Ditech Financial, LLC

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.  Hopefully Ditech can better inform their customer service representatives about this process so no one else has to deal with the ever changing answers we did.  Thank you Revdex.com.

Initial Business Response /* (1000, 8, 2016/02/03) */
February 3, 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 her account with Ditech Financial LLC ("Ditech").
The above referenced account is currently in a foreclosure status. Therefore, a payoff quote may be delayed as a result of needing to obtain legal fees/costs from the foreclosure attorney. Records reflect a payoff quote was mailed to [redacted] on December 28, 2015, copy enclosed. In addition, our foreclosure attorney also mailed a payoff quote to her on January 13, 2016, copy enclosed. As indicated in the payoff quote from our attorney, [redacted] should contact their office to obtain the exact amount due prior to sending any funds. Please be advised, a reinstatement quote has been requested and will be mailed to [redacted] under separate cover.
If you have any further questions or concerns, please do not hesitate to contact our Customer Service Department at (800) [redacted], 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/27/
cc: [redacted], [redacted], Westbrook, ME 04092
Initial Consumer Rebuttal /* (3000, 10, 2016/02/11) */
[redacted]response has been scanned in and is available using the online complaint system.
Final Business Response /* (4000, 20, 2016/03/03) */
[redacted]Document Attached[redacted]
March 2, 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 rebuttal filed by [redacted] regarding her account with Ditech Financial LLC ("Ditech").
We apologize if [redacted] did not receive the payoff quotes dated December 28, 2015 and January 13, 2016. Records reflect the account was transferred to us with a difference mailing address than billing address. The billing address on file was[redacted], Westbrook, ME 04092. The payoff quote dated December 28, 2015, was mailed to the billing address, which was [redacted], Frederick, MD 21703. The payoff quote was sent to the property address and mailing address on file. We were not aware the property address was no longer valid and/or the property was vacant. Please be advised, our records have been updated to reflect the mailing and billing address as:
[redacted]
Westbrook, ME 04092
Please be advised, the payoff funds in the amount of $6,968.95 were posted to the account on February 4, 2016, and the account was closed.
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 (800) [redacted], 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/27/
cc: [redacted], [redacted], Westbrook, ME 04092

I am rejecting this response because:of their  error I had to pay an additional $100 .00 to have my taxes refiled to correct the amount of my refund.. I had to pay $68.00

This account utilizes simple interest. Simple interest accrues on the outstanding principal balance on a per diem (daily) basis. When payments are received, they are applied first to accrued interest and any remainder is applied to reduce the principal balance in accordance with the terms of the...

contract. When there are fewer days between payments, less interest is owed and more of the payment is applied to principal. When there are more days between payments, more interest is owed. The enclosed payment history reflects when and how payments were applied to principal and interest. Please note that the months where no principal was applied, payments were generally more than 30 days from the last payment made or there was past due interest owed. Any interest shortfalls due to length of time between payments are satisfied prior to applying any portion to principal. We have reallocated the payments received on the account and the account is set up to apply additional funds to the principal balance automatically. We have confirmed that the interest assessed to the account has been calculated in accordance with the loan agreement.  Please note that the name reflected on the account is [redacted], if Ms. [redacted] has changed her name, we will need supporting documentation to update the account. As of the date of this correspondence, the account is next due for $414.32 for the May 03, 2017 due date.

I am rejecting this response because:I never disputed my escrow account , I tried to cancel it online and could not do it then I called and over the phone they told me to send them or fax them a letter asking to remove escrow, on that letter it doesn’t say I’m desputing anything , has I been told that because I ask to have escrow removed they were going to put remarks on all my credit bureaus and my score would drop 15 points , I would have never ask in the first place because I am in the process of refinancing my mortgage and every point counts , they knew that and knew I wasn’t going to refinance with them because of the escrow denial and acted with maleciuos intentions putting remarks on my credit so I would not be able to get a low rate in my regi.

