Ditech Financial, LLC

Thank you for the opportunity to respond to the complaint filed by [redacted] regarding her account with Ditech Financial LLC (Ditech).Records indicate that the payment received April 5, 2016, in the amount of $1,260.00, was applied as a principal reduction instead of to the May 1, 2016 payment....

However, this payment was reallocated on May 20, 2016, and $780.47 was applied to the May 1, 2016 due date, backdated to May 5, 2016, and the remaining amount of $479.53 was applied as a principal reduction. Please be assured that the late fee assessed due to this matter has been removed.Records show that billing statements were generated on May 20, 2016 and May 26, 2016. Please note that billing statements are not required in order to make a payment. In the future, if Ms. [redacted] does not receive a billing statement, she may remit her payment to the below address.Ditech[redacted]Palatine, IL 60094-4710We apologize for any dissatisfaction this matter has caused. If Ms. [redacted] has any further questions, she should contact her account representative Cheryl M. at ###-###-####, extension [redacted], or Charles 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., and Saturday 7:00 a.m. to 1:00 p.m. CT.

I am rejecting this response because:
Please see my attached letter response to you and also the 4 letters we received from Ditech on Saturday, June 18, 2016. Please respond at your very earliest convenience since Ditech has conveniently announced the sale of our mortgage to another company in 4 business days. Thank you very much! [redacted] & [redacted]@gmail.com

The Revdex.com has my consent.

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 for the opportunity to respond to the complaint filed by [redacted] regarding his account with Ditech Financial LLC (Ditech). The reimbursement Mr. [redacted] requested for overdraft fees was processed on November 25, 2016. The amount of $140.00 was reimbursed to his TruWest CU bank account via ACH (Automated Clearing House). We have verified with our reimbursement department that the reimbursement was processed and deposited in Mr. [redacted]'s account. Mr. [redacted] will need to contact TruWest CU to find out where the funds were applied. If they are still unable to locate the reimbursement, Mr. [redacted] will need to provide Ditech with a copy of his November bank statement showing that the funds were not received. Please be advised that the non-sufficient fund fees, in the amount of $100.00 that were charged to the account, have been reversed. Pursuant to his request, we have enclosed a copy of the payment history for the account, which indicates the reversal of the fees. As stated in our previous correspondence, we are unable to comply with Mr. [redacted]'s request to reimburse funds for his hardship. Ditech is only able to reimburse him for the actual fees incurred due to the error. If Mr. [redacted] has any further questions, they may contact their account representatives Terri S. 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.

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

complaint filed by [redacted] regarding her account with Ditech Financial LLC (“Ditech”).   We understand Ms. [redacted]’s concerns. Please be assured that hers correspondence has been reviewed with the appropriate department management and the following response is provided.           Ms. [redacted]’s account type requires that only a full payment be applied to the next monthly payment due date. 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.   Please be assured, Ditech makes every effort to credit payments as requested. Records indicate that when Ms. [redacted]’s payment of $1,300.00 was received on June 4, 2016, it was systematically applied to the next monthly payment due, with an additional $574.42 to principal. Pursuant to her request made with Customer Service on June 6, 2016, the referenced payment was reallocated from the July payment, and additional principal  and applied to the account as a principal only payment on June 13, 2016. Please be aware that due to our recent internal system upgrade, requests for reallocation been delayed. The reallocation was backdated to the date of receipt, June 4, 2016, to ensure proper crediting of the account.   Ms [redacted] should also be advised that her account uses actuarial interest. Actuarial interest is a very common type of interest for many loans. This interest is based on a 360-day year with twelve 30 day months. Just like simple interest, interest is charged every day that the customer is using the investor of the loan’s money, however, with actuarial interest, no matter when we receive the payment, 30 days of interest will be taken out of that payment. If we receive the payment 5 days late, there will still be 30 days of interest taken out of that payment, however if the customer pays ahead by a month, even though there has been no interest earned for the future month, we will take 30 days of interest out of the payment. Since Ms. [redacted]’s principal payment was applied to the account prior to the next monthly payment application, no adjustments are required to ensure that the next monthly payment will be applied with the correct amount of interest charged on the new principal balance.   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   /asw/47/     cc:  [redacted]      [redacted]         Gastonia. NC 28056

