Consumer complaint received 2017-05-03
Company: Ocwen Financial Corporation
State: CA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
We are disputing the status of our mortgage account ; our mortgage account should be current. After our bankruptcy, we made arrangements with the support of VA department to modify our account with OCWEN. We made the payments on time as per our agreement on   XXXX   XXXX   XXXX   we received a letter from OCWEN informing us that the loan modification was approved. We sent the voluntary amount of {$310.00} to put the account current. After the modification, we did not receive monthly statements from OCWEN ; we were later told it was due to our bankruptcy.     In   XXXX   XXXX   we were notified that we were late on our  XXXX  mortgage payment and owed {$2900.00} for  XXXX . We have are meticulous about keeping our records and correspondence and pay our mortgage on line  (    XXXX   XXXX   XXXX   Bill Pay ). We had proof from   XXXX   XXXX   XXXX   that payment was made on line and we sent it to  OCWEN  via Fax.     OCWEN sent us a letter    XXXX   XXXX   t hey had credited the account the payment they claimed we did not make and requested we refax them proof from our bank. Even though we refaxed it to them and have a letter from them stating they did receive our fax, they reversed the credit and refused to credit it back.     In addition, even though we have made all of our payments on time, we have received notices that we have a negative balance in our escrow account. We are told it is supposed to be for a cushion on our account. The amount of Hazard insurance on Annual Escrow Account Disclosure is incorrect and higher than what we actually pay  XXXX   XXXX . OCWEN has put  XXXX  of our payments in suspense but can not explain where that payment was then made to.We are perplexed as to which payment OCWEN is claiming we did not make payments when they had the additional monies as unapplied funds and in a suspense account.      OCWEN Loan Servicing  haw handled our account unethically, they refuse to hold themselves accountable and continue to add charges to our mortgage  ( House inspection {$ XX/XX/XXXX } ). We have   been getting the run around from OCWEN for years and many times speak to customer service that has been outsourced and incompetent in resolving this issue. We have received letters stating they we are past due now and the amount fluctuates. As of  XXXX   XXXX  our payment has increased to {$3000.00} a month and they are stating we are past due {$3000.00} Timeline of dates and actions are below.         XXXX   XXXX   XXXX    Received Letter from OCWEN stating we were 39 days late in the amount total amount of {$5900.00} (   XXXX  and  XXXX   ). I called OCWEN  was told to send letter disputing and proof of Payment for   XXXX   XXXX   payment. FAXED to  XXXX  Department   XXXX   XXXX   XXXX   Called  OCWEN  told no dispute on file. Requested we send a letter disputing and refax proof of payment.       XXXX   XXXX   XXXX   : Refaxed Letter and proof of payment for   XXXX   XXXX   payment to  OCWEN   (    XXXX   XXXX   XXXX  Bill   Pay )    XXXX   XXXX   XXXX   we received notice from  OCWEN Research  Department stating a credit was made on   XXXX   XXXX   XXXX   to our account while the payment was verified. Proof of payment was requested by Research Department and letter stated we had 30 days (   XXXX   XXXX   XXXX   ) to submit documentation. On   XXXX   XXXX   XXXX   we faxed over documentation and letter to  Research  department and have verification of fax.       XXXX   XXXX   XXXX   we received notice from  OCWEN Cashiering  Department informing us we have 30 days to fax or email proof of payment, letter, and OCWEN loan number. On   XXXX   XXXX   XXXX   we emailed scanned documents to  Cashiering  Department at  XXXX  XXXX  XXXX .       XXXX   XXXX   XXXX   we received notice from OCWEN  XXXX  Department informing us we had 30 days to fax or email proof of payment, letter, and OCWEN  loan  number. On   XXXX   XXXX   XXXX   we emailed scanned documents to documentation and letter to  XXXX  Department. The email came back as undeliverable because email address couldnt be found. I tried to resubmit email on   XXXX   XXXX   XXXX   and email retuned as undeliverable a second time.       XXXX   XXXX   XXXX   we received notice from  OCWEN Research  Department informing that they had received they received our paperwork and would perform research and provide an answer within   XXXX   days of letter.       XXXX   XXXX   XXXX   I followed up wit h OCWEN Research  Department and was informed that a letter had been mailed out b y OCWEN  on   XXXX   XXXX   XXXX   stating our credit was reversed because we failed to submit requested documentation. I informed representative that documentation had been submitted and I have fax verification ; in addition, on   XXXX   XXXX   XXXX   we had received letter from Research Department confirming they had received paperwork from us. After reviewing our account, she confirmed documentation had been received on   XXXX   XXXX   XXXX   and she would contact both  Cashiering  and  XXXX  Department and forward documents so that account can be credited for payment made.       XXXX   XXXX   XXXX   I followed up with Research Department and confirmed that  XXXX  from  Research  Department had already forwarded documents to both Cashiering and  XXXX  Department and  XXXX  would be following up with them to resolve this issue. I asked why the account had not been credited yet since the reversal of credit had been erroneously made by  OCWEN because they did in fact receive documentation from us in a timely manner and the reversal of credit should have not been done.  Research  Department explained that the documentation had already been forwarded to Cashiering and  XXXX  Department and they would follow up with them to account credited.       XXXX   XXXX   XXXX   XXXX   XXXX    (    XXXX   Year ) Followed up with OCWEN,  they  refused to credit payment to the account even though we had a letter from them stating that they would credit account. We would get inconsistent answers from the different customer service representatives. We have been very diligent about submitting requested documents by different  OCWEN  departments as well as following up with OCWEN customer service. OCWEN has sent us several notices  from different department regarding our dispute ; it seems that there is little to no communication between departments because they request the same paperwork. We have on several occasions faxed or emailed the document requested :  1 ) le gible document on how our payment was mad e (    XXXX   XXXX   XXXX   on line  Bill Pay ), 2 )  account number, a and 3 ) lette r explaining our account should be current.        XXXX  We requested explanation of payments from OCWEN about our payment history and they sent us a letter dated  XX/XX/XXXX  explaining the increase in escrow payment not on the initial missing payment that we had requested. We then once again requested payment history.      XXXX  OCWEN sent out payment history (  XXXX  report ) with no explanation on payment we were disputing. They made no attempt to resolve this issue. Every time we call, we are given a different explanation.     OCWEN is unethical and incompetent. We are considering filing a law suit against them to finally resolve this issue

Company response to consumer: Closed with explanation