Consumer complaint received 2018-05-07
Company: Ocwen Financial Corporation
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have been paying {$1100.00} per month since XX/XX/XXXX. I was 2 payments behind at that time. I sent in {$1100.00} each month never late since XX/XX/XXXX. On XX/XX/XXXX the Loan Retention Department for Ocwen Loan Servicing called me to inform me that they can not accept any more payments from me as of XX/XX/XXXX. I am now 90 days pass due, and I am about to go into Foreclosure. My payment went up to {$1200.00} in XX/XX/XXXX, according to Ocwen Loan Servicing. So, I have missed 2 payments, now I am 4 months behind. I sent in the payments of {$1100.00}, but were not accepted by Ocwen. I did not get any notice that my payment had increased to {$1200.00}. I speak to my Relationship Manager, XXXX XXXX each month, probably several times in a month, or anyone who is taking his place on the day that I call. His telephone number is XXXX XXXX XXXX. I spoke with XXXX XXXX on XX/XX/XXXX at approximately XXXX XXXX. regarding the above issues. XXXX XXXX   reminded me that I am under Modification Review at this time, should I be denied Modification, He will schedule a repayment Plan of a down payment of {$2300.00}, ( which is the total of the 2 payments which are being returned to me ). The XXXX XXXX   suggested that I would have a payment monthly for 5 to 11 months to catch the payments up and all the charges, legal fees, late charges, all arrears, etc. which are in access of {$8500.00} payments. Mind you, I was only 2 payments behind up until XX/XX/XXXX and XX/XX/XXXX. Each payment of {$1100.00} was made timely. These payments were made timely each month from XX/XX/XXXX until XX/XX/XXXX. I was never advised of my payments being increased until XX/XX/XXXX by phone, from the Loan Retention Department. I never received a letter or notice until XX/XX/XXXX which was verbal communication by phone. After I was told of this, I called XXXX XXXX XXXX, Office of the CEO , XXXX XXXX. I spoke with XXXX XXXX on XX/XX/XXXX. XXXX did some research, so she claimed, and stated to me that in XX/XX/XXXX, when an analysis was done in XX/XX/XXXX, there were errors made. My payment was incorrect. It should have never been {$1100.00}. The miscalculation was the fault of their computer system. My question is why should I have to be penalized because of a computer error. I was paying {$1100.00} as was agreed between Ocwen Loan Servicing and myself. XXXX XXXX went on to tell me that there is nothing she can do about this.

I had spoke with XXXX XXXX of the Consumer Ombudsman Department on XX/XX/XXXX regarding the Modification Process. I was repeatedly sending in documentation to the Underwriting Department. Each time I sent an updated document, another one was outdated. I asked XXXX XXXX if she could help me. She instructed me to email or fax documentation as requested to her, and she would forward to the Ocwen Underwriting Department. I sent the requested documentation to the attention of XXXX XXXX   XXXX at email : XXXX. Also, to Fax Number : XXXX XXXX XXXX. It was verified that she did receive the information, and she would forward to the Underwriting Department ( Team ).

It was verified by XXXX XXXX XXXX today, and also by XXXX XXXX on XX/XX/XXXX, the package was complete, and my Modification Review is in process. It may take up to 30 days to get an answer from the Underwriting Department Team. I informed XXXX XXXX, my Relationship Manager that I would call each day until I know what the decision is regarding the Modification, that I have been trying to obtain since XX/XX/XXXX. It has practically been 1 year now, and I still do not know what is going to happen as far as a Modification for me that is acceptable and fair. I have sent in documentation over and over, this is the first time, a complete package has been received according to the Underwriting Department. I involved the CEO 's office XXXX XXXX XXXX at XXXX XXXX XXXX who sent the documentation which I provided to her as was requested by the Underwriting Department.

NACA has been my advocate since I started this process with Ocwen Loan Servicing. XXXX XXXX XXXX, Ext XXXX, ( XXXX ) XXXX XXXX, is my Advocate with NACA. I don't feel that they have been on top of their game as far as an advocate should be.

I can not afford to pay {$1700.00} per month for 5 months nor 11 months to catch up arrears. I need help. That is why I filed for a Modification at the on start of this issue. I realized that I could not catch up the 2 late payments of {$1100.00}. So, I filed for a Modification of my Loan.

I never received a written notice, nor a telephone call from Ocwen regarding the miscalculated payment amount. Each time I called into the Relationship Manager Department for Ocwen Loan Servicing, XXXX XXXX XXXX nor anyone on his team instructed me of this change or shortage. I always asked if my payment was received, they would verify, " yes it was received. '' It was never mentioned that I was short, the payment was not accepted, nor any other communication regarding my payment change. That information should have been in the computer and the Relationship Manager should have made me aware of this issue immediately.

I wish to file a legal suit again Ocwen Loan Servicing, and all persons involved and named herein. Can you help me? I do not wish to lose my home, and it would be a struggle to maintain the payments should they go up to {$1200.00} and/or {$1700.00} for 6 to 11 months according to XXXX XXXX XXXX   That is not helping me. I wish to continue paying {$1100.00} per month or less of a payment would be even better for me. I should not be penalized for a computer error in XX/XX/XXXX by Ocwen Loan Servicing, LLC. I want Ocwen to accept my payments for XX/XX/XXXX and XX/XX/XXXX in the amount of {$1100.00} immediately, with no late charges attached. It is not my fault that Ocwen Loan Servicing, LLC had computer problems and the mortgage loans was miscalculated according to Ocwen Representative XXXX XXXX XXXX. I followed the agreement between Ocwen Loan Servicing, LLC and XXXX XXXX XXXX as was put into place in XX/XX/XXXX.

Company response to consumer: Closed with explanation