Consumer complaint received 2020-04-01
Company: Ocwen Financial Corporation
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
This complaint is regarding the failure to reimburse escrow and overpayment, as well as final mortgage payment following payoff of mortgage loan as a result of refinancing Three primary complaints are as follows : 1. Payoff wire was made and confirmed on XX/XX/XXXX in accordance with XXXX Payoff Statement instructions received on XX/XX/XXXX. Wire was rejected due to unknown internal change at XXXX with new payoff instructions ( apparently they are the service provider for PHH Mortgage Services ). The title company was told they were rejecting the wire and they would not do an internal transfer to satisfy the loan. Wire was resubmitted according to new instructions on XX/XX/XXXX and loan was recorded as paid in full on XX/XX/XXXX. Increase in payoff amnt due to the delay in the amount of {$230.00} ; I expect reimbursement of this amount.

2. As of XX/XX/XXXX reimbursement for escrow account has not been received. I have contacted XXXX XXXX customer support no less than 4 times to confirm dollar amounts, processing, and shipment of the checks. Dates included XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Every time I have contacted them they have indicated that they would send emails to the escrow account and get it taken care of. On XX/XX/XXXX, and again on XX/XX/XXXX I was told that the check had been sent on XX/XX/XXXX, and I would receive it at our mailing address in 7-10 business days. As of XX/XX/XXXX I have still not received the check. In a call with XXXX XXXX on XX/XX/XXXX the customer support manager indicated he would send another email to find out why the check was taking so long, and he indicated to me that it would take 1-2 additional business days to get an answer from them. Additionally, the amnt due to me was not clearly articulated to me, and was inconsistent across the various calls with XXXX XXXX. I expect reimbursement of the addition interest owed me for the time XXXX XXXX has held my money. I also expect a clear, documented verification of the amnt paid, amnt due, and amnt to be reimbursed that I can verify with my records of all transctions.

3. An automatic loan payment for the month of XXXX in the amount of {$3700.00} was withdrawn from my personal checking account to XXXX on XX/XX/XXXX. I spoke with XXXX XXXX about this on each call, and had responses that first indicated a separate check would be mailed, but in the call on XX/XX/XXXX the XXXX customer support person indicated there was no record of a check being distributed. After working through the numbers, the individual did understand and acknowledge that an additional {$3700.00} was due to me for the XXXX payment, and that she would follow up with an email to a different department and they would investigate and follow up with me. As of XX/XX/XXXX I had not received any communication with XXXX, and when I called them the individual I spoke with did not confirm that a check for the XXXX payment had been distributed. I expect a full refund of the XXXX payment in the amnt of {$3700.00}, consistent with payoff being made according to complaint 1 on XX/XX/XXXX

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