Ditech Financial, LLC

RE: Case#11602005, [redacted] Dear [redacted]: Thank you for the opportunity to respond to the complaint filed by [redacted] regarding his account with Ditech Financial LLC (Ditech). Mr. [redacted] should be advised 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. Unapplied funds (UAF) is simular to a hold tank. Funds received are placed in UAF and then disbursed out to be applied payments due, principal, escrow, etc. A simplified payment history is enclosed for Mr. [redacted]'s convenience. In order to provide further explanation concerning the application of Mr. [redacted] payments we provided the following breakdown: On April 6th a $700.00 payment is received and placed in unapplied funds (UAF) $845.04 prior UAF balance = $1,545.04 UAF balance after payment $1,545.04 was then taken from UAF -$256.30 applied to principal -$1,288.74 applied to April 1, 2016 payment due date = $0.00 UAF balance after payment application On April 18, 2016 a $700.00 payment is received and placed in UAF = $700.00 UAF balance after payment On April 19, 2016, $700.00 was removed from UAF and applied to principal = $0.00 UAF balance after payment application On May 2, 2016 a $700.00 payment is received and placed in UAF = $700.00 UAF balance after payment On May 16, 2016, a $400.00 payment is received and placed in UAF = $1,100.00 UAF balance after payment On May 31, 2016, a $700.00 payment is received and placed in UAF = $1,800.00 UAF balance after payment $1,800.00 taken from UAF -$462.91 applied to principal -$1,337.09 applied to May 1, 2016 payment = $0.00 UAF balance after payment application On June 13, 2016, a $700.00 payment is received and placed in UAF = $700.00 UAF balance after payment On June 27, 2016, a $700.00 payment is received and placed in UAF $1,400.00 UAF balance after payment $1,400.00 taken from UAF -$1,209.56 applied to June 1, 2016 payment -$190.44 applied to principal = $0.00 UAF balance after payment application July 11, 2016- a payment reallocation occurred. All payments from May 2nd forward were reversed and placed in UAF in order to redistribute payments due for May, June, and July, Late fees were waived. On July 12, 2016, a $604.78 payment is received and placed in UAF = $700.00 UAF balance after payment On August 2, 2016, a $604.78 payment is received and placed in UAF = $1,209.56 balance in UAF after payment On August 3, 2016, $1,209.56 was taken from UAF and applied to August 1, 2016 due date. $0.00 UAF balance after payment Mr. [redacted] may use the enclosed payment history to verify how his payments have been applied since Ditecch began servicing the loan, effective February 1, 2013. If Mr. [redacted] has any further questions, he may contact his account representatives Aleese D. at ###-###-####, extension [redacted], or Allen P. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at ###-###-####, Monday - Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT. Sincerely,Shea [redacted] Customer Service Correspondence Supervisor cc: [redacted], [redacted] ASWFvvYj8ha

I am rejecting this response because:
Since this is the first I am hearing that the PMI will discontinue as of Sept. 1, 2016, I am requesting Ditech send me that information in writing stating the PMI payment will be discontinued as of Sept. 1, 2016. I will consider the complaint 'closed' when I receive this letter and will not pursue an appraisal at this time. Also, please tell them '[redacted]' is usually a 'female' name. It is annoying to be lied to and also have your very easily interpreted name, referred to as a male. (Mr. [redacted]) It is not respectful or professional to treat your customers in this way. Revdex.com:Thank you very much, Revdex.com. It is disheartening when a business you pay regularly, and so much money too, does not treat you fairly until they are reported. I hope you are able to monitor Ditech's practices in the marketplace and hold them responsible should they continue to provide their customers with false information, knowing they are delaying their request. It looks like many others have complained about this company's deceptive practices. Please continue to keep an eye on them. Many thanks again. [redacted]

I am rejecting this response because:
There should not be ANY past due amount. The May 1st Payment posted to the account ($2020.00) on May 2nd. Also the account shows an incorrect escrow amount of $532.30; instead of $513.88.

May 6, 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.         Unfortunately, when the tax information was submitted to our tax vendor there was an error, which caused the incorrect amount to be disbursed for taxes.  Due to this error, we refunded $9,513.87 in order for you to pay your taxes.  We will be refunding $697.36 for the penalty and interest that were acquired, which will be sent under a separate cover.  Please be advised, we are currently in the process of updating the taxes lines for your account.  Once this process is complete, a new escrow analysis will be completed.  However, we would like you to be aware; there will be a shortage on the escrow analysis, as extra funds were returned when the refund was disbursed in April. We again apologize for any dissatisfaction this matter may have caused.  If you have any further questions or concerns, please do not hesitate to contact our Customer Service Department at ###-###-####, Monday - Friday, 7 a.m. to 8 p.m., and Saturday 7 a.m. to 1 p.m. CT.  Sincerely, Shea [redacted] Customer Service Correspondence Supervisor /ars/31/ cc: [redacted]      [redacted]       Brookshire, TX 77423 [redacted]