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 Ms. [redacted]'s payments of $944.01, received April 29, 2016 and June 28, 2016, were applied to her closed account number, [redacted]. However,...

these payments were reallocated from the closed account to her open account on July 16, 2016. The funds were applied to the May 1, 2016 and July 1, 2016 due dates, and were backdated to the dates received to ensure proper credit to her account.The late fees assessed to Ms. [redacted]'s account for the May 2016 and June 2016 due dates have been removed. No negative credit was reported to the major credit reporting agencies due to this matter. As of the date of this correspondence, the next amount due on her account is $994.01 for the August 1, 2016 payment.Ms. [redacted] should ensure that her online bill pay is updated to the correct account number, [redacted].If Ms. [redacted] has any further questions, she should contact her account representative Jeffery S. at ###-###-####, extension [redacted], or Gracie C. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at ###-###-####, Monday - Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT.

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 your dispute of the information provided and our position has not changed. Ditech is legally required to report accurate information; therefore, we are prohibited from changing credit reporting as a courtesy or to facilitate restoration of a credit rating.

Initial Business Response /* (1000, 5, 2015/12/05) */
Thank you for the opportunity to respond to the complaint filed by [redacted] regarding her account with Ditech Financial LLC ("Ditech").
We understand Ms. [redacted]'s concerns. Please be assured that her correspondence has been reviewed with...

the appropriate department management and the following response is provided.
Ditech's policy and practice is to conduct all collection activity in a courteous and professional manner and to at all times, treat its customers with respect. Ditech collection associates receive comprehensive training on all aspects of applicable state and federal collection laws and regulations. Collection communications are placed solely for the purpose of determining payment intentions when a customer fails to pay as agreed. If a customer has agreed to make a payment, collection communications may continue if a payment is not received by the promised date. If a customer cannot be located, attempts may be made to contact a third party to determine the location of the customer. Pursuant to Ms. [redacted]'s correspondence, no further phone calls will be made regarding the account. Ditech will continue to send monthly statements and statutorily required notices. The collection contacts have been investigated.
If Ms. [redacted] has additional questions regarding this issue, she may contact Paul at (800) [redacted] extension [redacted]. Our Customer Service is also available to assist and can be reached toll-free at (800)-[redacted], Monday - Friday 7 a.m. to 8 p.m., and Saturday 7 a.m. to 1 p.m. CT.
Sincerely,
Shea [redacted]
Customer Service Correspondence Supervisor

April 19, 2016 [redacted] Revdex.com OF MINNESOTA AND NORTH DAKOTA 220 S RIVER RIDGE CIR BURNSVILLE MN 55337   RE:  Complaint ID #, [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”).  Please note, Green Tree Servicing LLC and Ditech Mortgage Corp combined to form Ditech Financial LLC, known as Ditech, a Walter Company, effective August 31, 2015. This name change did not affect any terms or conditions of the contractual agreement. Records reflect we previously provided responses to the Revdex.com under case numbers [redacted] and [redacted], which satisfactorily addressed the account delinquency.  Copies of the prior responses are enclosed.  As indicated in our prior responses, the account became past due because stop payments were placed on two checks that we processed in August and September 2014.  Therefore, as of October 2014, the account was past due for the August 15, 2014, due date.  In April 2015, we received two payments and the account reflected one month past due until a payment was not received in September 2015.  A payment was received in October 2015; however, payments were not received in November and December 2015.  As of January 2016, the account was past due for the September 15, 2015, due date.  The last payment we received was on January 14, 2016, which paid the September 15, 2015, due date and part of the October 15, 2015, due date.  As of today, the account is past due $2,144.13 to satisfy the October 15, 2015, through March 15, 2016, due dates.  There is also a late fee balance due of $100.00.  A payment history is again enclosed for [redacted]’s reference.  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.  Records reflect we sent a Notice of Default and Right to Cure Default on March 28, 2016, copy enclosed.  We understand that borrowers may experience income reductions, financial difficulties, or life changes that can affect their ability to make loan payments, but [redacted] informing Ditech of his current financial situation does not release him from his contractual obligation to pay in a timely manner.  Please be assured that we want to work with him to determine an acceptable payment arrangement that work for all parties.  He may contact Sheri M. at ###-###-####, extension [redacted], or Kimberly M. at extension [redacted] to discuss any available options. 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/41/ cc: [redacted]., [redacted], Zebulon, NC  27597 [redacted]

