Consumer complaint received 2015-05-08
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Onity Group Inc. (VA)

Ocwen had alerted us that we had missed a XXXX XXXX payment. We were adamant that we had sent the payment, but we had no bank records because we sent the payment in the form of a XXXX XXXX XXXX gram. We entered escalation at that point in an attempt to find the missing XXXX payment. 
During the early escalation process we had several different representatives give us varying stories regarding which payment we were missing ( we were told it was XXXX XXXX, XXXX XXXX and XXXX XXXX ). We began to record the calls ( with the knowledge of the representatives ) because everybody was giving us different information. At first we were told we were missing XXXX payment and then we would be told that we were missing XXXX payments? 
In XXXX of XXXX we requested and received an account ledger/audit that documented every payment since XXXX. It made NO sense. Not only were payments misapplied/missing, but our suspense account was missing money. 
In XXXX of XXXX we decided to just make up the payment ( s ) that Ocwen said we were missing, which at the time we were told was XXXX XXXX and XXXX XXXX. We did so because it was not worth the damaging credit reporting. In XXXX we sent XXXX payments ; XXXX for {$1800.00} ( the missing two months, according to ocwen ) and another for {$900.00} ( the current month payment ). Those payments should have brought us current as of XXXX XXXX. 
In XXXX XXXX, we were still being documented as 90 days delinquent? I called Ocwen and began another escalation process. 
At that time Ocwen stated that we were also missing XXXX XXXX payment ( which had never been brought to our attention before ). We were also told that our {$1800.00} check was returned along with the {$900.00} check from XXXX XXXX? We were told that they were returned NSF? 
We printed out 2 years worth of bank statements showing that ALL payments had been made, none were returned and NO FUNDS were ever credited to our bank account by ocwen. 
I have sent our records to ocwen on XXXX occasions showing that the:1. XXXX XXXX payment was made and received by Ocwen2. Both XXXX XXXX payments were paid and received by ocwen. ( {$1800.00} & {$900.00} ) 3. Ocwen never credited the {$900.00} check from XXXX XXXX back into our bank account in XXXX. 

Our account should not only be current, but we should have a heafty suspense account balance. Ocwen has taken several payments from our suspense account to " cover missing payments '' that were never actually missing. But even then, our monies are not being applied to the loan? 
The short version of this story is that Ocwen lost a XXXX XXXX payment, we couldnt prove we paid it becasue we lost our money gram receipt. The we were told that we had mnissed XXXX XXXX payments ( XXXX and XXXX ), even though we knew that was no correct, we paid the XXXX missing payment plus the current mortgage payment in XXXX XXXX, and those payments were lost and/or not applied to the loan. Then after that they informed us that we were also missing a XXXX XXXX payment. 
Attached are all the bank records showing that WE DID make those payments ( XXXX {$1800.00} and {$900.00} ; XXXX XXXX ) and Ocwen did receive the funds. If Ocwen missapplied or lost the money, that is not our problem. Our credit has been destroyed, we are being reported 90 days delinquent every month for the past 16 months. We have been in escalation 16 months, they have passed us around to XXXX different escalation managers and NOTHING has been fixed. Please help!