Ditech Financial, LLC

March 15, 2016
[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").
We understand [redacted]'s concerns. Please be assured that her correspondence has been reviewed with the appropriate department management and the following response is provided.
You have the option of making a payment via the telephone or via our online Speedpay option. Speedpay is an unaffiliated third party vendor contracted by Ditech. When using this option, you will be notified immediately that the service is being provided by Speedpay and that a Speedpay vendor fee of $12.00 will be assessed for the service. There is currently no other option for our customers to make a one-time payment online without assessing a processing fee. We apologize for any inconvenience this may cause.
Our automatic payment program has no additional fee assessed with the payment each month. With this program, your monthly payment is automatically debited on the date that you select. The date selected cannot extend past the late charge date. The debit will occur on the first business day after the date selected if the date selected falls on a weekend or a holiday. An application for the automatic payment program can be located on our website.
You may also utilize your bank's bill pay service this service is usually offered with no additional cost to the customer. Please be aware, when submitting payments via bill pay it may be remitted from you bank to Ditech by mail.
We would like to invite you to visit our website at www.ditech.com. We are continually working to make improvements in order to provide the best service for our customers and have upgraded our website with new features to better serve you. You may now enroll to receive alerts regarding your account. In order to sign up for this program, please complete the following steps:
1. Register and/or log into your account at www.ditech.com.
2. Hover over the Messages and Alerts tab and click on Alert Preferences.
3. Enter your email address and/or your cell phone number and click on the box to agree to receive information and alerts.
4. Click on Save Preferences and you will receive a confirmation message.
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 (844) [redacted], Monday - Friday, 7 a.m. to 8 p.m., and Saturday 7 a.m. to 1 p.m. CT.
Sincerely,
Shea [redacted]
Customer Service Correspondence Supervisor
/ars/35/
cc: [redacted]
[redacted]
Walden, NY 12586

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. Please be advised we have Mr. [redacted]'s proof of insurance on file for California Casualty...

with effective dates of August 25, 2015 through August 25, 2016.However, we did not have proof of insurance for the Master Policy for Mr. [redacted]'s account; therefore, a lender placed insurance policy was purchased for the account effective May 26, 2016 through June 26, 2016. The cost of this policy was $311.78. Records indicate we attempted to obtain the Master Policy from Mr. [redacted]'s Condo Association and also attempted contact Mr. [redacted] to obtain the Master Policy; however the policy was never received.Please note, the account will continue to be billed by Ditech each time a policy is purchased unless we receive proof of the Master Policy. Mr. [redacted] may have his Condo Association submit proof of the Master Policy to e-mail [email protected], or they may also mail or fax proof of insurance to the below:Ditech Financial LLC, IAAOA [redacted]Miami, FL 33197-9282Fax #: ###-###-####Once we receive proof of the Master Policy coverage, the lender placed insurance will be canceled, with no premiums due.Further, the sale and transfer of servicing rights between financial institutions is a common occurrence in today's lending industry. These acquisitions do not require the permission of the debtor to take place. Please note that we are unable to facilitate Mr. [redacted]'s request to sell his mortgage to another institution as we cannot transfer an account upon a customer's request.If Mr. [redacted] has any further questions, he should contact his account representative Tyler H. at (800) [redacted] extension [redacted], or Daniel T. 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.

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). Our records indicate that Mr. [redacted]'s account was originated by GMAC Mortgage Corporation DBA ditech.com....

Please note, we are not affiliated with GMAC Mortgage Corporation DBA ditech.com. Mr. [redacted]'s account was transferred to us from GMAC Mortgage, LLC on February 01, 2013; however, this account is currently open. If Mr. [redacted] had another account with GMAC Mortgage Corporation, LLC that was closed without a lien release, Mr. [redacted] will need to contact Ocwen Loan Servicing, LLC at ###-###-#### or ###-###-####, as we do not have the authority to release a lien on an account we do not service. We apologize for any confusion or inconvenience this matter has caused Mr. [redacted]. If [redacted] has any further questions, he may contact his account representatives Peter C. at ###-###-####, extension [redacted], or Bobby 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.

