Consumer complaint received 2017-06-01
Company: Ocwen Financial Corporation
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XXXX XXXX 2017, my closing attorney used the automated phone system at Ocwen Mortgage to order a payoff quote on my loan. They requested the payoff good through XXXX XXXX 2017. The payoff was faxed to them with a good through date of X/XX/2017 and I was charged a {$10.00} fee for the quote. I assumed this was a fee for Ocwen having to fax the payoff to my attorney. <P/>My closing date was XXXX XXXX 2017 and I did not want them to send Ocwen payoff funds for a XXXX XXXX 2017 payoff as they would be sending too much money. I would then have to wait for Ocwen to refund the payoff over payment to me ( which was approx {$300.00} ). On XXXX XXXX 2017, I went online and requested the payoff good through XXXX XXXX 2017 and received the payoff with the correct good through date this time. Ocwen charged me another {$10.00} fee for the quote. I did not understand why this fee was charged as I did not have it faxed anywhere and there was no disclosure on their website advising me that a fee would be charged. <P/>On XXXX XXXX 2017, I called Ocwen and requested that they waive the {$20.00} in payoff fees and was told by their customer service rep that that was not something that he could do. He advised me to send a written request and someone would look into it for me. I tried to send Ocwen a written request through their website but after typing up the request, clicking on the " send '' button did n't do anything. I tried twice, once using XXXX XXXX and once using XXXX XXXX XXXX. I was finally able to send the request to them using XXXX XXXX on my mobile phone. I also filled out a Customer Service Survey and explained that I was very unhappy with the service I received. <P/>I received a phone call today, XXXX XXXX 2017, from Ocwen in response to the poor rating I gave them on the survey I submitted. The Ocwen rep asked me how he could help and I explained what I was trying to do and that I just wanted the {$20.00} payoff fees waived because the first payoff quote was not what was requested and the second payoff quote was not faxed and it was not disclosed to me that they would charge me a fee. He told me that he was very sorry but there was nothing he could do. They do not waive payoff fees and he could see that two quotes were issued so I owed the payoff fees as charged. After explained again why I was not satisfied with his answer, he said that there was no way that the first quote was issued with an incorrect date because it was impossible for their system to be wrong. I informed him that my closing attorney 's office stated that they have this problem with Ocwen on a consistent basis. They request a payoff good through 7 days after a closing date but they consistently receive a quote that 's approximately 30 days in the future. The Ocwen rep basically repeated what he had already said and informed me that he would bring the non-disclosure of fees up in his next team meeting. <P/>I realize the amount of money is not substantial, however, if they consistently charge fees without disclosing them or charge fees when a mistake is made and then charge another fee to make a correction, serious fee income is being generated using unfair practices.

Company response to consumer: Closed with explanation