Consumer complaint received 2017-07-21
Company: Ocwen Financial Corporation
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We had a mortgage loan with XXXX XXXX,  fought for nearly 4 years ( serious stress! scandalous ways of this bank are too many to mention! ) Finally received the loan modification and made our trial payments and were accepted with final documentation. First loan payment at the new rate was to be XX/XX/XXXX. Than they did what they do best! They sold our loan to a new servicer XX/XX/XXXX. Meaning the first payment of our new loan modification was XX/XX/XXXX at the new rate. My husband not wanting this payment late sent the first payment to the prior Servicer of XXXX via XXXX to ensure it arrived asap that day. I was not happy, but thought no big deal that will be shown on our account and transferred with all our docs to the New Servicer, Ocwen Loan Servicing. I called within hours of that payment being made only to be told that XXXX received and accepted the payment, nothing more XXXX XXXX could do at this point. I called XXXX, they refused to speak to me as the loan is now in Ocwen 's hands. I called Ocwen, since this is a new loan in can take 20-30 business days for all documents to be transferred to the new servicer. They said, no problem it should post soon and we 'd be fine. They also confirmed that we 'd be fine with the loan modification docs. Come the middle of XX/XX/XXXX after many calls to check in they still did n't have our loan mod docs and we were getting calls asking for our monthly payment and foreclosure notices. I have over the last 4 years and 8 months spoke with well over 100 people, alot of them from XXXX that did nothing for me but get me so angry I could n't speak by the time I got off the phone. Hundreds of WASTED hours of talking to people, faxing documents, emailing and asking for my payment status, finally only until this year told I can talk to a supervisor after asking for years for my calls to be escalated to no avail! Then run around and around with so called 'research requests ' only to be told no payment here we sent it to you. Many confirmations via phone and documentation from XXXX XXXX that the $ was cashed and they have nothing to do with this until Ocwen initiates the transfer of money back to us. Ocwen says they sent it but never has provided any details, was it a check, what check #, was it cashed? when was it sent, was it XXXX XXXX? When was it sent, etc. NOTHING. Finally in XX/XX/XXXX got an escalation mgr to finally get our money they claimed they never had to be sent to XXXX XXXX back to us in XX/XX/XXXX. BUT, they refuse to admit ( and said so in writing ) that XXXX had it the whole time and they will not reverse the negative reporting, or give back the fees/costs or do anything more. If XXXX had it the whole time why did they give it back??? Got ahold of the Ombudsmen and it 's again being worked on someone who says they will get to the bottom of this and get back to me by XX/XX/XXXX. I WILL file suit, to get some recourse - if this sounds familiar and you want to contact me in regards to a class action I 'd be interesting in chatting, II know we are not the only ones dealing with this. They also have kept my unapplied funds over the last 4+ years when they were to return after 90 days and then decided once we paid the money they sent back to us that they would take all my unapplied funds and conveniently pay off all the illegal and invalid fees and costs they 've been charging to our account for years! I 'm over giving them chances and should have sued years ago! DO NOT GET YOUR MORTGAGE WITH OCWEN!!! They are horrible and the worst to deal with - very uneducated in the industry and unable to answer a question without having to read from their scripts that give you nothing!!!

Company response to consumer: Closed with explanation