May 6, 2016 [redacted] Revdex.com OF MINNESOTA AND NORTH DAKOTA 220 S RIVER RIDGE CIR BURNSVILLE MN 55337       RE:  Complaint ID #, [redacted] Dear [redacted]: Thank you for the opportunity to respond to the complaint filed...

by [redacted] regarding her account with Ditech Financial LLC (“Ditech”).  When a payment is not received in full by the due date, attempts are made to contact the customer in order to prevent the account from further delinquency.  Collection communications are placed solely for the purpose of determining payment intentions when the customer fails to pay as agreed.  If the customer has agreed to make a payment, collection communications may continue if a payment is not received by the promised date.  If the delinquency is not resolved, we may exercise our right to seek possession of the collateral.      The account is reflecting past due; per regulations, the WA Notice of Pre-Foreclosure Options notice, dated April 20, 2016, was generated.  The notice advised to contact us at ###-###-####.  When this phone number is called, it will ask for identifiable information, inform the customer of the account status and ask if the caller wants to speak with a representative.  If the caller indicates they want to speak with a representative, they are transferred to our Customer Service Department for assistance.  At no time, does the phone number ask for an extension.  We apologize if [redacted] experienced difficulties in reaching us to discuss the account status.  She may contact her account representative Jordanna R. at ###-###-####, extension [redacted] or Charles S. at extension [redacted]. In addition, per the terms of the contract, the lender may pay necessary expenses in order to protect its security interest in the property.  The lender may then seek reimbursement from the customer.  Unless arrangements are made, failure to pay the expenses may constitute a continuing default under the terms of the contract.  Records do reflect that we ordered an inspection of the property, which was completed on April 20, 2016.  As part of the inspection process, the vendor placed a notice, in an envelope, on the door advising [redacted] to contact us.  We apologize if the phone number left on the note was not accurate.  Please note, our Customer Service Department phone number below for future reference. We again apologize for any dissatisfaction this matter may have caused.  If you have any further questions or concerns, please do not hesitate to contact our Customer Service Department at ###-###-####, Monday - Friday, 7 a.m. to 8 p.m., and Saturday 7 a.m. to 1 p.m. CT.  Sincerely, Nikki [redacted] Customer Service Correspondence Supervisor /kas/32/ cc: [redacted]., Vancouver, WA  98684

May 16, 2016 [redacted] Revdex.com OF MINNESOTA AND NORTH DAKOTA 220 S RIVER RIDGE CIR BURNSVILLE MN 55337       RE:  Case #[redacted], [redacted] Dear [redacted]: Thank you for the opportunity to respond to the complaint filed by [redacted]...

[redacted] regarding his account with Ditech Financial LLC (“Ditech”). We understand Mr. [redacted]’s concerns. Please be assured that his correspondence has been reviewed with the appropriate department management and the following response is provided.         Please be advised that on April 1, 2016, Ditech completed a system upgrade. Payments received the first week in April were delayed in posting to their respective accounts due to this upgrade. We apologize for the length of time it has taken to correct the payment posting delays. Please be assured that all payments have been appropriately credited to Mr. [redacted]’s account and no negative credit reporting has occurred. Payments have been posted to the account as follows: Amount Date Posted to Running Suspense $44.87 4/4/2016 Suspense from old system $44.87 $1,837.00 4/11/2016 $1,705.13 to March 1, 2016 payment $176.74   4/11/2016 $131.87 to suspense   $1,831.00 4/11/2016 $1,705.13 to April 1, 2016 payment $0.00   4/11/2016 $85.23 to late charge, $40.64 to suspense     4/11/2016 $217.38 from suspense balance to principal   $1,837.00 4/12/2016 Suspense $1,837.00 -$1,837.00 4/19/2016 Reversed from suspense $0.00 $2,000.00 4/29/2016 $1,705.13 to May 1, 2016 payment $0.00   4/29/2016 $294.87 to principal   $1,800.00 5/6/2016 $1,705.13 to June 1, 2016 payment $0.00   5/6/2016 $94.87 to principal   As of the date of this letter, Mr. [redacted]’s account is current and next due for the July 1, 2016, contractual payment. We again apologize for any dissatisfaction this matter may have caused. If you have any further questions or concerns, please do not hesitate to contact our Customer Service Department at ###-###-####, Monday - Friday, 7 a.m. to 8 p.m., and Saturday 7 a.m. to 1 p.m. CT.  Sincerely, Kristina [redacted] Customer Service Correspondence Supervisor /asw/45/ [redacted]

