Consumer complaint received 2017-02-12
Company: Ocwen Financial Corporation
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
OCWEN has unilaterally and in clear violation of the loan modification agreement I signed in XXXX as a result of a very real financial hardship, increased the monthly mortgage ( PITI ) payment to the tune of an additional {$400.00} dollars, a 14.3 % increase within the first six ( 6 ) months since I signed the loan modification in XXXX of XXXX. I have repeatedly questioned this with OCWEN representatives and through correspondence which has not been answered and even though they can not negate my argument based on the agreement, they dance around the issue and state that, from their perspective, it is justified and allowable as part of the agreement. 
I agreed to a payment of {$2800.00}, one that the loan modification agreement states will remain the same for at least the first year of the agreement. Please be mindful that I was clearly told when I inquired, that the delay during the trial modification plan in offering a permanent loan modification was due to the need for their financial department to look at and analyze every detail of my hardship situation, including pending payments, escrow amounts, real estate taxes, insurance costs, etc. to ensure that the proposed monthly payment would be one I could pay within the income analysis guidelines. Not only did I submit the requested application information, I was also contacted on two occasions by OCWEN representatives to discuss the details. Based on the latter, how can there be such an increase within such a short period and in violation of the first year, as stated in the agreement, when in fact, their financial experts looked and analyzed every detail in the situation. The payment is now up to {$3200.00}. 
In addition, attempting to speak with their claimed relationship manager for the loan is an impossible task, as he/she is never available, and when one speaks with an alternate one, they suggest I speak with the assigned one, not to mention the delays, sometimes weeks, before an appointment can be scheduled with the person. OCWEN is not acting in good faith. 
Yes, I am trying to get back on my feet as a result of a new job started in XXXX, however, there is no justification for the unilateral jump in the monthly payment. Mixed signals are common within OCWEN as one representative will tell you something and the next one will interpret and advice differently. 
A perfect example of this is a recent conversation with XXXX representatives reference my mailing of a recent payment, wherein one of the representative tells me I need to pay an amount over {$12000.00} for what they claimed was reinstatement, another tells me only half of that amount is due and a XXXX one tells me to send the regular payment via US Mail to the above address, as I planned originally planned and have done in the past and did. 
Prior to filing this complaint, I sent a detailed email to OCWEN 's ombudsman 's e-mail on the XXXX of XXXX and as of this date, received no response. In addition, the earliest date my relationship manager is available is XX/XX/XXXX at XXXX, thus no option but to wait until then to speak, assuming he/she calls me. I am receiving contradicting misinformation from OCWEN and it warrants immediate clarification and discussion as to what information is correct and options available to me based on the circumstances due to the sensitive nature and time of the matter. I have repeatedly requested a responsible and competent response from OCWEN, to no avail. 
I am requesting your office 's assistance in ensuring OCWEN acts responsibly and ethically in their servicing of my loan. Based on my experience with them and the unanswered letters, copies of which I have, and their lack of response, their actions warrant action from CFPB. I look forward to a positive resolution. Thank you for your assistance. XXXX XXXX XXXX.

Company response to consumer: Closed with explanation