Consumer complaint received 2015-09-10
Company: Ocwen Financial Corporation
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I have been mistreated by Ocwen Loan Servicing , LLC ( Ocwen ) consistently since XXXX 2015 with regard to payment of the outstanding loan balance to reinstate a mortgage that is in default. On XXXX/XXXX/15 I spoke to a Customer Service Representative ( CSR ) who provided me a total amount due of {$8900.00} that was required to reinstate the loan. This figure was the total due through XXXX/XXXX/15. I was instructed to overnight the certified payment to an address the CSR provided to me. I followed these instructions and have the emailed proof of delivery from the USPS that clearly shows the signature date of acceptance by Ocwen as XXXX/XXXX/15. I subsequently called about a week later to make the XXXX loan payment via their telephonic system. The system did not have the {$8900.00} payment posted to the account so I was not able to make the XXXX payment. I therefore spoke to another CSR to inquire why my payment was not posted. He indicated to me that my account was flagged for a modification so the payment could not be posted. He said to give it another few days and that everything should be fine. I ended up having to call back several times and escalate the issue to a Supervisor who listened to the previous recorded calls and reviewed the notes on the account. The Supervisor told me the receipt date of the payment was XXXX in their system even though he verified via the USPS tracking that it was received on XXXX. All attempts to correct were to no avail. After nearly XXXX days of holding my {$8900.00} without posting to the account, it was returned to me with a letter stating the funds were insufficient to reinstate the loan. I spoke to XXXX XXXX, my relationship manager in the home retention department and she also did not understand why this happened. She ultimately instructed me to make payment of {$10000.00} to reinstate the loan. This amount is valid through XXXX/XXXX/15. We agreed I would return the original cashier 's check of {$8900.00} with a XXXX cashier 's check in the amount of {$1400.00}, both of which total the {$10000.00} required to reinstate the loan. She provided a different address for me to overnight the payment which I did on XXXX/XXXX/15. I also have the USPS proof of this delivery which verifies Ocwen signed for these payments on XXXX/XXXX/15. I scheduled a follow up call with XXXX at her first available appointment which is XXXX/XXXX/15. In the meantime, on XXXX/XXXX/15 Ocwen returned the original cashier 's check in the amount of {$8900.00} to me with a letter stating the funds were insufficient to reinstate the loan. I received this letter on XXXX/XXXX/15. The {$1400.00} check was not returned with this letter. XXXX indicated to me in a call after I sent the XXXX checks in that she received a call from the cashier 's office asking if she approved the {$1400.00} to be applied to the loan. She approved it. When I received the {$8900.00} back, I called Ocwen and again had to speak with another CSR because XXXX was not available. This CSR explained on XXXX/XXXX/15 that the {$1400.00} was also going to be returned to me. We discussed the agreement made with XXXX that I would send in XXXX checks. The CSR stated to me " they '' wanted it in XXXX check. I explained this is not possible. These are cashier 's checks. No where and at no time was it stated to me in writing or otherwise, that I needed to send in XXXX check. I have NEVER experienced a company not honoring not just XXXX agreement made ( on XXXX ), but XXXX I have been through this lack of honoring agreement/instruction provided to me. I have done exactly what I was asked both times. I am now reluctant to send the checks back as I fear they will simply return them again. Please help. Thank you. 
XXXX XXXX XXXX ( Successor Trustee to XXXX XXXX XXXX Declaration of Trust

Company response to consumer: Closed with explanation