Thank you for the opportunity to respond to the complaint filed by [redacted] regarding her account with Ditech Financial LLC (Ditech).The servicing of Ms. [redacted]'s account was transferred from CitiFinancial to Ditech on November 1, 2013. The servicing transfer does not affect the account terms...

and conditions, other than those related to the servicing of the account.Records received from CitiFinancial indicate that they processed a deferment on Ms. [redacted]'s account. The amount of the deferred interest was $520.80. When the account was transferred to Ditech, this amount was set up as an advance to be collected at the maturity date of the account. However, after further review, Ditech has removed this advance and the account has been closed. The payoff has been backed to January 6, 2016.An Automated Universal Data form (AUD) was sent as of today's date, to the four major credit reporting agencies (Equifax, Experian, Innovis and TransUnion), to remove the reported late payments and reflect the account as paid in full, and closed. Once the information is received, it may take 5 to 7 business days for the credit reporting agencies to update their records.We apologize for any dissatisfaction this matter has caused. If Ms. [redacted] has any further questions, she should contact her account representative Lakecia H. at ###-###-####, extension [redacted], or Latoya B. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at ###-###-####, Monday - Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT.

March 31, 2016 [redacted] Revdex.com OF MINNESOTA AND NORTH 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 his account with...

Ditech Financial LLC (“Ditech”).  At loan origination, Mr. [redacted] was required to obtain private mortgage insurance (“PMI”). PMI is a type of insurance required with some mortgage contracts to protect the lender in the event a borrower would default on their loan. PMI benefits customers with lower down payment requirements and protects lenders from potential default losses.  We provided Mr. [redacted] notification in regard to the removal of the PMI on the account, which we have enclosed for review. Because the loan balance had not reached the required 80.00 percent loan to value (LTV) ratio or the original value, an appraisal was required to determine the value of the property to determine PMI waiver eligibility. Please be advised that the appraisal did not guarantee the removal of PMI from the account. An appraisal was completed and the results showed a value of $333,500.00.  Because the loan is less than five years old, the loan to value ratio of a new appraisal needed to be 75.00 percent; however, the LTV reached only 78.81 percent with the property’s new value. Our records indicate that the loan balance is scheduled to reach an 80.00 percent LTV in July 2017.  At that time, Mr. [redacted] can submit a request to be reviewed for PMI removal. If Mr. [redacted] has any further questions, he should contact his account representative Chad L. at ###-###-####, extension [redacted], or Meagan H. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at ###-###-####, Monday - Friday 7:00 a.m. to 8:00 p.m., and Saturday 7:00 a.m. to 1:00 p.m. CT.  Sincerely, Vanessa [redacted] Customer Service Correspondence Supervisor /lqh/57/ cc: [redacted] LAS VEGAS, NV 89149

RE: Case#[redacted] , [redacted]Dear [redacted]:Thank you for the opportunity to respond to the complaint filed by [redacted] regarding his account with Ditech Financial LLC (Ditech).We apologize for any dissatisfaction that Mr. [redacted] may encountered in dealing with our associates or...

for any inconvenience that may have been caused. Policies are set in place to ensure both Mr. [redacted]'s interests and our interests in the property are protected in the event of an insurance claim. The processing time on a claim, once all documents are received, is 7-10 business days. When all of the required documents are received, the funds are released accordingly. Mr. [redacted] also has the option to have the funds applied to principal on his account.Please be advised, account records indicate Mr. [redacted] spoke with our claims department on July 27, 2016 regarding the current claim on file. Unfortunately in order to release funds, Ditech requires a copy of the W9 and pictures after completion. Ditech was advised that they will be using materials that a friend will be supplying but we will still require an estimate for the materials. Once all information is received we will proceed with the processing of the claim.If [redacted] has any further questions, they should contact their account representative Arnetta P. at ###-###-####, extension [redacted], or Kimberly M. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at ###-###-####, Monday -Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT.Sincerely,Shea [redacted] DitechCustomer Servicecc: [redacted], [redacted], DENTON, NC 27239 [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is reflected on my online account. I do continue to receive letters from this company with incorrect information regarding my account, and still do not have any of the letters that I was told were mailed out during this issue. I am happy that my payments are now reflected correctly.

