Ditech Financial LLC – CFPB Complaint 2018-05-03

Date Received: 2018-05-03

Product: Mortgage debt

Issue: False statements or representation

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: XX/XX/XXXX, I called to Ditech and stated that my XXXX-year-old Son was killed after being struck head-on by an off-duty police officer who was driving recklessly on the wrong side of the highway. During that time, I was satisfying final expenses ; and requested a payment extension. The Ditech Rep stated that they would forward me the paperwork for the request.

XX/XX/XXXX, I received a plethora robo phone calls from Ditech requesting payment for XX/XX/XXXX and XX/XX/XXXX payment, ; and with every single phone call, I had to agonize over the pain of explaining to them about the death of my Son. I asked them was it possible to log the information I provided them, in an effort to avoid constantly repeating, my XXXX year old Son was killed in a car XXXX and Ditech is working on extending the payments. However, to no avail, I had to continue to endure this suffering because no one bothered to take the proper steps necessary to accurately notate the account, and actually read it prior to calling me.

XX/XX/XXXX, I accessed Ditechs online mortgage payment system to make two separate payments for {$690.00} each, for XXXX ; however, Ditech debited my account twice for {$2600.00} each time, for a total amount of {$5200.00}. I immediately called Ditech to make them aware of this error, and I was told by Ditechs representative that there was nothing that she could do about a Web payment glitch, and I would have to go to my financial institution and have them to perform a stop payment in order to reverse the charges and to get my money back. After the payments were returned to my account, I went to the USPS and purchase two money orders for {$700.00} each, for a total of {$1400.00}, with each {$700.00} money order labeled payment for XX/XX/XXXX and XX/XX/XXXX, respectively. Within the same month, I purchased another money order for {$700.00} for XX/XX/XXXX payment ; which clear all outstanding payments.

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XX/XX/XXXX thru XX/XX/XXXX, I have purchased money orders for {$700.00} which exceeds what is actually owed each month, and from XX/XX/XXXX to present I have continued to received harassing phone calls and letters of threat to take my home due to an unforeseen tragedy in my life, a glitch in Ditechs online mortgage system, and incompetent and insensitive Ditech employees.

XXXX, XXXX, and XXXX were the only competent and compassionate employees out of the 50 or more of the Ditech employees that I spoke with that could identify the problem within their system, and could see that payments were being made. Further, I was told not to worry about it, the problem would be resolved, and the Ditech Rep apologized profusely on behalf of Ditech. Unfortunately, noting has changed. I continue to be harassed and threatened with letters of foreclosure for Ditechs mistake.

Company: Ditech Financial LLC

State/Zip: VA 236XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2896062

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