April 21, 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 Mr [redacted]’s concerns. Please be assured that his correspondence has been reviewed with the appropriate department management and the following response is provided.         Pursuant to Mr. [redacted]’s correspondence, a review of the subordination request for his account has been completed. Unfortunately, the subordination of a loan may take quite some time to complete. Ditech must follow the investor of the loan’s procedures and fulfill all their requirements prior to completing the requested agreement. Records indicate that Ditech has been working closely with Tara, of Cambria Mortgage, to complete required documentation. The delay in completion was due to an investor required property appraisal that had not yet been completed at the time Mr. [redacted]’s correspondence was received. The subordination request has been approved and the subordination agreement was filed on April 18, 2016. 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]

April 21, 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”). 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.         Pursuant to his correspondence, a review of the credit reporting for Mr. [redacted]’s account was completed. Ditech has submitted the corrected information to the major credit reporting agencies (Equifax, Experian, Innovis, and Trans Union) to reflect the account status of account closed (180+ days past due). 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 (800) 643-0202, Monday - Friday, 7 a.m. to 8 p.m., and Saturday 7 a.m. to 1 p.m. CT.  Sincerely, [redacted] Customer Service Correspondence Supervisor /asw/47/ Tell us why here...

We have received your complaint and appreciate the opportunity to respond. Before we can do so, however, federal law requires that we obtain yourconsent to share information in your account file with third parties, such as the Revdex.com. Please sign and return the attached Authorization...

and Consent to Release Non-Public Personal Information form so that we may do so. If you choose not to provide the consent, we will respond directly to you only. Should you have any questions or comments you may contact Ditech at ###-###-####.

Thank you for the opportunity to respond to the complaint filed by [redacted] regarding his account with Ditech Financial LLC (Ditech). We apologize for any dissatisfaction Mr. [redacted] encountered while attempting to have the Private Mortgage Insurance removed from his account. Our mission is to provide exceptional levels of servicing and we continuously strive to recognize opportunities for improvement. Please be advised that we have cancelled the PMI. Enclosed is a copy of the cancelation approval letter that was mailed to Mr. [redacted] dated November 30, 2017. If Mr. [redacted] has any further questions, he may contact his account representatives Nyeela B. at ###-###-####, 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.

Thank you for the opportunity to respond to the complaint filed by [redacted] regarding her account with Ditech Financial LLC (Ditech). As of the date of this correspondence, the account has not been paid in full. Enclosed is a copy of the Universal Note and 10 day payoff quote as requested. ...

The current principal balance is $11,435.91 and the next amount due is $119.33 for the remaining November 1, 2016 due date. Please note that the current principal balance is indicated on the monthly billing statements. The scheduled maturity date for the account is July 1, 2026. We have enclosed an account payment history, which shows how the payments received have been applied. The billing statements also provide a breakdown of how the previous payment received was applied and the amount of funds that have been applied to the principal and interest for the current year under 'Past Payments Breakdown'. The billing statement is showing a different amount due each month as the account is paid ahead. Since the payments received are not accompanied by payment coupon, the funds received are applied to future monthly principal and interest payments with no funds applied to additional principal. If a reallocation is needed, Ms. [redacted] may contact our Customer Service Department to request the reallocation. In regards to the amount of $1,272.17 listed as 'Deferred Balance' on the billing statement, records indicate we reduced the interest rate to 3.25% for 12 months beginning in September of 2009 to assist in bringing the account current. The deferred interest of $1,272.17 was set up as an advance to be collected at the maturity date of the account. Enclosed is a copy of the letter that was mailed advising of this offer. If Ms. [redacted] has any further questions, she may contact her account representatives Sigi B. at (800) [redacted], extension [redacted] or Rashanna 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.

Initial Business Response /* (1000, 10, 2015/07/06) */
July 6, 2015
[redacted]
Revdex.com OF MINNESOTA AND NORTH DAKOTA
220 S RIVER RIDGE CIR
BURNSVILLE MN 55337
RE: Case #[redacted]
Dear [redacted]:
Thank you for the opportunity to respond to the...