April 25, 2016 [redacted] Revdex.com OF MINNESOTA AND NORTH DAKOTA 220 S RIVER RIDGE CIR BURNSVILLE MN 55337            RE:  Case #[redacted], [redacted] Dear [redacted]: Thank you for the opportunity to respond...

to the complaint filed by [redacted] regarding his account with Ditech Financial LLC (“Ditech”). We understand [redacted]’s concerns.  Please be assured that his correspondence has been reviewed with the appropriate department management and the following response is provided.         Account records indicate funds in the amount of $767.21, for the escrow overage, were placed back in the escrow account, as the check was never cashed.  Unfortunately, once this is completed we are unable to reissue the check.  However, a new escrow analysis can be completed and any overage will be addressed at that time.  On February 3, 2016, an escrow analysis was completed and an escrow surplus of $438.97 was mailed to the address on file.  For your convenience, a copy of the escrow analysis is included. We again apologize for any dissatisfaction this matter may have caused.  If you have any further questions or concerns, please do not hesitate to contact our Customer Service Department at ###-###-####, Monday - Friday, 7 a.m. to 8 p.m., and Saturday 7 a.m. to 1 p.m. CT.  Sincerely, Shea [redacted] Customer Service Correspondence Supervisor /ars/54/ cc: [redacted]       [redacted]       Houston, TX 77096 [redacted]

RE: Case#[redacted], [redacted] Dear [redacted]: Thank you for the opportunity to respond to the complaint filed by [redacted] regarding her account with Ditech Financial LLC (Ditech). We would like to apologize that the service Ms. [redacted] received was not to her satisfaction. We...

