Ditech Financial, LLC

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). Pursuant to Ms. [redacted]'s correspondence, a review of the account was completed with our Bankruptcy...

Department. Ms. [redacted] may be advised that though we have engaged National Bankruptcy Services (NBS), as bankruptcy experts, to assist us with the legal aspects involved with servicing an account in active bankruptcy status, the physical servicing, which includes the application of funds remitted as payment for the account, has continued to be completed by Ditech. NBS allows Ditech to ensure that all the appropriate legal steps involved with a bankruptcy are processed without errors or in violation of any state or federal bankruptcy statute, but they do not service the account. While the account with Ditech is in active bankruptcy status, contact with Ms. [redacted] will be restricted to ensure our compliance with the appropriate bankruptcy statutes. This means that any written correspondence will be made only to her only through her attorney and verbal communication may only be made with Ditech's Bankruptcy Department. We regret any dissatisfaction that this may cause. Additionally, Ms. [redacted] should be advised, that while the account with Ditech is in active bankruptcy status payments remitted are not systematically applied as with non-bankruptcy accounts. Funds received are held in unapplied funds and physically reviewed by our Bankruptcy Department to ensure that the application to the account complies with any existing bankruptcy plan and are correctly coded as either remitted by the customer or by a bankruptcy trustee. When the funds are applied they are done so with a backdate to ensure appropriate crediting of the account. All other contractual payment application terms, either determined by the account's servicing protocols or by the contract signed at origination will continue as before. We apologize for any inconvenience a delay may cause. Ms. [redacted] may obtain information related to payment application by contacting our Bankruptcy Department at the number listed below. The 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. A review of the account confirms that the following amounts have been received and applied: Date Received Amount Due Date Paid 1/13/2016 $552.68 12/1/2015 2/11/2016 $652.99 1/1/2016 3/16/2016 $662.40 2/1/2016 4/13/2016 $662.40 3/1/2016 5/11/2016 $662.40 4/1/2016 6/16/2016 $662.40 5/1/2016 7/13/2016 $662.40 6/1/2016 8/19/2016 $100.00 8/27/2016 $150.00 8/31/2016 $100.009/4/2016 $150.00 9/8/2016 $162.40 9/15/2016 $125.00 9/22/2016 $125.00 9/30/2016 $150.00 10/8/2016 $150.00 10/16/2016 $113.00 10/26/2016 $150.00 7/1/2016 11/3/2016 $125.00 8/1/2016 11/17/2016 $150.00 12/5/2016 $2,224.00 9/1/2016, 10/1/2016, 11/1/2016, & 12/1/2016 Ms. [redacted] may be assured that there is no deficiency in escrow caused by the above referenced funds' application to the account. Please note, late fees and negative credit reporting will also not occur while an account is in active bankruptcy. Regardless of the active bankruptcy account status, all other servicing requirements, such as the full payment requirement, remain the same as prior to the bankruptcy filing. If [redacted] should have any further questions or concerns, she may contact our Bankruptcy Department at ###-###-####, Monday - Friday, 7:00 a.m. to 5:00 p.m. MST. Sincerely,Shea [redacted] Customer Service Correspondence Supervisor cc: [redacted] IRMO, SC 29063 [redacted]

Thank you for the opportunity to respond to the complaint filed by [redacted] regarding her account with Ditech Financial LLC (“Ditech”).  We sincerely apologize for any dissatisfaction Ms. [redacted] has encountered with Ditech and her insurance escrow disbursement. Our mission is to...

provide exceptional levels of servicing and we continuously strive to recognize opportunities for improvement. An overnight disbursement of $1,112.00 was made to Arrowhead General Insurance on May 5, 2016. Ms. [redacted] may contact Arrowhead General Insurance for any refunds that may be due. Pursuant to Ms. [redacted]’s request, the escrow account has been cancelled. Any escrow balance will be refunded to Ms. [redacted] within 20 business days. As of the date of this response, the next amount due on Ms. [redacted]’s account is 506.86 for the June 1, 2016 monthly home payment. If Ms. [redacted] has any further questions, she should contact her account representative William D. 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., and Saturday 7:00 a.m. to 1:00 p.m. CT. [redacted]

