Consumer complaint received 2017-06-19
Company: Ocwen Financial Corporation
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I went online in   XX/XX/XXXX  to make my payment for  XX/XX/XXXX  and  noticed that my information had been changed including the amount due, the due date online reflected next payment due of  XX/XX/XXXX  and the due date should have been  XX/XX/XXXX  ) as a result of someone changing my due date I could not make my payment for  XX/XX/XXXX on line as a result of my due date being altered. Up to this point I have not had any problems making my payments on line.  <P/> My assumption is that when my Chapter  XXXX  Trustee sent a request to the Ocwen on  XX/XX/XXXX  for  Final Cure  Payment the cashier did an assessment of my account to respond to the request and he/she changed/altered the due date. They completely re-applied my funds which resulted in them listing my account as past due as a result this locked me of my account on line preventing me from making a payment.  <P/> Initially, on  XX/XX/XXXX  Ocwen 's response to the Trustee 's request was that my next payment due was  XX/XX/XXXX  which was correct information, the very next day they sent an amended respond the next payment due was  XX/XX/XXXX  which was incorrect. At this point was when I noticed my funds were being REVERSED resulting in the cashier listing my account as past due.  <P/> In addition, the amount due was incorrect ; it reflected an amount due of {$660.00 } ( m y monthly payments are {$1100.00}. ) My account reflected {$660.00} due actually prior to the assessment of my account. I had not received any letters of explanation as to why the payment amount changed for   XX/XX/XXXX . As of the date of this complaint I have not received an explanation as to why the payment due for  XX/XX/XXXX  decreased to {$660.00} and they now have it the same for amount due for  XX/XX/XXXX is {$660.00}. Again, the information online is stating amount due for  XX/XX/XXXX  is {$660.00} and my payment for  XX/XX/XXXX is paid and was paid for the amou nt of {$1100.00}.  <P/> Also, under the Recent Payment History : on  XX/XX/XXXX , it was listed twice as {$1100.00} payment Rev. Which indicated to me that once again someone has re-applyed my funds incorrectly which always results in and error with regard to my due date.   I tried to resolve this issue with Ocwen I spoke to a representative on  XX/XX/XXXX  agent #  XXXX  and learned that the funds had been reapplied by the Cashier Department with no notation as to why on  XX/XX/XXXX  this had been done.  <P/> I also learned that an amount of {$490.00} was placed in suspension but no explanation as to why. The agent had me speak to an Escalation Manager in the BK department Agent ID #  XXXX  who stated he would have my concerns researched and send me an email of the findings which usually takes 10 business days.  <P/> In short what I received was what looks to be an Excel document of payments with : date due, due amount, date paid and paid amounts columns dating back to  XX/XX/XXXX  and the date due and date paid columns totally do not make any sense what so ever and the amounts and date column are have been absolutely inaccurately entered.   And the end result is that they still have my account as past due when my account is current.  <P/> I went through a similar situation that occurred in  XX/XX/XXXX  with Ocwen where my funds were not being applied correctly now once again I am faced with this issue where once again my funds have been altered and reapplied and now resulting in my account being listed as past.  <P/> Ocwen acquired my loan in  XX/XX/XXXX  my account was current and to date I have never missed a payment.

Company response to consumer: Closed with explanation