strive to provide exceptional levels of servicing and recognize opportunities for improvement. Pursuant to Ms. [redacted]'s correspondence, an in-depth review of her account has determined the following information: The full monthly payment is currently $881.57 for Ms. [redacted]'s account. The account type requires us to credit only full payments to her account. Payments that are received in amounts different from the payment due are placed in unapplied funds ("UAF"). If sufficient funds are available to apply a full payment, funds are applied to the next monthly payment due and any outstanding amounts such as finance charges, returned payment fees, late fees, escrow due, and acquired accrued interest, prior to the application of funds to the principal balance. This form of payment posting is determined by the mortgage contract and the servicing protocols of the account. A review of Ms. [redacted]'s prior loan, also serviced by Ditech, indicates that this was also a requirement of her prior account. A copy of Ms. [redacted]'s prior account's payment history is enclosed for her review. Ms. [redacted] should review the enclosed copy of her Deed of Trust, which indicates: Paragraph 1. Payment of Principal, Interest, Escrow Items, Prepayment Charges, and Late Charges. "Borrower shall pay when due the principal of and interest on, the debt evidenced by the Note and any prepayment charges and late charges due under the Note. Borrower shall also pay for Escrow Items pursuant to Section 3."... "Payments are deemed received by Lender when received at the location designated in the Note or at such other location as may be designated by Lender in accordance with the notice provisions in Section 15. Lender may return any payment or partial payment if the payment or partial payments are insufficient to bring the Loan current. Lender may accept any payment or partial payment insufficient to bring the Loan current, without waiver of any rights hereunder or prejudice to its rights to refuse such payment or partial payments in the future, but Lender is not obligated to apply such payments at the time such payments are accepted. If each Periodic Payment is applied as of its scheduled due date, then Lender need not pay interest on unapplied funds. Lender may hold such unapplied funds until Borrower makes payment to bring the Loan current. If Borrower does not do so within a reasonable period of time, Lender shall either apply such funds or return them to the Borrower. If not applied earlier, such funds will be applied to the outstanding principal balance under the Note immediately prior to foreclosure. No offset or claim which Borrower might have now or in the future against Lender shall relieve Borrower from making payments due under the Note and this Security Instrument or preforming the covenants and agreements secured by this Security Instrument."Paragraph 2. Application of Payments or Proceeds: "Except as otherwise described in this Section 2, all payments accepted and applied by Lender shall be applied in the following order of priority: (a) interest due under the Note (b) principal due under the Note; (c) amounts due under Section 3. Such payments shall be applied to each Periodic Payment in the order in which it became due. Any remaining amounts shall be applied first to late charges, second to any other amounts due under this Security Instrument, and then to reduce the principal balance of the Note. If Lender receives a payment from Borrower for a delinquent Periodic Payment which includes a sufficient amount to pay any late charge due, the payment may be applied to the delinquent payment and the late charge. If more than one Periodic Payment is outstanding, Lender may apply any payment received from Borrower to the repayment of the Periodic Payment if, and to the extent that, each payment can be paid in full." Ms. [redacted] should also review the enclosed copy of her Note, executed by her on April 11, 2016, which states in Section 3, Subsection A, entitled, Time and Place of Payments: "I will pay principal and interest by making a payment every month. I will make my monthly payment on the 1st day of each month beginning on June 1, 2016." Therefore, payments that are received in amounts less than the full amount required to satisfy the monthly contractual payment due are held in UAF until the full contractual payment may be credited to the account, pursuant to the contractual agreement. A review of the account's payment history confirms that because the payments were remitted by electronic bill pay payment, which does not include payment application instructions, the payments were applied systematically pursuant to the appropriate payment hierarchy set for the account. Please be assured we make every effort to credit payments as requested. The systematic application of partial payments was corrected, pursuant to Ms. [redacted]'s additional communications, on March 22, 2017. To correct the payment application, all payments received from June 2016 through March 17, 2017, were reversed from the account and reapplied bringing the account due for the May 1, 2017 contractual payment. A special processing code has been applied to the account to stop systematic application of payments. Please be advised that the investor of the loan, who is the Federal National Mortgage Association (Fannie Mae), does not allow prepayment of regular monthly payments more than 2 months in advance. Therefore, additional funds remitted, may still be systematically applied to the account's principal balance. Ms. [redacted] should note that because her account uses actuarial interest, pre-payment of monthly payments does not benefit the account. Actuarial Interest is calculated for thirty day increments regardless of when the monthly payment is received. If a payment is made prior to the due date, it will be assessed 30 days of interest for that payment. Likewise, if the payment is made after the due date, it is assessed only 30 days of interest for that payment. This results in an amortization of payments. In the beginning more of the monthly payment is applied to interest, due to a higher principal balance and as the principal balance decreases less interest is charged. This amortization is scheduled out over the life of the loan. Please note, interest is paid in arrears. Here is an example of how the interest is calculated using the last contractual payment received and the next contractual payment due: After the March 1, 2017 payment was applied to the account the principal balance was $150,270.05. Interest Rate: 4.250% Regular Principal & Interest Payment: $755.13 Multiply the current principal balance times the interest rate. This equals the customers yearly interest amount at this principal balance. When this principal balance is reduced, the amount being calculated as yearly interest is reduced also. $150,270.05 x .04250 $6,386.47 = yearly interest charged at this principal balance. Divide the yearly interest amount by 12 (months) which will be the amount of the payment received that will be applied towards the interest. $6,406.87 / 12 $532.21 = amount of interest charged for the April 1, 2017 payment.Subtract the amount of interest to be collected from the payment received. This will be the amount of the payment to be applied towards the April 1, 2017 principal amount. $755.13 Regular principal and interest payment -$532.21 Interest charged $222.92 Payment to principal balance By subtracting the amount of principal from the current principal balance, you will get a new current principal amount which will be used the next time a payment is received. $150,270.05 Original principal balance -$222.92 Payment to principal = $150,047.13 New principal balance -$118.43 Additional principal payment received with March 1, 2017 payment = $149,928.70 Principal balance used to calculate next payment The principal balance was reduced by the application of the additional payment towards the principal balance of $118.43. This means that the next contractual payment will be calculated using the reduced principal balance saving Ms. [redacted] interest. The interest savings may be calculated as follows: Principal Balance Calculations: without additional principal payment with additional principal payment $150,047.13 $149,928.70 x .04250 x .04250 $6,377.00 $6,371.97 / 12 / 12 $531.42 = next monthly interest charge $531.00 = next monthly interest charge after without additional principal additional principal payment Therefore, only additional principal payments will effect the scheduled amount of interest charged for the next contractual payment due. A copy of the initial amortization schedule created at the closing of Ms. [redacted]'s loan is enclosed for her convenience. In response to additional correspondences received by Ms. [redacted], we provide the following information: Walter Mortgage Company, LLC merged with Green Tree Servicing LLC and changed its name to Ditech, effective August 31, 2015. Therefore Green Tree Servicing LLC and Ditech are one in the same company. This change did not affect any term or condition of the current mortgage contract. In response to Ms. [redacted]'s concerns over non-receipt of October correspondence, we have enclosed a copy of the response letter emailed to her on October 11, 2016. We apologize that she did not receive this response but have no indications that the information was returned undelivered. This response letter indicated that late fees were assessed to the account as the result of the systematic application of funds to the principal balance. Late fees of $37.76 were assessed to the account on July 16, 2016, which was waived on July 18, 2016, and on August 16, 2016, which was waived on March 22, 2017. The late fee assessed to the account on August 16, 2016, was listed on the 2016 1098 letter issued for the account because it was assessed and paid prior to January 1, 2017. The late fee was reversed and a corrected 1098 issued after the payment reallocations occurred on March 22, 2017. Copies of these documents are enclosed. We strive to apply all funds in accordance to our customer's wishes and have attempted to correct systematic payment applications to Ms. [redacted]'s account. Ms. [redacted] should be advised that we are required to comply with the contractual agreement's terms as well as The Real Estate Settlement Procedures Act (RESPA) and other federal and state laws when applying funds. Therefore, our review has found that there was no error in the systematic payment applications outside of Ms. [redacted]'s intent to apply funds outside the contractual and regulatory payment requirements.If Ms. [redacted] has any further questions, she may contact her account representatives, Sigi B. at ###-###-####, extension [redacted], or John H. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at ###-###-####, Monday - Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT. Sincerely,Shea [redacted] Customer Service Correspondence Supervisor cc: [redacted], [redacted] CHESAPEAKE, VA 23324 [redacted]