Pursuant to [redacted]'s correspondence, a review of the account determined that when the servicing of the loan transferred to us from Amerifirst Financial, Inc. on August 1, 2015, the property tax information was not immediately loaded into our servicing system. Therefore, property taxes for the account were verified by our third party vendor [redacted], and entered into our system as with the Navajo County Treasure's office, using the parcel number provided to us by Amerifirst Financial, Inc., and paid accordingly. On May 20, 2016, our third party vendor, received a returned check, in the amount of $471.85, which resulted in the opening of an investigation. Research confirmed that property tax payments had been disbursed to the wrong county and corrections were made.Records indicate that Ms. [redacted] contacted us on May 25, 2016, concerning delinquent property taxes, at which time it was confirmed that the information on file was incorrect and an investigation into the matter was in progress. On July 1, 2016, a payment, in the amount of $1,297.32, was disbursed for the payment of the delinquent property taxes due to Gila County. Ms. [redacted], may be assured that any penalties or interest charges that were assessed were paid by Ditech and have not been charged to her escrow.At this time, we have confirmed that request to be refunded for the remaining amount of property taxes disbursed to Navajo County, in the amount of $471.85, has been made. When the funds have been received they will be reapplied to Ms. [redacted]'s escrow. When the additional refund is received from Navajo County, an additional escrow analysis may be completed to further reduce the monthly payment. We apologize for any dissatisfaction this matter may have caused.

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).Please be advised, Ditech has submitted the updated information to the major credit reporting agencies...

to reflect the account status of current. We would like to apologize for any inconvenience that may have been caused.If [redacted] has any further questions, they should contact their account representative Luis C. at ###-###-####, extension [redacted], or Gracie C. 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], [redacted] [redacted] JUNCTION CITY, KS 66441 [redacted]

Pursuant to Mr. [redacted]'s correspondence, research into the referenced payment was completed, it was determined that the payment reversed from the account on February 1, 2017, was the payment of $340.69 originally made on December 31, 2016. The date that the reversed payment was received was listed...

on the returned payment notice sent to Mr. [redacted] on February 2, 2017. A copy of this notice is enclosed for Mr. [redacted]'s review.Our review found that a stop payment request, for the December 31, 2016 payment, was received from Mr. [redacted]'s bank on January 6, 2017. Although the stop payment request was received on January 6, 2017, it was not immediately processed. On February 1, 2017, the stop payment was processed and the amount of $340.69 was reimbursed to Mr. [redacted]'s bank. The amount of the reimbursement was taken from the last payment remitted for the account, which was received on January 31, 2017 and had been applied to the account for the February 1, 2017 payment. After the reversal of the $340.69, the remaining balance of the funds remitted on January 31, 2017, in the amount of $187.83, were placed in unapplied funds (UAF), until additional funds were available that would allow us to credit a full payment to the account. An additional payment of $340.69 was received on February 11, 2017, combined with the UAF balance of $187.83, and was credited to the February 1, 2017 payment of $340.69, with the additional funds of $187.83 being credited to the negative escrow balance.Mr. [redacted] should be advised that the reversal of the December 31, 2016 payment did not cause the current account delinquency. Our records indicate that no payments were remitted for the account in March; therefore, when the funds were remitted as payment in April, they were first applied to the March payment. As of the date of this letter, the account is due for the May 1, 2017 payment of $340.69, has $0.00 in unapplied funds, and an outstanding late fee balance of $200.18.

I am rejecting this response because: Everything is not being told, that was stated during my first conversation I had with the first and second representative initiating the forbearance.  The first initial conversation with Dietrich representative is correct because I told them that I was not able to pay back the forbearance amount after the three months all at once.  I had a financial hardship of making my home livable again due to the mildew and mold, so I reach out again to Dietech concerning a loan forbearance explain the situation to the second representative.  They stated that they can add the months to the end of the 30 year loan and I excepted the terms of the forbearance and it was granted by Dietech.  I am not disagreeing on paying back the forbearance.  I am disagreeing on the terms of paying it back.  The only way that Revdex.com can understand my point of view is to obtain the recordings from Dietech and listen to them from when I initiated the forbearance.

