Consumer complaint received 2015-12-08
Company: Ocwen Financial Corporation
State: PA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
We received our county school tax bill in beginning of XXXX 2015 and immediately mailed it to our mortgage loan company, Ocwen Loan Servicing, on XXXX/XXXX/15. We followed up with repeated phone calls to insure Ocwen received this tax bill and would be paying it at the discount value. During a call on XXXX, we were informed Ocwen had still not received the bill, so we were instructed to email it to the tax department, which we did. On XXXX, Ocwen customer service representative XXXX told us that our bill was paid at discount value of {$3700.00} on XXXX. Therefore, we thought this issue was resolved until we received a letter from county tax collector on XXXX stating that our school tax payment had not been received. That same day we immediately called Ocwen and learned the XXXX payment had been mailed to the wrong address and was returned uncashed to Ocwen on XXXX. In running an escrow disbursements report on Ocwen 's online portal we discovered that another payment was issued from our escrow account at tax bill face value {$3800.00} on XXXX. The report then showed this payment credited back to our escrow account on XXXX. During the XXXX call to Ocwen, we were told a third check would be issued at penalty value {$4200.00} and that Ocwen would absorb all penalty fees. During this call with Ocwen customer service, we relayed the correct mailing address and payable party from our copy of the tax bill that was sent to Ocwen XXXX XXXX in XXXX 2015. On XXXX XXXX tax collector had still not received our tax payment, so we called Ocwen and spoke to customer service representative XXXX, who told us a new tax payment was dispersed on XXXX and to allow extra mailing time due to the XXXX holiday. On XXXX XXXX tax collector had still not received our tax payment ; she asked that Ocwen call her directly. On XXXX at XXXX we spoke with Ocwen escalation manager named XXXX ( agent ID XXXX ) who said she would look into our situation and call back- she said she could not call our tax collector because she did n't have enough information to do so. At XXXX that same day, XXXX called back and said she tracked the tax checked mailed XXXX and it was en route back to Ocwen because it was mailed to the wrong address again. We again relayed correct mailing address and payable party from our copy of the tax bill that was sent to Ocwen XXXX XXXX in XXXX 2015. XXXX said she 'd have the tax dept reissue the check tocorrect address and have it sent via overnight. On XXXX at XXXX we left a voicemail for XXXX to find out status of tax payment ; she called us back at XXXX and left a voice mail to call her back, which we did that same day at XXXX. Today is XXXX ; we have called XXXX and left messages. We have called Ocwen customer service asking to be transferred to the escalation dept but was told that depts phone lines were down. Today we ran an escrow disbursements report on the Ocwen online portal and funds have not been credited back to our escrow account for the XXXX tax check mailed to the wrong address. There is also no evidence that a new check has been reissued or mailed overnight. XXXX XXXX tax collector confirmed today that she has not received our tax payment. If she does not received our tax payment check this week, funds will need to be guaranteed funds- cahiers check, money order, cash. Our tax payment must be received XXXX XXXX tax collector by XXXX XXXX, 2015 ; otherwise the case goes to tax claim agency. Our loan has been at Ocwen Loan Servicing since XXXX 2015 and has been greatly mismanaged. In addition to this tax issue, our hazard insurance was paid 9 months before it was due because Ocwen did not have paperwork filed properly. It 's very difficult to get someone on the phone at Ocwen that can help with any situation because one dept has no idea what other depts are doing.

Company response to consumer: Closed with explanation