Consumer complaint received 2015-03-31
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Onity Group Inc. (CA)

On XXXX/XXXX/2015 I tried to schedule my XXXX 2015 loan payment for XXXX/XXXX/2015. The latest date the Ocwen Financial website would allow me to schedule it was XXXX/XXXX/2015. After scheduling the payment, I called Ocwen customer service and was told that their computer system would only allow payments to be scheduled a maximum of 15 days in advance, and that I could change the payment date to XXXX/XXXX/2015 after XXXX/XXXX/2015. When I tried, after XXXX/XXXX/2015, to reschedule the payment I could n't, so I called Ocwen customer service again. The customer service representative said he would have the payment date changed to the XXXX/XXXX/2015. He also instructed me to check the website on XXXX/XXXX/2015 to make sure that the change had been made, which I did, and the payment date had been changed to XXXX/XXXX/2015. By XXXX/XXXX/2015, the payment still had n't been debited from my checking account so I called Ocwen customer service and explained everything about the payment rescheduling. The customer service rep. named XXXX said that maybe the payment had n't processed because XXXX/XXXX/2015 was on a Sunday. He instructed me to wait until XXXX/XXXX/2015 and if the payment still had n't been debited from my checking account to call Ocwen again. I checked on XXXX/XXXX/2015 and the payment still had n't cleared my checking account so I called Ocwen customer service, but I could n't get through. I called everyday from XXXX/XXXX/2015 through XXXX/XXXX/2015, but kept getting rerouted in a telephone loop. 
I sent an e-mail to customer relations explaining that I could n't reach customer service by telephone. Finally, on XXXX/XXXX/2015 I got through to a customer service rep name XXXX who said they had received some information about telephone trouble. I was then given the telephone number to the Research Team because XXXX could see the payment on my account scheduled for XXXX/XXXX/2015, but it had n't processed He also gave me the confirmation number of my payment, XXXX. I called the Research Team and explained that I had sent an e-mail to customer relations because I could n't get through. I was told that they could n't see any payment, but they would research it. 
On XXXX/XXXX/2015, I called the Research Team again and spoke with XXXX who told me that they could n't see a XXXX time payment, but that my attempt to set up automatic payments had n't gone through. I explained that I had never tried to set up automatic reoccurring payments just a XXXX time payment for XXXX 2015. After asking to speak with a supervisor and being told by XXXX that she was capable of handling this situation, she agreed to have some additional research done. As soon as I finished my conversation with her, I called Ocwen customer service and spoke to XXXX. He told me that he could see the payment and that he would have his supervisor take care of it and that any late fees assessed would be reversed. Then I received a letter from the Research Team dated XXXX/XXXX/2015 stating that a payment date had not been selected when the XXXX time payment was scheduled and that they had no responsibility for customer inputs entered. 
They went in and changed the payment date not me. If there was an input error, it was committed by Ocwen, and that 's not my responsibility! I want my payment posted to my mortgage account, I want it posted as of XXXX/XXXX/2015, and I want any and all fees related to Ocwen 's not posting my payment reversed. I have done more than my due diligence in trying to resolve this matter. Now let Ocwen figure out how to process my XXXX XXXX, 2015 payment, in the meantime I wanted my payment posted!