Thank you for the opportunity to respond to the complaint filed by [redacted] regarding her account with Ditech Financial LLC (Ditech). Records indicate that we received Mrs. [redacted]'s Application, License and Certificate of Marriage on August 23, 2016, and her last name was updated to...

[redacted]. If Mrs. [redacted] has any further questions, she may contact her account representatives Antwion R. 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.

[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 Ms. [redacted] regarding an account with Ditech Financial LLC (Ditech)....

Policies are set in place to ensure both our customer's and our interests in the property are protected in the event of an insurance claim. Our policy is that the endorsed claim check must be submitted for processing to our Claims Department. During the time period we are processing a claim, the claim check is deposited into a non-interest bearing account. We require an adjuster estimate, material estimate on store letter head and/or contractor estimate & W-9 form to be submitted to the below listed address to initiate the release of funds to complete repairs. Ditech Financial LLC Attn: Claims Dept [redacted] Rapid City, SD 57709-6158 When all of the required documents are received, the funds are released accordingly. Once repairs have been completed and the completion verified by inspection or remittance of any additional required documentation. The remaining claims funds will be released. The processing time on a claim, once all documents are received, is 7-10 business days. Our records indicate that additional claims funds were released on September 8, 2016, and additional documentation of the completed repairs is required to release further funds. If Ms. [redacted] has additional questions regarding the claim process, please contact the Claim Manager, at ###-###-####. If Ms. [redacted] has any further questions, she may contact our Bankruptcy 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

I am rejecting this response because after reading Ditech's response, I'm not convinced that their records are complete and considering their track record FTC and CFPB I'm high skeptical for the following reasons: We agreed on bi-weekly payment program over the phone and now Ditech stating in writing that they "can't" apply the payments upon receipt breaking their orginal promise in two separate letters as they stated. Ditech admitted that they didn't bill this account correctly on the phone today and applied late charges to the account due to miscalculating bi-weekly overpayments on the agreed bi-weekly program. What about the $3,256.72 that was magically added to my account balance? After reading the response, I still don't see connectivity to why this happened. This account has had operation issues since inception with GreenTree, now Ditech, forcing me to simplify and remove escrow due to mismanagement and here we are again, mismanagement issues. I have been overpaying bi-weekly for over a year and not Ditech can't apply the payments correctly resulting in additional interest / late fees which most companies call "profit". I have had continuous hazard insurance and I simply don't believe Farmers sent a cancelation - to be confirmed. Once Farmers realized the loan was de-escrowed due to performance they called me and it was paid in full. It's simply not acceptable that the escrowed payments were not retroactively applied to principle. Also, did I read correctly that a $990.89 payment was made on my behalf and only $825.36 was refunded!! There couldn't be more problems on this account, with this company, and I need to escalate this issue. Based on what I see in front of me, Ditech "adjusted" the account by a total of $3,422.25 plus the additional interest cause by not applying payments correctly.