Initial Business Response /* (1000, 5, 2015/08/18) */
August 18, 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 Mr. [redacted] regarding his account with Green Tree Servicing LLC ("Green Tree"). Let me assure you we take these matters very seriously.
We understand Mr. [redacted]'s concerns. Please be assured the correspondence was reviewed with the appropriate department management and the following response is provided.
Records indicate that the only valid contact number for Mr. [redacted] is (231) [redacted]. The work number of (231) [redacted] has been marked as "do not call". We have no other numbers referenced on the account. Every outbound or inbound contact is recorded on our system. Our records do not indicate any outbound telephone contact attempts to any number other than the the two numbers previously listed.
We apologize for any dissatisfaction this matter may have caused. If Mr. [redacted] has additional account questions, he can contact Account Representative, Robin B., at (800) [redacted] 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 [redacted]
Customer Service Correspondence Supervisor
/rgf/43
cc: [redacted],[redacted], Mackinaw City, MI, 49701
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am troubled by Green Trees inability to take any responsibility for making phone calls to unauthorized numbers. My eighty year old mother in-law was called! She saved the recorded message from Green Tree and provided me with the phone number, extension, and name of the Green Tree associate that contacted her (Robin).
Green Tree has established a pattern of wanton disregard as it relates to making phone calls to unauthorized phone numbers and searching for relatives some so far down the family tree that I have not had contact with in 15-20 years!
This is the second time I have filed a complaint about Green Tree for making phone calls to unauthorized phone numbers. Please accept that mistakes were made and ensure that this doesn't happen to me or any other Green Tree customers!
Final Business Response /* (4000, 9, 2015/08/21) */
August 21, 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 Mr. [redacted] regarding his account with Green Tree Servicing LLC ("Green Tree"). Let me assure you we take these matters very seriously.
We understand Mr. [redacted]'s concerns. Please be assured the correspondence was reviewed with the appropriate department management and the following response is provided.
Records indicate that the only valid contact number for Mr. [redacted] is (231) [redacted]. The work number of (231) [redacted] has been marked as "do not call". We have no other numbers referenced on the account.
This issue has been discussed with the Account Representative, Robin, that you named in your complaint, to ensure that only the valid contact number is used for collection efforts.
We apologize for any dissatisfaction this matter may have caused. If Mr. [redacted] has additional account questions, he can contact Account Representative, Robin B., at (800) [redacted] 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 [redacted]
Customer Service Correspondence Supervisor
/rgf/46
cc: [redacted],[redacted], Mackinaw City, MI, 49701

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 in dealing with our associates and the Deed in Lieu of Foreclosure...

process. Our mission is to provide exceptional levels of servicing and we continuously strive to recognize opportunities for improvement.  Ms. [redacted]’s concerns regarding the Deed in Lieu of Foreclosure was forwarded to the appropriate department management for review. Records indicate Ms. [redacted]’s account representative, Camry R. contacted Ms. [redacted] on May 10, 2016. During this telephone call, Camry R. advised Mr. [redacted] of the documents still needed for the Deed in Lieu of Foreclosure review. We received some of the requested documents from Ms. [redacted] on May 12, 2016. Ms. [redacted] spoke with Camry R. again on May 13, 2016, and was advised to send the rest of the bank statement pages and her paystubs. If Ms. [redacted] has any further questions regarding this matter, she should contact her account representative Camry R. at ###-###-####, extension [redacted], or Mario C. at extension [redacted] for further information. 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. [redacted]

Thank you for the opportunity to respond to the complaint filed by [redacted] regarding their account with Ditech Financial LLC (Ditech). After careful review of the account, we have verified that the servicing of this account was transferred from Bank of America N.A. to Ditech on April 01, 2013....

