Consumer complaint received 2019-08-07
Company: Ocwen Financial Corporation
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I was approved for a mortgage modification by Owen in XXXX of XXXX. I paid required payment of {$XXXX} to Ocwen and verified it was received on XX/XX/19, with due date of XX/XX/19. 
On XX/XX/19 I received written confirmation by XXXX, relationship manager with Ocwen that modification would be upheld by PHH when {$XXXX} was received. 
OnXX/XX/XXXXXX/XX/19 my loan with Ocwen was transferred to PHH Mortgage. I was informed by PHH that they did not have access to my financial records or notes on the account until XX/XX/19 due to the transfer of service provider. 
I was required to pay one additional payment to complete the trail payment for completion of permanent modification. Total number of payments under trial payment period was 3. Two of the payments were made XX/XX/19 and the third payment of {$XXXX} was mailed on XXXX  by my personal checking account sent to PHH at their XXXX mailing address. After 14 days, I contacted PHH and was told the payment was not received by them. I placed a stop payment on my personal account and resent a cashiers check of {$XXXX} through XXXX XXXX XXXX XXXX XXXX and mailed using USPS Priority Mail with tracking number included. I confirmed with USPS that my payment was received on XX/XX/19 at XXXX XXXX  in XXXX post office and was picked up by an authorized mail courier. PHH denies ever received or crediting my payment sent via priority mail. 
After phone conversations with a PHH manager on XX/XX/19 was made and manager agreed to take a phone payment using my personal checking account. OnXX/XX/19 payment was withdrawn in the amount of {$XXXX}. 
On XX/XX/19 I received the original payment of {$XXXX} back to me in the mail along with letter saying it was not sufficient to bring account current. 
My home is now in forclosure but no date of sale has yet been assigned. My due diligence was made in every way to make the agreed payments but have not received any assistance by PHH. 
I was informed by my credit union where cashiers check was purchased that they can not refund the missing {$XXXX} until after a 90 day claim waiting time. 
It appears to me that PHH wishes to foreclose on my property rather than fix the issue of missing payments attempted to be made by me. I offered to pay over the phone for entire amount due or even do a wire transfer to them. Both of these options were denied by PHH. I was informed only a check mailed to the XXXX USPS would be accepted and I have until the last day of XXXX to make that payment. I have confirmed with a supervising customer representative at the USPS XXXX that the zip code I mailed to is specific to PHH and a courier signs for all pick ups from that location. The USPS supervisor also explained they have many, many complaints of payments not being credited or received by PHH/XXXX XXXX  processing center. 
I can not take the chance of attempting to mail another payment since past history shows there is a significant issue in mail delivery to PHH.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation