Ditech Financial, LLC

Thank you for the opportunity to respond to the rebuttal complaint filed by [redacted] regarding their account with Ditech Financial LLC (Ditech). 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. Green Tree Servicing LLC and Ditech Mortgage Corp. were sister companies that combined to form Ditech Financial LLC, known as Ditech, a Walter Company on August 31, 2015. We apologize for any dissatisfaction Ms. [redacted] has encountered. Our policy and practice is to conduct all communications in a courteous and professional manner and to, at all times, treat our customers and third parties with respect. We do not tolerate unprofessional behavior from any of our associates. Pursuant to Ms. [redacted]'s request, Ditech is in the process of assigning a new account representative to the account. A letter will be sent to the mailing address listed on the account under separate cover advising the updated assigned account representative information. Unfortunately, we are unable to locate an incident in which extended payments were set up on the account by Ditech and late fees were assessed. Information in regard to the specific time frame in which this occurred, would allow Ditech to further research Ms. [redacted]'s concerns; however, extensive research on the account has rendered no incidents of late fees assessed to the account due to payments set up after the late fee assessment date by Ditech. In an effort to resolve Ms. [redacted]'s concerns regarding the repayment plan, we reached out to the borrower on multiple occasions. Attempts for contact were made to the home and cell phone numbers on file on the following dates: January 20, 2017, January 23, 2017, January 26, 2017, January 30, 2017 and February 02, 2017. Messages to return our call were left with each attempt on the cell phone; however, we were unable to leave messages on the home phone number as the answering machine kept cutting off before we were able to leave a message. Please be advised that Ditech still has not received the January payment. As of the date of this correspondence, the account is past due in the amount of $2,213.32 for the November 01, 2016 through February 01, 2017 due dates. Additionally, the account has a late fee balance in the amount of $188.67 and $73.47 in unapplied funds. If Ms. [redacted] has any further questions, they 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 the account with Ditech Financial LLC (Ditech). We apologize for any dissatisfaction or inconvenience that this matter has caused. Our mission is to provide exceptional levels of servicing and we continuously strive to recognize opportunities for improvement. Please be advised, a new Account Representative has been assigned to Mrs. [redacted]'s account. Mrs. [redacted] may contact Sandy M. at ###-###-####, extension [redacted] for assistance with loss mitigation. Sandy M. did attempt to contact Mrs. [redacted] on December 05, 2016; however, Mrs. [redacted] was unavailable and Sandy M. left her a message to call back. In addition, Marta R. in our Claims Department attempted to contact Mrs. [redacted] on December 05, 2016 to assist with any questions Mrs. [redacted] may have regarding her claim; however, she was also unable to reach Mrs. [redacted] and left a message with a call back phone number for Mrs. [redacted]. If [redacted] has any further questions, she may contact her account representatives Sandy 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.

Thank you for the opportunity to respond to the complaint filed by [redacted] regarding his account with Ditech Financial LLC (Ditech).We would like to apologize for any dissatisfaction Mr. [redacted] has encountered. Records indicate we received Mr. [redacted]'s first request to cancel the Private Mortgage...

Insurance (PMI) on February 12, 2016. On February 24, 2016, we mailed Mr. [redacted] a denial letter advising him that his request was denied as it did not include authorization for Ditech to obtain a current appraisal and to assess the cost of the appraisal to his account.We received Mr. [redacted]'s request to obtain a current appraisal and to assess the cost of the appraisal to his account on March 8, 2016; however, the request did not include his signature. Therefore, on April 7, 2016, we sent Mr. [redacted] a denial letter advising him again that his request was denied as it did not include authorization for Ditech to obtain a current appraisal and to assess the cost of the appraisal to his account.On April 18, 2016, we received Mr. [redacted]'s signed authorization; therefore, an appraisal was ordered. On May 27, 2016, a letter was mailed to Mr. [redacted] advising him the request to cancel the PMI was denied as the valuation obtained by Ditech indicated that the value of the property securing the mortgage hasdeclined below its original value.On June 7, 2016, we received Mr. [redacted]'s denial appeal regarding the PMI cancellation denial. After re-reviewing the PMI cancellation request, his request was approved. A letter was mailed to Mr. [redacted] on June 27, 2016, advising him the PMI was canceled.Please be advised that we decline Mr. [redacted]'s request for a reimbursement of funds paid towards the PMI since the submission of his request.If Mr. [redacted] has any further questions, he should contact his account representative Celia D. at (800) [redacted], extension [redacted], or Jerry M. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at ###-###-####, 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:
No adjustments have been made to my account for the interest that accrued during the period that the payment wasn't appropriately applied.  Also, the payoff amount was provided to me the next day after I submitted the inquiry to the Revdex.com (before the payment was corrected) and the payoff Ditech supplied in their response had the same amount included in it, which leads me to believe it still wasn't an updated amount.

