Ditech Financial, LLC

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).Records indicate that a short sale was approved contingent on receipt of $136,932.80, by June 29, 2012....

The funds were received and applied to the account on July 9, 2012. The account was closed as paid in full for less than the full balance and a 1099-C was issued on July 16, 2012.A lending institution is required to file a form 1099-C "Cancellation of Debt" to borrowers, with a copy filed with the IRS, whose outstanding principal account balance has been charged off. The information on this form tells the IRS that some, or all, of the lender's loan was not repaid by the borrower. Form 1099-C reporting is applicable to repossessions, voluntary surrenders, foreclosures, abandonments, and settlements. For more information regarding form 1099-C, Mr. [redacted] may contact the IRS or a professional tax advisor.Pursuant to Mr. [redacted] correspondence, the information reported to the credit reporting agencies (Equifax, Experian, Innovis, and Trans Union) regarding the above referenced account was reviewed and has been deemed to be true and correct according to account records. The account is being reported as closed 60 days past due, paid in full for less than full balance, as of June 29, 2012, with a date of first delinquency, March 1, 2012.Mr. [redacted] should be advised that negative account information may remain on his credit report for a minimum of 7 years from the date of first delinquency. The date of first delinquency is used by the credit reporting agencies to determine when delinquent data is to be deleted, pursuant to the Fair Credit Reporting Act FCRA). Please note that it is the responsibility of the credit reporting agencies to monitor the trade lines listed on their credit report for removal of information.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,Kristina [redacted]Customer Service Correspondence Supervisorcc: [redacted], ROYAL PALM BEACH, FL 33421 ASWZSi8sb9P

RE: Case#[redacted], [redacted] Dear [redacted]: Thank you for the opportunity to respond to the complaint filed by [redacted] regarding the account with Ditech Financial LLC (Ditech). We apologize for any dissatisfaction Mrs. [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. Pursuant to the conversation with Tracie C. on October 21, 2016, Mrs. [redacted] was advised to download the loan modification documents at our website, www.ditech.com, fill them out and return them. Our records indicate that we have not received a loss mitigation application from Mrs. [redacted] at this time. Please note the completed documents may also be uploaded via our website. Policies are set in place to ensure both the customer's interests and our interests in the property are protected in the event of an insurance claim. The processing time on a claim, once all documents are received, is 10 business days. When all of the required documents are received, the funds are released accordingly. Customers also have the option to have the funds applied to principal balance of their loan. Our records indicate that Mrs. [redacted] sent two insurance claim checks to us; however, they were not endorsed. Therefore, the checks were returned to Mrs. [redacted] on September 30, 2016 to be endorsed and sent back. In addition, we enclosed an overnight envelope for Mrs. [redacted] to return the checks to us. We have enclosed copies of the letters sent to Mrs. [redacted] regarding this matter. As previously stated the claim cannot be completed until all required documents are received. Mrs. [redacted] can forward the endorsed checks to the address listed below: Ditech Financial LLC Attn: Claims Dept. - [redacted] Rapid City, SD 57709-6158 Our Claims Department is also available to answer any questions or concerns regarding the claim and can be reached at ###-###-####. We apologize for any confusion this matter may have caused. If [redacted] has any further questions, she may contact her account representatives Latoya M. 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: 
In reference to complaint ID [redacted],I have attached a signed copy of the form to give Ditech permission to talk with you. [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 that billing statements generated while an account is going through a loan modification may reflect information, such as interest...

paid, that will later be removed. The November 21, 2015 billing statement reflected year-to-date interest paid of $11,325.21; however, this amount included interest that was applied to the account as a result of the loan modification completed in August of 2015. Any interest that was not paid by the borrower will not be reported to the Internal Revenue Service. Please be assured that the interest paid reflected on Ms. [redacted]’s 2015 Form 1098 is correct. If Ms. [redacted] has any further questions, she should contact her account representative Laderica M. at ###-###-####, extension [redacted], or Lamne J. 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, Jared [redacted] Customer Service Correspondence Supervisor

RE: Case#[redacted], [redacted] Dear [redacted]: Thank you for the opportunity to respond to the complaint filed by [redacted]. When reviewing short sale requests, certain criteria and procedures must be followed. We apologize that this can, at times, be a lengthy process. Mr. [redacted]...

