Complaint Review: Ditech - West Point Utah

Never use Ditech. Just so my situation is clear while reading through this review: My father passed away recently. His condo is in the Trust's name, not his. This means that the Trust is their borrow, not my father. I am the trustee and beneficiary, being an only child. Successor Trustee is immediate and probate is not needed to name an executor. This makes me Ditech's legal borrower.

The condo was in the middle of a sale when my father passed away. We sent the initial payoff request to Ditech September 6th so we could finish the sale, and didn't receive a rejection until September 17th without any specification as to why. The escrow officer informed me of this, so I called Ditech to see what they needed.

After a nice long hold, I was connected to a VERY RUDE and defensive man. He told me that they couldn't speak to me because I wasn't my father, so I tried to explain that I was the trustee, so they could speak to me. He ended up yelling at me that I needed an "Executor of Estate" form. While trying to explain that the property was not in probate and an EOE document doesn't exist, but that the condo is in a Trust, he began interrupting me stating that he "was not doing anything to me." ??? The call went nowhere, but he gave me [email protected] as an address to send documents.

I emailed the real estate escrow officers to let them know how my conversation went. The escrow officer emailed a new payoff request and all of the trust documents, including a death certificate to that email. This second request was sent September 17th, 2018. The escrow officer emailed me on the 19th asking me to call again, as they had not received any response from our second effort.

I called again and has the same type of conversation as I did on the 17th, emailed everyone back that it was the same story and that Ditech would not listen. The sale was supposed to close on the 20th, so my real estate agent sent documents for an extension. The escrow officer sent another payoff request, including an explanation of all you have read thus far, and all the documents to support it. At this time, there have been 4 attempts made to pay off Ditech.

I called again on the 20th, was on hold for 20 minutes, and when the customer service rep got my information, she hung up on me.

I called again on the 21st, was on hold for 15 minutes, and got through to a rep who was obviously new or untrained. I explained my situation again. "So.... you want a payoff?" he asked. I said yes. He put me on hold for another 5 minutes or so. He came back with a canned response likened to- I am sorry to inform you that we cannot provide you with a payoff until we get an EOE.

I explained to the same individual AGAIN that an EOE doesn't exist and we have sent the proper documents four times already. He put me on hold again, and returned with the same canned response. I started to get mad. He said that "He understands..." and I cut him off and said, "I don't think you DO understand. I would like to speak to your manager." I was on hold for about 10 minutes. A female supervisor answered, and I explained, in detail, the situation. I included that we have sent the documents they needed 4 times, I have called multiple times, and been hung up on, and that they were holding up the sale of my condo.

She apologized and said that they didn't receive any trust documents, but that they had a death certificate. I was floored. I told her that I knew the escrow officer sent them all in the same emails because I was CC'ed in those emails to Ditech. She said she couldn't help us, but that we could fax the documents to 866-870-9919 and that it would take up to 48 hours for their system to update. I asked where all the sensitive documents we sent were, and where their professionalism and responsibility was. She came back with, "Unfortunately, there is nothing I can do. I already gave you the fax number." I told her I was getting an attorney involved and she said "good." WOW.

I emailed our escrow and estate officer this information and the escrow officer sent the documents through the fax number give... only that number didn't work. On the 24th, we received a fax rom Ditech. It was the same canned rejection we received the first time. The escrow officer sent another request on the 25th, "This is our 7th+ attempt to order the payoff statement needed... Attached please find

1. The fax from Ditech wanting all documents faxed again.

2. your recorded Deed of Trust showing that your loan is to the TRUST.

3. the payoff request faxed again today with all that is required to obtain the payoff including the Death Certificate and the pages of the trust naming the successor trustee who is the only on that can sign the payoff request.

Please tell us exactly what you are missing for us to obtain this payoff statement." On the 26th, we received the same canned rejection response from Ditech. I have now reached out to an attorney who specializes in real estate. Ditech will likely cost me the sale.

Run.