Consumer complaint received 2019-07-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Ocwen Financial Corporation
State: MN

Complaint narrative:
Back in XXXX of XXXX I called Ocwen who is my mortgage lender because I was behind on my payments. The representative I spoke to suggested that I do a loan modification. I told him I would like to try that so he was sending me the paperwork. I asked him that if in the meantime I should bring my mortgage current because I could borrow the money from someone I knew. He said yes go ahead and do that. When I got the paperwork I gathered all the documents filled out the paperwork and sent it in. It came back denied, when I asked them if they could tell me why I was denied they told me that it was because I was not behind on my payments! I was angry because that person I knew that if I became current I would not qualify. Their response was that they always encourage people to make their payments! So I continue to struggle making my payments. And in XXXX of XXXX I was behind again. I had a law firm that was contacting me that told me they could help me get my payments 2 less than {$700.00} a month. I had my income tax return so I could have brought my mortgage current but the law firm told me not to because they would have to start their process I'm getting a new loan modification for me all over. That ended up being a disaster because they claim they did not know about a deferred amount on my mortgage and I ended up with a loan modification the changed my monthly payment from {$1000.00} a month to {$1500.00} a month. That was finalized and I started making those payments around XXXX of XXXX. I fell behind again and when I try to make a partial payment at the beginning of XXXX of XXXX the website told me that I needed to make a payment of {$5000.00} by XX/XX/XXXX. I proceeded to gather the money and a week before that date I called to find out if I could just make the payment over the phone. The representative I spoke to said I could do that. I asked him if it would withdraw that very same day because I had money going in that day and I wanted to make sure that the money was in there before the withdrawal came out. He told me that I could make the payment the following week and if that would be okay. So he said he would make a notation in my file that I was going to make the payment on XX/XX/XXXX of {$5000.00} over the phone. When XX/XX/XXXX came and I called to make the payment they said I could not make the payment. They told me I had to call a law firm and talk to someone named XXXX. When I called the number they gave me there was no one named XXXX working there but the woman told me that I was speaking to that she could help me. She said that she could get me a new reinstatement quote an email it to me within 3 days. When I received that quote it was for {$7400.00} because there were lawyer fees attached as well and the date I had to come up with that by was XX/XX/XXXX. I do not understand how a company can just tell people whatever they want and not honor the agreements they make. There is something very wrong with all of this and I believe that I have been treated very unfairly.

Company response to consumer: Closed with explanation