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

in the amount of $30,000.00 was received on May 9, 2016. This payment was applied as follows: $969.30 was applied as a monthly payment and the remaining $29,030.70 was applied as extra towards principal. Pursuant to your request, a re-amortization request was entered and on June 13, 2016 and a Recast Approval Letter was mailed to the address on file.It is customary in the mortgage lending industry for accounts to be sold and transferred between lending institutions. These transfers do not require the permission of the debtor to take place. Your account will remain with Ditech at this time.For more information regarding current financing or refinancing options with Ditech, please contact a Customer Service Representative at ###-###-#### or visit www.ditech.com.If [redacted] has any further questions, they should contact their account representative Chad L. at ###-###-####, extension [redacted], or Kenneth K. 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], [redacted] FRANKFORT, IL 60423 [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 apologize for any dissatisfaction that this matter has caused Ms. [redacted]. Our mission is to provide...

exceptional levels of servicing and we continuously strive to recognize opportunities for improvement. When an account is closed, we begin gathering the documents held as security on the account from our custodian. A custodian is a facility outside of Ditech that guarantees the documents are securely held for our customer as well as us. We spoke with Ms. [redacted] on several occasions and advised her that it may take up to 68 days for the documents to be released. However, per her request, we expedited the lien release for her account. Please note that we still had to wait for the documents to be received from our custodian before they could be sent to Ms. [redacted]. Our records indicate that the Lien Release was sent to Ms. [redacted] on October 24, 2016. The Certificate of Title to Motor Vehicle was sent to Ms. [redacted] on October 28, 2016. Copies of these documents have been enclosed for your reference. As stated in the enclosed letter, Ms. [redacted] will need to take the documents to her local Department of Motor Vehicles to have the lien removed. We apologize for any confusion this matter may have caused. If [redacted] has any further questions, she 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.

I am rejecting this response because: In their response Ditech states they can not reply to emails for 30 plus days. I don't understand why they can't respond to a clients email for said days however they can reply to this complaint promptly. As for Calling and speaking to ' my representative ' I've called him everyday up to 5 times without any success. I have left him a few messages and as I kept calling the mailbox became full which meant I couldn't leave anymore messages. My representative obviously isn't doing his job or his mailbox wouldn be full. In regards to Ditech having several other numbers to call, I've done that and due to my number being linked to my account I do t have the option to enter an extension or to speak with another representative. It's quite easy to make paperwork look the way you want it to. I've spoken with representatives at Ditech about payments, when they were mailed/Western Unioned and it took weeks before a representative would call me to let me know that they found my payment and in the meantime I was charged a late fee. I had no idea that my payment was returned for ' non-sufficient funds ' I haven't received anything from my bank stating anything was returned due to their claim. Had I known this I would've promptly made another payment. My insurance was cancelled due to noncommunication on Ditech part. In Ditechs company training needs to be a high priority along with costumer service. If my representatives mailbox is that full someone should look into why everyone is calling this company, there is most likely an issue with this company.

I am rejecting this response because:



I have had three
consecutive modification processed through Ditech starting in 2014. With that
said I have never been penalized for the inscribed inter office late posting or informed I would incur a
blemish or shortage. This recently invented design was created to cause me
these late postings; basically it does not matriculate my previous transactions
using the standard practices. It is one-sided and as a result has a negative
impact on my profile. I am not at fault but for Ditech’s maneuvers with their
delayed postings. My checks were cashed in the months in question by Ditech on
the fourth of each month via my bank account. I am sure the audit department would
not be pleased with this behavior. Ditech took my money on the fourth and held
it to capitalize off of causing me this blemish
 
My question again is :why Ditech would give me a trail period
plan that would make me late or hold my funds to make a full payment. and not
inform me  of this dilemma. why wasn’t I given the option to put in the shortage ?  What was the benefit of keeping it a secret?  They performed unfair practices upon me taking
the opportunity to apply for a modification. I saw a disadvantage in my finances, in turn I
called Ditech assistance, nonetheless I made my payments on time before and after.
I did not foresee this corrupt act to
pose this blemish on my account. Once again straying away from the facts of their
unprofessionalism
 
