Consumer complaint received 2017-11-02
Company: Ocwen Financial Corporation
State: CA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Ca XXXX Loan # XXXX Dear Research Department, I am asking that you investigate my loan and listen to the recorded phone calls made by your employees, which have led to the situation at hand and that needs to be resolved immediately or I will have no other choice but to contact Federal Trade Commission, BBB, and all three credit bureaus and an Attorney for Fraud. 

I have been very patient with this process and have been going around in circles and not getting any where since XXXX XXXX when I was informed that I owed XXXX, XXXX, because there was no money in my escrow account and that my new payments were XXXX, more than doubles my actual payment. 

This all started as soon as my bankruptcy was discharged in XXXX XXXX and if you look at my history on this loan I have always been on time with no late payments. On XXXX XXXX, XXXX I called and spoke with a XXXX XXXX XXXX to inform him that my bankruptcy was completed and if I need to do anything, to which he informed I did not, that once they receive the discharge documents they will take care of things. He also looked at my account and informed me that I was ahead in my payments and that I did not need to make a payment until XXXX XXXX, XXXX. I asked him if he was sure because I didnt want to mess things up after I just finished my bankruptcy and he reassured me that I did not need to make a payment until XXXX XXXX, XXXX. 

Then on XXXX XXXX, XXXX I received a check in the mail # XXXX, dated XXXX/XXXX/XXXX in the amount of XXXX. On XXXX XXXX, XXXX @ XXXX I called and spoke with employee # XXXX and I asked if this had been sent to me in error and if I needed to send it back. I was reassured that this was because my bankruptcy was completed and it was the money that was kept in escrow for all my on time payments and if I didnt have any late payments after the five years if was rewarded to me. I also asked him about the payments I did not need to make, and I was informed that it was correct and that when I make my payment in XXXX XXXX I only needed to pay XXXX, and then in XXXX my regular payment and then in XXXX, it would be adjusted to the new interest rate. I kept questioning it, but was told it was my money. Because I was still not comfortable With the check for XXXX I called again on XXXX XXXX, XXXX @ XXXX and spoke with XXXX XXXX and questioned him about the check, to which he told me the same thing that I heard the day before, so I cashed the check and used it for repairs on my house. 

XXXX/XXXX/XXXX XXXX XXXX/XXXX/XXXX XXXX XXXX/XXXX/XXXX XXXX XXXX/XXXX/XXXX XXXX XXXX/XXXX/XXXX XXXX  XXXX/XXXX/XXXX XXXX} XXXX/XXXX/XXXX XXXX On XXXX XXXX, XXXX I received a call at XXXX to inform me that they are trying to collect XXXX that I am behind on my account. I told the person that I needed to look into and talk with an attorney, because I did not owe XXXX when they just gave me XXXX. 

On XXXX XXXX, XXXX I called and got the run around from the person on the phone who said he would order an analysis of my account, when I asked if I could speak with a supervisor he put me on hold for a long time and then came back to inform me that no one was available. 

XXXX XXXX, XXXX I spoke with XXXX # XXXX @ XXXX, went over everything again, he was trying to get the payments applied to the correct months and after he was able to he informed me that I owed {XXXX, which I still did not agree with, and asked to speak with a supervisor and was connected @ XXXX to XXXX # XXXX, who listened and then informed me that I needed to speak with someone in the Escalation department and said they would contact me. 

XXXX XXXX, XXXX @ XXXX x XXXX mins I received a call from XXXX XXXX XXXX, we reviewed everything and he informed me that he would have to look into everything and speak with the Escrow department and look at my payments and would need a few days and would get back to me. 

XXXX XXXX, XXXX @ XXXX x XXXX min, then again at XXXX x XXXX mins - he left a voice mail letting me know he tried to reach me. 

XXXX XXXX, XXXX @ XXXX x XXXX mins XXXX called me to let me know he needed more time. 

I called in between this time and was told that that I only owed XXXX and I told them I didnt owe anything that I had done exactly what I was suppose. I left a few voice messages on XXXX phone asking him to please call me. 

XXXX XXXX, XXXX @ XXXX x XXXX mins XXXX called to go over everything and informed me that I still owe XXXX, despite the fact that I was told by Ocwen employees that I was paid until XXXX XXXX, XXXX and I didnt need to make XXXX XXXX payments and that I received a check from Escrow for XXXX. We just kept going around in circles and he said he would look into things some more and get back to me. 

XXXX XXXX, XXXX @ XXXX x XXXX mins XXXX reviewed everything with me again and still came up with me owing XXXX and when I still did not agree, he suggested that I send a letter via fax to the Research Department and gave me the number. 

XXXX XXXX, XXXX @ XXXX I spoke with XXXX # XXXX after hearing that my XXXX XXXX payment was only XXXX, when I asked him how that was possible he said that I had a modification and that was my new payment. I questioned him about it as I did not apply or approve a modification. XXXX then transferred me to XXXX # XXXX @ XXXX and he informed me that according to my loan they can make modification if needed, I informed him it was not needed they just needed to correct their error, that I did not want them increasing my principal balance to add the money they sent to me and the payments I was told I did not need to make and increase the years on my loan. He said he could give me information on hardship ; I informed him I am not in hardship I just need them to correct their error. I asked XXXX which department that I need to send my letter to, that XXXX had told me and he looked into the notes and informed me that it was the Research Dept. and gave me their fax number, then XXXX transferred me to XXXX # XXXX @ XXXX who was suppose to be in the modification department and when I questioned her about who gave them my authorization to modify my loan and how much money did they add into my principal balance and if they extended my years, she would not tell me and just said it is still in processing and she cant give me any details at this time. I asked her what they show as my balance she informed me XXXX. Informed her I would fax my letter and go from there and see if they can resolve the issue once and for all or if I need to get an attorney. 

I have gotten multiple letters in the mail telling me that I owe different amounts that I may go into foreclosure and lose my house. I have mentioned time and time again to everyone that they are ruining my credit and need to stop reporting false information to the credit bureaus until this can be resolved, but Im always told that it can be stopped but it can be corrected afterwards. 

I have been trying to refinance my house and that is when I realized that I was in bad standing and that is why I cant get a HARP loan. I wanted to refinance and get locked into a low interest rate before they go up again. Unfortunately with the issues occurring on my loan that was never a problem until my bankruptcy was completed and I was given misinformation by Ocwen employees, was I in this distressing situation which looks a lot like fraud. 

I hope they you will be able to review the evidence and listen to the recorded conversations between myself and the Ocwen employees involved and come to a resolution quickly. 

I have also filed a complaint with the BBB, and it has been over 30 days without a response from Ocwens Ombudsmen assigned to my case. 

Thank you for your time in this matter, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation