Consumer complaint received 2017-07-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Ocwen Financial Corporation
State: MA

Complaint narrative:
Ocwen Complaint * CFPB Complaint XXXX * On XX/XX/XXXXMy Mortgage was modified with XXXX XXXX XXXX ( XXXX ), We made three pre-modifcation payments of {$2800.00} each ( Escrow of {$740.00} ). We continued to make payments per the Modification agreement and were not notified by XXXX of any change to escrow. In XXXX of XX/XX/XXXXthe Mortgage was sold off and a new service Ocwen took over. On or about XXXX of XXXX we started receiving calls from Ocwen that our mortgage was in arrears some calls stated we owed {$800.00} more some {$1600.00}. Each call was different but the calls seemed to note an issue with escrow, further the monthly statements confused things even more because they contradicted the calls showing that we were paying the original agreed amount. We spoke to XXXX id XXXX she said to pay {$1600.00} and everything would be ok, we did. Then we received another call from XXXX ( id XXXX ) stating we need to now pay another {$800.00}. We asked why we needed to pay these amounts as the Town reported we were current. * After several more confusing conversations we requested orally that we be able to pay our own escrow because we had spoken with the Town and there was no shortage. We spoke to XXXX in XX/XX/XXXX and she stated that that would be ok but we need to send in a written letter which we did. At this point we started to get changes in our statements for amounts to pay. During XX/XX/XXXX and after discussing it with Ocwen representatives, we started paying escrow directly to the Town and later to the home insurance company XXXX. Sometime during mid XX/XX/XXXX we were told that we could not pay escrow directly and that our mortgage was in arrears over $ 12k. We were under bankruptcy protection for another issue ( but continued to make payments ) and continued to receive statements noting arrears. * We had continuing calls with Ocwen stating that we had made all principal and interest payments to them and RE payments to the Town and starting XX/XX/XXXXpayments to XXXX for insurance. We can show bank statements with all payments made but they continued to say we were in arrears to further confuse the issue, Ocwen sent payments to escrow recipients ( Town of XXXX for tax and XXXX for insurance ) which then were returned back to Ocwen. Frustrated, we hired the XXXX XXXX XXXX  XXXX XXXX  XXXX to assist. We sent in bank records statements from the Town and correspondence from XXXX all noting our continued payments. Ocwen attorney XXXX XXXX from XXXX XXXX XXXX ( XXXX ) still refuses to settle the issue even though the documents they send to use conflict, a summary from Attorney XXXX noted the arrears as {$21000.00} but the statement as of XX/XX/XXXXnotes {$27000.00} and shows a favorable escrow balance of {$7900.00}. * * It appears to me that the accounting system is not fully integrated accruing escrow based on estimates and not accounting for actual payments either to them or the Town/Ins. company for a total picture of what is due. In addition as of XXXX their website shows us as having paid in extra escrow ( {$7300.00} ) and only owing a small payment of {$540.00}. The website also reflects an incorrect Maturity Date of XX/XX/XXXX when the modification dated XX/XX/XXXX from XXXX XXXX XXXX states a maturity date of XX/XX/XXXX. Additionally, Ocwen has sent documents to our address with other mortgagees information. Further, on XXXX Ocwen returned our payment of {$3000.00}. I called customer service and spoke to XXXX Id : XXXX, while she seemed helpful she stated that Ocwen would only accept full arrears payment of approximately {$28000.00}. I explained to her that we have shown the Ocwen attorney - XXXX with bank statements and Town escrow history and insurance history that we do not owe nor have we ever owed that amount. Finally they have been negatively reporting on our credit which is causing denials of credit for both me and my wife. We are looking for any and all help with resolving this issue. Files are to large to upload but when requested we can send Ocwen 's XX/XX/XXXX claim for arrears and our offsets/payment that show now unfavorable balance is due. Also the original modification showing the payments and escrow that was to be paid per the original terms but then changed by Ocwen. All documents have been sent to Ocwen attorney XXXX.

Company response to consumer: Closed with explanation