Consumer complaint received 2015-07-31
Company: Ocwen Financial Corporation
State: NH
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
XXXX 2015 - escrow changed for my Ocwen mortgage payment from {$1000.00} to {$1100.00} to account for an insurance escrow I never requested. At this time the account was in good standing and paid up in full. 

XXXX/XXXX/15 - Ocwen receives payment for {$1100.00} XXXX new pymt due amount ) to satisfy my XXXX/XXXX/15 payment. 

XXXX/XXXX/15 - My bill pay changed back the payment to the old amount. A payment was received by Ocwen in the amount of {$1000.00} intended to satisfy my XXXX/XXXX/15 payment. Ocwen wrongly applied the payment to principle, instead of towards the payment. 

XXXX/XXXX/15 - Payment was received by Ocwen in the amount of {$1000.00} intended for my XXXX XXXX, 2015 payment. Ocwen wrongly applied this payment towards principle. 

XXXX/XXXX/15 - I call ocwen after realizing billpay reverted the payment amount, talked with XXXX at Ocwen who informed me that a check in the amount of {$200.00} by the end of the month would get me completely up to date and that there would be no negative mark to my credit. 

XXXX/XXXX/15 - Statement arrives in the mail saying I 'm past due. 

XXXX/XXXX/15 - Payment of {$200.00} was received by Ocwen to bring the account current. Ocwen wrongly applied the payment to principle, for the XXXX time. 

XXXX/XXXX/15 - Received a call from Ocwen, XXXX XXXX ID : XXXX ) who called to collect on XXXX 's payment. I explained that I should be current. She informed me I was correct, and that Ocwen made a mistake with my {$200.00} payment and processed it to principle instead of my payment. She said they 'd readjust the loan. I requested confirmation in writing and email and provided my email address. 

XXXX/XXXX/15 - I get a call from XXXX XXXX ID : XXXX ) who is now my " personal account manager. '' I tell him I already talked to XXXX and I 'm not sure why he called. He said he can see they are working on it. I set up an appointment on XXXX at XXXX for him to call me and confirm the payment has been applied correctly and confirm my account is in good standing. 

XXXX/XXXX/15 - I received a past due notice from Ocwen, I received written proof of our {$200.00} payment, and I received a certified letter saying we are in default on the mortgage. One of the pieces of mail shows {$1100.00} being held as unapplied funds. I bring this up with XXXX at our XXXX meeting. At my request, XXXX goes through the above timeline. He confirms all the pieces related to payments, including when and how they were applied. He confirms that I should be completely caught up, and that as of right now, today XXXX/XXXX/2015, my next payment is due by XXXX/XXXX/2015. He also informs me that there will be no hit to the credit as I never went XXXX days past the due date. I inform XXXX that I am giving Ocwen exactly XXXX days to have the issue completely corrected and to have something in writing ( email okay ) by XXXX/XXXX/2015 confirming exactly what he stated, that I was up to date, and to detail each of the misapplied, reversed, and corrected payments. We set up an appointment on XXXX/XXXX/2015 at XXXX. 

XXXX/XXXX/15 ( today ) I receive a call from XXXX XXXX ( id XXXX XXXX XXXX minutes late. XXXX is no longer managing my case and I am given no explanation why. I inform him the call is being recorded. He informs me Ocwen policy does not allow him to talk to me while he is being recorded. This is immediately after he tells me that I 'm being recorded. I end the recording to be able to determine the status of my account. He confirms the next payment is due XXXX/XXXX/15. When I ask about the status of the written confirmation ( see above ) he has no idea what I 'm talking about. I request it again, and HE TELLS ME THEY DO N'T HAVE TO SEND IT. I tell him that according to the fair debt collection practices act they do. He starts the process to have the " correspondence department '' send me the confirmation in writing. He says I will have it within XXXX business days to my email.

Company response to consumer: Closed with explanation