In conclusion my claim only called to recognize the errors on my account
posting that transcribed a foundation due to the lack of information, as Ditech
never disseminated writings concerning a shortage during this modification.
This untold action was configured for me to encumber three late payments.  It is discouraging in my findings, that
Ditech creates these excuses to address the errors presented on my account. I
am still being affected by their lack of knowledge and unprofessionalism going
on six years. As a result, I have been penalized in most of my business
dealings upon establishing their loan product. 
As the methods used were deceitful in the proceeding. The replies given
essentially promote unhanded practices within the business of disseminating
loans to the public.  During every step
in following their protocol to start my trail payment for the loan
modification, I experienced major defects, hardships and challenges by Ditech.
Nonetheless, Ditech has continued to overlook their formulated number of
mistakes to omit any compensation in their wrong doings. But instead within the
rims of the accumulation of fractions on my account they have decided to water down
my claim and put forth to blame me for these errors.

Thank you for the opportunity to respond to the complaint filed by [redacted] regarding an account with Ditech Financial LLC (Ditech). We would like to apologize for any dissatisfaction Ms. [redacted] has encountered with Ditech. Please be assured that her concerns were forwarded to the appropriate...

department for review. A check in the amount of $150.00 was requested on Friday, September 16, 2016, to be mailed via FedEx to [redacted]'s Appraisals. If Ms. [redacted] has any further questions, she may contact our Customer Service Department 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.

June 13, 2016       [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] concerning 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.           Please be advised that the investor of the loan must approve a short sale request. The process of approval can take some time and be quite involved. We apologize for any dissatisfaction this may cause.   Records indicate that a short sale approval has been granted and a letter indicating the approval sent to the account owners on March 23, 2016. The approval was not sent directly to Mr. [redacted], because he is not the borrower for the loan securing the referenced property. We have an authorization to release account information to Mr. [redacted] and he should contact the Bankruptcy Department at (888) 298–7785, to discuss the status of the short sale requested. A copy of the approval letter issued to the borrowers is enclosed for Mr. [redacted]’s convenience.   We again apologize for any dissatisfaction this matter may have caused. If you have any further questions or concerns, please 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.   Sincerely,       Kristina [redacted] Customer Service Correspondence Supervisor   /asw/42/     cc:  [redacted]         Estates Director    [redacted]
[redacted]         [redacted]         Beverly Hills, CA 90210 [redacted]

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] has encountered 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 and resolved. Unfortunately, we do not have a record of receiving an email from Mr. [redacted] on April 5, 2016.The processing time on a claim, once all documents are received, is 10 business days. However, as Mr. [redacted] was advised, Ditech was going through a computer system transition at the beginning of April 2016. Records indicate that we received Mr. [redacted] claim check and paperwork on April 8, 2016. However, due to the computer system transition, our Claims Department was running a few days behind our normal processing time. Mr. [redacted] check was deposited on April 16, 2016, and the claim processed on April 22, 2016. A check was ordered for $15,845.99, which is 95% of the original check amount and mailed to Mr. [redacted] on April 25, 2016. From the time we received Mr. [redacted] check on April 8, 2016 to the time we mailed the check on April 25, 2016, was 12 business days. We apologize Mr. [redacted] had to wait longer than expected.Ditech claims procedures are to release up to 95% of the initial funds for claims between $10,000.00 and $20,000.00. We retain 5% of the funds until the customer notifies us that the repairs are complete. When the repairs are complete, we do a final inspection and release the remaining 5%.Please note that the claim check is deposited in an interest bearing restricted escrow account and the interest is applied to the account on the third business day of the month. While Mr. [redacted] is correct that the claim funds is their money, Ditech is the lien holder on the home and we are entitled to make sure the repairs are made to the home. For further information regarding the claim, Mr. [redacted] may contact our Claims Department at ###-###-####, Monday through Friday from 7:00 AM to 4:00 PM Mountain Time. If Mr. [redacted] has any further questions, he should contact his account representative Lawanda J. at ###-###-####, or Rashad N. 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.

