Consumer complaint received 2016-02-02
Company: Ocwen Financial Corporation
State: FL
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
I applied for a modification due to XXXX XXXX. I was n't late but I was struggling to make payments now with XXXX additions. I called Ocwen and was told they are sorry they ca n't do anything for me because I have never been late since in 5 years. So, I became late in order to be approved. A partial reduction of balance was granted ( monthly payments remained the same and increased by a few cents ). I was placed on a payment plan, but due to incorrect online account balances, non updated & erroneous balance on Ocwen 's phone system, that paper statements and rep informing me wrong infor when I called to verify which payment do I pay, my payments were returned on several occasions. By the time the payments were sent back to my bank, it was 30 days or more. I explained countless time the money needs to be returned timely so I can use it to pay off the balance, but was always given bad run around info. I received a call from a relation manager that said I no longer have to pay the payment plan, and he has ended after paying them. So, I asked if I can get something in writing. He said he is updating the system and they do not send out anything because his word is in the system. Weeks later I received a call apologizing for the information that. Confused, I attempted to do a phone payment with him so I pulled over only to be told he can not get partial payment and that now this makes me late " But, XXXX XXXX you do have to pay it. '' In turn they reported me as being late and charge me late fees more than the {$10.00} reported on statements and Certified mails fees because they said they had to send someone out to do a property inspection to visit the place, which was not done especially because it is a double-door security keyed camera entry unit, yet they charge me over and over. 

Secondly they send out XXXX statements a month whenever they feel like. Monthly statements should occur every month. Double statements were sent for the month of XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX. And, each time charging late fees. 

Now, I have XXXX mortgages with Ocwen. I became current and paid of account # XXXX ( 10.3750 % ) XXXX XXXX. The larger account XXXX ( 3.125 % ) had an Ocwen forced placed XXXX policy. I purchased my own and it took a great deal of work just to get them to update that and remove their forced placed. Whenever I call to ask for an updated balance for XXXX they are unable to provide the new numbers with an updated balance and tell me to call back. I do. Same thing. Next thing I know I 'm getting foreclosure notices and more fees. I 've depleted my savings out of fear of losing my place. The forced policy was an additional and additional {$100.00} a month. 

Why are so many statements going on. On top of that on XXXX/XXXX/XXXX XXXX XXXX Agent # XXXX said that the balance is {$1100.00}. When I log in, they reported me to the credit bueaurs for {$3200.00}. They told me if I pay anything other than what is reported the payments will be returned the same way they were received and they can not put me on a payment plan unless I pay them off in full. 

Ocwen takes advantage of people to the extreme.

Company response to consumer: Closed with explanation