3 On Your Side

Mortgage company waives fees for homeowner

Posted: Updated:
Ditech home Ditech home
Homeowner Briana Hernandez. 15 Jan. 2018 (Source: 3TV/CBS 5 News) Homeowner Briana Hernandez. 15 Jan. 2018 (Source: 3TV/CBS 5 News)
PHOENIX (3TV/CBS 5) -

Briana Hernandez loves her kitchen. In fact, the kitchen, along with other perks, is why she bought the home two years ago. "It had all the tile all around. I didn't want any carpet and it has a huge backyard and that made it for us."

And, when it comes to their house payments, Hernandez says she's always made them and far as she knows, she's made them on-time.

After all, Hernandez says having good credit is important to her. "My parents raised me to know that credit is everything. You need it to buy anything so I've never missed a payment."

So, it came as a shock to Hernandez recently when her mortgage company, Ditech, contacted her saying they were missing two payments from the past.

But, according to Hernandez, Ditech wasn't providing many details.

“You never had a problem making your payments in the past?” 3 On Your Side’s Gary Harper asked.

"No," Hernandez replied.

According to Hernandez, Ditech told her that she needed to make the payments in order to get current. “So, how frustrating has this been? Are you pulling your hair out?” We asked. “Yes, I am. I'm six months pregnant and I'm really frustrated right now,” she replied.

So, 3 On Your Side got involved and we asked Ditech to review Hernandez’ account.

They did, and they wrote us an email saying, "Ditech has conducted a thorough review and that the account has been handled properly." ...meaning Hernandez does owe the money.

Apparently, a family member who used to stay on top of the bills, accidentally missed those payments which sent the account into a tail spin.

The good news is, the issue has been resolved and at 3 On Your Side's request, Ditech even agreed to waive all the late fees and penalties totaling around $1,100.

3 On Your Side appreciates Ditech reviewing the matter us. But, more importantly, thank you for waiving the $1,100 in fees and penalties. That’s a significant amount.

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Copyright 2018 KPHO/KTVK (KPHO Broadcasting Corporation). All rights reserved.


Gary HarperGary Harper is the senior consumer and investigative reporter for 3 On Your Side at KTVK-TV.

Click to learn more about Gary.

Gary Harper
3 On Your Side

With more than 20 years of television experience, Gary has established himself as a leader in the industry when it comes to assisting viewers and resolving their consumer-related issues. His passion and enthusiasm have helped him earn an Emmy for Best Consumer Reporter from the National Academy of Television Arts and Sciences. He’s also garnered several Emmy nominations

He has negotiated resolutions with companies of all sizes, including some of the biggest corporations in the nation.

Gary has successfully recouped more than $1 million for viewers around the state, making 3 On Your Side one of the most popular segments on KTVK and the station's Web site.

He's best known for investigating and confronting unscrupulous contractors. In fact, many of his news reports have led to police investigations and jail time for those who were caught. Viewers, as well as the companies and people he investigates, regard him as consistently being thorough and fair.

Gary has been with KTVK-TV since 1997. Prior to his arrival in Phoenix, he worked for WZZM-TV in Grand Rapids, Michigan, where he was as an anchor and reporter.

Gary is from Chicago, but launched his television career in Lubbock, Texas, after earning a broadcast journalism degree from Texas Tech University. Following his graduation, he was quickly hired by KLBK-TV in Lubbock, where he enterprised and broke numerous exclusive reports. His aggressive reporting in Texas helped garner him Best Reporter by the Associated Press.

Gary has been married since 1994 and is the proud father of two sons. When he's not helping viewers, Gary is busy catching up on his favorite college and professional football teams as well as cheering on his beloved Texas Tech Red Raiders.

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