should be advised that we are unable to provide information to any third party concerning the status of a short sale, without a signed authorization on file from our customer. Mr. [redacted] may contact his relator to receive additional information related to the status the short sale in progress. If [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 Supervisor cc: [redacted] CARTERET NJ 07008 [redacted]

I am rejecting this response because:
Ditech's response shows numbers which do not match the Payment History available through my account on the Ditech website.  I've made a PDF of the Payment History and attached it to this correspondence.The attached PDF'd Payment History shows that between 11/26/2016 and 12/06/16 the Principal Balance on my account increased from $85,167.80 to $86,831.13.  This is an increase to my Principal Balance of $1,663.33 for the "reallocation."  This is where I first noticed Ditech had made changes to my account (without any prior correspondence regarding their errors) on 12/31/16.Furthermore, Ditech's response included account activity which shows my principal balance to go as high as $88,061 on 12/06/16, but that is not reflected in any of my online statements, nor is it reflected in the attached Payment History.  Please explain the $1,663.33 increase to my Principal Balance as reflected on the Payment History for my account (attached).

Ditech makes every effort to credit payments as requested. The payment hierarchy for the account requires a full payment to be received before a payment can be applied to the due date. Partial payments received will be placed in unapplied funds. Unapplied funds are payments that have been received,...

but have not yet been posted to the account because the amount received is not sufficient to make a full payment. The funds will be held in unapplied funds until additional funds are received to satisfy a full payment. Once a full payment has been received, the funds will be removed from unapplied funds and applied to the account.The regular monthly payment is $782.87. Records reflect a payment of $765.00 was received on April 25, 2016, and was placed in the unapplied funds account creating a balance of $1,508.81. The amount due to satisfy the April 1, 2016, due date was $804.57 because it included a late fee of $21.70. Therefore, $804.57 was removed from the unapplied funds account, which satisfied the April 1, 2016, due date. The additional $704.24 was posted as a principal reduction payment.On June 29, 2016, we reallocated the $704.24 from the principal balance and placed it back into the unapplied funds account to assist in satisfying the June 1, 2016, due date. A late fee of $21.70 was assessed on May 16, 2016, which is valid. As of today, the account is due for the June 1, 2016, due date in the amount of $782.87, less the unapplied funds account balance of $704.24, and has a late fee balance due of $21.20.If [redacted] has any further questions, she should contact her account representative Natashia C. at ###-###-####, extension [redacted], or Christie G. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at ###-###-####, Monday -Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT.

Initial Business Response /* (1000, 7, 2015/08/26) */
August 26, 2015

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

RE: Case [redacted]
Dear [redacted]:
Thank you for the opportunity to...

