Ditech Financial, LLC

Initial Business Response /* (1000, 5, 2015/06/22) */
June 22, 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 Ms. [redacted] regarding her account with Green Tree Servicing LLC ("Green Tree"). Let me assure you we take these matters very seriously.
We understand Ms. [redacted]'s concerns. Please be assured the correspondence was reviewed with the appropriate department management and the following response is provided.
Green Tree would like to apologize that Ms. [redacted] did not received the level of customer service that she should expect from Green Tree. Please be assured, appropriate department management has been notified, and the issue has been addressed with the account manager referenced in the complaint. Green Tree's mission is to provide exceptional levels of service and we strive to recognize opportunities for improvement.
As a result of our review, appropriate action has been taken and Ms. [redacted] has been assigned a new account manager. If Ms. [redacted] has additional account questions, she can contact Account Representative, Tara M., at (800) [redacted] extension [redacted], Account Manager Ina H., at extension [redacted], or our Customer Service Department at (800) [redacted], Monday - Friday 7 AM to 8 PM, and Saturday 7 AM to 1 PM CT.
Sincerely,
Nikki D[redacted]
Customer Service Correspondence Supervisor
/rgf/47
cc: [redacted], North Providence, RI 02904
Initial Consumer Rebuttal /* (2000, 7, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I must reject this response until the vague re-allocation is presented in writing.  At the same time Ditech presented this resolution, I received a new billing requiring payment of $2020.93.  If escrow balance is now at zero as they stated, then the only new payment required for January is $985.86.  That auto pay is scheduled to be received by Ditech on 1/15/2017, not the $2020.93.  Typical Ditech lack of response continues.  I have attempted to contact Nicole ext [redacted] twice; Nicole was the supervisor who agreed verbally to the proper resolution on December 14th - unfortunately no response.  I then left two voice mail messages for Bobby M, ext [redacted] with no response.Once again, this is simple math.  Since Ditech has agreed the proper escrow funds have now been reallocated, the only other issue is that the proper auto payment of $985.86 is the only balance due.  As soon as I receive the written statement (as they have already indicated) the the escrow balance is zero and only the monthly mortgage balance of $985.86 that is out standing, I will agree to sign off on this resolution.  When I receive a billing  of a much larger payment than agreed upon, I tend to doubt their veracity. Full and complete disclosure is all I ask, very simple, spell it out completely.

Initial Business Response /* (1000, 5, 2015/07/15) */
July 15, 2015
[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 account with Green Tree Servicing LLC ("Green Tree").
The servicing of Mr. [redacted]'s account was transferred from Everhome Mortgage ("Everhome") to Green Tree effective May 16, 2014. 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.
Pursuant to his contract, the servicer may pay necessary expenses, including fees and/or interest in order to protect their security interest in the collateral and then seek reimbursement from him. Records reflect Everhome conducted inspections as a result of the account delinquency and assessed the fees for the inspections to the account as corporate advances.
The inspections consist of an informal inspection conducted from the exterior of the property and are performed in order to ensure that the property is not vacant, and the property is being maintained in accordance with city codes. The inspections are done when the loan becomes delinquent, and the cost of the inspection is charged to the account in accordance with his signed loan agreement and can vary in amount.
Enclosed is a breakdown of the assessed inspection fees totaling $116.00. The amount remaining due, which is reflecting on Mr. [redacted]'s billing statements, is $32.00.
We apologize for any dissatisfaction this matter may have caused. If Mr. [redacted] has additional account questions, he can contact Green Tree 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.
Sincerely,
Nikki [redacted]
Customer Service Correspondence Supervisor
/kas/40
cc: [redacted], [redacted], Allentown, PA 18103
Initial Consumer Rebuttal /* (3000, 7, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Don't know where to begin with this! My mortgage company is stating the reason there is a $32.00 fee on my account is from a an inspection my previous mortgage company did (Everhome Mortgage). I still feel there is an error and I have called a number of times and no one is correcting this. First of all, whenever I contacta Greentree they have no clue as to why there is a $32.00 fee every month on my acct. Then they all give me a different reason for that charge. Second, in May 2015 I paid my full balance plus the extra fee and it's still showing on my statement. Third, and this doesn't make sense but I just got a check for $10.00 from my previous Mortgage company for an inspection I over paid. I have no Idea what to do about this. On Monday 7/20 I spoke with a supervisor to see if we can get this resolved and she said she will research this and call me back so far I yet haven't heard from her. I also called my previous Mortgage company and they have no record regarding my account anymore...but I did get a check for $10.00 from them on 7/18.
Final Business Response /* (4000, 9, 2015/07/31) */
July 31, 2015
[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 rebuttal filed by [redacted] regarding his account with Green Tree Servicing LLC ("Green Tree").
The $32.00 was the net amount remaining due for several property inspections that were conducted by Everhome Mortgage ("Everhome") from February 2010 through April 2014. Records reflect Mr. [redacted] did pay the $32.00 fee in full with the payment received on May 10, 2015. Unfortunately, the $32.00 was applied to the escrow account instead of toward the corporate advance balance. Please be advised, the $32.00 was reversed from the escrow account and applied to the corporate advance balance on July 22, 2015. The advance balance is now paid in full.
The account was transferred to us with the outstanding corporate advance balance for the inspection fees. If Mr. [redacted] recently received a check from Everhome indicating it was sent to him because he overpaid the inspection fees, he can provide us with a copy of the check and correspondence he received for additional review.
We apologize for any dissatisfaction this matter may have caused. If Mr. [redacted] has additional account questions, he can contact Green Tree 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.
Sincerely,
Nikki [redacted]
Customer Service Correspondence Supervisor
/kas/56
cc: [redacted], [redacted], Allentown, PA 18103

