Consumer complaint received 2015-08-11 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ocwen Financial Corporation
State: PA

Complaint narrative:
I have owned my home for 21 years and have faithfully made my mortgage payments every month until XXXX of this year. My mortgage company was GMAC till they sold it to Ocwen Loa n Servicing, LLC. 3 years ago. 
At the beginning of this year I had some XXXX problems and I had to miss work. It affected my financial situation and I got behind on my mortgage payment. I was n't able to pay the XXXX XXXX or XXXX payments until I got my finances in order. 
I received mortgage account statements from Ocwen Loan Servicing with the past due amount I owed them and the late fees that they charged. I had an opportunity to lend some money from family to take care of the past due amount and late fees. 
On XXXX XXXX my sister had a conversation with XXXX, agent # XXXX and this conversation, along with all the other conversations was recorded by Ocwen Loan Servicing. XXXX told her that the past due amount owed was {$2600.00} and that if that was paidby XXXX XXXX, the loan would be brought current and the next payment would be the XXXX payment of {$740.00} which was the regular monthly payment. XXXX XXXX was the relationship manager that I was talking to on the phone. 
A cashier 's check was purchased by my mom at her bank and sent to Ocwen on XXXX XXXX XXXX. XXXX XXXX because XXXX was the relationship manager that I was dealing with. My sister gave her phone number and email to XXXX and XXXX XXXX contacted my sister by phone on XXXX XXXX XXXX, we are assuming that he received the cashier 's check that day, but he did n't tell my sister anything because I did n't give authorization for them to talk to her yet. On XXXX, XXXX XXXX Ocwen sent a letter stating that because the payment was not received yet, that more money was due if I wanted to reinstate my mortgage. The payment due went up to {$3400.00}. 
On that day, XXXX XXXX, I contacted my sister to let her know that they did n't receive the cashier 's check. She called and talked to XXXX, agent # XXXX. She transferred the call to XXXX, a relationship manager ID # XXXX.He told my sister that he could n't tell her anything unless I authorized her as someone they could talk to. She called me and asked that I authorize her name and then she talked to XXXX from XXXX agent # XXXX who said that my sister 's name did n't appear as an authorized person. I called again and talked to XXXX XXXX ID # XXXX who told me that my sister was authorized and that she could call back. My sister then called and talked to XXXX ID # XXXX who was from Texas and he told her that the payment would probably be posted by Tuesday, XXXX XXXX and she should call back then. On XXXX XXXX, XXXX XXXX contacted my sister at XXXX and told her that they would have to send the payment back because it was not received within the amount of time that they requested it and more money would be due. That day she informed not only XXXX XXXX, but a couple other people that called from Ocwen that she was going to make a complaint with the Consumer Financial Protection Bureau. 
We are also making this complaint to the BBB.

Company response to consumer: Closed with explanation