Consumer complaint received 2020-07-29
Company: Ocwen Financial Corporation
State: ME
Product: Debt collection
Sub-product: Mortgage debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
We recently started our mortgage with PHH Mortgage Service, and it was the worst and unprofessional service I can ever imagine. 
My first payment due is on XX/XX/20 and my loan underwriter transferred my check ( in full amount ) on XX/XX/20 by USPS certified mail, according to the tracking record, they received the mail on XX/XX/20, but since then I called multiple times to verify with them on timeline they will cash the check and apply it to my account. They keep stating that they didn't receive the check although I provided the USPS tracking number, my XXXX check number. Time though end of XXXX, they still didn't cash the check and end up sending me a letter stating that they are " not in receipt of the check '' dated on XX/XX/20. 
So immediately after that ( XX/XX/20 ) I provided another check with 2 months worth of the mortgage payment to cover both my XXXX and XXXX dues. They cashed that check on XX/XX/20. At the same time, I scheduled my automatic payment on their service portal starting XX/XX/20 and thinking finally I straight out this frustration and since usually the first payment have a greater grace period, I should be no problem on delinquency issue. 
Suddenly they also cashed my original XXXX check on XX/XX/20. So I called them again telling them I have already scheduled my direct debit ( or auto payment ) starting XX/XX/20 and over the phone they verified the account status is normal and they agree that there is an one month worth of mortgage overpaid. So I request a check back to me since paying 3 months worth of mortgage from my bank account within one month does create some cash flow pressure. 
I received this reversal check in mail on XX/XX/20 but they also sent me a separate letter stating that my auto payment get canceled due to the status of my loan. I called to verify the reason on the cancellation. The answer I get over the phone is that they see ( 1 ) a reversal fund request and ( 2 ) my account status is delinquent. I told them they are not stating the truth and all the frustration are caused by their fault at the very beginning on how they handle my first check. At this point, they agreed to see if they can reinstall my auto pay request back so that I don't have to again sent them another paper check. 
During this whole process, I feel they are creating hassles and problems due to their poorly designed service and poorly managed representatives team - I have to repeat my problem over times and I receive a lot apologies over the phone but really not getting problem solved effectively. To set a mortgage account straight is not hard rock science and it only requires a bit professional care that they suppose to do. And to answer some regular request in absolutely normal course of business shouldn't be this problematic. I don't have faith on them to maintain my mortgage account accurate at this point. I will definitely look at all options I have to transfer to another one if possible.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation