Consumer complaint received 2016-08-12 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ocwen Financial Corporation
State: PA

Complaint narrative:
This is an issue my mom and I are having with Ocwen Loan Servicing. The mortgage is in my mom 's name, but I sometimes made payments from my bank account. In XXXX 2016, Ocwen Loan Servicing reported to XXXX that they did n't receive payments for XXXX, XXXX, XXXX. Our loan was transferred from Ocwen to XXXX in XXXX. XXXX paid Ocwen, which made the account 3 months behind. A week after this, we were notified and advised XXXX that the info Ocwen provided was incorrect. We supplied bank statements, a letter from the bank, a detailed/revolving bank statement, and ACH Transaction statements. Our bank has said that this is all the information they have. Every time we provide Ocwen with the documents they request, they come back and ask for more. First they asked for bank statements for 3 months of the payments - we provided. Then they asked for bank statements until the current time to show the payments were n't reversed - we provided. They asked for a letter from the bank - we provided. They asked for the ACH detail - we provided. They asked for a revolving bank statement - we provided. We have been told by Ocwen several times that " this is the last document they need '' and that they expect to have a resolution soon. Every time I have to contact the bank, they say they have never heard of anything like this. This has been going on for 3 months now. We have provided everything they have asked for but they keep saying they are investigating it. It 's not our fault Ocwen ca n't find the payments. I made other payments to Ocwen through their website/payment system with no issue. It 's not our fault they ca n't find the payments and we should n't be punished by having the mortgage showing 3 months behind. We have asked that the money be given back to XXXX to make the account current. Twice our bank has suggested that we submit a complaint with CFPB. We were hoping to wait until we got the funds back, but since it does n't seem like that is going to happen any time soon, we decided that now we should submit a complaint. We made the payments and do n't feel that it 's fair, or legal, that Ocwen was able to go to XXXX XXXX9 months after the payments were made and claim they did n't receive them! We are getting calls and letters from XXXX almost daily because of this. Before this happened, we had set up a mortgage accelerator to try and get it paid off faster! Because of this mess up on Ocwen 's end, my mom has had to take out money from my dad 's life insurance policy. I wish he had taken out enough to cover the full cost of the mortgage, but unfortunately we do n't have enough to pay it off completely. I feel like we are just jumping through hoop after hoop for Ocwen and they are just playing games. {$2000.00} might not a lot to them, but it is a lot of money for us! There are also late fees on the current mortgage because of this. An Ocwen representative told my mom this has happened before and Ocwen or Ocwen 's bank had directed the money to an incorrect account. After speaking with a representative from our bank today, I feel like this is really our only option. I really do n't understand how it is legal to say payments were n't received over 6 months later and when the account is showing current on their website! I also do n't understand how keep playing these games! We have provided more than enough information! It 's not our fault that they ca n't find it on their end! Please help us!

Company response to consumer: Closed