I am rejecting this response because:
I do not want another appraisal done by someone from Ditech, while you are saying that they are not bias, based on the last inspection that is clearly the case. To any person it is clear that when the appraisal comes in at just over 80% of the LTV  ratio that something funny was going on.  Not to mention when I pressed Ditech about this and said that appraisal was bad it took them months to finally change their story and say now my loan needs to be at 75% LTV (Obviously because I paid down enough to be under 80% and once I was the rules changed suddenly).  The last appraiser Ditech sent should not even be licensed to appraise a home when she cannot do basic math and add up 3 adjusted comparable totals , and divide by 3, to come to a more sensible value, one that is actually justified by the numbers.  Furthermore it is pathetic that NO ONE at Ditech can do any simple basic research and look at the information I provided and what their own appraiser provided to see how wildly far off the value was.At this time I am adjusting my complaint and requesting that Ditech reimburse me for the 5 months of PMI ($90.80 x 5 = $454) from November through March that I paid, and for the reimbursement of my closing costs that I have to pay to my new lender to refinance my loan ($3,012). As I said previously in my dispute a new lender has approved a refinance on my mortgage WITHOUT an appraisal.  They easily accepted $225,000 as the value of my home and were confused why Ditech would be so hard headed and stupid to deny that.  Ditech has caused hours of mental anguish and frustration  forcing me to wait days for callbacks or reviews by the "escrow" team that never happened.  I never received any callbacks from management and after being told several times someone in the escrow department would call me, then requesting a manager in the escrow department to call me. I was notified after 2 months of requests that no one at the escrow department ever picks up the phone or has to explain their actions of what they are doing.  Throughout the entire time I was with Ditech I consistently made all my payments in full and on time. Ditech got everything that they asked of me and In jumped through every hoop they placed in front of me along the way (including having to fax in documents because in 2017 they don't have a process for receiving emails or scanned documents). I have a thorough knowledge of mortgages and the lending process and I am in amazement over how far this has dragged on.  If Ditech would have just resolved this matter from the beginning we would not be where we are today.  Ditech is SOLELY to blame for all the issues associated with this process and my frustration.  If Ditech does not agree to my reimbursement I will continue to file any and all complaints possible because this is a very deceptive and manipulative business practice that Ditech is involved in and they should not be putting anyone else through this type of stress EVER.

I am rejecting this response because:See Attatchment

May 6, 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/her account with Ditech Financial LLC (“Ditech”). We understand Ms. [redacted]’s concerns. Please be assured that her correspondence has been reviewed with the appropriate department management and the following response is provided.         Records indicate that Ms. [redacted]’s requested reimbursement of $2,635.43 was completed on May 3, 2016. We apologize for the delay in processing her request. 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, Jared [redacted] Customer Service Correspondence Supervisor /asw/28/ cc:  [redacted]         [redacted]         Brooklyn Center MN 55429 [redacted]

Initial Business Response /* (1000, 7, 2015/06/19) */
June 18, 2015
[redacted]
Revdex.com OF MINNESOTA AND NORTH DAKOTA
220 S RIVER RIDGE CIR
BURNSVILLE MN 55337
RE: Case # [redacted], [redacted]

Dear [redacted],
Thank...

