Consumer complaint received 2020-08-16
Company: Ocwen Financial Corporation
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
We have requested numerous times for a complete and entire review of our mortgage account so that we may have a credit retraction and correct credit reporting on our credit file but to no avail with this mortgage company. We missed a mortgage payment around XXXX of XXXX with PHH Mortgage, we received documentation with different addresses for the mortgage company on where we can send payments to, to catch up on the mortgage. We sent in a check for XXXX, the check was received and applied to our account. We sent another check in XXXX for {$2200.00}, this check went missing WITH PHH MTG for approximately 3 months, the entire time they were saying that they did not received the payment, during this time they defaulted on our loan, put the house in foreclosure. I went to the bank every two weeks to find out if the check had been cleared, they continued to say no and that I could not give a refund on the check because it was a draft, somewhat like a money order and I had to wait 90 days. I called PHH MTG consistently and at a certain point, they would not accept payment over the phone, nor would they accept the payments to be mailed in. 
PLEASE HAVE THEM PRINT THE PHONE LOGS AND LISTEN TO THE RECORDINGS OF THE NUMEROUS REPS/SUPPOSED MANAGERS THAT I HAVE SPOKEN TO COUNTLESS TIMES DURING THIS EXTREMELY STRESSFUL TIME PERIOD. Miraculously on the 91st day, I went to the bank again to get a refund since the draft had never been cashed and I was told that the draft had been cashed. I IMMEDIATELY CALLED THE MTG COMPANY AND WAS TOLD THAT THE CHECK HAD BEEN  LOCATED BUT NO ONE CAN SAY WHERE IT HAD BEEN FOR 3 MONTHS!!! THE MTG COMPANY THEN AGREED TO PUT US ON A PAYMENT PLAN, THEY RESCINDED THE FORECLOSURE DJE TO THEIR ERROR ON MISPLACING OUR PAYMENT. WE WERE TOLD THAT ONCE WE MADE ALL OF THE PAYMENTS ON THE REPAYMENT PLAN ON TIME, WE WOULD BE CAUGHT UP ON OUR MORTGAGE AND ALL WOULD BE WELL. WE MADE ALL OF THE PAYMENTS ON THE REPAYMENT PLAN AND WE ARE NOW CURRENT ON OUR MTG AND BACK ON AUTOMATIC PAYMENTS. On XX/XX/XXXX statement, I noticed charges of $ XXXX for fees, I immediately called PHH and asked, what are these fees for, the rep informed me for late fees, I asked WHAT LATE FEES, we were just on a repayment plan for approx 6 mos making DOUBLE PAYMENTS and we were never late on the repayment plan, she stated they were fees for before the payment plan, THIS IS LUDICROUS!!! XX/XX/XXXX statement comes, and now THERE ARE $ XXXX ADDITIONAL FEES, I AGAIN CALLED THE MTG COMPANY AND ASK WHAT ARE THESE FEES FOR, THE REP STATES THAT THEY ARE FORECLOSURE FEES, I INFORMED THE REP THAT THE FORECLOSURE WAS DUE TO THEIR ERROR AND ONCE THEY NOTICED THEIR ERROR, THEY RESCINDED THE FORECLOSURE - WHY SHOULD WE HAVE TO PAY FOR THEIR ERRORS, THE REP RESPONDED, YOU ARE GOING TO HAVE TO PAY THE FEES. I REQUESTED TO SPEAK TO A MANAGER WHO STATED THAT HE WOULD CONDUCT A REVIEW AND CALL ME BACK IN APPROX 5 BUSINESS DAYS, OF COURSE, I NEVER GET A CALL BACK AND APPROX TWO WEEKS LATER RECEIVE A LETTER IN THE MAIL INFORMING ME THAT WE ARE GOING TO HAVE TO PAY THE FEES. WE THOUGHT OCWEN WAS THE WORSE MTG COMPANY EVER BUT I CAN TRULY SAY THAT PHH HAS THEM BEAT!!! WE ARE ADDING MY PAYMENTS FROM MY ONLINE ACCOUNT WITH PHH AND MY LINE ITEMS FROM BY BANK STATEMENTS SHOWING THE TWO PAYMENTS FOR THE {$2500.00} AND {$2200.00}. WE ARE REQUESTING A COMPLETE REVIEW OF MY ACCOUNT SINCE PHH TOOK OVER AND WED AM ASKING FOR A THORUGH WRITTEN EXPLANATION OF THE REVIEW OF MY ACCOUNT TO INLUDE EVERY PHONE CALL THAT WAS MADE AND TO WHO I SPOKE TO. WE ARE SEEKING A CREDIT RETRACTION OF OUR CREDIT REPORT TO REPORT THE CORRECT PAYMENTS OF ALL THREE CREDIT BUREAUS EXPEDITIOUSLY!!! WE ARE REQUESTING THAT THE FORECLOSURE FEES BE DISMISSED DUE TO OUR MTG BEING PLACED IN FORECLOSURE ERRONEOUSLY IN THE FIRST PLACE AND IF IT WAS NOT, EXPLAIN WHY IT WAS TAKEN OUT OF FORECLOSURE! IT IS ABSOLUTELY AFWUL THAT MY HUSBAND AND I, BOTH RETIRED VETERANS ARE BEING TREATED WITH THIS MORTGAGE COMPANY!!! 
BANK STATEMETNS OF DRAFTS XX/XX/XXXX OFFICIAL CK XXXX XX/XX/XXXX OFFICIAL CHECK XXXX PHH Payment History Show All Mortgage Escrow Advances Other Applied Date Payment Type  Amount XX/XX/XXXX Principal Only Payment {$200.00} XX/XX/XXXX Mortgage Payment {$1900.00} XX/XX/XXXX Escrow Advance {$220.00} XX/XX/XXXX Homeowners Insurance Disbursement - {$3300.00} XX/XX/XXXX Principal Only Payment {$200.00} XX/XX/XXXX Mortgage Payment {$1900.00} XX/XX/XXXX Principal Only Payment {$200.00} XX/XX/XXXX Mortgage Payment {$1900.00} XX/XX/XXXX Mortgage Payment {$1900.00} XX/XX/XXXX Mortgage Payment {$1900.00} XX/XX/XXXX Mortgage Payment {$17.00} XX/XX/XXXX Mortgage Payment {$3200.00} XX/XX/XXXX Mortgage Payment {$1900.00} XX/XX/XXXX Mortgage Payment {$1900.00} XX/XX/XXXXMortgage Payment {$3200.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Mortgage Payment {$3200.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Mortgage Payment {$3200.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Mortgage Payment {$17.00} XX/XX/XXXX Mortgage Payment {$3200.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Mortgage Payment {$6000.00} XX/XX/XXXX Escrow Advance {$4400.00} XX/XX/XXXX Tax Disbursement - {$4400.00} XX/XX/XXXX Mortgage Payment {$75.00} XX/XX/XXXX Mortgage Payment {$240.00} XX/XX/XXXX Escrow Advance {$2500.00} XX/XX/XXXX Homeowners Insurance Disbursement - {$2900.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Mortgage Payment {$38.00} XX/XX/XXXX Mortgage Payment {$2500.00} XX/XX/XXXX Escrow Advance {$250.00} XX/XX/XXXX Mortgage Payment {$1800.00}XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Escrow Advance {$630.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Mortgage Payment {$1800.00} XX/XX/XXXX Escrow Advance {$630.00} XX/XX/XXXX Mortgage Payment {$1800.00}

Company response to consumer: Closed with explanation