We refinanced our home in XXXX of 2015. We took the mortgage out and Ditech Financial LLC turned out to be the loan servicing company ( Originally it was Green Tree but they were bought by Ditech XXXX. Our loan paperwork says our mortgage is set up to put taxes into an escrow account and the money is included with our payment each month. On XXXX XXXX, I called ditech regarding my taxes not being paid. The person I spoke with said my account was not set up for tax payments. I told him I have a copy of my mortgage saying I should be. He said he would submit a " Research Request '' and that it would take 14 business days. 
I called back on XXXX XXXX around XXXX and was informed it had not been the full 14 business days and I should call back tomorrow - even though there were only a few short hours until the end of their business days. 

I called back on XXXX XXXX and spoke with XXXX in the tax department. She indicated there was n't anything in the notes regarding the results of the research request. I told her this was unacceptable, as it 's been two full weeks and my taxes are still not paid. I waited on hold for close to an hour, hoping to speak with a supervisor. Apparently there was n't a supervisor available. XXXX said she spoke with someone from Customer Service regarding my account and that they indicated my account was not set up for tax escrow. XXXX told me she would submit an " Escalation Request '' for me but that escalations can take up to 3 business days. She told me a supervisor would be calling me back within the three business days. 
I never received a phone call, so on the fourth business day XXXX XXXX XXXX ) I called back and spoke with XXXX again. After waiting on hold for more than 30 minutes for a supervisor, one could not be found for me to speak to. XXXX then completed a XXXX way conference call between her, XXXX the customer service representative and me. XXXX also confirmed my account is not set up to escrow taxes. XXXX provided me with the following directions : Fax a copy of the pages of my mortgage where it states my taxes should be paid via escrow to both customer service and the tax departmentProvide a cover letter giving my name, account #, Block and lot numbers, an explanation that my taxes are not listed on the escrow line and the request to have my taxes paid. 
I sent the cover letter and requested information to XXXX fax numbers on XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX and XXXX XXXX. 
XXXX indicated it could take up to 5 business days to correct the issue. I will call back on XXXX XXXX. 
After daily calls to Ditech Financial LLC the issue is still not resolved. 
