Consumer complaint received 2019-08-23
Company: Ocwen Financial Corporation
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Effective XX/XX/XXXX my mortgage was transferred from Ocwen Mortgage to PHH Mortgage Services. 
I was in Chapter XXXX Bankruptcy from XX/XX/XXXX to XX/XX/XXXX. I was never late with any mortgage payments during or before the Chapter XXXX Bankruptcy period. However, soon after I came out of Bankruptcy, I received a phone call from Ocwen saying that my account was delinquent due to a missed mortgage payment during the bankruptcy period. I never received any written correspondence regarding this issue. Unfortunately, my bank records for the year and month in question had been lost requiring me to request the records from my bank at that time. On XX/XX/XXXX I received a letter stating that my XX/XX/XXXXpayment had not been received. Ocwen did receive my payment for XX/XX/XXXX but applied it to the missed payment. I called them and explained that I had not received my lost statements and needed some additional time. 
I did finally get the information I requested from my bank at the time and determined that I had missed a payment. I sent the missed payment in XX/XX/XXXX. I received a letter from Ocwen dated XX/XX/XXXX ( enclosed ) explaining why I was never notified of my missed payment from years ago. Also, I wanted an explanation as to why me credit report was showing me 30 days late for my payments of XX/XX/XXXXand XX/XX/XXXX. ( see attached Ocwen showing payments received on time ) I had missed one payment years ago and payed as expeditiously as possible upon notification and explanation. My credit score dropped over 60 points. 
- My first payment to PHH Mortgage was due on XX/XX/XXXX for {$2400.00} from which I was told I could deduct a suspense balance on my account for {$1300.00} ( see attached Ocwen payment document showing suspense balance amount ). I made the payment and called PHH Mortgage after they received the payment and explained the deduction. I was told that Ocwen had applied the suspense balance to my mortgage principal. I asked if the transaction could be changed and the suspense balance used to fulfill my XX/XX/XXXX mortgage obligation. The agent agreed to do so and said it would On XX/XX/XXXX I  received a letter from PHH stating that I was behind on my payments, XX/XX/XXXX payment. I called and was told that the agent never requested that the suspense payment to be applied to my XX/XX/XXXXpayment. Since my payment was for less than the required amount, my XX/XX/XXXX payment did not meet the contractual amount so it would not be credited.

My XX/XX/XXXX payment was credited to XX/XX/XXXX and I received another correspondence stating my account was passed do. I called again and spoke to another agent who assured me that my original request to apply my suspense balance of {$1300.00} would be completed. I spoke to my Case Manager, XXXX XXXX and after completing a review of all that transpired he said that he would make the request again and promised me it would be carried out. I also inquired as to the status of information I had requested on XX/XX/XXXX requesting the following : ( The documents I attached contain the figures detailed below ) XXXX and XXXX XXXX XXXX XXXX  XXXX XXXX XXXX, XXXX XXXX XXXX XXXX To : PHH Mortgage Services Re : Loan # XXXX disputing principal balance of {$330000.00} as of XX/XX/XXXX Facts : 1. Principal balance as of XX/XX/XXXX {$330000.00} 2. Letter dated XX/XX/XXXX Modification of Promissory Note A. Borrower made a prepayment of principal in the amount of {$5000.00} ( Recast see letter from Ocwen ) B. Unpaid principal balance of {$330000.00} C. Unpaid principal as of XX/XX/XXXX (  {$330000.00} - {$5000.00} ) = {$330000.00} difference of {$3000.00} see B 3. XX/XX/XXXX executed loan modification, new principal {$330000.00} I am requesting a statement showing all transactions and how the funds were applied to the loan principal balance from XX/XX/XXXX to XX/XX/XXXX. 
Anticipating a prompt response to my request. 
Thank you, XXXX XXXX I scheduled a call with Mr. XXXX for XX/XX/XXXX, Mr. XXXX never called, nor, have I yet to receive the information I requested in my registered letter which PHH Mortgage received on XX/XX/XXXX. 
I received another letter notifying dated XX/XX/XXXX that I still owed {$1200.00}. I am at a loss as to how to settle this matter and, also, get the information I requested and entitled to.

Company response to consumer: Closed with explanation