Consumer complaint received 2018-09-05
Company: Ocwen Financial Corporation
State: KS
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
The CFPB incorrectly closed # XXXX. Ocwen 's response did not include any answers to the questions I asked : 1. The Current Total Amount Suspended,  which may represent the HO  monies, does not appear on any billing statement. True? 
2. The billing statement dated XX/XX/XXXX shows a payment due for XXXX of {$1700.00} ( Exhibit 1 ). This amount was received by OLS on XX/XX/XXXX. True? 
3. The billing statement dated XX/XX/XXXX shows the payment received on XX/XX/XXXX was applied to escrow on XX/XX/XXXX, ( Exhibit 2 ). The on-line transaction log, however, shows this payment applied to suspense ( Exhibit 3 ). True? 
4. How can a single transaction be classified differently on the statement than on the transaction log? Please explain.

5. The XX/XX/XXXX statement shows that {$1900.00} was due ( Exhibit 2 ). The escrow amount on this statement was incorrect. True?

6. The prior months statement dated XX/XX/XXXX ( Exhibit 1 ) states escrow as {$600.00} instead of {$790.00} ( Exhibit 3 ). The following month dated XX/XX/XXXX, shows an escrow fee of {$760.00} ( Exhibit 4 ). True? 3 different amounts for escrow in 3 consecutive months. True? 
7. On XX/XX/XXXX I contacted an Ombudsperson at OLS in XXXX, Iowa. I did not record their name. Before the call, I had researched that {$1700.00} had been applied to suspense ( i.e. unapplied funds ). I asked, and the Ombudsperson agreed, the {$1700.00} in the suspense account could be applied as payment for XXXX ( Exhibit 5 ). I can not understand the entries dated XX/XX/XXXX on this statement. It appears these entries were not treated as a payment by OLS. They should have been. True? Please explain the XX/XX/XXXX entries. 
8. Beginning with XXXX billing statement dated XX/XX/XXXX, the billing date was moved from the first of the month to the middle of the month ( Exhibit 5 ). True? Why?

9. For 6 years my billing statements have been at the beginning of the month instead of midmonth. True?

10. I was not notified of this billing date change. True? 
11. The billing date change had the effect of reducing the grace period and creating late fees ( assuming I continue to pay on the XX/XX/XXXX of the month which I always have and still do ). True? 
12. On XX/XX/XXXX, Ms. XXXX XXXX, OLS Ombudsperson in XXXX, Iowa called me. She had responded to the complaint I filed with CFPB and the BBB. I was able to set a date & time when we would talk. Among many questions, I asked her to explain the transactions applied on XX/XX/XXXX. I dont think she knew. During our conversation, I discovered that Suspense on transactions was the same as Unapplied funds on the statement. It is very concerning that the first transaction date applied on XX/XX/XXXX ( as suspense ) was a transaction already posted on XX/XX/XXXX ( as escrow ). True? 
13. Review the statement dated XX/XX/XXXX ( Exhibit 6 ). It states {$1800.00} is past due ( XXXX ) and {$1800.00} is due for XXXX plus a late fee of {$25.00} totaling {$3700.00}. During the call with Ms. XXXX I asked her if the account was current as of XX/XX/XXXX. Ms. XXXX said yes. Then why the late fee? Please explain. 
14. Please refer to Exhibit 7. It shows that my account should be current. True?

15. I received a notice of Your Mortgage Payment is Past Due, on XXXX XXXX ( Exhibit 8 ). The second line 1 states Please pay the CURRENT AMOUNT DUE IMMEDIATELY OF {$1800.00} by any of the methods mentioned on page 2. The mortgage payment for XX/XX/XXXX was made on XX/XX/XXXX. This notice conflicts with Exhibit 6 and what the I was told by Ms. XXXX. True? 

Over the last 6 years, OLS has incorrectly notified credit agencies of delinquencies many times. 
I have diligently attempted to maintain the new modified mortgage current. It was signed in XX/XX/XXXX. The inconsistencies on OLS billing statements over the past 11 months, as listed above, requires a significant time commitment by me to know what is properly due each month. I have spent more than 80 hours on Dispute 5. I believe I am current. I am, however, being charged late fees. 
I do not want OLS to continue to service my account. OLSs accounting system and statements can not be trusted. OLS requires an excessive amount of my time and we still cant agree on the status of my loan. Effectively I have been trapped, against my will, between OLS and the credit agencies.

I want OLS to remove the misleading information forwarded to credit agencies over XXXX and XXXX. I want to refinance with another firm. 
Respectfully, XXXX XXXX XXXX | XXXX | XXXX CC : XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, Kansas Attorney General Ms. XXXX, Ombudsperson, XXXX XXXX, Kansas Senator Ocwen Loan Services XXXX XXXX, Kansas Senator XXXX XXXX, Kansas 3rd District House  Representative XXXX XXXX

Company response to consumer: Closed with explanation