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 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.

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]

Please see the attached Authorization form.

Initial Business Response /* (1000, 5, 2016/02/12) */
February 12, 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 Ms. [redacted]'s concerns. 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 his concerns and the issues have been addressed accordingly.
To better serve our customer's, Green Tree Servicing LLC and Ditech Mortgage Corp combined to form Ditech Financial LLC, known as Ditech, a Walter Company, effective August 31, 2015.
Both companies are owned by Walter Investment Management Corp. By combining forces, we are able to give our customers to a broader variety of home financing products and improved customer service through a single point of contact.
In connection with the concerns outlined in Ms. [redacted]'s letter and in verification of her debt with the original creditor, we have obtained and are enclosing a copy of the Manufactured Home Retail Installment Contract and Security Agreement that she signed. If after reviewing the Manufactured Home Retail Installment Contract and Security Agreement, she still disputes the validity of your debt, please provide us with further detail in support of your assertion, including any available supporting documentation (e.g., affidavits, cancelled checks, police reports, etc.). This documentation should be mailed to the above address for further research and we will respond accordingly.
We are confident the information provided adequately resolves this matter. Should Ms. [redacted] require any additional assistance, she may contact our Asset Receivables Management Department at (877) [redacted] between the hours of Monday - Thursday, 6:00 a.m. - 7:00 p.m. MT, and 6:00 a.m. - 12:00 p.m. MT.
Sincerely,
Sara [redacted]
Customer Service Correspondence Supervisor
/db/32/
CC: [redacted]. Austin AR 72007
Initial Consumer Rebuttal /* (3000, 7, 2016/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the home was through Consico, not Greentree or Ditech. There was also a court case regarding it due to a purchaser who took over the home, sold it for more than it was originally, kept all the money, and didn't have the title for the new owners. any money owed on this house needs to be directed to the person who took it and sold it. I have never had anything to do with this and I was released by the courts of having anything to do with it.or having ever owning the home.
Final Business Response /* (4000, 9, 2016/02/22) */
February 22, 2016
[redacted]
Revdex.com OF MINNESOTA AND NORTH DAKOTA
220 S RIVER RIDGE CIR
BURNSVILLE MN XXXXX
RE: Case #XXXXXXXX [redacted]
Dear Ryan [redacted]
Thank you for the opportunity to respond to the complaint filed by [redacted] regarding her account with Ditech Financial, LLC ("Ditech").
We understand Ms. [redacted]'s concerns. 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 his concerns and the issues have been addressed accordingly.
Green Tree Financial Corporation merged with [redacted] Inc., in June 1998. On November 1, 1999, Green Tree Financial Corporation officially changed its name to [redacted] Finance Corp, and was one in the same. On June 23, 2003, the parent company of Green Tree Servicing LLC ("Green Tree") purchased the assets of [redacted] Finance, through a §363(f) bankruptcy auction sale, free and clear of claims and liabilities. The portion of [redacted] Finance that was sold to Green Tree included the servicing businesses for manufactured housing, home equity and home improvement loans, and the Agency business. Green Tree makes this response in part, based upon [redacted] Finance records.
As previous indicated Green Tree Servicing LLC and Ditech Mortgage Corp combined to form Ditech Financial LLC, known as Ditech, a Walter Company, effective August 31, 2015.
Both companies are owned by Walter Investment Management Corp. By combining forces, we are able to give our customers to a broader variety of home financing products and improved customer service through a single point of contact.
We are confident the information provided adequately resolves this matter. Should Ms. [redacted] require any additional assistance, she may contact our Asset Receivables Management Department at (XXX) XXX-XXXX between the hours of Monday - Thursday, 6:00 a.m. - 7:00 p.m. MT, and 6:00 a.m. - 12:00 p.m. MT.
Sincerely,
Sara [redacted]
Customer Service Correspondence Supervisor
/db/43/
CC: [redacted]. Austin AR XXXXX

