Consumer complaint received 2017-05-26 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Ocwen Financial Corporation
State: CA

Complaint narrative:
OCWEN has handled out account unethically and has not responded to our many request to resolve issues on our account. OCWEN agents are incompetent and give us different answers depending on what department answers our calls. Some of the departments are outsourced to  XXXX .  <P/> There are several issue that need to be resolved :  1 )  Loan Modification that never put our mortgage account current.    2 )  Mortgage Interest : We are paying more in mortgage interest a year even though we have a smaller balance. We paid {$18000.00} in interest i n  XX/XX/XXXX  a nd {$21000.00} in   XX/XX/XXXX .  More of our payment is going to interest than to principal each year.    2 )   Escrow  Account that continues to increase substantially more than our property tax has increased.    3 )  Mortgage payment that was not applied to loan ; instead in a suspense account as unapplied funds. In addition, OCWEN made payment reversals on account without an explanation.  <P/>  1 )  LOAN MODIFICATION : We filed bankruptcy and with the assistance of the    VA Department wo rked out a modification arrangement with OCWEN.On   XX/XX/XXXX  we received a letter from OCWEN congratulating us on the loan   modification stating ou r 1st  payment would be due   XX/XX/XXXX  in  the amount of {$2900.00} and a voluntary amount of {$310.00} for items not allowed on the loan amount.  <P/> On   XX/XX/XXXX  w e received a letter from OCWEN  Home Retention  Department stating that we longer needed personalized assistance with our account ; the loan modification had gone through.  <P/> We kept our part of the agreement paid the voluntary amount of {$310.00} as per modification agreement ; however, out account was never made current as per the modification agreement.  <P/> Mortgage Statements from   XX/XX/XXXX  show ed our loan was not up to date even though it had been modifi ed in  XX/XX/XXXX  and  we kept our agreement paying the voluntary {$310.00} and made  the 3 c onsecutive payments in that amount.  <P/> We had questioned OCWEN handling of the Modification ; however, were never given a definite answer on why the account was never made current. When we asked them why we continued to get letters from Mortgage Assistance Resources and putting our account up to date ; there answer was those were standard letters sent to us because we had filed bankruptcy and the system automatically mailed them out.  <P/> OCWEN also stopped sending us mortgage statements for a few months ; when we called we were told it was because we had filed bankruptcy and they could not mail us a mortgage statement billing us. Each time we called we were automatically transferred to OCWENs Bankruptcy Department even though our account had been modified and our bankruptcy was  discharged.   <P/>  2 )  Mortgage Interest : We are paying more in interest every year even though the balance of the home loan is lower. OCWEN is applying more of our payment to interest instead of principal of the balance. In   XX/XX/XXXX  3 ) ES CROW ACCOUNT :  OCWENs  Annual Escrow Account Disclosure Statements analysis do not equal the Property tax increase. Our escrow payment has consistently gone up, even though our hazard insurance went down and the property taxes has increased on average no more than {$200.00} a year ; the most it has increased is {$370.00} (   XX/XX/XXXX  tax  year ).     XX/XX/XXXX  Esc  row : Our  Mortgage payment went from {$3000.00} to {$3000.00} even though our property tax increased only {$370.00} that year the payment went up to {$990.00} a year with an increase in the mortgage payment of {$83.00} a month.  <P/>   XX/XX/XXXX   Escrow : Our payment went from {$3000.00} to  XXXX  even though our property tax has not increased the additional {$500.00} OCWEN is charging us per year.  <P/>  3  ) UNAPPLIED FUNDS/SUSPENSE on Account : In   XX/XX/XXXX  w e paid OCWEN {$36000.00} in mortgage payments ; however, OCWEN only reported on {$33000.00} on    XX/XX/XXXX  Mortgage Interest Statement. The  XX/XX/XXXX  was put as a Suspense Payment even though it was a complete payment.
<P/>
In  XX/XX/XXXX  we paid OCWEN {$37000.00} in mortgage payments ; however, they only reported {$30000.00} plus escrow on our  XX/XX/XXXX  Mortgage Interest     Statement.  When we called to resolve this issue with  OCWEN,  they simply send us a list of payments with no explanation. They could not explain where the discrepancy in the monies we paid.  <P/> We are extremely frustrated with OCWEN 's incompetence in handling our account. They have conducted business unethically and have yet to resolve the many issues on our account. We have also contacted  VA department to  support us in resolving these problems with OCWEN and contacted our Congress representative with help to resolve these constant problems.  <P/> At this time, we are going to research taking legal action against OCWEN to finally resolve the many issues we are having.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation