandyston Township
We apologize for the dissatisfaction this issue caused.
If [redacted] has any further questions, she should contact the account representative Stephen K. at (800) [redacted], extension [redacted], or Emmanuel H. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at (800) [redacted], Monday - Friday 7:00 a.m. to 8:00 p.m., and Saturday 7:00 a.m. to 1:00 p.m. CT.
Sincerely,
Nikki [redacted]
Customer Service Correspondence Supervisor
/kas/53/
cc: [redacted], Leyton, NJ 07851
Initial Consumer Rebuttal /* (2000, 15, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My taxes have been paid.

RE: Case#[redacted]Dear [redacted]:Thank you for the opportunity to respond to the complaint filed by [redacted] regarding her account with Ditech Financial LLC (Ditech).Please note, Ms. [redacted]'s account type requires that only a full payment be applied to the next monthly payment due date....

Payments that are received in amounts different from the payment due are placed in unapplied funds ("UAF"). If sufficient funds are available to apply a full payment, funds are applied to the next monthly payment due and any outstanding amounts such as finance charges, returned payment fees, late fees, escrow due, and acquired accrued interest, prior to the application of funds to the principal balance. This form of payment posting is determined by the mortgage contract and the servicing protocols of the account.Records indicate Ms. [redacted]'s monthly payment was increased, effective March 1, 2016 as a result of an escrow analysis completed on January 4, 2016, from $2,354.70 to $2,410.18. In order to avoid the payment increase the escrow shortage was to be paid prior to March 1, 2016, at the designated escrow payment address. Our records do not indicate that the shortage was paid prior to March 1, 2016, therefore the monthly payment increased to $2,410.18. A copy of the Escrow Account Disclosure Statement is enclosed for Ms. [redacted]'s review.Payments received for the account on March 1, 2016 and April 1, 2016, were remitted in amounts less than the full payment and were therefore, applied to the account per the above mentioned payment hierarchy.On April 11, 2016, an additional payment of $429.53 was received. This payment is unable to be applied to the escrow shortage to reduce the monthly payment, because it was received after the required March 1, 2016 date. Of this payment $110.96, was combined with the balance of UAF and applied to the April 1, 2016, contractual payment. The amount of $318.57, was applied to the escrow account.On April 29, 2016, a payment of $2,354.70 was received and was placed in UAF as the amount was insufficient to allow the application of the full payment due to the account. On April 30, 2016, this payment was systematically applied to the account's principal balance.On May 4, 2016, an additional payment of $19.69 was received and was placed in UAF.On June 1, 2016, a payment of $2,410.18 was received and was applied to the May 1, 2016, contractual payment.Pursuant to requests made with our Customer Service, reallocations of the above referenced payments were attempted. The reallocations completed did not cure the deficiency of funds within the monthly payments received and the account was not brought current. On July 30, 2016, the payments were correctly reallocated and applied to the account for the April, May, June and July payments. The late fee of $57.25, assessed to the account on May 16, 2016, as a result of this issue has been waived as a courtesy. As of the date of this letter, the account is due for the August 1, 2016, contractual payment of $2,410.18.Ms. [redacted] may be assured that negative credit reporting has not occurred as a result of this issue. If Ms. [redacted] has any further questions, she should contact her account representative Kristina E. at ###-###-####, extension [redacted], or Brett W. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at ###-###-####, Monday - Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT.Sincerely, Shea [redacted]Customer Service Correspondence Supervisorcc: [redacted], BRAINTREE, MA 02184 [redacted]

RE: Case#[redacted], [redacted] Dear [redacted]: Thank you for the opportunity to respond to the complaint filed by [redacted] regarding her account with Ditech Financial LLC (Ditech). We apologize for the dissatisfaction that this matter has caused Mrs. [redacted]. Our mission...

is to provide exceptional levels of servicing and we continuously strive to recognize opportunities for improvement. Please be advised, due to a printing error the original escrow check dated September 01, 2016 was not issued until September 27, 2016. However, we have placed a stop payment on the check that was mailed to Mrs. [redacted] and the funds will be wired directly to her bank account on October 18, 2016. If [redacted] has any further questions, she may contact her account representatives Shenika W. at ###-###-####, extension [redacted], or Jerry M. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at ###-###-####, Monday - Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT.

RE: Case#[redacted], [redacted]Dear [redacted]:Thank you for the opportunity to respond to the complaint filed by [redacted] regarding her account with Ditech Financial LLC (Ditech).We would like to assure Ms. [redacted] that Ditech makes every effort to credit payments as requested....