respond to the complaint filed by [redacted] regarding the account with Green Tree Servicing LLC ("Green Tree").
We understand [redacted]'s concerns. Please be assured that the correspondence has been reviewed with the appropriate department management and the following response is provided.
Our records show that we have previously responded to [redacted]'s concerns in our letter dated August 3, 2015. As mentioned in our correspondence, a review of the account revealed that incorrect tax payments were made from [redacted]'s escrow account. However, Chesterfield County refunded all of the incorrect tax payments. The funds were credited back to [redacted]'s escrow account. In addition, we updated our records to remove the incorrect parcel number from [redacted]'s account.
As of this date, the escrow account balance is negative $578.93 due to a recent disbursement for homeowner's insurance of $560.00. In addition, the account is past due for the April 1, 2015 payment and all subsequent installments. To discuss payment arrangements, [redacted] should contact account manager, John R. at (800) [redacted], extension [redacted] or Octavius M. at extension [redacted].
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,
Vanessa [redacted]
Customer Service Correspondence Supervisor
/jcn/49/
cc: [redacted], North Chesterfield, VA 23236
Initial Consumer Rebuttal /* (3000, 9, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response received from Green Tree is unacceptable.
The initial shortage shown was $454.10 and the new shortage of $22.54 is also not correct.
Tax Payment shown by Green Tree: Payment for the following dates and amounts should not be paid since the loan on my house [redacted] was paid off per the Green Tree letter dated June 13, 2013.
10/22/2013 Payment for $425.75
5/20/2015 Payment for $438.74
10/28/2014 Payment for $438.74
4/28/2015 Payment for $438.74
Total for all Payments $1741.97
The taxes paid above have not been removed but have been offset by refunds. I had paid taxes since I was billed; Green Tree was not billed for the property taxes. The refund was caused due to duplicate payments first paid by me and then paid by Green Tree for the property located on [redacted].
I never received a response for the charge of $106.97+$146.36=$253.33. The penalty was charged by Chesterfield County for paying the taxes late on my house located on[redacted].
No explanation was included for asking $148.32 of additional escrow for each month (April, May, June) totaling to $444.96.
The total refund should be $2440.26. (Adding $1741.97+253.33+444.96)
Contrary to the above, I have been receiving different amounts to be paid for the remaining balance for[redacted].
Letter Dated 6/11/15 = $454.10
Letter Dated 7/21/15 = $22.54
Letter Dated 8/14/15 = $799.55
I am receiving letters stating that I should be paying these amounts without any explanation and I still have not received a response regarding my questions listed in my letter dated 6/30/15.
Attachments
1. Refer to pages 1 through 3: Shows I own both parcels 1 and 2. The address of parcel 1 is [redacted] with Parcel Tax ID [redacted] and address of Parcel 2 is [redacted] with Parcel Tax ID [redacted].
2. Refer to pages 2,3, and 4: The real estate taxes for [redacted] are $603.84 and for [redacted] are $438.74 for every six months in 2015.
3. Refer to pages 7 through 9 and page 15: The loan for [redacted], Parcel 1, was paid off May 14th, 2013 and the loan for [redacted], Parcel 2, was paid off on June 1, 2015.
4. Refer to pages 4 through 6 and page 15: Despite my paying of the loan in full on May 14, 2013 as shown on pages 7 through 9, Greentree is paying the real estate taxes on [redacted].
5. Refer to page 10: Greentree received a refund of $1741.97 from Office of Treasurer Chesterfield County. I paid the real estate taxes on this property since it did not have any mortgage from Green tree. My escrow account was never credited for the amounts Chesterfield County refunded to Green Tree.
6. Refer to pages 11 through 13. Despite many calls from me and correspondences from Chesterfield County, the real estate taxes of the second half of [redacted] were paid on November 26, 2014 instead of the due date of December 5, 2013. A penalty of $146.36 was shown against me in escrow account as shown on page 11. Similarly refer to page 12: First half of 2014 taxes were due on June 5, 2014 and were paid on November 26, 2014 with a delinquent penalty of $106.97. Total charges for delinquent real estate tax payments to Chesterfield County was $253.33.
7. Refer to page 15: Greentree increased the payment to $843.93 from $695.61 for the so called escrow shortage. I paid $148.32 extra for months of April, May, and June 2015 totaling $444.96 additional.
8. Refer to page 6: Although loan on [redacted] was paid off on June 1, 2015, the escrow account is scheduled through March 16, 2016. It may also include some amount contributing to the escrow shortage.