Thank you for the opportunity to respond to the complaint filed by [redacted] regarding his account with Ditech Financial LLC (Ditech). Please be advised that Ditech does not offer a service to convert homes to real property. Even if Ditech did offer this service, we would not be able to do so...

on Mr. [redacted]'s account as his account is a home only loan. Ditech holds no mortgage for his account; therefore, has no interest in the land. If Ditech were to consent to de-titling Mr. Mr. [redacted]'s account, we would lose our title, which is the only document securing our interest in the home. Since this is a home only account, the only way for Mr. [redacted] to de-title the home is to pay the account in full and de-title once they receive the title with the lien release.If Mr. [redacted] has any further questions, he may contact his account representatives Theresa H. at (800) [redacted], extension [redacted], or Jason 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.

I am rejecting this response because:
I appreciate finally getting a partial refund of the
insurance claim, although Ditech is still holding 2% until they send out an
inspector.
To address their response let me point out the following:
·       
When the claim was filed with Farmers and the
adjuster and contractor had provided me with an estimate and a contract I immediately
contacted Ditech’s claim department. The lady I talked to never mentioned any
of the following;
o  
 endorsing
the check,
o  
lien waiver from the contractor,
o  
 w-9 from
the contractor.
o  
She only told me to send the check to the
Turbine address and Farmers adjuster’s estimates. And, she insisted I send it
overnight delivery.
·       
I incurred a $36 charge from FedEx for the
package which included the check and the estimates.
·       
A week later I received the refund check back by
regular mail along with additional requests for the lien waiver, W-9 etc. Plus,
I was informed that they would only send 50% of the funds back until the work
was completed and they had sent out an inspector. ( note: this would actually be 50% of 50% really 25%, there was $30,000 in repairs)
·       
I faxed all of the information and also sent
copies plus the endorsed check as requested by certified mail which cost me an additional
$18. PLUS there was a certificate of completion.
·       
Now please note Ditech did nothing at this time
other than deposit the check in their account. They should have at the minimum
sent 50% of the refund to me as outlined in their documentation. Apparently
they do not follow their own rules.
·       
I finally got fed up and filed this complaint
with the Revdex.com and also called again to express my
displeasure. At this time they agreed to send 95% of the refund which I did see
today but they are holding 2% until they do an inspection.
·       
Problem is I have no faith that they will order
the inspection ( which makes no sense anyway as they only have collateral in the
loan of $3554.00) unless I call multiple times and complain. Per the claims
person I talked to at Ditech they have 72 hours to even put in for an
inspection plus 72 hours for the inspector to complete his/her work. Surely, an
intelligent person would recognize this is totally stupid for the amount they
are holding of $697.00 and the loan is almost paid off.
I will be happy to accept their response once the entire
refund has been sent back to me.

I am rejecting this response because:After the Modification, my payment due for June '14 was $370.26. I made that payment.My next July '14 statement said $367.49. I made that payment.My August '14 statement said $367.49. I made that payment.Then my statements starting in September '14 , just like I was told that the Modification payments should be, said my monthly payment was $318.92. I started making that payment. According to my Modification, I was to start making payments of P&I $201.50 on 6/01/2014. I made payments with Escrow included.           I see that I accidentally missed a payment for 12/15 340.20. Nobody at Ditech would even tell me that I missed my 12/15 payment.Then Ditech stopped accepting my payments starting 4/16 340.20                5/16 326.61             6/16 326.62             7/16 326.61             8/16 326.61             9/16 326.61     So, I should owe $2,313.45. I have had multiple contact with numerous Ditech employees over the last few months. I even had a Customer Service Representative state that I was on time. I, now with the payment history, see that I missed 12/15. Never has anybody even attempted to rectify the problem with the balance on my account. I just want to pay what I really owe. I can write a check tomorrow for what I really owe. Please correct any problems with my account!

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 and verification with the tax department, the taxes were disbursed to Livonia City on November 10, 2016. The total amount disbursed to Livonia City for the property taxes was $1,897.90. The base amount of $1,842.62 was charged to the escrow account. The penalties and interest in the amount of $55.28 were not charged to the account. Pursuant to Ms. [redacted]'s complaint, we have contacted Livonia City to verify receipt of the tax disbursement. As of the date of this correspondence, Livonia City has not received the disbursement made by Ditech on November 10, 2016. Our tax vendor is currently staying in contact with Livonia City and are carefully monitoring the receipt of the disbursement. If Livonia City does not receive the disbursement made by Ditech a new disbursement will be issued. Please be advised that any penalties and/or interest charged due to the late tax payment will not be charged to Ms. [redacted]'s account. If Ms. [redacted] has any further questions, she may contact her account representatives Tamika W. at ###-###-####, extension [redacted], or Mario C. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at ###-###-####, Monday - Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT.

