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Jul 12, 2016 10:54 PM

Exeter family in limbo after mortgage company says they owe $25,000

EXETER - A family that has been in their home for more than a decade is at odds with their mortgage carrier, after the company claims they owe nearly $25,000 in back taxes.

Jon and Lisa Hichborn have been in their Little Pine Lane house since 2003 and haven’t had any issues paying their monthly mortgage bill since - until now.

Ditech Financial became the Hichborns’ mortgage carrier in January 2015.

In mid-June, they received a letter from the company, saying the family’s monthly mortgage patient will increase by $800 dollars a month for at least the next 12 months.

“That’s not even including the fact that if the town reassess the value of our house higher, that means it could go up even more,” Jon Hichborn told NH1 on Tuesday.

Ditech is claiming the family has actually been underpaying their mortgage since they took over as their carrier about a year and a half ago. The company also is expecting for the Hichborn’s to pay back the money as soon as possible.

“Their offer, or demand is more like it, is not feasible for us,” Hichborn said. “It’s just not a workable scenario, and we can’t seem to get anybody on the phone to attempt to try and work it out.”

Jon and Lisa said they have called Ditech about a half dozen times, only to be transferred, kept on hold for up to an hour, or even disconnected from the call altogether.

More than anything, the Hichborn’s are looking for answers about how the alleged underpayments went on for so long and what they can do to fix it.

“It’s just frustrating that you can’t get to the bottom of it,” Lisa Hichborn said about her attempts to call their carrier. “We can’t get an answer. They’re holding us over a barrel.”

NH1 reached out to Ditech on Tuesday, and the company responded saying, in part, “While Ditech cannot comment on the details of individual customer cases, we do take these issues very seriously. We will work directly with the customer to address [their] concerns.”

Shortly after their interview with NH1, the Hichborn’s received a call from a Ditech representative based in Dallas to discuss the issue. However, Lisa said she felt they didn’t make any progress during the phone call.

Jon said he just wants the company to communicate with them, both to confirm there is an outstanding bill and to find a solution together.

“We’re not trying to avoid this,” he said. “We’re just trying to figure it out and work something out with them. I don’t know why this is happening and I don’t know how to rectify it because they keep hanging up on us.”

The Hichborn’s also checked with the Town of Exeter to make sure the carrier was paying their taxes, and the town confirmed they are all up to date on their taxes, leaving the family with even more questions.

“I don’t understand why this is a year and a half in the making, why nobody ever said anything to us, how the town is being paid, where was it coming from,” Hichborn said.

The family said they’ll continue working to get answers to all their questions in the hopes of finding a reasonable solution.

“We don’t know why it happened, and nobody can seem to explain it to us,” he added. “Even an ‘I’m sorry’ would be a nice start.”

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