The transfer of servicing does not affect the account terms and conditions, other than those related to the servicing of the account. Account records indicate that Ms. [redacted] requested autopay information sent to her on April 17, 2013. Ditech complied with Ms. [redacted]'s request and the autopay information was sent to the mailing address listed on the account on April 18, 2013. On May 13, 2013, the completed automatic payment application was received by Ditech, which indicated that they would like electronic payments to be debited from their account on the first (1st) and fifteenth (15th) of each month. While Ditech does offer a bi-weekly automatic payment plan in which payments are debits every other week, we do not offer a bi-monthly payment plan in which payments can be debited on the first (1st) and fifteenth (15th) of each month. On May 29, 2013, a letter was sent to the mailing address listed on the account advising that we were unable to fulfill their request to activate an automatic payment, as they requested bi-monthly partial payments, which was not an available option. On July 02, 2013, Ms. [redacted] contacted Ditech and was advised that bi-monthly was not an option and was advised information on Ditech's bi-weekly and monthly automatic payment programs. Ms. [redacted] stated she was going to set up monthly automatic payments to be debited on the fifteenth (15th) of each month. Ms. [redacted] called Ditech again on August 26, 2013 and September 12, 2013 and was advised the same information. Please note that no additional applications were completed or sent to Ditech for processing. If Ms. [redacted] would like to set up automatic payments once the account has been brought current, she may contact customer service at ###-###-####. We are unable to verify an instance in which Ditech set up extended payments for the borrower and they were received or applied to the account after the late fee assessment date. The first payments set up by the borrower were on July 19, 2013. At that time, the account was already past due and had been assessed a late fee; however, payments were set up with the representative at that time and no payments were charged late fees. The account was not charged any late fees again until February of 2014. Records show that these payments were sent to us by the borrower and were not set up by Ditech. After the account became delinquent payments were set up after the late fee assessment date as necessary. Additionally, when a payment is not received in full by the due date, attempts are made to contact the customer in order to prevent the account from further delinquency; therefore, contact was attempted as soon as the account became past due. Enclosed is a payment history for review. If Ms. [redacted] finds that there is a payment they have submitted that is not reflected on the payment history, we will require a legible front and back copy of the cleared check in order to research the missing payment. The payment hierarchy 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 applied 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.Please be advised that information regarding possible assistance was sent to the borrower via mail on October 15, 2015 and August 15, 2016. These letters are sent in accordance with regulatory and Ditech policy. They advise information in regard to loss mitigation options that may be available to them. Additionally, solicitation letters were sent to the mailing address listed on the account on September 01, 2015 and March 03, 2016 advising of possible loss mitigation options. For your convenience, we have enclosed copies of these letters for your review. On October 24, 2016, Ms. [redacted] contacted Ditech to go over a repayment plan that was offered to them with concerns that the payment was too high; however, after going over the plan with their account representative, they elected to proceed with the repayment plan. After reviewing the account with the account representative, we have verified that a payment in the amount of $1,512.94 would need to be made to bring the payment plan current through January. The November and December payments received were short of the full amount due under the repayment plan and the January payment has not been received. Please be advised that attempts were made on January 16, 2017, January 20, 2017 and January 23, 2017 to contact Mr. and Ms. [redacted] via telephone. Messages were left for them to return our calls so that clarification can be made in regard to the repayment plan and the amounts currently due on the account. As of the date of this correspondence, the account is past due for the November 01, 2016 through January 01, 2017 due dates in the amount of $1,665.83. Additionally, the account has a late fee balance in the amount of $188.67 and $73.48 in unapplied funds. We understand that borrowers may experience income reductions, financial difficulties, or life changes that can affect their ability to make payments. Please be assured, Ditech wants to work with Mr. and Ms. [redacted] to determine acceptable payment arrangements that work for all parties. Please contact Zena D. at (800) [redacted], extension [redacted] to discuss options that may be available for the account. If Ms. [redacted] has any further questions, she may contact their account representative 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.

RE: Case#[redacted], [redacted] Dear [redacted]: Thank you for the opportunity to respond to the complaint filed by [redacted] regarding his account with Ditech Financial LLC (Ditech). Policies are set in place to ensure both our customer's interests and our interests in the property are...

protected in the event of an insurance claim. Per the mortgage contract, Ditech policy, and The Real Estate Settlement Procedures Act ("RESPA"), during the time period we are processing a claim, the claim check is deposited into a non-interest bearing account. When all of the required documents are received, the funds are released accordingly to ensure that the repairs are completed appropriately. Please note, the processing time on a claim, once all documents are received, is 7-10 business days. Records indicate that the claim information was received and entered into our system on August 2, 2016. The claims check for $13,940.27 was received on August 4, 2016, but was not endorsed. The check was returned for endorsement on August 4, 2016. The endorsed check and documentation were received on August 15, 2016. Additional claims information was received on August 17th and 22nd. Pursuant to Mr. [redacted]'s request received on August 26th, a check in the amount of $13,243.25, was issued on August 29, 2016, and mailed by FedEx, tracking number [redacted] on August 29, 2016. For further clarification on the contractual right to hold insurance claims funds, Mr. Seeley may review Section 5, titled Property Insurance and Section 7, titled Preservation, Maintenance and Protection of the Property , on the enclosed copy of his Texas Home Equity Security Instrument (contract). If further documentation should be required or Mr. [redacted] has further questions, he may contact the Claims Department at the contact information listed below. Ditech Financial LLC Attn: Claims Dept [redacted] Rapid City, SD 57709-6158 ###-###-#### If Mr. [redacted] has any further questions, he may contact his account representatives Jagger G. at (800) [redacted], extension [redacted], or Allen P. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at ###-###-####, Monday - Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT. Sincerely,Shea [redacted] Customer Service Correspondence Supervisor cc: [redacted], [redacted] GARLAND, TX 75044 [redacted]