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]

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.

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.

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.

I am rejecting this response because
I was never given the opportunity to reaffirm my loan on any account nor have I had any knowledge of
the clauses of having my loan present on my credit reportBut for when green tree purchased my loan from
Bank of America my loan it was transfer as a modification and in bankruptcy
from thereonDuring this time , I had previously submitted an application for a modification with green treeThis new modloan was visible on my credit report and in bankruptcy during this transaction So, therefore, I find their statement ironic as my file promotes the opposite
Lastly, Ditech has not addressed my second part of my concernIn
the last sentence, as my payment history reflects late paymentsI am still
without word to the adjustment on my fileEven through this loan will not show
forth on my credit report due to the calamities. The errors still do exist and are displayed as
a blemish on my file with a DitechAs I have recently attempted to refinance
with Ditech's Refinance DepartmentI have spoken with Representative Eric who has
unfortunately, upon review of my account payment history, disclosed I have been
late in September, October and November of These posting are inaccurateBut more importantly, if the alleged late
payments for the months in question were not met, I would not have ever been
approved for my current modification in January of Simply, all four
payments were made on timeI have submitted copies of my payment history which
is visible and documented by Ditech website to address this issue on July 12,
2016. As this will establish my consistency
and, my timely made payment to Ditech. I would still need this area of my compliant investigated, in that I may obtain a better rate to move forward with Ditech's Refinance DivisionThank you in advance for addressing my concern
Respectfully,[redacted]

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

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.

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.

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.

Initial Business Response /* (1000, 5, 2015/06/09) */
June 9, 2015
[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 account with Green Tree Servicing LLC ("Green Tree"). Let me assure you we take these matters very seriously.
Green Tree's policy and practice is to conduct all collection activity in a courteous and professional manner and to at all times, treat its customers with respect. Collection communications are placed solely for the purpose of determining payment intentions when a customer fails to pay as agreed. Collection activity may continue until the account is brought current, regardless of payment arrangements being made. Records reflected Mr. [redacted]'s payments are being received after the due date which is the 1st of each month and collection calls are being placed.
Please be advised, a billing statement is not required in order to make a payment. In addition, the billing statement is generated each time a payment is received. The April 1, 2015 payment was received on April 16, 2015 and was posted to the account on April 20, 2015; backdated to April 16, 2015. Therefore, the May 1, 2015 billing statement was generated on April 20, 2015. The May 1, 2015 payment was received on May 24, 2015 and was posted to the account on May 27, 2015; backdated to May 24, 2015. Therefore, the June 1, 2015 billing statement was generated on May 27, 2015. In order for Mr. [redacted] to receive his statements in a timely manner, the payment should arrive on or before the due date.
We apologize for any dissatisfaction this matter may have caused. If Mr. [redacted] has additional account questions, he can contact Michael B. at (855) [redacted], extension [redacted] or Customer Service Department at (877) [redacted], Monday - Friday 7 AM to 8 PM, and Saturday 7 AM to 1 PM CT.
Sincerely,
[redacted]
Customer Service Correspondence Supervisor
/kas/36
cc: [redacted], [redacted]., Skokie, IL 60076

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.