you for the opportunity to respond to the complaint filed by [redacted] regarding his account with Green Tree Servicing LLC ("Green Tree").
In review of Mr. [redacted] concerns, records reflect we received proof of insurance from Pacific Specialty Insurance Company with a policy effective November 13, 2013 through November 13, 2014. On September 15, 2014, we received a cancellation notice from the insurance company indicating the insurance policy was cancelled effective September 2, 2014 because of the type of roof on the subject property. Additional proof of insurance was not received and we purchased lender placed insurance effective September 2, 2014 through September 2, 2015 on December 4, 2014. The premium for this policy in the amount of $1,168.00 was disbursed from the escrow account on December 4, 2014.
On February 5, 2015, proof of insurance was received from Pacific Specialty Insurance Company indicating Mr. [redacted] had insurance effective January 13, 2015 through January 13, 2016. The premium in the amount of $660.00 for this policy was disbursed from the escrow account on February 19, 2015. As a result of the proof of insurance being received, the lender placed insurance policy effective September 2, 2014 through September 2, 2015 was cancelled effective January 13, 2015 and a credit of $742.84 was applied to the escrow account on February 5, 2015.
On February 19, 2015, we received a cancellation notice from the insurance company and the policy was cancelled effective February 27, 2015. After discussing the cancellation notice with the insurance company we determined that the payment in the amount of $660.00 was sent to an incorrect payee. The insurance company refused to reinstate the policy and the payment of $660.00 was returned back to us and credited to the escrow account. Mr. [redacted] did not provide additional proof of insurance and a lender placed insurance policy was purchased from the cancellation date of February 27, 2015 through February 27, 2016 to secure our interest in the collateral. As a result of our oversight, we backdated coverage to the date the insurance policy was cancelled to ensure there was not a lapse in coverage and the policy premium was not disbursed from Mr. [redacted]'s escrow account to assist in alleviating a shortage. However, effective with the September 1, 2015 due date, he will star to be billed six payments of $165.43 with a final payment of $165.42 to pay for the lender placed insurance policy.
We apologize for any dissatisfaction this matter may have caused. If Mr. [redacted] has additional account questions, he can contact Green Tree at (800) [redacted], Monday - Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT.
Sincerely,
Nikki [redacted]
Customer Service Correspondence Supervisor
/kas/40
cc: [redacted], [redacted], Phoenix, AZ 85021

We apologize for the inconvenience and dissatisfaction that this matter has caused Mr. [redacted]. Our mission is to provide exceptional levels of servicing and we continuously strive to recognize opportunities for improvement. Please be advised that loans cannot be paid full with payments remitted via our automatic payment program; therefore, the automatic payments are cancelled before the last payment is due. Unfortunately, we did not communicate this information to Mr. [redacted] in a timely manner. Therefore, updated information will be submitted to the major credit reporting agencies (Equifax, Experian, Innovis, and TransUnion) to reflect the account status as close current, with the delinquency reported for August 2017 removed. The individual credit reporting agencies may take up to 3-5 business days to update their systems.

I am rejecting this response because:
They have not said anything on how they are going to correct the issues.1) Being contacted when the loan become late and before the loan become 30 days late. 2) They do not have my cell number on file the number is J [redacted] old number so they can call the number all they want. This goes they are unwilling to send me statements and give me the rights to pay if the Borrower becomes late.3) The Ins Company was recommended by Ditech and they are a insurance company and it needs to have a escrow account set up. They are unwilling to set this account up do to it is going to cost more money to perform ( just like me being sent any documents late)They have had no respond to my compalints and just keep avoiding the issues. I WANT ANSWERS AND NOT JUST BS. I THINK I HAVE THE RIGHTS! IF THEY CAN NOT THEN HAVE THERE LEGAL TO SEND ME AN ANSWER IN WRITING.

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.  Ms. [redacted], should be advised, that authorization for the referenced attorney was added to her account...

in response to a signed written authorization dated August 3, 2014. As stated in the written authorization, the authorization was valid until revoked. Pursuant to Ms. [redacted]'s request, the authorization for the attorney was revoked on April 14, 2017. On March 11, 2015, Ms. [redacted] was offered a Loan Modification Agreement, which modified the account effective March 1, 2015, by lowering her interest rate to 4.500% and reducing the monthly payment to $2,249.75. The loan modification was applied to the account on April 13, 2015. Payments have not been consistently remitted after the modification brought the account current, which ultimately caused a new delinquency. Since the modification, several escrow analyses have been completed, which further reduced the monthly payment. Requests for an additional loan modification have been received, but have been denied as the result of non-submission of all required documents, the extended account delinquency, as a result of the current arrears any modified payment would increase, default of the account after receiving a modification, and a request to cancel a review. Payments are applied consecutively to the last subsequent monthly installment received. Records indicate that the last payment remitted for the account was on August 10, 2016, and the account remains due for the July 1, 2016 payment. At this time, the account has not been referred for foreclosure and there are no foreclosure actions in progress. Ms. [redacted] should be advised that continued account delinquency may result in foreclosure actions.