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 correspondence dated July 28, 2016, our records do not indicate that we have reported any of Ms. [redacted]'s payments as delinquent to the credit reporting agencies. If Ms. [redacted] has received her report through a third party creditor, it may not contain the most accurate updated information. To verifyaccuracy, Ms. [redacted] should review her credit report with one of the four major credit reporting agencies (Equifax, Experian, Innovis and TransUnion).If after reviewing her credit report with one of the credit reporting agencies listed above, she finds that it is showing Ditech reported delinquent payments, she should forward a copy of the credit bureau report to the above address or fax number for further review.If Ms. [redacted] has any further questions, she should contact her account representative Marla D. at ###-###-####, extension [redacted], or William F. 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 an account with Ditech Financial LLC (Ditech).We understand Mr. [redacted]'s concerns. Please be assured that his correspondence has been reviewed with...

the appropriate department management and the following response is provided.Pursuant to Mr. [redacted]'s request, the reissuing of the payoff refund, originally issued on January 1, 2016, for [redacted]'s account is currently in process. We anticipate that the refund will be credited directly to Mr. [redacted]'s bank account using the information previously provided within 3 to 7 business days. We apologize for any dissatisfaction that the delay in processing this refund may have caused.If Mr. [redacted] has any further questions, he may contact our Customer Service Department 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] GLENDALE HEIGHTS, IL 60139 [redacted]

June 7, 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] regarding [redacted]’s account with Ditech Financial LLC (“Ditech”).   We understand Ms. [redacted]’s concerns. Please be assured that her correspondence has been reviewed with the appropriate department management and the following response is provided.           Please note, the referenced 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 that an automatic clearinghouse (ACH) payment was scheduled to occur on April 1, 2016. Due to an internal system upgrade, initiated on April 1, 2016, ACH payments for some accounts were delayed until April 6, 2016. On April 6, 2016, a payment of $1,484.13 was debited from Ms. [redacted]’s bank account, and applied to the account for the April 1, 2016, payment due date, with an additional payment of $100.00 to principal.   Pursuant to Ms. [redacted]’s request made with Customer Service on April 11, 2016, the ACH payment plan was discontinued for the account.   Additional payments for the account were received on April 13, 2016 and April 30, 2016. These payments were credited the account’s principal balance, as no regular payments were due at that time. Pursuant to Ms. [redacted]’s request made with Customer Service on April 15, 2016, a request to reallocate the funds received on April 13, 2016, to the May 1, 2016, payment was made. Due to our recent system upgrade, an extended delay in completing reallocation requests occurred.   The requested reallocations were completed on June 4, 2016. No negative credit reporting occurred as a result of this issue. The referenced account was not assessed any non-sufficient funds (NSF) fees and the late fees assessed to the account, in the amount of $42.31, were waived as a courtesy on May 17, 2016.   We again apologize for any dissatisfaction this matter may have caused. If you have any further questions or concerns, please do not hesitate to contact our Customer Service Department at ###-###-####, Monday - Friday, 7 a.m. to 8 p.m., and Saturday 7 a.m. to 1 p.m. CT.      Sincerely,       Kristina [redacted] Customer Service Correspondence Supervisor   /asw/38/     cc:  [redacted]          [redacted]          Effort, PA 18330     [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 dissatisfaction Ms. [redacted] has encountered. Records indicate an escrow surplus check, in the amount of $500.92, was...

issued to Ms. [redacted] on February 4, 2016. On February 14, 2016, Ms. [redacted] advised us that she had recently moved and requested that a stop payment be placed on the surplus check and a new check be re-issued. Pursuant to her request, a stop payment was requested. However, Ms. [redacted] received the original check and deposited it into her bank account; therefore, the funds were withdrawn from her bank account and placed back into her escrow account on February 29, 2016. After the funds were deposited back into Ms. [redacted]’s escrow account, a new escrow analysis was going to be processed so the funds could be re-released. Unfortunately, a new escrow analysis was never processed. However, a new escrow surplus check was re-issued as of the date of this letter and will be mailed on Monday, April 25, 2016, to Ms. [redacted]’s new address: [redacted] Fort Pierce, FL 03951.If Ms. [redacted] has any further questions, she should contact her account representative Perquisha R. at ###-###-####, extension [redacted], or Bolivia R. 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., and Saturday 7:00 a.m. to 1:00 p.m. CT.  Sincerely,Shea [redacted]Customer Service Correspondence Supervisor

RE: Case#[redacted] , [redacted]Thank you for the opportunity to respond to the complaint filed by [redacted] regarding their account with Ditech Financial LLC (Ditech).Unfortunately, due to the status of your account we are unable to respond to your request. However, you may contact [redacted]...