I am requesting with this letter a correct escrow statement giving a credit of $1741.97 (item 5) for the refunded amount, $253.33 (item 6) for the penalty since Greentree did not pay the taxes on time, $444.96 (item 7) additional escrow payments and any other amount (item 8). Based on this information I have provided there should be a credit of $2440.26 to me instead of a balance of $457.57 as shown.
Also, please refer to Green Tree attachments 1, 2, 3, 4, and 5.
Final Consumer Response /* (3000, 15, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The responses from Ms.Vanessa [redacted] are not correct and do not answer the questions for payment which were not supposed t be charged in the escrow account.
1. The payments of real estate taxes on [redacted] when loan was paid in full.I am requesting a new escrow schedule for [redacted] beginning 5/2013. I want to know how much money was paid for taxes and insurance for [redacted].
4/23/2013 $425.75 Payment
10/22/2013 $425.75 Payment
1/8/2014 $425.75 Refund
5/2/2014 $438.74 Payment
7/19/2014 $438.74 Refund
9/18/2014 $588.53 Payment
9/18/2014 $603.84 Payment
10/28/2014 $603.84 Payment
10/28/2014 $438.74 Payment
2/11/2015 $438.74 Refund
4/28/2015 $438.74 Payment
4/28/2015 $603.84 Payment
7/10/2015 $438.74 Refund
2. Why are tax refunds from Chesterfield County being offset with the taxes? The taxes were not to be since the loan was paid and I had paid real estate taxes already.
3. Why am I being charged for a delinquent tax payment for the property on[redacted]? The delinquent tax payment occurred because Green Tree did not pay the taxes on time, despite repeated reminders from Chesterfield County and myself.
4.How was the additional money I paid in April, May, and June credited?
5. Why did Green Tree pay fire insurance on [redacted] when the loan was paid in full in June? I had paid the fire insurance premium. This is another example of the poor quality of customer service from Green Tree.
6. I have tried calling Green Tree many times and the persons answering the phone are not professional and also hang up on the phone call. If Vanessa [redacted], who is a supervisor cannot answer my questions properly, then is is difficult to gen an answer from another person?
I am requesting Ms. [redacted] to answer each of my questions since her answers are not correct and Green Tree has to refund money as stated in my letter.
Final Business Response /* (4000, 19, 2015/10/09) */
October 9, 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 rebuttal filed by [redacted] regarding his account with Ditech Financial LLC ("Ditech").
We would like to apologize that the service Mr. [redacted] received was not to his satisfaction. We strive to provide exceptional levels of servicing and recognize opportunities for improvement.
In reference to Mr. [redacted]'s request for a breakdown of the payments and escrow transactions, we previously provided the payment history. However, per Mr. [redacted]s request, we have enclosed the payment history for both properties referenced in the correspondence.
As previously communicated to Mr. [redacted], as the legal description covered the two properties, we were required to make the property tax payments to account for both of the parcel numbers. In order to remove one of the parcel numbers, we required an updated legal description reflecting only one parcel.
Due to overpayments, the county sent the refunds to Ditech. The funds were then credited back to the escrow account. As mentioned in our previous correspondence, penalties and interest were not assessed to Mr. [redacted]. Ditech absorb the fees due to the delayed in payment.
The current account being serviced is for the property located at [redacted], Chesterfield, VA 23237. The loan was transferred with an escrowed account for property taxes and homeowner's insurance. Accordingly, Ditech will disburse property tax and insurance premiums on their respective due dates. On July 1, 2015, we received renewal notification from State Farm Insurance, policy number 965784929. Subsequently, a disbursement was completed on August 3, 2015, for the premium due. As of the date, the escrow balance remains at negative $578.83.
Mr. [redacted]'s paid in full loan was for the property address of [redacted]. Our records do not indicate that we disbursed payment for homeowner's insurance. We did, however, receive an insurance refund on April 18, 2013.
If Mr. [redacted] has any further questions, account representative John R. may be contacted at (800) [redacted], extension [redacted], or Octavius 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., and Saturday 7:00 a.m. to 1:00 p.m. CT.
Sincerely,
LaShika [redacted]
Customer Service Correspondence Supervisor
/jcn/38/
cc: [redacted], North Chesterfield, VA 23236

