Complaint Review: Ditech - Nationwide

My name is Daisy, and I have completely been given the shaft by Ditech. To say that they don’t care about their customers is an understatement. However, before I go into how completely deplorable they are, I’d like to precursor these statement of facts with evidence of faxes, emails, upload links, cellphone histories, etc. that are all available upon request. So, here is my story…

I bought my second home in May of 2015. My loan was sold to Green Tree Lending in July of 2015. In late August of 2015 I received a Supplemental Property Tax Bill from the County Assessor’s Office indicating a payment was going to be due 12/10/15 (1^st Installment) and 04/11/16 (2^nd Installment). My previous mortgage holder was JP Morgan Chase Bank, and when I received a Supplemental Tax bill from the first home a purchased, they told me to send them a copy of the bill and that they would take care of the supplemental as I was escrowed for taxes, and the supplemental is always calculated in the purchase of the home (They were AMAZING!!! Never had an issue with Chase). Well when I called Green Tree on 09/16/15, I was also assured by their tax department that they would pay the Supplemental as there was a surplus in my escrow account. So, great—or so I thought, the next year plus has been a series of unfortunate events and endless circles of no one giving a crap about what I’ve been put through.  

So, I faxed over my Supplemental tax bill on 09/17/15 (fax confirmation received), and called back 10/13/15 to make sure that the fax was received, and a payment was to be scheduled out. I was again assured that Green Tree had scheduled the payment, and everything would be okay and even emailed them on 11/06/15 to confirm. December 2015 mortgage statement came, and I saw no debit for the supplemental tax bill that was due on the 10^th. I called on 12/01/15 and was told that the payment was scheduled and would be reflected on the January escrow statement, so I waited. January no payment was reflected, and the county assessor was now charging me late fees and penalties. I called 01/18/16 and was now told that issues had arisen with the change from Green Tree Lending to Ditech, and that some things were missed or got lost with the transition. I was told to call back in 10 days to give them time to research the problem. On 01/29/16 I called and was told to fax the Supplemental tax bill and confirmation again, along with a letter requesting for the penalties and fees to be refunded, as this was their fault. I obliged and sent in everything as they requested and have confirmations of faxes received. On 02/02/16, I called and asked if the payment had been made, and they indicated it was scheduled for 02/06/16, and to call back after the 6^th. I called 02/10/16, and was told it was sent out and that they would credit me $146.26 in penalties and fees. I was assured by that same representative that it was in Ditech’s system to pay the 2nd installment supplemental on the scheduled due date of 04/11/16. I called 03/24/16 to make sure the 2^nd installment would be paid and was assured it would be, and also called about the $146.26 that I had not seen credited to my account or was given to me via a check. I was told that Ditech was working on getting me a check for the penalties and fees, and that it was already in the second approval phase with management. Awesome, or so I thought.

By April, you guess it—my 2^nd installment supplemental was NOT paid!! I called on 04/06/16, they told me to wait until May—by 05/13/16 I called again and they apologized profusely and stated it was scheduled to be paid in June. On 06/16/16 I emailed Ditech asking why the 2^nd installment had not been paid. I received a letter 4 days later stating they were reviewing my request. I called Ditech on 06/27/16 and was told that the payment was scheduled to be paid and to call within a week—I did, and they still had no answer, but that a supervisor would call me with a status. I received no call back. On 07/13/16 after no response, I called Ditech and was told that Ditech would not be paying my 2^nd supplemental. I was told that Ditech could pay it, but that my escrow account would now be short as Ditech had done a reconciliation (Annual Escrow Analysis in June 2016) on my account and found that they were taking out too much for taxes, and they had sent me out a surplus check for $2,786.72 on 06/30/16. Well the 2^nd installment was due 04/11/16, and had now accrued late penalties and fees of $282.50. Ditech stated to write a letter to have those fees credited, as it was their fault for not paying the supplemental as they had told me they were going too—but please keep in mind they had never credited me for the $146.26 for the 1^st installment! Ditech indicated that I would be credited the fees and interest once I faxed over proof of payment with the fees listed—I did so on 07/26/16, along with a letter detailing the series of events.  

I called on 07/27/16, 08/19/16, 09/13/16, 09/26/16, 10/04/16, 10/06/16, 10/07/16, 10/11/16, and 10/14/16 requesting the whereabouts of the penalties and fees that were to be credited to me in the amount of $428.76 for the late payments of supplemental installments that Ditech indicated they were going to pay, but failed to do so. On 10/25/16, I received a second “Annual Escrow Analysis” now indicating they miscalculated and my escrow account would now be short! This to me feels like I’m being PUNISHED for wanting back monies that are rightfully mine. On 10/26/16, I emailed Ditech asking why they were issuing out Annual escrow analysis to me in 3 month increments? Well of course the account would be short in the computer, a payment would have just gone out in October for November regular property taxes! My regular payment at the beginning of the loan was $2,897.52 ($1,955.99 in principal & interest, and $941.53 escrow for taxes & insurance), then in July it changed to $2,673.08 ($1,955.99 Prin & Int and $717.09 escrow for taxes & insurance) due to a “surplus,” and now my November payment went up to $3,024.92 ($1,955.99 Prin & int and $1,068.93 escrow for taxes and insurance) due to a “shortage.” So, my payment went up $351.84 due to an escrow “shortage,” but no one can explain to me how, or will even call me back. I have been told for weeks that a supervisor will call me back—not once have I ever been allowed to speak with one, even after several times of requesting to speak with one. I sought out legal advice and had an attorney write me a letter in the hopes that someone would call me back—nothing! On 11/15/16 was my final call to Ditech, again I was given the runaround. No supervisor was available for me to speak with, and no one could tell me why my payment went up or why an annual analysis was being done 3 months later from a previous one, or where my darn check was for the fees and penalties!

It is blatantly obvious Ditech has no intention of paying me back my fees, and even went as far as increasing my payment as punishment for requesting those fees to be credited. To date no one has ever responded. I hope someone will read this and no know what a horrid work ethic they have, and I pray to God that they will reap what they sow.