Consumer complaint received 2015-05-29
Company: Ocwen Financial Corporation
State: CA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
approximately XXXX years ago my home loan was sold to OCWEN by Indy Mac Bank during the time the loan was transitioning from a fixed rate to an adjustable rate. My payments at the time with Indy Mac was {$2500.00} until the agreement was to change XX/XX/XXXX ( adjustable rate based on current interest rate ). OCWEN was suppose to mail me new payment schedule XXXX days prior to XX/XX/XXXX which they did n't. I mailed a mortgage check on XX/XX/XXXX for the normal amount which they received and cashed. I was called a few weeks later from an OCWEN rep inquiring why my payment was n't made? after several min of arguing she admitted they received my check cashed it and was holding it in another account because the amount sent was " too much ''. The new amount for XX/XX/XXXX was {$1900.00}. I paid this amount for the entire year with NO issues, calls correspondence from OCWEN. prior to XX/XX/XXXX I waited for the supposed " XXXX day letter '' letting me know what my new payment schedule was because I knew the current interest rate was lower than prior year. The notification never came and I mailed a payment of {$1900.00} as normal and the same issue arose again. Phone call after phone call from different reps asking why my payment was n't made? similar to last time a rep finally admitted they received my check XX/XX/XXXX as normal however it was n't the right amount and they were holding it? per my XXXX Bank the check was cashed. The rep I was speaking to told me my new payment schedule was {$2600.00} which was curious because the interest rate had lowered. I contested this and I was transferred to an escalation manager XXXX XXXX ID # XXXX who took my information and confirmed I was current on my account, no delinquency noted and the previous rep was WRONG with his calculations. He assured me he would research this and would contact me in XXXX business days with a specific time he was calling. He called the very next day and told me " OCWEN made a mistake, your new rates as of XX/XX/XXXX is {$1.00}, XXXX '' " The {$1.00}, XXXX being held would be applied to XXXX 's payment obligation and the overage would be applied to principal balance ''. He assured me the phone calls would stop and if they continued to contact him via email : XXXXXXXXXXXX. The harassing phone calls continued relentlessly from OCWEN reps claiming I have n't made my payments and when I explained to them XXXX XXXX the escalation manager took care of your mistake they would not except that as an answer. The would not transfer me to him they would only email him on my behalf to have him call me at which time he has not called me. I emailed XXXX XXXX on dates XX/XX/XXXX and XX/XX/XXXX explaining my situation and asking for help to no avail. I try to call the only number provided however it is answered by a voice mail when prompted to my account states " they have received my payment of {$1900.00} on XX/XX/XXXX and my new rate is {$1500.00} as of XX/XX/XXXX ''. When prompted to a live person its a call center in XXXX and the reps state the same thing " this situation was escalated to Manager XXXX XXXX and he is investigating the matter and will get back to you ''. They always transfer to another escalation manager who immediately states I owe them {$2600.00} a month and also agree my new rate is {$1500.00} which is frustrating and confusing. They also agree that my account has never been delinquent and I have never missed a payment however the harassing calls continue. Each new manager assures me they will email XXXX XXXX to call me which he does not. On XX/XX/XXXX I a received certified letter from OCWEN stating I am in default and they are moving to foreclose on my property if I do not respond in XXXX days by phone call ( same XXXX number that goes to an XXXX call center ) or written form. I received a new payment invoice for XXXX payment which now states my new payment is {$1100.00} which now contradicts everything.

Company response to consumer: Closed with explanation