complaint filed by[redacted] regarding her account with Green Tree Servicing, LLC ("Green Tree").
The servicing of the above account was transferred from Fay Serving, LLC to Green Tree effective June 01, 2015. There were no changes to the account terms or conditions as a result of the transfer. Please be aware Green Tree did not originate nor owns the account; it merely services it for a third party and can provide information from the servicing transfer date forward.
On April 02, 2015, a letter was sent to Ms. [redacted] from Fay Servicing stating that taxes in the amount of $511.36 were previously paid on her behalf. As a result, the account had a negative escrow balance of $450.36 upon transfer to Green Tree. These transactions are reflected in the enclosed payment history. We also have enclosed a copy of the letter from Fay Servicing for your reference.
Please be advised Green Tree has a security interest in the collateral, and may exercise its right under the security agreement as allowed by law. As of today's date, the above account is no longer escrowed. However, due to the negative escrow balance that remains on the account, Green Tree has elected to collect escrow payments, monthly, in the amount of $97.11 as part of her regular payment due in an effort to assist Ms. [redacted] in curing the escrow deficiency owed.
If the taxes previously paid by Fay Servicing were paid in duplicate as Ms. [redacted] claims, she may request a refund from her local taxing authority directly.
Green Tree does not have record of lender placed insurance on the account. Upon transfer, our records were updated to reflect her paid in full homeowner's insurance policy, number [redacted], with MDOW Insurance Company. The policy has effective dates of November 20, 2014 through November 20, 2015.
Green Tree reports to the four major credit agencies (Equifax, Experian, Innovis and Trans Union) for all accounts. However, Green Tree does not report to the credit agencies for newly acquired accounts for 60 days after transfer to allow for a transition period. Thus, we have not yet reported for the account. The account will begin reporting to the credit agencies effective September 2015 for the month of August 2015.
If Ms. [redacted] has any further questions, she should contact her account representative Flavia B. at
(800) [redacted], extension [redacted], or Xavier A. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at (800) [redacted], Monday - Friday 7 AM to 8 PM, and Saturday 7 AM to 1 PM CT.
Sincerely,
Libby [redacted]
Customer Service Correspondence Supervisor
/slb/29/
cc:[redacted]., Weatherford, OK 73096
Initial Consumer Rebuttal /* (3000, 12, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Green tree at this time has lied. I went back to my account TODAY and it is still showing an escrow account for taxes to be paid by 12-01-15.I have included in this email. So that tells me that Green Tree is not doing what they say they will do. When Green Tree removes the ESCROW from my account I will accept there offer. In the meantime when I get the (-) ESCROW paid I want my account to go back to 534.13 per month. The (-) escrow will be paid IN FULL no later than 8-15-15. Thank you
[redacted]
Thank you
[redacted]
Final Business Response /* (4000, 14, 2015/07/13) */
July 13, 2015
[redacted]
Revdex.com OF MINNESOTA AND NORTH DAKOTA
220 S RIVER RIDGE CIR
BURNSVILLE MN 55337
RE: Case #[redacted]
Dear [redacted]:
Thank you for the opportunity to respond to the complaint filed by[redacted] regarding her account with Green Tree Servicing, LLC ("Green Tree").
As stated in our previous response dated July 06, 2015, the above account is no longer escrowed. However, due to the negative escrow balance that remains on the account, the escrow account will remain open until the deficiency balance is cured. Green Tree has elected to collect escrow payments, monthly, in the amount of $97.11 as part of her regular payment due in an effort to assist Ms. [redacted] in curing the escrow deficiency owed.
The escrow information reflected on our website appears as if the escrow account is still active because the account remains open. However, please be assured that no disbursements will be sent. Although the escrow account remains open, the escrow disbursement will not be sent to Custer County on 12/01/2015, as we have updated the escrow account to reflect an "inactive" disbursement status. Once the escrow deficiency is cured, the account will be closed and will no longer appear as open on our website.
If Ms. [redacted] has any further questions, she should contact her account representative Flavia B. at
(800) [redacted], extension [redacted], or Xavier A. at extension [redacted]. Our Customer Service Department is also available to answer any questions or concerns and can be reached at (800) [redacted], Monday - Friday 7 AM to 8 PM, and Saturday 7 AM to 1 PM CT.
Sincerely,
Libby [redacted]
Customer Service Correspondence Supervisor
/slb/29/
cc:[redacted]., Weatherford, OK 73096

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).Account records indicate [redacted]'s payment of $1,110.87 received on April 8, 2016, was inadvertently posted to...

an incorrect account number. On May 26, 2016, the referenced payment correctly posted to the account. The transaction was backdated to April 8, 2016 to ensure proper credit. The two late fees totaling $111.08, assessed as a result of the misapplied payment, has been waived.In addition, we submitted the updated information to the major credit reporting agencies (Equifax, Experian, Innovis, and Trans Union) to reflect the account status of current. The individual credit reporting agencies may take up to 3-5 business days to update their systems. Please keep this letter for verification of the change.If [redacted] has any further questions, he should contact his account representative Leandrea A. at (800) 643-0202, extension 85605, or Lamne J. at extension 85335. Our Customer Service Department is also available to answer any questions or concerns and can be reached at (800) 643-0202, Monday -Friday, 7:00 a.m. to 8:00 p.m. CT, and Saturday 7:00 a.m. to 1:00 p.m. CT.Tell us why here...

