Consumer complaint received 2016-05-17
Company: Ocwen Financial Corporation
State: CA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
I received a letter from the Mortgage company stated that they 'll impose an escrow fee for me that will be on top of the regular mortgage payments for insurance that they needed to re paid back. I was surprised that all these 10 years, since I bought the property in XXXX XXXX, CA. 
No request or ideal as such came to my attention.Since the property that the mortgage company have the lien on was insured by the home owners association from the outside, I believed that it was sufficient for the mortgage company to be satisfied with.After I saw in my mortgage statements a new charge under " escrow '' description for : {$18.00} that I was questioned it since it never appeared before. When the mortgage company informed me that it was for inside insurance that they replaced on my expense, without my knowledge, I was very disappointed and surprised how could they automatically do it without my agreement to accept the new demand from them. I called to question this sudden extra new charge by them, and they explained that they 've sent me few letters to make an inside insurance to my property that they have the loan on, and I told them that no letter, came to my address with this new request. I 've asked them if they sent it certified in any time, and they could n't find any prof of mail sent certified. Therefore, I 've asked them to remove these extra charges from my account since I never received any request to do any of the inside insurance on top of the other insurance through the XXXX that I have for many years. They insist to charge me any way even though I already bought an inside insurance from XXXX/XXXX/XXXX through XXXX/XXXX/XXXX and paid for it the whole year in advance. They still wanted me to pay for a previous letter ( that I never saw or received ) from XX/XX/XXXX until : XX/XX/XXXX. I told them that a demand like it seems very injustice and wrong to automatically impose on my bill. They still claimed that they could n't reverse these charges for me since they 've sent me few letters to pick an insurance company ahead of their start up charges time, and I said that I never saw nor received any of these letters that they supposedly sent. They keeping on charging me from the total mortgage statement bill these extra amount for the insurance that they called : '' escrow '' in their specific description and I feel that they should n't charge me for a new request that never came to my knowledge to buy, at any time ( XXXX years since I have the loan with them ) And reverse those charges back from my account. They refused to do so, even though they ca n't provide the prof of any of these letters that they mailed to me.I spoke with the customer service department on XX/XX/XXXX.They 've asked me to send them a fax letter to the research department to address this issue, and still they ignored my request.On : XXXX/XXXX/XXXX I spoke with : XXXX.I.D. # XXXX and she could n't help me than.So, I 've asked to speak with her supervisor : XXXX.I.D. # XXXX on the same day:XX/XX/XXXX and she asked me to fax her again the same letter that I 've already faxed to the research department before.But she gave me a different fax number, which I did fax to her while she was on the phone with me. She still could n't confirmed that she received my fax, even though I got a confirmation in my end that it was arrived to her fax # on the same day. ( XXXX/XXXX/XXXX ). She told me that she 'll call me after she 'll see it, and I never received any phone call from her back. I called again on the XXXX/XXXX/XXXX and spoke to : XXXX. I.D . # XXXX and she said that this charges ca n't be reversed or credited back to me.I feel that they way that this mortgage company acted toward me was in a bad faith, they discriminate me and imposed charges that are injustice on my account without my knowledge and it 's unfair and wrong.And against the law.Thank you for all your help in this matter to solve this long, exhausting issue.

Company response to consumer: Closed with explanation