Records indicate that on April 30, 2016, a payment of $1,849.00 was received at our payment processing center. The payment was applied to the account's escrow, per the included payment coupon, which indicated that the payment was intended for escrow. A copy of the payment coupon is enclosed for Ms. [redacted]'s convenience.On May 17, 2016, a request to reallocate the referenced payment from escrow to the May 1, 2016, contractual payment was requested. Unfortunately, due to a recent internal system upgrade, all reallocation request have been delayed. An additional request to escalate the reallocation was made on June 10, 2016, but was not completed until June 27, 2016. The late charge of $44.22, that was assessed as a result of this matter was waived on June 27, 2016. There was no negative credit reporting made as a result of this issue. We apologize for any dissatisfaction this matter may have caused.If [redacted] has any further questions, they should contact her account representative Tarsha H, at ###-###-####, extension [redacted], or Thomas H. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at ###-###-####, Monday -Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT.Sincerely,Shea [redacted]Customer Service Correspondence Supervisorcc: [redacted], [redacted], ADDISON, IL 60101 [redacted]

RE: Case#[redacted] , [redacted]Thank you for the opportunity to respond to the complaint filed by [redacted] regarding his account with Ditech Financial LLC (Ditech).According to the terms of the contractual agreement, the monthly payment is due on the 1st. If the payment is not received on or...

before the due date it is considered late and is subject to collection calls. If the payment has not been received by the 16th of the month, a late fee may be assessed to the account. Enclosed for your convenience is a copy of the signed Note. Under (6) Borrower's Failure to Pay as Required, (A) Late Charges for Overdue Payments it states "If the Note Holder has not received the full amount of any monthly payment by the end of fifteen calendar days after the date it is due, I will pay a late charge to the Note Holder."We apologize for any dissatisfaction you encountered. Our policy and practice is to conduct all communications in a courteous and professional manner and to, at all times, treat our customers and third parties with respect. We do not tolerate unprofessional behavior from any of our associates.When a payment is not received in full by the due date, attempts are made to contact the customer in order to prevent the account from further delinquency. Collection communications are placed solely for the purpose of determining payment intentions when the customer fails to pay as agreed. If the customer has agreed to make a payment, collection communications may continue if a payment is not received by the promised date. If the delinquency is not resolved, we may exercise our right to seek possession of the collateral.If you have any further questions or concerns, please contact ###-###-####, Monday - Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT. Sincerely,Shea [redacted] DitechCustomer Servicecc: [redacted] OCEANSIDE, CA 92058 [redacted]

RE: Case#[redacted] , [redacted]Dear [redacted]:Thank you for the opportunity to respond to the complaint filed by [redacted] regarding her account with Ditech Financial LLC (Ditech).We would like to apologize for any inconvenience that may have been caused. Account records indicate that check...

number [redacted] in the amount of $3,144.23 was mailed on July 13, 2016. Unfortunately, we are unable to compensate [redacted] for any interest as requested. As the check has already been sent by regular mail we are unable to overnight the funds as requested.If [redacted] has any further questions, they should contact their account representative Jeremiah S. at ###-###-####, extension [redacted], or Emmanuel M. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at ###-###-####, Monday -Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT.Sincerely,Shea [redacted] DitechCustomer Servicecc: [redacted], NEW CASTLE, CA 95658 [redacted]

February 12, 2016
[redacted]
Revdex.com OF MINNESOTA AND NORTH DAKOTA
220 S RIVER RIDGE CIR
BURNSVILLE MN 55337
RE: Case # [redacted], [redacted]
Dear [redacted]:
Thank you for the opportunity to respond to the complaint filed by [redacted]...