[redacted] for further information. There contact information is listed below.[redacted] Counsellors at Law[redacted] Roseland, NJ 07068Phone: ###-###-####Fax: ###-###-####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], [redacted], CHERRY HILL, NJ 08034 [redacted]

I am rejecting this response because:Ditech has not provided the original contract on this account nor have they sent a subordination requested to People's Bank so that we made complete our lower interest rate from that bank. We have given Ditech all the fees they asked for the way they asked for it, and the authorization requested by them to hand over that information to People's Bank. they sent an affidavit that someone sent them having me to owe the same amount since 2007 on this account like I have not been paying on account.

Initial Business Response /* (1000, 5, 2016/02/09) */
February 9, 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 Mr. [redacted] regarding his account with Ditech Financial LLC ("Ditech").
We understand Mr. [redacted]'s concerns. Please be assured that his correspondence has been reviewed with the appropriate department management and the following response is provided.
Mr. [redacted]'s mortgage account was transferred from BAC Home Loan Servicing LP to Ditech effective March 1, 2011. The assignment, sale, or transfer of the servicing of the mortgage account does not affect any term or definition of the mortgage instruments, other than terms directly related to the servicing of his account. We have enclosed a copy of correspondence previously mailed to Mr. [redacted] regarding the account transfer. We have also enclosed a copy of the contractual agreement for your review.
The account was charged off on May 25, 2012, due to non-payment. Ditech has reported an identifiable event to the IRS regarding Mr. [redacted]'s account. The identifiable event could be an actual cancellation of the debt, or it may be an event Ditech is required to treat as a cancellation of debt solely for purposes of reporting to the IRS. Mr. [redacted] will need to contact a tax professional or attorney for any tax consequences this might have.
We again apologize for any dissatisfaction this matter may have caused. 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,
Sara [redacted]
Customer Service Correspondence Supervisor
/rgf/36/
cc: [redacted], [redacted], Remer, MN 55349

I am rejecting this response because:Their response is nothing short of inadequate. They are shifting the blame to Fidelty Co-Operative Bank. They in fact had put Fidelty on a waiting list to hear back from them; and their five separate requests should have been sent on one request for all items needed. Furthermore, they just provided me with the subordination requirements on April 18th when I had requested to speak to someone in the beginning of April, as well requested my loan documents with these guidelines in writting Lastly they now provided with two respresentives I can contact when in fact I had tried for several days to get information via telephone and not one person was able to direct me to a proper representive that could assist me and actually knew something about the subordination process.  They only could provide with a fax number and I faced over a written request to have someone please call me with more information and to answer my questions. I never received a phone call.In closing, I continue to be dissatisfied with their customer service and the manner in which they are handling this issue.Regards,[redacted]

RE: Case#[redacted] Dear [redacted]: Thank you for the opportunity to respond to the complaint filed by [redacted] regarding an account with Ditech Financial LLC (Ditech). Unfortunately, we are unable to respond to Ms. [redacted]'s concerns, at this time. The loan...

documents indicate that Ms. [redacted] signed the Mortgage which secures the above referenced loan and grants Ditech a Security Interest in the property. However, her name is not on the loan agreement which is the document that obligates an individual to the debt. Accordingly, in order to release any specific account information to Ms. [redacted], we required signed authorization from our customer advising what information we are able to release and to whom. If Ms. [redacted] has any further questions, our Customer Service Department is 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 Supervisor cc: [redacted] ATTLEBORO, MA 02703 [redacted]

Thank you for the opportunity to respond to the complaint filed by [redacted] regarding their account with Ditech Financial LLC (Ditech). Without proper authorization, we are unable to discuss the account with Ms. [redacted]. We will require a copy of the death certificate, the Probated Will,...

Letter of Testamentary, or other legal documentation naming an executor/executrix who is legally able to represent the estate in settling the individual's affairs. If someone other than Ms. [redacted] is named as the representative, we will need his or her signed authorization granting permission for us to discuss the account with her. Ms. [redacted] may submit the required documentation, along with her original request, to the Ditech address or fax number listed above. If Ms. [redacted] has any further questions, they may contact their account our Customer Service Department 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.