We would like to apologize that the service [redacted] received was not to his satisfaction. Ditech's mission is to provide exceptional levels of servicing and we continuously strive to recognize opportunities for improvement.Residential Credit Solutions, Inc. received and posted the payment of...

$1,500.00 to the account, before the transfer of servicing to Ditech. This payment paid the March 1, 2016, due date and $119.28 was posted as a principal reduction payment. Account records indicate the payment of $1,400.00 was received on March 5, 2016, and inadvertently posted to an incorrect account number. On June 15, 2016, the referencedpayment correctly posted to [redacted]'s account. Late fees were not assessed and negative information was not reported to the credit reporting agencies as a result of the misapplied payment. We apologize for any inconvenience this matter has caused.As of today, the account is next due for the August 1, 2016, due date in the amount of $1,380.72. A payment history is enclosed. Please note, Ditech offers several options in which customers may make their monthly payment. Payments may be remitted via mail, Western Union, by phone, on-line (availability determined by account status), Money Gram, or via our automatic payment program. Some payment options have a service fee, while others are free.Our automatic payment program has no additional fee assessed with the payment each month. With this program, the monthly payment is automatically debited on the date the customer selects. The date selected cannot extend past the late charge date. The debit will occur on the first business day after the date selected if the date selected falls on a weekend or a holiday. [redacted] may enroll in this program by registering online at www.ditech.com or by sending in a paper application that may be downloaded from our website. The payment address is below for mailed payments:Ditech[redacted] Palatine, IL 60094-4710