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 with Ditech's Customer Service Department. Our mission is to provide exceptional...

levels of servicing and we continuously strive to recognize opportunities for improvement. Please be advised that Ms. [redacted]'s concerns were forwarded to our Escrow Department for review. It was found that in 2015 the market & taxable value was $2,053.00 (Land Only) and assessed $225.00 with a tax rate of $130.98, which reflected only $29.47 in taxes due. In 2016, the market & taxable value was $157,000.00 (Land and Home) and assessed $17,270.00 with an exemption of $1,000.00 for net assessment of $16,270.00, with a tax rate of $133.09, reflecting a tax amount of $2,165.37 due. We have enclosed a copy of the Leonard Sullivan-Oklahoma County Assessor's records page for your review. When the escrow analysis was completed June 29, 2016, the anticipated disbursement for taxes was $29.47, which resulted in an escrow overage of $2,586.30. When the escrow analysis was completed June 13, 2017, the updated tax amounts were used, so the analysis was calculated with the anticipated tax amount of $2,165.37, which created a shortage amount of $3,374.85. We have completed a new escrow analysis, and spread the shortage over the maximum amount of 60 months instead of 36 months. Therefore, the escrow shortage payment decreased from $93.75 a month to $56.25 a month, which decreased the total monthly payment from $1,178.42 to $1,140.92 beginning with the August 1, 2017 due date. Enclosed is an account payment for Ms. [redacted]'s review.

Initial Business Response /* (1000, 11, 2015/07/01) */
July 1, 2015
[redacted]
Revdex.com OF MINNESOTA AND NORTH DAKOTA
220 S RIVER RIDGE CIR
BURNSVILLE MN 55337

RE: Case Number [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").
We understand Ms. [redacted] concerns. Please be assured that her correspondence has been reviewed with the appropriate department management and the following response is provided.
Our records indicate that Ms. [redacted] contacted our office on June 19, 2015 to report a recent loss to the property. As normal practice, insurance companies issue the claim check in the name of the policyholders and the mortgage holder. As a result, endorsement of all parties is required in order to negotiate the check.
Based on the amount of the claim and the good payment history of the loan, we advised Ms. [redacted] that the physical check was required for our endorsement. Once received, we would endorse the check and return it to Ms. [redacted]. On June 23, 2015, Ms. [redacted] informed us that she attempted to deposit the check into her personal bank account. We are unable to sign the release form. In order to efficiently resolve this matter, Ms. [redacted] must request that her financial institution return the original check to her. Otherwise, State Farm will need to stop payment on the original check and reissue a replacement.
If you have any further questions or concerns, please contact Green Tree at (800) [redacted], Monday - Friday, 7:00 a.m. to 8:00 p.m. CST, and Saturday 7:00 a.m. to 1:00 p.m. CST.
Sincerely,
[redacted]
Customer Service Correspondence Supervisor
/jcn/30/
cc: [redacted], Alorton, IL 62207
Initial Consumer Rebuttal /* (3000, 13, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the check has been paid already but the bank has ahold on it because greentree needs to endorse.State farm can not stop payment on it because it has been paid. Green tree told me to send A photo copy that had been notarized so they could endorse. Sandy from regions bank fedexed the check and an overnite return envelope to them along with a form to sign. They said this was not acceptable. then they said the copy of the check needed to have the verbage this is a legal copy and have the bank manager to sign it.Sandy is on vacation she will return on July 6th. State farm said for Green tree and I to handle this.What green tree is telling you is different from what they told me.
Final Business Response /* (4000, 17, 2015/07/23) */
July 23, 2015

[redacted]
Revdex.com OF MINNESOTA AND NORTH DAKOTA
220 S RIVER RIDGE CIR
BURNSVILLE MN 55337

