Consumer complaint received 2019-05-07
Company: Ocwen Financial Corporation
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Account Number - XXXX / XXXX Normal payments were automatically withheld from my bank account each month until XX/XX/XXXX. 

Ocwen, XXXX, or its parent company, in error, misapplied a tax payment ( {$25000.00} ). The payment was applied to surplus funds and I received numerous calls from 3rd party vendors stating that I was entitled to lost funds. Ocwen, XXXX, or its parent company asked for a copy of the document indicating the error. 

XXXX Countys tax office forwarded a similar surplus letter and Ocwen, XXXX, or its parent company was contacted. 
XXXX County forwarded the surplus funds back to Ocwen, XXXX, or its parent company in XX/XX/XXXX. 

A letter was forwarded from Ocwen, XXXX, or its parent company stating that a {$25000.00} payment had been received and the next scheduled payment was established for XX/XX/XXXX. 

In error, Ocwen, XXXX, or its parent company misapplied the funds that created a large negative escrow account. An escrow analysis was performed and a new statement, payment amount ( {$1200.00} ), and payment date ( XX/XX/XXXX ) was established. 

In XX/XX/XXXX, a call was placed to Ocwen, XXXX, or its parent company. It was mentioned that another error was made that resulted in a significant increase in the monthly amount. Ocwen, XXXX, or its parent company acknowledged the mistake and applied the surplus funds to the Escrow account. 

The account was rebalanced and a statement was generated indicating a new payment ( {$830.00} ) for XX/XX/XXXX. 

On XX/XX/XXXX, Ocwen, XXXX, or its parent company placed a call and mentioned that a payment for XX/XX/XXXX had not been received. A copy of the statement for XX/XX/XXXX was uploaded by email. 

The representative for Ocwen, XXXX, or its parent company mentioned that payments for XX/XX/XXXX and XX/XX/XXXX had not been paid. It was mentioned to the representative that payments had been made to the account that resulted in rebalancing, new payment dates, and amounts. The representative mentioned that payments in the amount of {$570.00} should be made for both XX/XX/XXXX and XX/XX/XXXX. 

A payment of {$570.00} was processed immediately but it was emphasized that such payments were being made until Ocwen, XXXX, or its parent company could correct issues. It was also mentioned that my account had to be maintained in a healthy status because of another mortgage loan application. A 2nd payment was scheduled within two weeks. 

On XX/XX/XXXX another representative from Ocwen, XXXX, or its parent company called and mentioned that I owed {$1200.00} for XX/XX/XXXX and {$1200.00} for XX/XX/XXXX. 
It was mentioned to a representative that a representative from Ocwen, XXXX, or its parent company had called on XX/XX/XXXX and a payment was made for {$570.00} for XX/XX/XXXX and the second payment in the same amount was scheduled for XX/XX/XXXX. The representative did not see the payment or note but mentioned that I owed {$1200.00} for XX/XX/XXXX and {$1200.00} for XX/XX/XXXX. 

A request was made for an escalation team member or account representative. The account representative missed two appointments. The last appointment was not rescheduled. 

Ocwen, XXXX, or its parent company rebalanced the account and forwarded another statement on XX/XX/XXXX and mentioned that the revised payment date was XX/XX/XXXX. 

A 2nd request was forwarded that any account involvement should only be performed with someone State-Side ( within the United States ). 
The corrected escrow payment was the only call handled within the United States. I am requesting IMMEDIATE ACTION. 

Ocwen, XXXX, or its parent company has injured my credit record and ability to obtain a mortgage product with another company. In addition, Ocwen, XXXX, or its parent company has started solicitations to obtain a mortgage with their company on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. The dates correspond with my interest toward obtaining a mortgage product with another company.

Company response to consumer: Closed with non-monetary relief