Consumer complaint received 2015-04-26
Company: Ocwen Financial Corporation
State: NC
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On Saturday, XXXX XXXX, 2015, I received an " Annual Escrow Account Disclosure Statement '' from Ocwen Loan Servicing , LLC for my primary mortgage that they service. The analysis stated that I could pay {$1000.00} to cover the balance that would be needed in the account. I promptly put a check in the mail on Monday, XXXX XXXX, 2015 for said amount. Several days pass, and I inquire every other day until finally on Friday, XXXX XXXX, 2015. After speaking with " escalation specialists '' on different occasions, and since Ocwen could not find the check, I put a stop payment on the check and provided payment over the phone. However, this payment was not applied to ESCROW, but to my principal. I called back the following week, several times to get it resolved, and the money was moved to a " Suspense Account '' and NOT to ESCROW. Enough was enough, I contacted an Ocwen XXXX and started the ESCROW closing procedure. There was a balance of {$1600.00} in this account at the time of the request, which was made the week of XXXX XXXX, 2015 via fax, ombudsman and USPS to cover all bases. The ESCROW account was closed before my next payment due on XXXX XXXX, 2015, and to their credit, Ocwen adjusted the amount of my payment drafted to only be P & I. However, Ocwen still had a total of {$2600.00} of my money at this time. Numerous phone calls again ensued. The week of XXXX XXXX, 2015, I finally receive a check for {$1000.00}, but I was still owed the ESCROW balance. The following week of XXXX XXXX, 2015, I received the ESCROW balance plus another {$1000.00} -- they overpaid me! After working and waiting for 2 weeks with an ombudsman, there is still no resolution. An inquiry into my account revealed that I finally have a negative {$1000.00} balance on my closed ESCROW account, and have not cashed the {$2600.00} check, but plan to on Monday, XXXX XXXX, 2015. I called Ocwen again today, Sunday, XXXX XXXX, 2015 and was told they have marked my account negative because " XXXX payments in the payments in the past 12 month period have been denied by the customers financial institution '' -- apparently, they finally received the check on which I stopped payment, and instead of looking at the notes on the account, they decided to keep trying to deposit it. I 'm not certain if this will negatively affect my credit or not. While this was going on, I have actively been looking to refinance with XXXX XXXX XXXX and hope to close the week of XXXX XXXX, 2015. With this pending action, my bigger concern is that there will be an over or under payment of the mortgage from the XXXX refinance combined with the money I owe them for the ESCROW they overpaid me, and this will take another XXXX 3 months to settle. I 'm also concerned with how they report my account to the credit bureaus once I pay off the loan. Simple processing and mathematics is lost on this company, and the Ombudsman have no way to contact the ESCROW department except via email.

Company response to consumer: Closed with explanation