I need a lien release. My loan was paid in full on 05-15-2017

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, upon further review we have determined that the Lakeridge Tax District bill is for untilities/water and was previously paid from Mrs. [redacted]'s escrow account due to delinquency on October 15, 2015 in the amount of $1,056.03 and on January 09, 2016 in the amount of $1,056.03 to protect our security interest in the property; however, the utility/water bill was never included in the escrow account, as stated in our previous correspondence. In addition, since it is not a tax bill we are unable to include it in Mrs. [redacted]'s account even with a signed request. When we completed the escrow analysis for Mrs. [redacted]'s account on December 23, 2015, the utility/water bill was erroneously included, which caused the monthly payment to increase. We have completed a new escrow analysis, which reflects the utility/water bill being removed and Mrs. [redacted]'s monthly payment amount will be adjusted from $823.75 to $471.74 effective with the November 01, 2016 due date. An Annual Escrow Account Disclosure Statement will be sent to Mrs. [redacted] under separate cover. We apologize for the confusion this matter has caused Mrs. [redacted]. If [redacted] has any further questions, she may contact her account representatives Tracey L. at ###-###-####, extension [redacted], or Zena D. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at ###-###-####, Monday - Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT.

Initial Business Response /* (1000, 5, 2015/09/15) */
September 15, 2015
[redacted]
Revdex.com OF MINNESOTA AND NORTH DAKOTA
220 S RIVER RIDGE CIR
BURNSVILLE MN 55337
RE: Case #[redacted]

Dear [redacted]:
Thank you for the opportunity to respond to...

the complaint filed by [redacted] regarding her account with Ditech Financial LLC ("Ditech").
According to our records, the above referenced account has an open, active insurance claim as a result of water damage to Ms. [redacted]'s property. All required documentation has been received and an insurance claim check, number [redacted] in the amount of $5,035.01, payable to [redacted] of New Mexico and [redacted], was sent on September 14, 2015. This amount represents the first disbursement needed to begin repairs on Ms. [redacted]'s property.
If Ms. [redacted] has any further questions, she should contact her account representative Jalana N. at
(800)[redacted], extension [redacted], or Emmanuel M. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at (800)[redacted], Monday - Friday 7 AM to 8 PM, and Saturday 7 AM to 1 PM CT.
Sincerely,
Libby [redacted]
Customer Service Correspondence Supervisor
/slb/39/
cc: [redacted], [redacted] Albuquerque, NM 87112

I am rejecting this response because:
I paid the STATEMENT AMOUNT that was on the 2/22/2016 STATEMENT!!! I paid it before the due date of 3/15/2016.  Now on my 3/22/2016 statement the have a deferred balance of $51.07.  None of the totals are adding up at all.  You don't owe money when you pay your statement amount and your deferring money so it looks like you are getting extra. and when you reversed my payment of $431.99 you put the payment back as $371.89.  Im getting screwed here!!!

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).Account records indicate that Mr. [redacted]'s payments of $1,311.05 were received on March 7, 2016, and April 6,...

2016, and were posted to an incorrect account number, because the payments received included no account information. Copies of these payments are enclosed for Mr. [redacted]'s review. On August 1, 2016, the referenced payments were correctly posted to Mr. [redacted]'s account and backdated to the date of receipt to ensure proper credit to the account. Late fees of $131.10, assessed as a result of the misapplied payment, have been waived. Mr. [redacted] should place his account number on all payments remitted to ensure proper crediting of his account. We apologize for any inconvenience this matter has caused.Ditech submitted the updated information to the major credit reporting agencies (Equifax, Experian, Innovis, and TransUnion) to reflect Mr. [redacted]'s account status of current for March and April. The individual credit reporting agencies may take up to 3-5 business days to update their systems. Mr. [redacted] may keep this letter for verification of the change.Mr. [redacted] should be advised that many state and federal laws require disclosures to be conspicuously noted on customer communications, even if the communication is not a collection letter. Therefore, the disclosure, "This is an attempt to collect a debt and any information obtained will be used for that purpose" is included on all of our correspondence. However, the statement does not reflect the status of the account.If Mr. [redacted] has any further questions, he should contact his account representative Karlita L. at ###-###-####, extension [redacted], or Andre S. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at ###-###-####, Monday -Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT.Sincerely, Shea [redacted]Customer Service Correspondence Supervisorcc: [redacted] N CAPE MAY, NJ 08204 [redacted]Shea [redacted]Customer Service Correspondence Supervisorcc: [redacted] N CAPE MAY, NJ 08204 [redacted]

I am rejecting this response because:Not sure how after careful review of the account, they have verified that a reimbursement was processed on November 25, 2016 because no ACH transfer of any amount has been seen in my TruWest account.   As stated in my original complaint I am told by their customer service that a check is in the mail for $140.00.  I am exhausted from talking to their customer and I am continually told they will call me back but they never do.  Ditech  definitely needs to do further research and then they need to call me.I just received my monthly statement and it shows the $100.00 overdraft charges that they claim were waived.  I need some documentation to show that those fees have been waived.I need to be compensated for inconvenience that Ditech is still putting me through.If Mr. [redacted] has any further questions, he may contact his account representatives Terri S. at (800) [redacted], 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.