I am rejecting this response because:
Dear Ditech Financial,  Thank you for your prompt response. I wish this was the kind of information I would have received in a timely manner when I submitted my request for modification back in September 2016. This is information was relayed to me and that modification from 2015 was never mentioned as a factor in to me attempting to get a modification last year. I repeat the fact that it took from September 2016 to May 2017 for me to get a prompt response is not acceptable. I was/am and have been more than diligent to make several phone calls to make sure I am sending the correct information. I feel Di tech financial representatives especially my initial case manager David D. procrastinated to handle my case and this is like a set up for consumers to fall behind and make it nearly impossible to maintain their homes. On this base I do kindly ask for you to take this into consideration the fact that my case was never handled diligently. Please feel free also to attach the call records with detailed notes  that I made since last July 2016 so you  can see and prove my interest in keeping my home.   -[redacted]

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.Thank you very much for your assistance as talking directly with Ditech was not successful.  I will be following up with the credit reporting companies to verify that this inaccurate information has been removed from our files. Sincerely,[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). We regret any dissatisfaction Mr. [redacted] may have encountered in his attempts to contact his account...

representative. Our mission is to provide exceptional levels of servicing and we continuously strive to recognize opportunities for improvement. It is our policy and practice is to conduct all communications in a courteous and professional manner and to at all times, treat all parties with respect. Our representatives are trained and monitored to ensure adherence to all applicable collection laws and regulations, both state and federal. Our records also indicate that multiple attempts to contact Mr. [redacted] have been made and voicemails have been left, but our calls have not been answered. Mr. [redacted] should be advised, that Ditech has multiple numbers and extensions for our employees and are unable to provide specific phone numbers for outgoing calls. Mr. [redacted] may contact his account representative, Jeremiah S. directly at (800) [redacted], extension [redacted], at his convenience. Payments mailed to the remittance address are processed by a federally regulated processing center hired by us to apply payments to accounts. They are required to process all payments within 24 hours of receiving the check; therefore, all payments received are processed regardless of the date on the envelope or check. Payments are applied to the account consecutively. A copy of Mr. [redacted]'s payment history is enclosed for his review. Pursuant to Mr. [redacted]'s correspondence, a review of the account did not find that payments have been held from applying to Mr. [redacted]'s account or that any claim of missing payments requiring research to locate funds remitted has been requested. Please note, Ditech has no liability for any delays caused by the United States Postal Service. The due date for the account is the 20th day of each month. If a payment is not received in full by the due date, the account will be past due. If a payment is not received in full by the end of 10 days after the due date, a late fee may be assessed. Our records indicate that late fees have appropriately been assessed to the account. Please see the enclosed Exhibit A for a list of late fees assessed to the account. Our records also indicate that an email was received from Mr. [redacted] on November 4, 2016. Though we strive to respond to all correspondence as quickly as possible, a response may not be provided for 30 or more days after the correspondence is received. We apologize for any dissatisfaction this may have caused. The referenced hazard insurance policy was cancelled on October 31, 2016, due to non-payment.As of the date of this letter, Mr. [redacted]'s account is contractually due for the August 20, 2016 payment. The last payment received for the account, in the amount of $583.47, was remitted through our website on September 27, 2016, but returned due to non-sufficient funds. Therefore, as a result of the returned payment and the current account delinquency Mr. [redacted]'s account is not currently eligible for online payments. If Mr. [redacted] has any further questions, he may contact his account representatives Jeremiah S. at (800) [redacted], 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 (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,Shea [redacted] Customer Service Correspondence Supervisor cc: [redacted], CHARLOTTE HALL, MD 20622 [redacted]

I am rejecting this response because:My attorneys have tried several times along with my mortgage reps in sending you the authorization letter (Over 4 times within 2 months) in order to resolve the matters with the title on the property and every time they call your customer service gives us the same response "we don't have it fax it again and call back in 3 days". We have even emailed a copy of the authorization letter to the rep that was handling our case who wouldn't respond to any of my attorneys emails or the listing agent they were working with. My attorneys and I are ready to close on this property which has taken 3 months and we are running the risk of losing the property due to no one wanting to help get the process rolling. All I request is that a priority rush be placed in trying to resolve the matter so that I am not charged extensions of 40 dollars a day on this property which I do not think is right seeing as though I have been ready to close on the property since June. The delays are not coming from my end. The only update that I have received is that the case was assigned to another Rep and we are waiting on a response from her. I will be more than willing to remove the claim when this matter gets resolved. My attorneys have found all of the issues with the title to the property and are ready to close we are just waiting on someone from Ditech to review the documents and give us the OK to proceed to close.