Thank you for the opportunity to respond to the complaint filed by [redacted] regarding his account with Ditech Financial LLC (Ditech). We apologize for any dissatisfaction Mr. [redacted] encountered in dealing with our associates. 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. Please be assured that the responsible department management was notified of Mr. [redacted]'s concerns, which were addressed with the specific associates and resolved. We have waived the late fee of $6.39 that was assessed to the May 1, 2017 due date. A Ditech Manager attempted to contact Mr. [redacted] on June 8, 2017, pursuant to his request; however, we were unable to reach him. As of the date of the correspondence, Mr. [redacted]'s account is due for the May1, 2017 and June 1, 2017 due dates. The Fair and Accurate Credit Transactions Act prohibits furnishers from providing data to credit reporting agencies which they know or have reasonable cause to believe is inaccurate. Since the May 1, 2017 payment was not received prior to May 31, 2017, the May 2017 payment was reported as 30 days late to the credit reporting agencies. Due to our policy and this act, we are unable to grant credit bureau alterations for the May 1, 2017 payment. If Mr. [redacted] has any further questions, he may contact his account representatives Jerome G. at ###-###-####, extension [redacted], or William F. 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.HOWEVER, FOR YOUR INFORMATION:I received a check in the mail on 7/8/2016 for the correct amount of $2,173.73. The mailing envelope had a mailing date stamp of July 1, 2016, but the check itself was dated 06/03/2016.  Why did it take a month for this mortgageholder to mail me the check?  Someone should investigate this company for their practices that appear to be irresponsible.See attachments as offered to substantiate this complaint.Thank you for your assistance,[redacted]

I am rejecting this response because:Dear Sir/Maam,The information provided by Ditech is incomplete, dishonest, and misleading. Ditech states “that the payment due on August 1st, 2017 was received on August 23rd, 2017” – however, that information is incomplete, dishonest, and misleading.I have been a good customer for years, I have always paid my bills in full and on time, and I have even paid additional funds above and beyond the amount billed every month [see attachment].I paid Ditech $1,085 on August 1st, 2017 – this was the same amount I had been billed previously, and the payment was made on time [see attachment].  The payment was not late.On August 17th, 2017, I received a call from Ditech, and I was informed that my payment amount had changed.  I did not receive any notice that the payment amount had changed prior to that date.I asked the representative for the new payment amount, to ensure it would be correct for my future payments, which I promptly adjusted.Considering (1) my excellent payment history, (2) my on time payment on August 1st, 2017, and (3) the fact that I was not advised of the new payment amount; I asked the represent to remove the “late fee”.  The representative declined, so I promptly paid both the shortage and “late fee” on August 23rd, 2017, while contesting what I believe to be unethical and unreasonable customer service.Additionally, I believe charging a “late fee” of $47 for a shortage of $31, for an otherwise on time payment is completely unreasonable.  That's over 150% of the shortage.I never received notification that my payment amount had changed, and I believed that I paid in full and on time.  When the new amount was brought to my attention, I promptly paid the shortage and fee, while attempting to resolve the issue with Ditech.  I believe the “late fee” should be removed and credited to my account. Thank you,[redacted]

I am rejecting this response because:
Please provide a copy of the optional insurance that I signed up for in 2014 that has my signature authorizing $11/monthly fees. All of your DiTech customers automatically qualify for a level of "free" accidental death and dismemberment coverage which is what I would have been enrolled in. I have no document or recollection of opting into a fee based plan for additional levels of dismemberment insurance and am asking for proof.  How many months or years have you been collecting an optional fee from me?  I understand from the previous message that you (DiTech) have removed the fees of $11 monthly collected two times in 2017 and applied them to my principal.  Is that correct?  Are there any additional fees that were paid beginning in 2014?

Thank you for the opportunity to respond to the complaint filed by [redacted] regarding her account with Ditech Financial LLC (Ditech). We sincerely apologize for the dissatisfaction Ms. [redacted] has encountered regarding the time it took to issue a new escrow refund check. Our mission is to...

provide exceptional levels of servicing and we continuously strive to recognize opportunities for improvement. Records indicate that the check reissue process began on March 29, 2017. At that time, a request was submitted to place a stop payment on the previous escrow refund check. On April 6, 2016, the funds of $924.92 were applied back to Ms. [redacted]'s account. A new escrow refund check was mailed to Ms. [redacted] on April 11, 2017. Records indicate that Ms. [redacted] did not receive the reissued escrow refund check; therefore, a new check reissue process began on May 15, 2017. Please be advised that the escrow refund check reissue process was completed on May 25, 2016, and a new check in the amount of $924.92 was mailed to Ms. [redacted]. Unfortunately, we are unable to provide any additional interest with the escrow refund check. If Ms. [redacted] has any further questions, she may contact her account representatives Thandi F.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.