I am rejecting this response because:
This is a follow up to complaint #[redacted] involving a request for a re-issued check in the correct name from Ditech. Based on Ditech's response to the Revdex.com inquiry, I accepted the resolution proposed by Ditech and the complaint was marked Resolved (110). Sadly, I report that after one month, I have not yet received the check from Ditech.    On April 25. 2016, I phoned Ditech in an effort to speak with Customer Service Correspondence Supervisor, Shea [redacted]. I spoke with Tiffany at [redacted], ext [redacted] who informed me that she did not know Ms. [redacted]'s extension, but would e mail her my contact information and ask that she respond to my contact request. As of this writing, I have not received any communication from Ditech other than my billing statement. This is a formal request to re-open the complaint and request for re-issuance of check number [redacted] in my name as this matter is far from resolved.   Thank you, Shirley [redacted]

RE: Case#[redacted] A. [redacted] Dear [redacted]: Thank you for the opportunity to respond to the complaint filed by [redacted] A. [redacted] regarding the account with Ditech Financial LLC (Ditech). Pursuant to Ms. [redacted]' correspondence, a request for information related to the...

status of the requested lien release was made with our lien release department and on February 28, 2017, the requested lien release was processed. A copy of the release is enclosed for Ms. [redacted]' convenience. We apologize for any inconvenience the delay in completing the lien release may have caused. If [redacted] A. [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[redacted]cc: [redacted] A [redacted] CAIRO, GA 39828

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 confusion our most recent response has caused. Our mission is to provide exceptional levels of servicing and we continuously strive to recognize opportunities for improvement. As previously communicated in our last correspondence, an escrow analysis was completed for Ms. [redacted]'s account on January 04, 2016. The escrow account is analyzed by taking into account the total amount of the projected disbursements expected over the next 12 months and spreading them over 12 months to determine the "base" escrow amount. The projected disbursements are typically based on the cost of the previous year's disbursements and were calculated as follows: Projected Escrow Disbursements: County $6,304.02 Total Projected Escrow Disbursements: $6,304.02 Escrow Payment Calculation: $6,304.02 / 12 = $525.34 (Base Amount) The base escrow payment amount of $525.34 was effective with the March 01, 2016 payment. As previously communicated in our last correspondence, we did receive the escrow shortage payment and it was applied to Ms. [redacted]'s escrow account; however, there was still an increase in the base escrow payment due to an increase in Ms. [redacted]'s taxes. This information was outlined in the escrow statement previously provided. Pursuant to Ms. [redacted]'s Home Affordable Modification Agreement (HAMP) the principal and interest portion of her monthly payment was $1,477.37 from April 01, 2015 to March 01, 2016 and would increase to $1,694.51 effective with the April 01, 2016 payment. Please understand that there was an increase in the escrow payment prior to the increase in the principal and interest payment; therefore, Ms. [redacted]'s monthly payment amount increased twice within two months. The March 01, 2016 payment was calculated as follows; principal and interest $1,477.37 + escrow $525.34 = $2,002.71. At no time have we advised Ms. [redacted] that her monthly payment amount was $2,219.58 for the March 01, 2016 payment. The principal and interest portion of the monthly payment was increased with the April 01, 2016 payment as stated above. The April 01, 2016 payment was calculated as follows; principal and interest $1,694.51 + escrow $525.34 = $2,219.58. Please also understand that although there are now enough funds in unapplied funds to cover the amount of $2,002.71 that was due for the March 01, 2016 payment, this amount was not available when the actual payment was due. We have previously advised how the payments received have been applied to Ms. [redacted]'s account. Ditech is legally required to report accurate information to the credit reporting agencies (Equifax, Experian, Innovis, and TransUnion); therefore, we are prohibited from changing credit reporting as a courtesy or to facilitate restoration of Ms. [redacted]'s credit rating.Please be advised that the escrow account is a stipulation of the HAMP agreement and will remain on the account until it is paid in full. Therefore, we are unable to comply with Ms. [redacted]'s request to cancel the escrow account. As of the date of this correspondence, the account is past due for $2,219.85 for the March 01, 2017 due date. There is an unapplied funds balance of $2,155.95; therefore, funds in the amount of $63.90 are required to bring the account current. If Ms. [redacted] has any further questions, she may contact her account representatives Justin H. 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.

Please see the response to the customer's complaint attached.

We apologize for any dissatisfaction [redacted] encountered. Our mission is to provide exceptional levels of servicing and we continuously strive to recognize opportunities for improvement.Our review of the concern determined the 2015 school taxes were delinquent in the amount of $3,800.45....

This amount included the base tax payment of $3,381.50 and penalties and interest of $418.95. A payment of $3,381.50 was disbursed from the escrow account on July 14, 2016, for taxes. [redacted] is not responsible for paying the penalties and interest.If [redacted] has any further questions, she should contact her account representative Sommer L. at ###-###-####, extension [redacted], or Anita S. 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.