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 cannot change the terms of Ms. [redacted]'s loan as they were written at origination on September 09, 1999....

Detitling the home and declaring it real property was not an option when this loan was originated because Georgia did not allow official title surrender until May 31, 2003. However, the new lender for Ms. [redacted]'s refinance should be able to write it into their loan to surrender the titles and officially declare the home real property. If [redacted] has any further questions, she may contact her account representatives Gwendolyn S. at ###-###-####, extension [redacted], or Bradley L. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at ###-###-####, Monday - Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT.

I am rejecting this response because:

I continue to appreciate your assistance however the response from Ditech does not solve my issue, it truly explains it. First, my account was never flagged for no outgoing calls from me, only calls should not be made to my work number. I have left my cell number for call back several times. Second, I agree that my payments are submitted through my bank & my husbands at one time so Ditech is not responsible for the account information but they should be responsible for recording it correctly. Third, I know the due dates of my accounts but there have been so many issues with the accounts I still feel the late fees should be waived. And the final (most important reason for my dispute), remains that I still have no idea which 2 months Ditech is missing from acct# [redacted]. They submitted a breakdown of all payments from 9/1/16 to 9/30/17, which actually shows not ONE missed payment yet in the last paragraph they say 'Ms [redacted]'s acct [redacted] is due for the Aug 1, 2017 & Sept. 1, 2017 payment'. And in their own breakdown they list our payment received on 9/30/17 for $2,416. which was for both months. A double payment because if you look at the other acct breakdown you will see they applied 2 payments in August, one of which should have gone to [redacted]. I would also like to point out that I called Vivian, Bradley, Crystal & Nicholas, left messages for all and have not received a call back in over 48 hours. This account is paid in full, Ditech needs to review again or instead of sending their 30 page spreadsheet provide a breakdown of all payments from 4/1/2016 if they really think 2 payments are missing. Because their own breakdown shows the August & Sept. 2017 payment has been received.
Thanks
[redacted]

Please note, the due date for the account is the 1st 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 15 days after the due date, a late fee may be assessed. The payments are applied to the account utilizing unapplied funds ("UAF"). This means that only a full payment may be credited to the next contractual payment due.Regrettably, Ditech has chosen to no longer offer a bi-weekly Automatic Clearinghouse (ACH) payment program. This decision affects all of Ditech's account and was not determined by an individual account's payment history. We apologize for any dissatisfaction this may cause.Additionally, please note that Diech has not charged a fee to participate in our bi-weekly ACH payment program.Ms. [redacted] may consider contacting her banking facility to discuss the availability of an option for electronic bank bill payments, which may allow her to remit payments for the account on a bi-weekly basis. Ms. [redacted] should be advised that while Ditech strives to apply payment remitted by our customer's pursuant to their intent, Ms. [redacted]'s account requires that only a full payment may be credited to the next consecutive contractual payment due, as indicated above. As payments are systematically processed for Ditech's accounts, remittance of partial payments may result in a systematic payment application in a manner other than intended. The application of partial payments to the account may be monitored though Ditech's online account system. If Ms. [redacted] finds that payments are not applied as she intended she may contact us and request we complete a reallocation to correct the payment's application to the account.

Thank you for the opportunity to respond to the complaint filed by [redacted] regarding his account with Ditech Financial LLC (Ditech). Records indicate we received Mr. [redacted]'s escrow shortage payment of $572.76 on July 8, 2016, and it was applied to his escrow account. As indicated on the enclosed...

escrow analysis, Mr. [redacted]'s monthly home and escrow payment was updated to $880.89 beginning with the September 1, 2016 due date. If Mr. [redacted] has any further questions, he may contact his account representatives Thandi F. at (800) [redacted], 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.

Please see the attached.

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 would like to apologize for any inconvenience that may have been caused. Account records indicate a payment...

