Consumer complaint received 2024-11-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: Ocwen Financial Corporation

Complaint narrative:
My home loan was originated with XXXX XXXX XXXX XXXX XXXX My loan was sold to PHH Mortgage Company in XX/XX/XXXX. I sent my first payment to XXXX XXXX since I received the notification of transfer after I sent my payment XX/XX/XXXX. I sent XXXX payment XX/XX/XXXX. I send my XXXX payment XX/XX/XXXX and my XXXX payment XX/XX/XXXX. When I called to make my XXXX payment, I was notified the XXXX payment was not received and I was past due. I was told by a PHH representative they did not receive any funds. I paid my payment for XXXX XX/XX/XXXX and spoke to a representative concerning the check written XX/XX/XXXX that was electronically deposited XX/XX/XXXX and that there was a payment received, although the electronically deposited amount was {$900.00} less than the amount of the mortgage. The funds that were electronically deposited were applied to principle, although I never ask for this and when I asked where the XXXX was, they denied receiving any funds. After a very length conversation, I was asked to email a carbon copy of the check I had written, and their research department would investigate this and possibly revers the fund being applied to principle. I send a carbon copy of the check, proof of electronically deposited funds from my bank statement to the email given to me XX/XX/XXXX, which did not work. I reached out to XXXX XXXX with XXXX XXXX ( originating loan officer ) XX/XX/XXXX to notify him of the struggles I am having with this new mortgage company. XXXX XXXX quickly called me and has assisted me with getting an accurate email to send the requested information to and this was sent XX/XX/XXXX. XXXX XXXX assisted with starting the process to refinance my mortgage. XX/XX/XXXX I had communication with XXXX XXXX concerning PHH saying I was greater then 30 days late on several payments and I was unable to refinance until this was rectified. XXXX XXXX and I called PHH to address these issues. We did use an escalation manager and after a lengthy conversation I made a payment of XXXX to cover the {$900.00} from the XXXX payment and the {$2000.00} was applied correctly and this also included my XXXX payment. PHH agreed to reverse the 30 days delinquent notice on my credit and charged me a {$340.00} late fee. XX/XX/XXXX XXXX XXXX and I called to address the late fee charge and after a lengthy conversation they credited {$50.00}, but would not reverse the fee. I made my XXXX payment XX/XX/XXXX. I received my XXXX statement and there is an additional {$65.00} total new fees and charges, {$30.00} Assessed expenses charge and {$230.00} ; Outstanding Unpaid Late Charges, Returned Items Charges, Shortages and Other Fees. XXXX XXXX and I called again to inquire about all these additional fees and charges. We were told the {$30.00} assess expenses charge was for a third party to drive by my home and ensure I had not caused damage to the property and there was zero cooperation when addressing these continued fees and charges.

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