March 31, 2016[redacted]Revdex.com OF MINNESOTA AND NORTH DAKOTA220 S RIVER RIDGE CIRBURNSVILLE MN 55337            RE:  Complaint ID # [redacted], [redacted]Dear [redacted]:Thank you for the opportunity to respond to the complaint filed by [redacted] regarding his account with Ditech Financial LLC (“Ditech”).  As indicated in our previous response, [redacted] needs to provide Ditech with a signed letter requesting to cancel the private mortgage insurance (PMI).  The letter should also indicate that he agrees to allow us to obtain an appraisal, at his expense, and charge the appraisal fee to the account.  Pursuant to his request, enclosed is the Authorization for Appraisal form he can sign and return with his letter.We again apologize for any dissatisfaction this matter may have caused.  If you have any further questions or concerns, please do not hesitate to contact our Customer Service Department at ###-###-####, 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/58/cc: [redacted], [redacted], Richmond, CA  94806

Thank you for the opportunity to respond to the complaint filed by [redacted] regarding his account with Ditech Financial LLC (Ditech). Records indicate that the following checks were mailed to Mr. [redacted] via Federal Express on September 6, 2016. Please note that 95% of each claim check was released. Check# 0000767154 issued to [redacted] and Mary [redacted] $9,425.95 Check# 0000767153 issued to [redacted] and Mary [redacted] $7,636.47 Check# 0000767152 issued to [redacted] and Mary [redacted] $157.32 We are still holding a total of $906.32, which will be released once the inspection is completed. When the repairs have been completed Mr. and Mrs. [redacted] will need to send clear, colored photographs, which are labeled, showing the completed repairs. They will also need to send the signed Certificate of Completion. For further information regarding the claim, Mr. [redacted] should 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, he may contact his account representatives Andrew D. at (800) [redacted], 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 (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.

May 25, 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] regarding his/her account with Ditech Financial LLC (“Ditech”).   We understand Ms. [redacted]’s concerns. Please be assured that her correspondence has been reviewed with the appropriate department management and the following response is provided.           Records indicate that a response to Ms. [redacted]’s concerns was mailed to the address on file on May 6, 2016. In the response made, it was conveyed that the payment received was insufficient to pay the account in full. The payoff of an account includes the principal balance; interest earned, but not collected; insurance; plus any fees that may have been assessed. Payoff quotes were generated for Ms. [redacted]’s account on the following dates and for the corresponding amounts:   Payoff Quote Dated Payoff Amount Quoted 1/19/2016 $68,284.94 1/20/2016 $68,295.12 2/23/2016 $70,097.65 2/24/2016 $70,107.83 3/1/2016 $70,097.65   On February 24, 2016, a payment of $68,584.33 was received at our regular payment address and was therefore, processed and applied to the account as a regular payment. Per the payoff instructions listed on our payoff quotes, all payoffs should be mailed or wired to the corresponding address provided on the payoff quote, referencing the Ditech account number to be applied to. The payoff quotes also provides the following warnings:   “The result of rejection will require a new payoff quote and likely a larger amount due.”   “Ditech Financial LLC (“Ditech”) reserves the right to demand additional funds to correct any error or omission in the above payoff figure that was calculated in good faith, whether the error or omission is mathematical, clerical, typographical, or for any transactions that occurred on or after the date of this payoff quote.” “   “If the funds received are not sufficient to pay off the account in full, the funds will not be posted until the remaining amount is received to pay off the account in full.”   It was determined that the amount remitted as a payoff was not received at the designated payoff address and did not include sufficient funds to pay the account in full. Therefore, the account has remained open and there is no refund due to her as asserted. A current payoff quote is enclosed for Ms. [redacted]’s convenience. Please note, records also indicate that no credit reporting has occurred for this account since August 2015.   We again apologize for any dissatisfaction this matter may have caused. If you have any further questions or concerns, please do not hesitate to contact our Customer Service Department at ###-###-####, Monday - Friday, 7 a.m. to 8 p.m., and Saturday 7 a.m. to 1 p.m. CT.      Sincerely,       Kristina [redacted] Customer Service Correspondence Supervisor   /asw/51/     Cc:  [redacted]         [redacted]          Nottingham, MD 21236