RE: Case Number [redacted]
Dear [redacted]:
Thank you for the opportunity to respond to the rebuttal filed by [redacted] regarding her account with Green Tree Servicing LLC ("Green Tree").
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.
A notarized photocopy will not be sufficient for us to endorse the check. We apologize for any miscommunication regarding this matter. Ms. [redacted] must request that her financial institution provide her a legal copy of the original check. A legal copy of a check is specially formatted so it can be processed as if it was an original check. Upon receipt of the requested legal copy, we will promptly endorse the check.
If you have any further questions or concerns, please contact Green Tree at (800) [redacted], Monday - Friday, 7:00 a.m. to 8:00 p.m. CST, and Saturday 7:00 a.m. to 1:00 p.m. CST.
Sincerely,
[redacted]
Customer Service Correspondence Supervisor
/jcn/52/
cc: [redacted], Alorton, IL 62207

I am rejecting this response because:
I did receive the letter that was attached by Shea Anderson however this came after my initial contact with Ditech after I alerted them to the issues that I was having with my Ditech account. On April 1 of this year Ditech updated their system. When I logged in afterwards I noticed that my autopay was no longer set up at which time I called in and spoke with Supervisor Erica (ext. [redacted]) who was able to request that it be reactivated as it had been previously. This call took place on April 13.  When I checked back in a week later the changes had not gone through and I called and spoke with Erica again (4/20/2016) who informed me that their system was showing that I had canceled autopay the day after we spoke on the phone, which is what this letter is refering to. This was not the case and I asked her how we could get it set back up again at which time she emailed me the bi-weekly autopay application (not available to apply online or even download the form on the web at that time). I faxed the forms back in that day to authorized autopay to be re-set up for a 1490$ payment to be made bi-weekly starting on 4/28.When the payment was not taken on 4/28 I called back in and spoke with Dorothy (I did not get her extension) who informed me that my request had been denied because I needed to be a month ahead on my payments before I would become eligible for autopay (to note: I had been on autopay for two years preceding and was a month ahead on my payments when I first enrolled in March of 2014). At this point I requested that I be transfered to a supervisor (Star) who may be able to help me get my payments back on track. Star took my payment over the phone since autopay had not and told me that I should resend the application in for a date of 5/12 which should be far enough in the future for autopay to be turned on before payment needed to be withdrawn. I faxed those forms in that day as well, on 4/28. My payment taken by Star on 4/28 was not posted to my account properly and my May bill showed as not paid while the payment that was taken was sent to just my principle instead of my payment (this has happened twice when I have called in payment to ditech to pay my bill).I called back in on 5/5 because this payment was not applied correctly and autopay was still in error. I spoke to a number of representatives who were unable to help me (Elise, Don, Ronice and one other who's name I did not get) before I spoke with Peter (ext. [redacted]). He assured me that he would be able to get the issue resolve and told me that it wasn't enough time for the autopay to be set up and I would need to choose a date further in the future. While I was on the phone he put me on hold and told me that he was speaking with the ACH team responsible for the autopay withdrawals and that I would not need to refax the forms, that they would be able to use the form that I had previously sent in and adjust it for a few payments in the future (i.e. since 5/12 was too soon to be set up we could make it for 6/9 and that he would take post dated phone payments in the interim on 5/12 and 5/26. Peter also requested that the funds mistakenly attributed to principle only be applied correctly and told me that he would call me back on 5/13 to make sure that the 5/12 payment was applied correctly and then again on 5/26 to make sure that autopay was set up correctly and ready to be used.On 5/13 Peter called back and checked my account again. I was pleased that he followed through when he said he would call me back but at that time neither the misappropriated 4/28 payment had been corrected nor had autopay been applied. Once more he put in the request for both of those things to be corrected. On 5/27 after I didn't hear from Peter again I called in and was told that there were technical dificulties with his extension and I could not be connected and the automated phone system would hang up on me.In my most recent call on 7/15 when my 7/1 payments had still not been attributed and I was concerned with being late on my monthly bill I was told that there was nothing they could do to fix this problem and that the best they could do is to take me off of the autopay system since they couldn't adjust the payment amount. I was also told that I was grandfathered in to the system from my previous autopay payments which is why these payments were taken on 7/1 despite apparently not being a month ahead on my mortgage payments as is typically required. I also questioned why a request that they are claiming was made on 5/31 was not put through until 7/1 and the representative was unable to provide an answer and suggested that I put in a written request for proof of authorization for the 5/31 transaction which I did that day.At this point I had faxed in forms twice as well as had Peter put in a written request for the ACH department to have my payment of $1490 drafted on the same schedule as my incoming paychecks. None of these attempts had been successful. I have put in a written request to see the notes that were made to my account as well as evidence of the changes that were supposedly made online which they have cited. In every instance of my communication with them I have made it clear that I would like $1490 withdrawn bi-weekly for a total of $2980 per month (on two payment months). In the end this comes to 1119.04 additional to principle monthly on months with two payments. Apparently their autopay system has translated this to a weekly additional payment of 1119.04. It is not clearly stated in their letter that this amount is to be withdrawn bi-weekly and the fact that my request for $560 extra to be added to principle for a total of $1490 biweekly has been misconstrued is my primary concern. Furthermore I have never authorized payments to be withdrawn on 7/1 and instead every request of mine made to Ditech has been for autopay to be withdrawn on Thursday of the odd numbered weeks of the year. Every phone conversation and faxed form has clearly outlined the dates that follow this schedule and payments that are clearly stated to be $560 additional to principle bi-weekly for a total bi-weekly payment of $1490.The level of misinformation that I have recieved and the number of times that my funds have been misallocated or not properly withdrawn is far beyond that which I would expect from any modern banking or financing system. When issues are had both with the website autopay services as well as the customer service representative payments being taken incorrectly it takes away all confidence that I have in this company properly handling my mortgage. Consider for reference is a screen shot of my account autopay as visible from the customer log in. Taken on 6/1 it shows a total recurrent autopayment of 0$. Furthermore all payments on this screen are shown in monthly form, 1244.71 is my monthly principle, 616.24 is my monthly escrow, and 1119.04 is my monthly addition to principal. 7/1 is the due date of my next payment and there is no mention of any withdrawal date.

