Consumer complaint received 2015-04-03 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ocwen Financial Corporation
State: CA

Complaint narrative:
Filed on : XXXX XXXX XXXX by : XXXX XXXX XXXX XXXX XXXX CA XXXX against : Ocwen Loan Servicing, LLCComplaint Description : Company declined to accept my mortgage payment. LOAN : XXXX I called OCWEN customer service and spoke with Agent XXXX. Since I always make sure payments are cleared from my account, I called OCWEN to confirm they received my monthly mortgage payment. Since I have had issues of this matter in the past with this company. Agent said, the company received payment from my bank on XXXX in the amount of {$4000.00}, but Company declined to accept my payment. I asked why, they said that the update shows there were XXXX declined payments for the last six months, so now they want me to send cashier check or make payments through XXXX XXXX. 
I made a complaint about six months ago that the system they have is having issues in accepting payments online, but they replied that it was me that was inputting the information incorrectly ; I totally disagreed because I have XXXX accounts, and my other account I have no issues ; however, I decided to make this payment directly from my own personal bank account without using OCWEN online payment system needless to say I do n't trust. Even in those circumstances that we were back and forth trying to solve the issue of non-acceptance of payment by this company online service, I paid my full amount without being late within the 15 day grace period. Once I decided not to continue using their account online payment service, they were receiving the payments through my personal bank account online payment service and everything was fine. But my XXXX payment in the amount of {$4000.00} was not accepted by OCWEN ; agent said that payment has to be in the form of cashier check or XXXX XXXX or any type of certified funds. I explained the agent that I never received a letter of change of policy. Agent said that they mailed the letter with the explanation of the above mentioned changes on XXXX XXXX, 2015. They received the payment in the amount of {$4000.00} on XXXX XXXX, 2015 ; they agent said, and they have a change of policy on XXXX then XXXX is sent to me on XXXX. I questioned the agent, why did n't OCWEN notified me in advance of this change? At the writing of this complaint I still have n't received such letter which supposedly went out on XXXX XXXX, 2015. Does this company make changes and enforce them first then later on notifies clients? 
Even though I strongly believe there 's something wrong with their online payment system, and I feel more comfortable making the payments from my bank account, why this company did n't accept my payment? Furthermore Online Banks do n't issue a check if funds are not there to substantiate a payment. It 's not like I am writing the check myself. It 's unfair that I was not notified at least a month in advance of policy changes here, now I am stuck with making payments and incurring extra costs to satisfy their choice of last minute policy change ; I tried at all costs to explain to the company that there 's something wrong with the online payment system. Even in those circumstances XXXX way or another I got my payments on time. I have a perfect credit, but I have been treated here like I am delinquent on my loan. 
It 's very unfair OCWEN make chances and you does n't notify clients of changes in advance. Now I have to wait till the payment the OCWEN declined due to last minute change of policy is credited back to my account. It 's {$4000.00} dollars. 

Your Desired Resolution : Why I have been penalized for six months to make payments only through certified checks or XXXX XXXX? I want to use my personal bank account online system to continue making payments.

Company response to consumer: Closed with explanation