Consumer complaint received 2020-01-27
Company: Ocwen Financial Corporation
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
The issue is faulty data and scheming on payments. 
I had recently filed a complaint against PHH Mortgage about not speaking to me on behalf of an estate by not giving me access to the online account, not wanting to refinance this extremely high-interest rate and not speaking with me over the phone. The CFPB contacted the company and resolved the issue. I recently got access to the online account and found the mortgage company says that I am in a negative on the escrow. I'm looking at the monthly statements and according to those statements, I should have had well enough funds to cover the escrow. Upon further review, looking at the account, I find they have been charging me a late fee since XX/XX/XXXXwhich should not have been. 1st, I only had access to the statements starting statement date  XX/XX/XXXX in which my escrow YTD balance was {$430.00} YTD. If you look through to the XX/XX/XXXXstatement ( XX/XX/XXXX ), the escrow YTD is XXXX. Looking at it from the escrow balance, the statement date of XX/XX/XXXX, there is an escrow balance of XXXX. Escrow taken from payment is {$73.00}, the balance as of XX/XX/XXXXshould be {$430.00}. Which further proves there were enough monies there for escrow. I called on XX/XX/XXXX to state my case and XXXX agent number XXXX  told me that escrow was paid in XXXX that's why I have an XXXX balance. He kept repeating the script and therefore I could not get an understanding. I thanked him kindly and started to research the matter myself. I found the escrow was paid on XX/XX/XXXX, which meant I did have enough for escrow. 2nd, In the month of XX/XX/XXXX, my bank inadvertently paid PHH mortgage twice. When I asked them about this they asked me to contact PHH Mortgage to ask if they would refund me my money. I declined and told the bank this was their error and they should fix it, in which they did. I'm looking at my statement and PHH mortgage charged me late charges for the return of monies that were never due to them and they have been charging me late charges every since. This claim can be found on the statement date on XX/XX/XXXX. I called them and asked them why was I being charged a late payment when I pay extra every month and they said the payments are late after the XX/XX/XXXX. Mind you I didn't have access to any online documents and the address they had was invalid because they wouldn't talk to me. Once I got access I see on the statements, late charges are not charged until after the XX/XX/XXXX. 3rd,  none of the documents make sense. The year-end documents are different and the annual escrow statement is a mess. I have been going through this with them for over 15 years. In XX/XX/XXXX I paid them almost {$6000.00}, because I didn't know about filing complaints with the CFPB, to get this account straight and up to date. I have been overpaying my bill to make sure this would never happen again, but when you are dealing with snakes they always find a way to slick you. When my mom first passed away I asked them for a signed copy of the mortgage agreement because she had XXXX XXXX and that money was nowhere to be found. I am seriously questioning whether she actually took this loan in the first place. I would like to see the original documents for a signature and if this is truly her loan, please stop taking advantage of the situation. I had to delimit pages from my attachment to comply with the upload requirements. I hope you have enough of what you need for proof. If not, I will be more than glad to provide you with the entire file through another portal.

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