Consumer complaint received 2015-08-31
Company: Ocwen Financial Corporation
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
XXXX, I submitted paperwork for a loan modification. XX/XX/XXXX, I received a response to start a 3-month trial loan medication ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) packet. XX/XX/XXXX, I received a certified mail notice from the Post Office. I selected for the mail to be delivered to the home address. It never arrived so I did n't know what was sent. XX/XX/XXXX, I was contacted by a loan agent that I needed to make a payment for XX/XX/XXXX because it was now late. I advised the agent that I did n't know how much the payment was since I just completed the trial modification and was awaiting notification of the status from the loan relationship manager. I was told that I needed to make a payment ASAP, since the account was in a forbearance. I made a wire transfer payment, like with the trial modification payments. In XX/XX/XXXX, I made an appointment to speak with my loan relationship manager. He advised me that the modification agreement needed to be signed first before the account could be updated in the system and not show a forbearance any longer. He advised me that this was the certified document that was sent but never received by me. He sent the documentation to me on XX/XX/XXXX via email and regular mail. I was advised to email, fax and mail the signed copies of the agreement to move forward with the loan modification. I had asked if a payment should be sent and he said not to until the documentation was received and I was given acknowledgement. It was not disclosed to me until after the documentation was returned that the payment, interest rate and loan amounts had changed and been increased. XX/XX/XXXX, another loan agent had stated the payment was late and that I needed to make one ASAP. Like before, I complied and made a wire transfer payment. I have spoken with various agents after making other appointments to speak with the loan relationship manager from XX/XX/XXXX to XX/XX/XXXX. I had mentioned that I had a hardship and that the new payment arrangements were not satisfactory. I had inquired about the foreclosure alternative paperwork and was given a packet to file. After submitting the paperwork, an agent told me I did n't qualify, regardless of my current circumstances, because of the recent modification. On XX/XX/XXXX, a loan agent called asking again to make a payment. I told him that I planned to make a wire transfer on XX/XX/XXXX. He said that I could make a payment by phone. I said again that I already have a pending wire transfer for XXXX and it was n't necessary for me to make one over the phone. He then asked for the bank information, in which I gave him since it was different from the previous wire transfers. I had then reiterated that I was not giving authorization to make a payment by phone since I would n't receive a paycheck until XX/XX/XXXX. The bank notified me that the agent had tried to put a payment through with the information he obtained from me even though I did n't give my consent. The payment was n't processed so the loan company sent a letter stating I was going to be accessed a late fee and a return payment fee. XX/XX/XXXX, I spoke with a loan supervisor and was told to send a request to their Research department to have the recorded conversation reviewed. I received a letter on XX/XX/XXXX that the recorded conversation was reviewed and that I had given authorization to the agent at that time. As of today, I still have not heard from my relationship manager and keep getting bounced around to other agents. I received a default letter and another letter that shows the current status of the account is past due. Today I inquired about the foreclosure alternative modification with an agent and he stated that I did n't qualify because the account was considered in good standing. I mentioned the letters and he said that the account is current.

Company response to consumer: Closed with explanation