Thank you for the opportunity to respond to the rebuttal filed by [redacted] regarding his account with Ditech Financial LLC (“Ditech”).In order to fully respond to Mr. [redacted]'s request to provide the events that led to his unpaid principal balance to be increased at the time of the 2013 modification and the current status, we have provided a chronology of events below:On December 20, 2007, a Promissory Note was executed by [redacted] A. [redacted] securing a loan amount of $417,000.00. The execution of this loan reflected a maturity date of January 1, 2038, which meant Mr. [redacted] was to repay the full debt by this date. A review of Mr. [redacted]'s loan confirms that his loan was also originated as a non-impounded account, which meant that he was responsible to maintain and keep the property taxes and/or the hazard insurance up to date.On May 22, 2009, the previous servicer GMAC Mortgage, LLC (GMAC), disbursed $17,836.34 for delinquent property taxes. This disbursement of funds created a negative escrow balance of $17,806.34. Additionally, Mr. [redacted] failed to continue to tender the contractual mortgage payments after March 2009 causing the loan to become delinquent. On December 17, 2009, GMAC offered Mr. [redacted] a Payment Reduction Plan Agreement as follows: 1st payment: $1,773.62 due on 01/01/2010 2nd payment: $1,773.62 due on 02/01/2010 3rd payment: $1,773.62 due on 03/01/2010 4th payment: $1,773.62 due on 04/01/2010 5th payment: $1,773.62 due on 05/01/2010 6th payment: $1,773.62 due on 06/01/2010 Based on the Payment Reduction Plan Agreement, each payment was due on or before the due date. A review of GMAC’s payment history shows that the following payments were received: $1,773.62- received on 12/31/2009 $1,773.62- received on 04/06/2010 $1,773.62- received on 06/04/2010 Therefore, it appears that Mr. [redacted] did not complete the Payment Reduction Plan Agreement. The following escrow disbursements were also made on behalf Mr. [redacted], further increasing the negative escrow balance owed:September 2, 2010: an escrow disbursement was processed in the amount of $15,390.20.November 12, 2010, an escrow disbursement was processed in the amount of $11,630.49December 23, 2010, an escrow disbursement was processed in the amount of $637.17 We have provided Real Estate Property Tax information breakdown from the County of Palm Beach where the subject property is located. Mr. [redacted] may contact the Palm Beach County Tax Collector to validate the payments made by GMAC from May 2009 through December 2010. Our records confirm that Mr. [redacted]'s loan was serviced released to Ditech, formerly known as Green Tree, effective February 1, 2013. Upon the servicing transfer of Mr. [redacted]'s loan, the account was contractually due for the July 1, 2009 payment and had a negative escrow balance of -$43,739.08. The account continued to be a non-escrowed account, in which Mr. [redacted] was still responsible to maintain his property taxes and insurance up to date. Additionally, GMAC did not inform us that a modification offer had been extended to Mr. [redacted] prior to the transfer of his account. On April 20, 2013, Mr. [redacted] was considered for modification after the receipt of a complete Borrower Response Package. At the time of the modification evaluation, Mr. [redacted]'s gross monthly income was validated as $10,952.50. On April 23, 2013, a Trial Period Plan was offered to Mr. [redacted] that required three (3) trial payments: 1st payment: $4,235.26 by 06/01/2013 2nd payment: $4,235.26 by 07/01/2013 3rd payment: $4,235.26 by 08/01/2013 Please note that the investor of Mr. [redacted]'s loan, Fannie Mae (FNMA), deemed the trial payment of $4,235.26 as affordable. In addition, FNMA required that all of Mr. [redacted]’s monthly payments include a monthly escrow payment. If the mortgage loan being considered for a modification is a non-escrowed mortgage loan, the servicer must establish an escrow deposit account prior to the beginning of the trial period. The servicer must ensure that the trial payments include escrow amounts and must place the escrow funds into a separate account identified for escrow deposits. At the time of the trial period offer, an escrow account was activated. Since Mr. [redacted]'s loan was still considered a non-escrow account, our third party property tax vendor conducted a real estate search and identified that the following property taxes were still owed: 2011 property taxes of $10,987.88 2012 property taxes of $11,207.74 On June 24, 2013, the above listed property taxes were disbursed from Mr. [redacted]'s escrow account. Based on the Real Estate Property Tax