We will need a signed written consent.

Thank you for the opportunity to respond to the rebuttal filed by [redacted] regarding her account with Ditech Financial LLC (Ditech). As advised, our records do not indicate that the account was reaffirmed. If Ms. [redacted] would like an opportunity to reaffirm her loan, she would need to contact her bankruptcy attorney. Further, our previous response should have advised, since Ms. [redacted] discharged her obligation to the loan, Ditech submitted an Automated Universal Data form (AUD) on July 21, 2016, to the four major credit reporting agencies (Equifax, Experian, Innovis and Transunion), to delete Ditech's tradeline from her credit report. Enclosed is a copy of the letter sent to Ms. [redacted] dated August 14, 2015, advising she was approved for trial period payments. Records indicate the we received each trial payment in the month it was due. However, during a trial period plan, funds received are credited toward the trial schedule, but held from posting until the time that a full contractual payment is received. Once the full contractual payment is received, the funds are then posted to the oldest payment due. Any remaining funds are then held towards the next full contractual payment or until the trial has completed. Once the trial plan has completed, additional funds received, will hold from applying until the final loan modification is performed. These payments will be applied as post-mod payments. This is explained under the "Additional Trial Period Plan Information and Legal Notices" in the enclosed letter. Since the payment of $1,183.87 received in September 2015 was not enough to complete a full contractual payment, it was placed in suspense until the next trial period payment was received in October 2015. Therefore, the September 2015 payment was not applied until October 5, 2015. The November 2015 trial payment was combined with the remaining October 2015 funds and the October 2015 payment was applied to the account on November 4, 2016. The November 2015 payment was applied to the account on December 4, 2016. If Ms. [redacted] has any further questions, she may contact her account representatives Darlene W. at ###-###-####, extension [redacted], or Mario C. 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. Although I have already paid the premium myself due to the lack of attention to all my requests to ditech, I will contact my insurance agent to let them know and maybe my payment can be applied to my car policy. I would have ratcheted ditech reimburse me but I'm thankful they finally listened and acknowledged your letter.