Consumer complaint received 2021-10-30
Company: Ocwen Financial Corporation
State: AZ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I believe this would be considered a loan modification and imposter scam which was performed by an individual who was claiming to be PHH MORTGAGE SERVICES ( PHH ) employee and was demanding payments in the form of a pre-paid XXXX debit/gift card to cover trial loan modification payments, escrow shortages and/or to avoid foreclosure. This imposter was calling from what appears to be a legitimate PHH MORTGAGE SERVICES phone number. The total amount paid into scam : {$2300.00}. 
Please see notes that follow... 
On XX/XX/XXXX I received a call from a Male who called himself XXXX XXXX and stated that he was a account modification manager at PHH Mortgage, our Mortgage company. The phone number he called from was identified on caller id as a PHH phone # : XXXX. XXXX said he was calling to confirm status after the COVID program to inquire into if we still needed help with keeping up with the payments. XXXX stated that he was able to offer us a loan modification that would lower both our interest rate and our payment. He went onto say that the interest rate would change from 2.75 % down to 2.25 %, and the new monthly payment from the {$990.00} to {$790.00}. 
He went on to explain the program and how it will be set-up. There will be 3-trial payments. Starting today, ( XX/XX/XXXX ) I was to make the 1 trial payment of {$790.00} for XXXX then there will be 2 additional payments of {$790.00} for both XXXX and XXXX on the XXXX of each month. At that time I had already made the XXXX payment of {$990.00} on XX/XX/XXXX which had already been applied to the account. XXXX said that that payment will be removed and applied as a suspense payment. Then after the 3-trial payments that suspense payment will be applied to the account as the 1st new modification payment in XXXX. I asked for the info for sending the XXXX XXXX payment, and XXXX advised that I could save money by sending the payment by way of a cash card thru XXXX for a fee of {$1.00} for each card, whereas XXXX XXXX will cost {$37.00} - {$52.00}. He advised that I will need 2-cards due to there is a {$500.00} limit on the card. Once I purchased the cards, I was to Call him back with the payment info so that he could make sure it was processed immediately and correctly, and he would give me a confirmation number for the payment. I went ahead and purchased the 2-cash cards. 1 for {$500.00} and 1 for {$250.00} ( in error ) the 2nd amount was supposed to be for {$270.00}. When I called him to forward the payment information, I advised him of the error he said I can make it up on the payment next month. He gave me a payment confirmation number of : XXXX, and then set-up a call back date in order to set-up and process the XXXX payment. 
XXXX called me back on XX/XX/XXXX to set-up the XXXX payment ( XXXX pymnt conf # : XXXX ), and XX/XX/XXXX to set-up the XXXX payment, ( XXXX ). All payments processed the same as the 1st payment. I have all the XXXX cards used to make the payments, as well as those payment confirmation numbers given to me by XXXX. 
I found out about the scam when a representative from the mortgage company called me on XX/XX/XXXX asking for the XXXX and XXXX payments. After I explained that there must be an error, that Ive been making the payments, and gave them the payment confirmation numbers, they advised me that they believe that it was a scam. That I should file a complaint with the FTC which forwarded me to you. 
Now XXXX continues to call me. The most recent call I received from him was on Tuesday, XX/XX/XXXX. I did not answer his call. I didnt want him to know I was advised of the scam so he could change his phone number. The phone he last called me from was : XXXX. Which he has called me from over 20+ times. Im hoping to try, to retrieve some of these funds thru XXXX. Due to that it was used as a fraudulent transaction. 
Also, I'm sure that he will call me back to process another payment, and I don't know how or what I should do in handling it. Please review complaint and advise as to how I should handle things from here. 
Also, is there a confirmation that I will receive, stating that I filed this complaint so that if XXXX requires it when I request a refund of the funds?

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