I am rejecting this response because:
·        
It is false and seemingly intentionally
deceptive·        
They are missing very important and valid
information regarding this account·        
Primarily, I would like a new representative and
one that will return calls and treat customers with respect. Eric [redacted] is no
longer acceptable.·        
This account was transferred from Bank of
America to Green Tree Servicing to Ditech·        
Information such as the bi-weekly payment options
were misrepresented. I was given different explanations from different reps
when phone calls were made.·        
We were told that our account WAS NOT ELIGIBLE for the auto-payments when attempting to do as directed by a representative and
follow the directions online. I called back and was told that we had to set
them up with a representative directly over the phone. After being told it HAD
to be a 3-month arrangement and agreeing to do so, we were NOT told that late
fees will be added onto our account.·        
Fast forward to October of 2016. I made numerous
attempts to call and speak to someone regarding paperwork I received in the
mail. I was directed from one department to another due to lack of knowledge
about the paperwork and their questioning of who sent it along with why. I
asked about repayment plans and other programs our state offers to assist home
owners in our situation. No one seemed to know about these programs until I
finally was directed to a young lady that may be able to help.·        
I called 5 times, Monday, October 24, 2016. If
needed, I have the time for each call.
o  
I talked with a very kind lady named, Dana that
suggested the “repayment plan” would be the best option for us. The first quote
she gave us, I explained it would be too high of a payment and asked if she
could push it out one more month-she agreed.
o  
The agreement was our payments would be higher ($890.98)
for the months of November 2016, December 2016, January 2017, and February
2017. Payments would return to our regular payment in March 2017.
o  
She explained that we had $500 sitting in
unapplied funds and she could apply that to the new November payment. In
addition, I had just made a $60 payment which was pending. She told me to pay
EXACTLY $330.98 by November 16, 2016 to equal the agreed payment of $890.98. She
advised to pay the exact amount or the system would not recognize and apply the
funds properly.
o  
If you look at the payments, you will find the
payment I made for the $330.98.
·        
In November, we received a letter stating that
the repayment plan was voided due to nonpayment. I MADE the payment. Once again,
I call.
o  
I called on November 23, 2016.
o  
I am told that the letter is correct and payment
was not received. I explain that there must be a misunderstanding. Nothing is
resolved.
·        
My husband begins to receive phone calls on his
cell phone. He speaks to someone and is told that they will call me to sort
this out. Nothing. He receives another call and is given the extension 23093 as
the person who will be handling this.
o  
I called on December 10, 2016 and again on
December 16, 2016.
·        
After talking with the representative and the
call dropping numerous times and having to wait for her to call back-I was
advised to set up an entirely NEW repayment plan. The new plan was now $860.00
for FIVE months. As advised, I made the payment for the exact amount for December
16, 2016. I was told that it would take us up to and cover the month of November.
o  
I was confused as to why it was five months
instead of four but was not given a reason.
o  
She told me that I had to pay each payment
before or on the 16th of each month to be within the terms of
agreement. She also said that she had to “put in the computer the 9th”
in order to process the agreement and set the payments. I asked multiple times
if that would void anything if the payments were made after the 9th
and she assured me that it would NOT.
·        
Thinking everything was taken care of I was surprised
to hear that my husband received yet another phone call a couple of weeks
later. Due to the holidays I had to wait to speak to anyone. On January 3, 2017
I called to verify that the repayment plan was still in order.
o  
After going through the whole name, address,
account number and amount due the lady states that I owe a ridiculous payment.
Thinking she was mistaking, I explain that we are currently on a repayment
plan. She states that she does NOT see this. She sees nothing applied to our
account, no agreement, NOTHING.
o  
Puts me on hold.
o  
Comes back to the line to inform me that, “Our
system isn’t recognizing January payments.” She goes on to tell me that their
system is updating and that I should call back tomorrow. Hopefully once it
updates, they can see what’s going on. Then tells me that she sees the 9th
of each month payments were to be made.
o  
I explain what the agreement was and was advised
to call back.
·        
I called January 4, 2017 at 4:11 pm.
Unsuccessful in speaking to a representative.·        
I called numerous times January 5, 2017 without
success. Now when I ask to speak to someone it automatically directs me to Eric
[redacted]’s voicemail – who has yet to return a call.·        
Where did the $500 go?!·        
How is it possible to have set up repayment
plans -TWICE- but no one seems to know what’s going on or where our money is
going?!

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 so much for dealing with this on my behalf. I have repeatedly asked Green Tree Service and now Ditech to handle their "system issue" multiple times. Removing the previous late fee is not viewed as a courtesy but as a correction to their mistake. I was never late on those mortgage payments and believe it could be a new practice of collecting more fees. I would also like to personally thank [redacted] for being diligent and courteous in his letter to Ditech. The Revdex.com has a great staff of intelligent personnel with awesome leaders to manage them. Thank you all very much!Warmest Regards, [redacted]

Thank you for the opportunity to respond to the complaint filed by [redacted] regarding her account with Ditech Financial LLC (Ditech). After careful review of the account, we have verified that a reimbursement in the amount of $1,462.93 was processed on January 09, 2017. The reimbursement...

was processed as a check and was sent to the mailing address listed on the account. Additionally, a payment in the amount of $1,524.13 was received on January 25, 2017; however, a reimbursement was requested for this payment as well. On January 26, 2017, the reimbursement was processed and a check in the amount of $1,524.13 was sent to the mailing address listed on the account. Please be advised that the reimbursement checks are issued in the names of both borrower listed on the account. Reimbursement checks can be reissued in the name of one borrower; however, the request must be submitted along with the original checks, a copy of the completed divorce decree and a copy of the Quit Claim Deed. Ms. [redacted] may submit her request to the mailing address or fax number listed above. If Ms. [redacted] has any further questions, she may contact her account representatives Alisha M at ###-###-####, 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.

a Modification Agreement was offered previously; however, at this time, the agreement has been terminated by the investor of the loan. A review of the account has concluded that after submitting a complete borrower response package for an assumption of the subject propertya trial period plan was...