[redacted] regarding her account with Ditech Financial LLC ("Ditech").
Ditech's mission is to provide exceptional levels of servicing and we continuously strive to recognize opportunities for improvement. The appropriate department management was notified of [redacted]'s concerns and the issues have been addressed accordingly.
Records reflect the account is set up on our Auto Pay program (ACH). Regretfully, the debit date of January 16, 2016, was on a Saturday; therefore, the payment was not debited until the next business day, which was Tuesday, January 19, 2016. The regular monthly payment is due on the 1st of each month. Based on the account reflecting past due by more than 15 days, a collection call was placed to determine payment intentions. Although a collection call was placed, we were not successful in reaching the customers.
It appears [redacted] misconstrued our attempted collection call by thinking the ACH payment was not being debited, which was not the case. Therefore, she scheduled a subsequent payment via our website. Both payments posted to the account on January 19, 2016. The payment scheduled via the website, in the amount of $1,103.40, and the $12.00 Speedpay vendor fee, was returned on January 27, 2016.
Because of any miscommunication, we processed a reimbursement back to her bank account on February 8, 2016, in the amount of $72.00. The $72.00, reimbursed her for two bank fees, each in the amount of $30.00 and the Speedpay vendor fee of $12.00. [redacted] should validate the funds were received with her financial institution.
As of today, the account is reflecting past due $1,103.40, less the unapplied funds account balance of $20.62, to satisfy the February 1, 2016, due date. The ACH payment of $1,124.02 is scheduled to be debited on February 16, 2016.
If you have any further questions or concerns, please do not hesitate to contact our Customer Service Department at (800) [redacted], Monday - Friday, 7 a.m. to 8 p.m., and Saturday 7 a.m. to 1 p.m. CT.
Sincerely,
Nikki [redacted]
Customer Service Correspondence Supervisor
/kas/36/
cc: [redacted], [redacted]., Wellsburg, WV 26070
(Case # [redacted] Brozstek.pdf)

Thank you for the opportunity to respond to the complaint filed by [redacted] regarding his account with Ditech Financial LLC (Ditech). We would like to apologize for any dissatisfaction Mr. [redacted] has encountered in dealing with our associates and the claims process. Our policy and practice is...

to conduct all communications in a courteous and professional manner and to at all times, treat its customers and third parties with respect. We do not tolerate unprofessional behavior from any of our associates. Please be assured the responsible department management was notified of Mr. [redacted]' concerns, which were addressed with the specific associates and resolved. Policies are set in place to ensure both our customer's interests and our interests in the property are protected in the event of an insurance claim. The processing time on a claim, once all documents are received, is 7-10 business days. When all of the required documents are received, the funds are released accordingly. Records indicate we received the claim check on December 5, 2016, and it was sent for deposit on December 8, 2016. We then had to wait for the funds to be available so a check could be ordered. A check in the amount of $11,024.75 was ordered on December 12, 2016, and was mailed to Mr. [redacted] on December 13, 2016. For further information regarding the claim, Mr. [redacted] can contact our Claims Department at (800) [redacted], extension [redacted], Monday through Friday from 7:00 AM to 4:00 PM Mountain Time. If Mr. [redacted] has any further questions, her may contact his account representatives Markesha E. at ###-###-####, extension [redacted], or Zena D. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at ###-###-####, Monday - Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT.

I have signed and Dated.

RE: Case#[redacted] Dear [redacted]: Thank you for the opportunity to respond to the complaint filed by [redacted] regarding her account with Ditech Financial LLC (Ditech). As previously stated in our response dated February 21, 2017, we understand that Mr. and Mrs. [redacted] were provided incorrect information concerning the $1,000.00 Home Affordable Modification Program (HAMP) incentive payment and we apologize for the inaccurate information provided. However, we are unable to reallocate those funds. Additionally, we removed the negative credit reporting that was caused due to the misinformation provided. However, the payments are still owed and Mr. and Mrs. [redacted] will need to make those payments. There may be options available to assist Mr. and Mrs. [redacted] in bringing the account current, such as a deferral or short term repayment plan. They may contact their Account Representative at the phone number listed below to discuss their options. Please be advised, Mr. and Mrs. [redacted]'s account will still be eligible for the yearly HAMP incentive credit, as long as their account does not become 90 or more days delinquent. As of the date of this correspondence, the account is 57 days past due. The due date for this account is the 1st day of each month. If a payment is not received in full by the 1st day of the month, the account will be past due. If a payment is not received in full by the end of 15 days after the due date, a late fee may be assessed. The grace period refers solely to the date in which late fees may be assessed and has no bearing on when the account is considered past due or when collection activity may begin. Any payment that is not received prior to the billing statement being generated will not be reflected on the statement. Customers may view up-to-date account information on our website: www.ditech.com. Our records indicate that a billing statement was sent on January 20, 2017, which indicated an amount due of $1,560.39. Please understand that the amount due included the past due amount for the December 2016 and January 2017 monthly payments and the amount that would be due February 01, 2017. We apologize for any confusion this may have caused. As of the date of this correspondence, the account is past due for $1,040.26 for the payments due January 01, 2017 and February 01, 2017. If [redacted] has any further questions, she may contact her account representatives Rosa R. at (800) [redacted], extension [redacted], or Andrew A. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at (800) [redacted], Monday - Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT.