Consumer complaint received 2019-03-12
Company: Ocwen Financial Corporation
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
OCWEN company has big problems communicating instructions within the different areas of the company, because of that they are causing lot of damage to people like us, the right hand doesnt know what the left hand is doing. 
During the past few years we had experience over and over the same problem, problem that is no near to finish specially now that Ocwen stop receiving our payment XX/XX/XXXX. 

LAST EVENT : we have several similar issues from years back that we can easily provide as evidence if requested by CFPB but for now, lets just talk about this problem we have this days. 
In XX/XX/XXXX we visited OCWEN HQ in XXXX XXXX XXXX regarding trying to keep our payment around {$850.00} per month. 
In XX/XX/XXXX with a letter from Ocwen on hand, an escrow analysis and the help of XXXX XXXX XXXX ( covering his name for security ). After looking into the last escrow analysis and related documents, we agreed to pay {$2100.00} to the escrow account to keep our monthly payment around {$850.00}. We gave OCWEN that day a check number XXXX for {$2500.00} with specific instructions please perform a new escrow account analysis once the {$2500.00} are deposited on my escrow account. 
What happen was, they never enter that money into the escrow account. We recently learned, they didnt put that money to the escrow account -money was floating/suspense- and because of that, the account became delinquent since that time. No escrow account was ever conducted. 

A second terrible mistake was done the same month and year : After discussing with XXXX our situation and insurance possibilities, we decided to change our home-owner insurance from XXXX to XXXX XXXX, we authorized Ocwen to pay the XXXX XXXX insurance for around {$1600.00}, it was paid the XX/XX/XXXX but Ocwen. Even when they knew about it, went on and paid the old insurance company -Universal- {$1600.00} on XX/XX/XXXX ; this terrible mistake increased even worse the difference. 

We were told in several occasion during XXXX  dont worry about it because we can see the {$2500.00} and the escalation department will properly enter that amount where is supposed to be ; because of that and because this is not the first time this happen, we kept sending our monthly payments on time. 

Was sometimes in XXXX that we realized the problem with those two payments. At that point we started to doubt if the {$2500.00} may has entered or not into the XXXX account. 

In XX/XX/XXXX we met XXXX XXXX XXXX ( covering her name for privacy ) that looked deep into the account and told us that ; she saw the {$2500.00} and told us once again, looks like is nothing to worry about it. She even help us with the return of the {$1600.00} from XXXX and told us we will receive a check for {$520.00}. 

Now we are in a big problem, they returned the last payment from XXXX and we were told that we need to reinstall our account. 

We are very much afraid because this is the same modus operandi used by XXXX XXXX years back, we are afraid they will try to foreclose on us and damage our credit history. 

Ocwen is a company that definitely doesnt care for their customers, again, one department doesnt know what the other is doing. 

Please help us and make this company pay for their constantly miss leading and bad intentions. I dont know how a company like this can get a license to function.

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