approved on March 10, 2016. When this trial plan was complete a final Modification Agreement was offered on August 12, 2016 for which it was necessary to schedule an assumption closing meeting in which the documents would be signed and notarized in the presence of a certified attorney. Ditech scheduled meetings for both September 1, 2016 and September 2, 2016; however, Mr. [redacted] did not attend these meetings and as such the documents were not signed.  A second set of documents was generated on May 1, 2017 and a new assumption closing meeting was scheduled for May 6, 2017, which again Mr. [redacted] did not attend. It was at this time that Ditech found proof that Mr. [redacted] was not residing at the subject property, instead Mr. [redacted] had been residing within his primary property in the state of California. According to investor guidelines, occupancy is a requirement of the assumption process, as such it was learned that a critical investor requirement was not being met.  Once Ditech had learned about this issue an effort was made to reach out to Fannie Mae and request an exception to this guideline. However, Fannie Mae refused to honor the exception based on the potential risk associated with not following the guideline. As such, Ditech has since been forced to deny the modification agreement per investor request and guidelines. As long as the subject property is not considered Mr.  [redacted]'s primary residence no further loss mitigation assumption actions may be undertaken. Additionally, we are unable to comply with Mr. [redacted]'s request that Ditech payoff a homeowners association lien.

RE: Case#[redacted]Dear [redacted]:Thank you for the opportunity to respond to the complaint filed by [redacted] regarding their account with Ditech Financial LLC (Ditech).Ditech is unable to contact or return calls to [redacted] due to the account status in relation to the bankruptcy that was filed.Enclosed for review is a copy of the denial letter that was generated on January 28, 2016. This denial letter states what income was used to calculate if they were eligible for a loan modification.Unfortunately, we are unable to provide the entire loss mitigation file as Ditech considers this proprietary, confidential, burdensome or not germane to the servicing of the account. Therefore, the remaining information has not been provided.If [redacted] has any further questions or needs additional information, please contact our Bankruptcy Department toll-free at ###-###-####, Monday - Friday 7 a.m. to 5 p.m., Mountain Time.Sincerely,Shea [redacted] DitechCustomer Servicecc: [redacted], CHARLOTTESVILLE, VA 22901ARSsYKLjIYJ

Thank you for the opportunity to respond to the complaint filed by Ms. [redacted] regarding her account with Ditech Financial LLC ("Ditech"). .
In order to protect the parties' interests, certain policies and procedures are established in the event of an insurance claim. The claim process will depend...

on the size of the claim. Our monitored claims process requires certain documentation be submitted along with an endorsed claim check. The check is then deposited into a non-interest bearing account associated with the loan. Once all the documentation is received and all applicable inspections have been completed, the funds will be released to the borrower within 10 business days. Please note; however, an incomplete claims package, missing documentation, or receipt of an unendorsed check could delay the process. If the claim is deemed to be a small claim, Ditech will endorse the check and mail it back to the borrower.
On February 4, 2016, we provided Ms. [redacted] with the insurance claims procedures and the following day, we mailed the claims package to her address. We spoke with the State Farm agent on February 5, 2016, however, we did not make any agreement to endorse and return the check upon receipt. Ms. [redacted]'s claim is considered a large claim; therefore, we must monitor the repairs to ensure they meet applicable standards. On February 22, 2016, we received an insurance claim check[redacted]-[redacted]-[redacted]in the amount of $20,357.27. As the claim check was unendorsed, it was returned to Ms. [redacted] for her signature that Same day.
We regret any dissatisfaction Ms. [redacted] may have encountered while attempting to obtain the release of insurance claim funds. Ditech's mission is to provide exceptional levels of servicing and we continuously strive to recognize opportunities for improvement. Ditech's policy and practice is to conduct all
communications in a courteous and professional manner and to at all times, treat all parties with respect.
Ms. [redacted]'s loan is escrowed for payment of property and school taxes. Payments are disbursed every each year in November and December. On November 25, 2015 we disbursed $1,488.90 for the school taxes and on December 2, 2015, we disbursed $1,739.26 for the property taxes.
________________
. - ? d steC h, Ditech Financial o
[redacted]
[redacted] Rapid City, South Dakota 57709-6172 T[redacted]
F ###-###-####
ditech, Gorm
If Ms. [redacted] has any further questions, she should contact our Insurance Claims Department at ###-###-####. 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. (DOC032216-[redacted]91926.pdf)

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. Ditech deposited the extra payment into my bank account. They did not accept the fact of the overdraft payment was not their fault. I'm not going to do automatic draft from them again, I'll make single payment's from now on. Thanks for you're assistance.