Consumer complaint received 2017-08-01
Company: Ocwen Financial Corporation
State: VT
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
We tried for a loan modification roughly 2 years ago after never missing a payment. They sent us out the paperwork and we were told that in order to apply for the modification we could not be current with our payments.They told us it would take no more than 3 months for the modification to go through and that with our circumstance it should be approved.
They wanted us to make a trial payment while the modification was under review. We read too many things about homeowners being told to make trial payments so the modifications would go through, then the modifications took way longer than the 3 months and in the end they were denied anyway and given a huge bill as the trial amount was never accepted as your payments. We told them no thanks and did not sign anything and kept going on making our payments.
About 7 months later we get a letter in the mail saying our trial modification was denied and we needed to make a lump payment sum of roughly 10k or they would start foreclosure procedures. We got multiple phone calls daily from them telling us that they were collecting a debt and if we did n't pay the amount they would foreclose. We kept explaining to them we had never missed a payment and we did n't owe them any late payments. It took us over a week and a half of us calling them constantly, we finally told them to send us they paperwork where it showed anything that we signed to be put in a trial modification program. Ever day we got their robo-dialer calls saying they were collecting a debt and we were behind. They realized they had no such form and finally agreed to look into it. It took them a few weeks more before they finally came back that we never agreed to the trial plan.
A few months later we get bill saying we never paid our ins/taxes. Per them we had to come up with over 6k or our mortgage was going to go up XXXX a month because we were behind. Again we had to take weeks to explain to them we were not behind and it took them over a month to figure out they had us listed for a trial modification plan that we were never in. They actually took so long, " their '' new amount actually went in to effect.
Now a year later we get told that our equity mortgage payment is going up on XXXX/XXXX/2017 and that we need to make our new payment. They have sent us nothing with a new amount so we called yesterday and we were told that there is nothing in their system that shows our payment is increasing and it 's the same it has been.
Their website shows upcoming payments changes for XXXX/XXXX/2017 and nothing is changing. I had the wife call again today with the letter in hand because every step of the way Ocwen has been nothing but shady and dishonest. So today we get told they ca n't give us an exact amount but it looks like the payment is going up over 800 a month on XX/XX/XXXX.
We notified Ocwen of all the above and they told us a Ombudsmen would be in contact with us.
Since Ocwen was notified of our latest issue just under a month ago the following has occurred : *My next due payment (XX/XX/XXXX ) has all the sudden gone up an additional {$890.00} with not a single letter or phone call saying why or where this number comes from. But on the upcoming payment changes part of their website this number is no where to be found just our current payment amount ( showing due XX/XX/XXXX ).
*We have for the past 3 weeks received a phone call from their ombudsmen saying they were looking into our issues ( they will not tell us what they are looking into, just that they are looking into them and need more time ).
*When asked about the payment increase they know nothing on where the amount came from or why it is the amount it is. Just told that they need more time.
*I pointed out that the amount is wrong and asked them to at least put that amount on hold and let us pay the normal amount until they get us an answer on why the amount has gone up by so much. I was told they ca n't do that. I have had multiple times where the payments have been wrong on Ocwen 's part that I have had to pay that they later went back and changed to the correct amount.
So with 3 weeks to go till this " new '' payment no one is telling me anything other than they need more time. So now I am suppose to suffer because Ocwen does n't have their stuff together? Again I 100 % think Ocwen 's goal is to have us foreclose on my home.
How can a company continue to make mistake after mistake and I pay for it? They can raise a payment by almost {$900.00} and never give you any notification on why or where this comes from?

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation