Consumer complaint received 2025-04-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Ocwen Financial Corporation
State: GA

Complaint narrative:
The company has made a response to my original complaint that is unsatisfactory. This is a follow up complaint as a result with my original complaint added. 

From XXXX until XXXX, I repeatedly contacted the company about a hardship assistance application. I provided the requested information as soon as it was requested. They, at least once but I believe more than that, stated that my application was closed because I failed to submit required documents that I was not told I needed to provide. With each submission of documents, I was told the company would reach out if more was needed. Not once did anyone reach out to me. I was only told of missing information AFTER I contacted them. 

Secondly, I was automatically opted into this trial period, as per their own statement in their response. I did not want to be a part of the modification that was offered as it was NOT helpful to me. I have made every payment on time. XXXX was on time in the amount their system allowed me to pay. XXXX was on time in the amount their system allowed me to pay. XXXX was on time in the full amount since I was able to get the modification removed at that point. They have REFUSED to count any payment as on time because XXXX and XXXX were not in the full unmodified amount of my normal monthly payment, despite their system opting me into this unwanted modification that only allowed a specific payment. Since then they have damaged my credit score irreversibly causing a cascade of further damage from credit cards closing because of their original payments. They REFUSE to own up and fix the simple mistake of acknowledging that all of my payments were on time and in the contractual amount. All they have to do is fix the way their system has applied payments but they are refusing to do so. 


Original Complaint : In XXXX, I requested a loan modification for hardship assistance to help after a medical emergency that left me unable to work for a month. Throughout XXXX, XXXX, and XXXX I had to repeatedly contact the mortgage company to get updates about the request to which they would only give me updates on more things they needed when I reached out, not until then. There were no updates unless I contacted them. In XXXX, they approved a loan modification that dropped the payments from {$1200.00} to {$1100.00} per month for a XXXX month trial period. I did not want this modification, but I was automatically opted into it without an easy way to opt out. Their online payment system was locked down for me, and I was now only allowed to make payments through the phone system, which only allowed for {$1100.00} payments. I made a payment on XX/XX/XXXX in the amount of {$1100.00} that was received by the the mortgage company on the same date. They did not apply the balance but instead kept it in an " unapplied balance '' area. On XX/XX/XXXX, I made another payment in the same amount. At this same period, they had declared my XXXX payment was over a month overdue and then applied approximately {$100.00} from the XXXX payment to the XXXX payment to bring it up to my original due amount of {$1200.00}, not the modified loan amount. The remainder of the XXXX payment was put into the unapplied balance area where it has remained. I have contacted them multiple times regarding this issue. On XX/XX/XXXX, I contacted them once again where I was told in the same phone conversation that my payment was on time and correct and that my payment was a month overdue. I spoke to another agent who gave me an ID of XXXX who told me that I needed to call again later in the week but that my payments should correct and up to date in the system before I called back. As of today, XX/XX/XXXX, they are still not. The {$1000.00} from my XXXX payment that was left after they moved part of it is still in the unapplied balance, and the system says that my payment is over 40 days overdue. I received a letter stating that my account was in default as well because of this. Throughout this, there has been little to no communication on their side. They have reported late payments that were not actually late which has then effected our credit score causing other credit companies to close out accounts because of their fraudulent actions.

Company response to consumer: Closed with explanation