information breakdown from the County of Palm Beach, Mr. [redacted]'s property taxes were paid in full at that time. On August 26, 2013, a permanent Loan Modification Agreement (Agreement) was mailed for Mr. [redacted]'s execution. The Agreement reflected the following terms: New Unpaid Principal Balance: $554,377.33 Fixed Interest Rate:                   6.1250% Principal & Interest Payment:    $3,098.70 Monthly Escrow Payment:         $1,121.30 Total Mortgage Payment:          $4,220.00 Effective Date:                           08/01/2013 Maturity Term:                           08/01/2053The capitalization of the loan was based on the below breakdown: Beginning Unpaid Principal Balance:    $408,027.26 Capitalized Interest:                              + $93,229.70 Escrow Advance:                                  + $43,739.08 Corporate Advances:                            + $9,381.29 Modified Unpaid Principal Balance   $554,377.33 Please keep in mind that Mr. [redacted]'s loan was contractually due for the November 1, 2009 through the August 1, 2013 payments at the time of the finalization of the modification. In our April 5, 2016 correspondence, a payment history was enclosed that outlined the application of funds towards the delinquency owed when the modification terms were applied on September 19, 2013. After further review, it has been determined that the escrow disbursements processed by GMAC totaling $43,739.08 were included in the 2013 modification. However, a subsequent negative escrow balance, in the amount of -$25,710.22 was not included in the capitalization of the 2013 modification. This negative escrow balance was a result of the property taxes and insurance disbursement proceeds from May 29, 2013 through August 8, 2013. In the event that these monies had been included at the finalization of the 2013 modification, Mr. [redacted] would have seen a total Escrow Advance of $69,449.30, which would have resulted in a higher Modified Unpaid Principal balance of $580,087.55. Additionally, Mr. [redacted] would have been required to pay interest at 6.125% on the additional $-25,710.22 over a 480 month term. As explained in our correspondence letter dated April 5, 2016, Ditech has spread the current escrow shortage/ deficiency over a 60 month period. This escrow shortage spread does not require Mr. [redacted] to pay interest on the escrow deficiency on the Modified Unpaid Principal balance. A review of Mr. [redacted]'s loan confirms that he was considered for a modification on March 11, 2016. During the modification evaluation, it was determined that the gross monthly income was validated as $2,142.48. As previously mentioned, FNMA requires that all of the customer's monthly payments include a monthly escrow amount when considered for modification. Mr. [redacted]'s escrow account is established to pay the following escrow items: Tax Collector/ Agency Installment Estimated Disbursement Amount Parcel / Policy No. Universal P&C Insurance Hazard Insurance Annually $6,630.98 15011301531 Wright National Flood Insurance Annually $345.00 09115005032 Palm Beach County Tax Collector Annually $11,267.08 73414418010120050                                         ...⇄ Total                $18,243.06Based on the annual estimated disbursement amount, Mr. [redacted]'s base monthly escrow collection would be $1,520.25 along with a cushion of two months of the base escrow amount this would require an escrow payment of $1,736.47. Ditech would be unable to extend an affordable modified payment with Mr. [redacted]'s gross monthly income of $2,142.48. Additionally, Mr. [redacted] was mailed a decline letter on March 11, 2016, that provided him the modification reasons along with a Notice of Property Value reflecting a value of $978,300.00. At this time, Mr. [redacted]'s loan is contractually due for the August 1, 2015 payment and all subsequent payments, with an unpaid principal balance of $546,960.49. If Mr. [redacted] can no longer afford the subject property, he may consider a Deed-in-Lieu of Foreclosure. A Deed-in Lieu of Foreclosure is a deed instrument in which a mortgagor (i.e. the borrower) conveys all interest in a real property to the mortgagee (i.e. the lender) to satisfy a loan that is in default and avoid foreclosure proceedings. If Mr. [redacted] has any further questions, he should contact his account representative [redacted] A. at (800) 643-0202, extension 62586, or [redacted] P. at extension 62890. Our Customer Service Department is also available to answer any questions or concerns and can be reached at (800) 643-0202, Monday - Friday 7:00 a.m. to 8:00 p.m., and Saturday 7:00 a.m. to 1:00 p.m. CT.