Consumer complaint received 2018-04-27
Company: Ocwen Financial Corporation
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My name is XXXX XXXX. The loan in question is under my husbands name XXXX XXXX XXXX. I have authorization to speak on my husbands behalf concerning the mortgage loan with Ocwen, and this is well documented with the loan servicer. 
After going through hurricane Irma in XX/XX/XXXX and experiencing a hardship due to an unexpected change in our financial situation, my husband and I subsequently fell behind on our mortgage payment, beginning with the XX/XX/XXXX payment. After falling behind almost 3 months, we received a letter from Ocwen sometime in XX/XX/XXXX, suggesting that we contact the Florida Hardest Hit Funds ( HHF ) for assistance. We contacted the HHF immediately. We have since been approved for the Florida Hardest Hit Program ( and/or MEP program ), who will assist us in getting our mortgage reinstated. However, it took up until XX/XX/XXXX before the process was completed. During that time, Ocwen Loan Services did not want to accept any mortgage payments from us, until the reinstatement amount has been paid in full. 
The reinstatement amount on the latest mortgage statement is {$5100.00}. 
However, when the HHF contacted Ocwen to get the reinstatement amount for our mortgage, Ocwen informed the HHF ( MEP ) program that the amount to reinstate our mortgage would be {$11000.00}. 
This is an additional amount of {$4600.00}! 
Immediately upon learning about the additional fees, I contacted Ocwen. On XX/XX/XXXX, at XXXX, I had an appointment with our Relationship XXXX, XXXX XXXX. XXXX XXXX was able to break down the fees as follows : Transmittal {$250.00} Foreclosure {$1300.00} Total {$1600.00} Incurred Fees {$1000.00} Estimated Costs Recovery {$1900.00} Recovery Dismissal {$27.00} Complaint {$960.00} Service {$1000.00} Total {$4900.00} *Note : I just notice that these fees come out to be more than the {$4600.00} discrepancy that my husband and I was inquiring about. However, that may be because of an error in transcribing the information ( but I doubt it, because I did repeat the amounts once I wrote them down. XXXX XXXX has also requested this same fee breakdown ( itemization ) to be sent to him in writing from the Ocwen Research Department, where he faxed a letter making this request to ( XXXX ) XXXX-XXXX. 
However, when the Ocwen Research Department provides us with that written break down ( or itemization ) of the fees charged, it is not enough that they simply just provide us with the same breakdown that our relationship manager gave us. We need to know how these fees are being justified, as we believe them to be excessive, particularly, since we were able to avoid foreclosure by contacting the Florida Hardest Hit Funds. Incidentally, on the third page of the mortgage statement I have attached, it clearly states the following : Your account has not been referred to an attorney for foreclosure. 

Also, please notice that the above entry of our mortgage statement ( XXXX ) was not written in bold writing. Therefore, we want to know if these additional fees were necessary, fair, and accurate, and as such, we would like Ocwen to please explain or show that these fees are justified, as we intend to dispute these fees if they are found to be unnecessary, unfair, and therefore excessive.

Company response to consumer: Closed with explanation