in the amount of $176.16 was set up online on May 31, 2016, confirmation number[redacted] Unfortunately, on June 6, 2016 the payment was returned due to an invalid account number. Please note that we are unable to provide the full account number or routing number used in this transaction as our payment system only provides the last four digits.Please note that on June 10, 2016, June 22, 2016 and July 20, 2016 three additional payments were set-up; however, all three payments were declined due to invalid account.Pursuant to [redacted]'s request, we have ceased phone communication at this time; however, we will continue sending correspondence as required.If [redacted] has any further questions, they should contact their account representative Justin L. at ###-###-####, extension [redacted], or Scott 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] DitechCustomer Servicecc: [redacted], BREMERTON, WA 98311 [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. I would, however, appreciate correspondence directly from Ditech indicating the expected date of reissuance.Thank you,[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 apologize for any dissatisfaction Ms. [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.An escrow analysis was completed for Ms. [redacted]'s account on May 11, 2016. An Annual Escrow Account Disclosure Statement, which outlined the new payment amount was sent to the mailing address on file. We apologize if Ms. [redacted] did not receive the reference statement and a copy has been enclosed. In addition, the new payment amount was reflected on the billing statement dated May 31, 2016 for the July 01, 2016 due date.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 $3,374.65Hazard/Fire $1,328.00PMI $1,062.72Total Projected Escrow Disbursements: $5,765.37Escrow Payment Calculation: $5,765.37 / 12 = $480.45 (Base Amount)Please be advised, according to Section 10 of the Real Estate Settlement Procedures Act ("RESPA"), Ditech is allowed to maintain a cushion equal to one-sixth of the total amount of items paid out of the account, or approximately two months of escrow payments. If state law or mortgage documents allow for a lesser amount, the lesser amount prevails.Nevada, New York, and North Dakota state law does not allow this cushion. Montana, Utah, and Vermont only allow a one-month cushion. All other states allow a two-month cushion, which Ditech opts to maintain on the escrow account. As reflected on the Annual Escrow Account Disclosure Statement, the cushionfor this account is $783.78.It was determined that Ms. [redacted]'s escrow account had a shortage. A shortage occurs when the projected balance is less than the required balance. The escrow account is short in meeting the cushion requirement at the lowest point in the projected analysis. At the time of the analysis, the escrow for the account had a shortage balance of $865.21 and was scheduled for collection over a period of 12 months at a cost of $72.10 per month.Ms. [redacted]' payment in the amount of $1,047.53 that was misapplied as a principal only payment was reallocated from principal and applied to the July 01, 2016 due date on August 16, 2016. The transaction was backdated to July 26, 2016 to ensure proper credit to the account. A late fee of $24.22 assessed to the account as a result of this matter has been waived. As of the date of this correspondence, the account is next due for the September 01, 2016 due date in the amount of $1,158.06.If [redacted] has any further questions, she should contact her account representative Lawrencett W. 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.

We apologize for any confusion that that our previous response has caused. As communicated in our previous response, Ms. [redacted] originally enrolled in the optional Accidental Death and Dismemberment Insurance on August 15, 2014, which was the basic coverage that is paid for by Ditech. There have been no fees assessed to Ms. [redacted]' account for the optional insurance basic coverage. We previously provided a copy of the signed enrollment form Ms. [redacted] signed on January 10, 2017 to increase her coverage. The form indicated that there would be an insurance premium of $11.00 monthly for the increased coverage. As previously stated, no funds received were ever applied to the optional insurance. All additional funds received from Ms. [redacted] have been applied to the principal balance of her loan.

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 apologize for any dissatisfaction that this matter has caused. Our mission is to provide exceptional...

levels of servicing and we continuously strive to recognize opportunities for improvement. Please be advised, Mr. [redacted] signed the loan agreement along with [redacted] and [redacted]. The order in which the names are listed on the account has no bearing on the parties obligation to the debt. All parties are equally responsible for the repayment of the debt. We are unable to generate and mail two separate billing statements for the account each month. A billing statement is mailed to the address indicated as the mailing address on file. However, billing statements are available on our website, www.ditech.com. At this time, the mailing address is reflected as [redacted] Zanesville, OH 43701. If the mailing address is incorrect Mr. [redacted], Mr. [redacted], or Mrs. [redacted] will need to contact Customer Service at the number below or submit a signed request to the address or fax number listed above to have it updated. Please note that phone calls are placed to the phone numbers on file when a payment is not received by the due date. However, we are unable to make outgoing phone calls to the phone numbers the customers have requested we do not call. Our records indicate that Mr. [redacted] has requested we not make phone calls to his cell phone number; therefore, it has been marked as do not call on the account. In addition, pursuant to the Consumer Financial Protection Bureau ("CFPB"), when a customer disputes any amounts owed on their account, we are to cease collection activity, which includes sending any billing statements or making outgoing phone calls. The information reported to the credit reporting agencies (Equifax, Experian, Innovis, and TransUnion) was deemed to be true and correct according to account records. We have not received any new information or documentation to support Mr. [redacted]'s dispute of the information provided and our position has not changed. Ditech does not change credit reporting as a courtesy or to facilitate restoration of credit ratings. The due date for the account is the 15th day of each month. If a payment is not received in full by the 15th day of the month, the account will be past due. If a payment is not received in full by the end of 15 days after the due date, a late fee may be assessed. The grace period refers solely to the date in which late fees may be assessed and has no bearing on when the account is considered past due or when collection activity may begin. As of the date of this correspondence, the account is next due for $385.87 for the payment due February 15, 2017. There is also a late fee balance of $3.00.If [redacted] has any further questions, he may contact his account representatives Sierra D. at ###-###-####, extension [redacted], or Daniel T. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at ###-###-####, Monday - Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT.