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

Complaint:
I get nowhere when trying to contact Ocwen. I have XXXX issues with them. 
The first issue deals with extra payment that I had mailed in the beginning of a mortgage modification. I had mailed in the check and then was told not to mail it. 
On XXXX XXXX XXXX Mortgage Services sent me a letter stating they received {$3000.00} on XXXX / XXXX / XXXX. 
On XXXX XXXX XXXX XXXX me a letter stating they have n't received the payment for XXXX and applies a late charge of {$130.00}. 
On XXXX XXXX XXXX XXXX sent me a letter stating they have n't received payment for XXXX and applies a late charge of {$130.00}. 
On XXXX XXXX XXXX I sent a fax to XXXX regarding the extra payment of {$3000.00} plus the late charges. The response I received from XXXX was that the loan was sold to Ocwen and yeah I need to contact them. I had contacted Ocwen many times in between but in the effort of saving time and space the most recent contact begins on XXXX XXXX XXXX. I sent a fax to Ocwen and ask them to please explain certain transactions found in my payment history and what happened to the {$3000.00}. 
On XXXX XXXX XXXX the response I received from Ocwen was a payment history and the statement that they trust the information provided fully addressed my concerns. Which it did not. They sent me a payment history because I had questions on my payment history. 
On XXXX XXXX XXXX I sent a fax to Ocwen do please explain my account history and separately identified XXXX areas of concern and what about that {$3000.00}. 
On XXXX XXXX XXXX I received a response from Ocwen stating they needed 20 more days to research. 
On XXXX XXXX XXXX I received a response from Ocwen stating they need 15 more days to research. 
On XXXX XXXX XXXX I received a response from Ocwen summing my XXXX concerns down to just XXXX : the amounts reflected on the billing statement and explained the payment history. The response was XXXX pages long. The first XXXX and a half pages had nothing to do with my request. Such as when they acquired servicing rights comma when the loan was modified comma the principal balance comma the balloon payment comma the maturity date, the different principal balance, stating they waive the Deferred principal balance, send me another copy of the modification agreement, XXXX payment history, explain how the loan is escrowed, and how escrow functions. They stated that on XXXX XXXX XXXX they processed necessary adjustment. On XXXX XXXX XXXX they receive payment which was incorrectly applied. On XXXX XXXX XXXX they process necessary adjustment. Please note that we have process necessary adjustments and reapplied all the payments correctly. We sincerely apologize for the inconvenience. 
XXXX the XXXX payment is due. 
Now if they would have replied all the payments correctly they would see the XXXX payment was paid. 
On XXXX XXXX XXXX I sent a fax to the research department at Ocwen and provided a transaction history that I received from them showing a single item receipt of {$3000.00} on XXXX XXXX XXXX placed in suspended funds. Please explain what happened to these funds. 
On XXXX XXXX XXXX I received a response from Ocwen stating they will need 20 more days to research. 
On XXXX XXXX XXXX I received a response from Ocwen that the funds of {$3000.00} we 're used to roll a due date. They sending a transaction history. PS XXXX payment is due. 
On XXXX XXXX XXXX I sent a fax to the research Department asking to identify specifically which date was rolled. 
On XXXX XXXX XXXX I received a response from Ocwen stating they will need 20 more days to research. 
On XXXX XXXX XXXX I received a response from Ocwen stating they will need 15 more days to research. 
It was the last I had heard from Ocwen on this subject.

Company response to consumer: Closed with explanation