Consumer complaint received 2015-11-30
Company: Ocwen Financial Corporation
State: PA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
We wrote Ocwen to advise that we are very dissatisfied with how our account is being handled. Since the time of our new agreement, which was handled by an attorney in XXXX, we have been paying our monthly mortgage payment of {$770.00} - {$780.00} regularly. After making our XXXX XXXX mortgage payment, we received notice that it had been returned. We contacted Ocwen inquiring as to the reason said payment had been returned. We were advised by a representative that they were unsure, possibly a mistake in the system. We also inquired as to whether any penalties, fees or interest would be imposed due to the mistake & were advised that nothing would be imposed. We were further advised that it would be researched & someone would get back to us. We had resubmitted the XXXX payment with a letter stating that we have not received any explanation & that we have been making the {$780.00} payments regularly. Further confirmed in the letter that we were advised that no penalties, interest or fees would be imposed. We made our XXXX payment as scheduled ; again that payment was returned along with the XXXX payment with no explanation other than " Demand/Demand Expired ''. We once again submitted XXXX, XXXX and XXXX payments with a letter requesting an explanation as to why they were being returned as well as confirming that no penalties, fees or interest would be imposed since payments were made on time, but refused. We also advised that should they continue to return payments with no explanation that we would be contacting our attorney. Once again ; payments were returned with no explanation. We made our XXXX payment & resubmitted XXXX, XXXX & XXXX XXXX XXXX XXXX we received a certified letter enclosing a modification packet. We contacted Ocwen who advised the reason our payments were being rejected was due to the fact that the payment was not in an amount enough to satisfy the monthly payment. We were further advised that in XXXX XXXX our monthly mortgage payment had increased due to the " Escrow Analysis ''. We were advised that said analysis was sent to us. We never received said analysis. We were also advised by the rep that they supposedly sent out notices every 30 days advising that our account was delinquent ; that due to our bankruptcy they are prohibited from notifying us via telephone. We have never received any such notices. The rep further advised that beginning in XXXX XXXX our monthly payment once again increased due to the " Escrow Analysis '' that was supposedly sent to us in XXXX. We advised that we never received said analysis & had we received same that we would be making the necessary payments. For the time period of XXXX XXXX through XXXX XXXX all payments of {$780.00} were made and accepted w/ no notification that said payments were insufficient. The rep advised that the reason the payment had been increased was due to taxes and/or insurance increases. We contacted our insurance agent as well as the tax collector. We were advised that the increase from XXXX to XXXX was less than $ XXXX/year combined. We can not understand the reason why our escrow would now suddenly be in the negative after all this time. We also can not understand why they would accept payments for a year w/o notification that said payments were insufficient, yet beginning in XXXX XXXX they begin to return/ refuse said payments. When contacting them again rep advised that due to the " Escrow Anaylsis '' and the " cushion '' that our account had gone into the negative. Payments were not being accepted as they were not enough to cover the amount due & that since the account was over 90 days behind that partial payments would not be accepted. We have never received any Escrow Analysis. Now they want to demand over {$6000.00} to avoid foreclosure.

Company response to consumer: Closed with explanation