Consumer complaint received 2020-04-07
Company: Ocwen Financial Corporation
State: MN
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
My mortgage was bought by XXXX  in early XXXX of 2020 from PHH Mortgage services. On the XXXX of XXXX I received a call from someone at XXXX explaining that I need to pay the remainder of my XXXX Mortgage bill. XXXX needed to call me to remind me to make this payment because I was on an automatic payment plan with PHH Mortgage Services. I promptly made this payment over the phone, and from that point I was under the impression that I was paid in full for my XXXX Mortgage obligation. 

I then continued to receive calls requesting that I pay my the remainder of my XXXX bill. I questioned this request because : A. when I made the payment to XXXX on the XXXX of XXXX It was expressed that I need to pay the remainder of my XXXX bill and B. because I knew that my automatic payment with PHH had been made already earlier that month. 

After multiple conversations with multiple people at XXXX, One individual told me that this situation is being put under investigation, and that I will hear back from XXXX once they have determined what the issue is. About a week had gone by, and I received a call stating that the automatic payment taken on XX/XX/XXXX was actually credited towards my XXXX payment. According to the XXXX person on the phone I was behind in my XXXX payment, therefore my payment on the XXXX of XXXX just fulfilled my XXXX mortgage obligations. 

The reason for some of the confusion Im guessing, I had a check that I deposited into my account in XXXX that was refunded twice. during the time of the check balance was being put into my account, and then taken out, and then back in, and finally taken out again- PHH Mortgage services automatic payment system was trying to pull out my XXXX payment- which ultimately got denied. After I sorted out the bad check situation, I returned my account to a positive balance, and made my final payment. I am not sure as to why XXXX is not disclosing this payment being made, but I can confirm that- even though there were multiple failed attempts to make this payment, it was ultimately successfully made. The woman on the phone stated that the issue came down to me not paying enough in the month of XXXX I called XXXX today, and made this argument to a Mortgage XXXX over the phone. She continued to tell me that BSIs records show that I am missing the remainder of my XXXX payment. She also stated that I need to prove what I am saying is true. I asked her what can I do to prove what I am saying is in fact true. She claimed that screenshots of the transactions on my bank account website will suffice as proof. So, attached is just that- a break down including some of the details I think would be prudent in your investigation of this matter, along with screen shots of the transactions found on my bank accounts website. 

I would request that my account be put in suspense before you take actions against me. I think I have done more than enough for you suspend any reporting to the credit bureau, or charging me any late fees. If for whatever reason you can prove I owe more money, then I will surly comply, but currently, I am confident that I do not owe any more money for the month of XXXX. Additionally, I would gladly pay my bill for XXXX, and XXXX XXXX I have made this statement to every XXXX  employee I have talked to since, ) but I keep being told that any payment will just be put towards the debit I owe for XXXX.

Company response to consumer: Closed with explanation