Consumer complaint received 2017-03-08
Company: Ocwen Financial Corporation
State: VA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
After a lengthy process to obtain a loan modification and completing trial payments by XX/XX/2017, I received correspondence from Ocwen saying I was delinquent and foreclosure was being initiated. I contacted Ocwen and through conversation determined that my loan modification was cancelled because I did not return the original signed document. It turned out that Ocwen had mailed my loan modification to an old address and not to the property where I reside. That package was sent in a way that did not trigger non-receipt or return the abandoned envelope which laid on the doorstep of a vacant home several states away for two months. 
Agreement was gained to have Ocwen reship the document to the property for my signature. I received, signed and returned the packaged within two business days. I continued to make my monthly payment however they began getting returned to my account and no accepted. 
I contacted Ocwen and learned that the booking of my signed document had to be tasked as an exception and that was not done my the last service representative. After much back and forth I requested my issue be escalated and was advised that Ocwen does not have an escalation process and the service representative was it. We agreed that they would enter the task for my modification to be booked and I would follow up in two weeks. 
Payments still not being accepted, I called for my follow up and learned that I would need to follow up in three more weeks. I suddenly received the permanent modification countersigned by Ocwen in my mail. Thrilled, I followed up again and asked if I could tender all of the payments that had been returned and the past due amount was higher due to default fees. 
I argued that I was never in default and that based on the circumstances notated in their servicing system the default fees should be reversed. The service representative agreed and entered a task for that to occur. 
Again, my monthly payment was returned and again I received correspondence suggesting I was in foreclosure. I contacted Ocwen and it turned out my permanent modification, though counter signed and returned to me, had never been booked. 
Feeling frustrated and helpless after 9 months of back and forth, I contacted the law firm listed on the foreclosure notices and was escalated to XXXX XXXX XXXX, XXXX. I shared the background as cited above and provided her accounting of my bank account with a building balance for all of the returned payments along with a copy of the fully countersigned permanent modification. My follow up with XXXX XXXX continued for several months with no outcome, only responses that she has escalated and is waiting to hear back. 
In XX/XX/XXXX, I sent all of the returned payments in one check to Ocwen and notified the law firm that I was doing so. Ocwen returned the funds again. 
XXXX XXXX, 2017 I received a notice of foreclosure again with a XX/XX/XXXX sale date. Mind you I have made payment each month that are all being returned and accumulating in my accounts still. I contacted XXXX XXXX asking for payment instructions so I could send the funds directly to the law firm. She responded with one line advising that XXXX XXXX would now be my contact. I reached out to XXXX XXXX requesting payment instructions and continue to wait even after several follow up attempts. 

I have all payments. 
I have the ability to pay. 
I have a family in a family home. 
Ocwen and their vendors are disorganized and disrespectful and have caused a great deal of pain and anguish that is unnecessary. Please help me to get this foreclosure date cancelled, my monies accepted and applied and full resolution brought to this matter so I can return to being a normal paying customer.

Company response to consumer: Closed with explanation