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1.4

. If I can I want to prevent another innocent customer from going through the issues that I have had with this company. If I can save one person my letter was worth the time to type. I have been with the company since 10/22/2014 Since the beginning of the loan I have always had issues with the customer service department. The customer service representatives are extremely rude and unknowledgeable when it comes to their company policies and information. If they are unsure of an answer they will say anything to a customer even if it is incorrect information. For example, I was paying my mortgage early in the beginning of the loan period because I had the worst fear of foreclosure. For some reason every time I made early payments to my account the money would disappear and the representatives would never be able to tell me what happen to the money (every scenario can be backed up with receipts and notes from the company). They would come up with every excuse as to why after making early payments I would still owe the full amount. I was told I had a negative escrow etc.. It got to the point I stopped making those early payments. It took a manager (who had a bad attitude) to tell me that all early payments are automatically put into an escrow until the customer calls to reallocate those funds. How many hours I wasted on the phone with these people when thatโ€™s all they had to say. Scenario 2, after I purchased my home I decided to go from the Army Reserves to Full active Duty. My family was moved to Ft. Eustis VA on July 12, 2016. I immediately put my house on the market for sale as I knew I wouldnโ€™t be able to pay rent for my family in VA and a mortgage in MD. The BAH in the state of VA for an E4 is $1383 a month my mortgage is $1666 a month. So not only could I not afford to pay my mortgage on my new E4 pay but I also am a single mother with 2 children so I couldnโ€™t afford to pay for a place for us to live in, in VA and my mortgage in MD. I expressed this concern to my command and they proceeded to tell me about the SCRA Law or Service members Civil Relief Act that was in place for our military for this very scenario. I immediately called Ditech to see if there was anything they could do to assist me until my house either sold or rented. I was given so many different answers by so many different representatives as well as managers. I was told I didnโ€™t qualify because the SCRA Law was only for California residents, I was told that Ditech doesnโ€™t support the SCRA Law because it was a Sally mae loan, I was told by a manager that my loan had to be in default before they would be able to even consider me under the SCRA Law. I proceeded to go on line and read this Law inside and out I even spoke to a JAG officer concerning these answers and what do you know I was given incorrect information. At that point I wrote Ditech a letter since I couldnโ€™t get anywhere with customer service (the letter sent is attached). A long letter explaining my situation enclosed with my military orders and my LES to show my pay. I wasnโ€™t asking for them to do me any favors my house was under contract at this point so I was asking for a deferment until we went to closing and they could take the remaining balance out of my settlement pay. Mind you my home sold for $ 39,347.40 over the original loan amount. Again I was denied. I was sent a letter stating that because my loan was under the 6% gap there was nothing else they could do. I called customer service frustrated and was told once again that until my loan is in default they can not help me. I finally received that bill collector phone call after my loan was 20 days past due. I explained my situation to the representative and told her my house goes to closing Sept 26, 2016. She was pleasant and advised me to wait until that time and they would take the funds out of the settlement check. All the tears, harsh words, and frustration and it had to go that far before I could get anywhere. Now here we are 1 day past closing and Iโ€™m still dealing with rude unknowledgeable representatives. Myself and the title company have been attempting to receive a payoff amount from Ditech since Sept 20, 2016. We have gotten so many different answers as to why a payoff amount could not be given. Iโ€™m assuming Ditech must not want to get paid. Here we are with a check well over my payoff amount and they canโ€™t give me a number. I got answers like we will send a request and you will receive it in the mail in 5-7 business days which by then my mortgage will be over 30 days late and of course reported to the credit burrows when I donโ€™t even own the house anymore. I was told by a manager that they couldnโ€™t give me a payoff amount because my account was still under review for the SCRA Law but I received a letter and phone call that the review was completed and I was denied. I finally got to my breaking point and googled Ditech financial and called every number listed for them. Every number until I finally reached Walter company which is their cooperate company and spoke with vice president of customer service (I was told) and explained my story to him. He was very polite and sympathetic of my complaints. I still have no pay off amount but was informed I would receive one today. It concerns me that I had to go through these lengths just to get what I needed from a company I paid. I work hard for my money as many do and to get the kind of customer service I have received and to deal with the issues I have is disturbing. Who protects us as the consumer with big corporations like this? Even though I will soon be no longer a customer with Ditech financial I will continue to get my word out about them so that I can in turn help another from going through this or another soldier from feeling the way I did not knowing what to do when there are laws that have been put in place to protect us so that we can concentrate on protecting our country.

Reason of review: not happy at all.

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