Date Received: 2019-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: OCWEN recently merged with PHH Mortgage. On XXXX XX/XX/2019, I received PHHs Escrow Account analysis indicating a shortage in that account. On XXXX XX/XX/2019, I paid the shortage in the amount of {$780.00}. That check has cleared, I have proof of that from my bank statement. Sent several messages to PHH through their internal website messaging system inquiring why my monthly payment was increasing after I pointed out that their analysis of my escrow account was inaccurate and after I paid the full escrow account shortage. I received 2 confirmations that my messages were received by PHH, yet I received no response to my inquiry. I called PHH on XXXX XX/XX/2019 asking why they hadnt responded to my messages and was told they never received anything internally, yet their website provided confirmation numbers of my messages. During this conversation, their representative explained that I needed to fax any documentation that I had supporting my claim to their tax department. On XXXX XX/XX/2019, I faxed PHH my documentation, which consisted of my County estimate of property taxes and my County approval of a 25 % reduction of property taxes for elderly and disable persons to their tax department. My Countys property tax amount was lower than PHHs estimate and neither PHHs or my Countys amount calculated the 25 % reduction into the final figure. My paperwork clearly indicated that PHH is overcharging me by {$38.00} monthly for my mortgage payment beginning on XXXX XX/XX/2019. PHH has both of these documents and hasnt responded to a legitimate customer inquiry To date, I have NOT received a reply from PHH.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-30
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I was shocked when I reviewed my credit report and found 60 days late payment on the dates XX/XX/2013 to XX/XX/2013. I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 335XX
Submitted Via: Web
Date Sent: 2019-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage of 14 years with Ocwen transferred to PHH mortgage services in XX/XX/2019. Due to hurricane Florence I was in a 6 month forbearance plan. I didn't call Ocwen and ask for the plan, Ocwen called me and made the offer. Before Ocwen shut down there website I printed off 1 year of payment history and printed the last 6 months of confirmation of payments. When PHH mortgage services took over the loan they told me I was delinquent for the XX/XX/2019 payment. I sent PHH proof the XX/XX/2019 payment was made, ( confirmation number and bank statement ) I've sent 5 certified letters with copies of confirmation numbers and bank statements to prove all payments have been made on time and my account has never been delinquent. I've had numerous phone calls to the company and spoken to 6 different people, to no avail. PHH will not correct the error on their end. I know they have taken one of my payments and applied it to XX/XX/2019, which, had already been paid and I've sent them proof of that, which now means 2 payments were made in XX/XX/2019. Now PHH persistently insists I am a month behind regardless of all the confirmation of payments made on time and the bank statements. I think this is a deliberate attempt to try and foreclose on my home due to the equity I have in it.
Company Response:
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2019-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a scheduled sale date on my home for XX/XX/2019. I was under impression that I was getting help from Ocwen Loan Servicing, and then I received a transfer notice from Ocwen that I was being transferred as XX/XX/XXXX, XXXX before the transfer Ocwen had already given me the amount of {$2400.00} as my payments. I was waiting for the actual trial agreement to send the payments. I have been waiting to hear from Ocwen, then the transfer took place and now I have a sale date of XX/XX/XXXX, XXXX never received an correspondence from PHH. I received nothing from PHH continuing where Ocwen left off. The only information I received was Mortgage Account Record, FDCPA Validation of Debt. I never received the welcome letter offering to help me save my home in any way. I did not receive the Sale Date information, I found out from a company offering to stop the foreclosure sale for me. The transfer took place XX/XX/2019 and every time I called concerning my account they told me the loan was not in the system yet. That was XX/XX/2019. I was not given any information of options to save my home. I feel that I have been treated very unfairly and did in fact experience discrimination in this situation.
Company Response:
State: NY
Zip: 11779
Submitted Via: Web
Date Sent: 2019-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/2019 PHH Mortgage ( Ocwen Loan Servicing ) ( XXXX XXXX ) attorneys XXXX and XXXX sent me a default notice on post petition payments for XX/XX/2019 through XX/XX/2019 in the amounts of {$380.00} each. With {$150.00} in suspense. Total default {$1300.00}. I have payment history print out from the company 's web site that say different. I requested a MODIFICATION to stop any further action considering my chapter XXXX case will be paid in full in 4 months.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 366XX
Submitted Via: Web
Date Sent: 2019-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Closing Date : XX/XX/XXXX Loan Amount : {$290000.00} Summary of actions taken : In XXXX of XXXX, I sought affordable financing options for my property through mortgage refinance with originator XXXX XXXX XXXX. Please note the following changes as it pertains to XXXX XXXX XXXX : On XX/XX/XXXX Ocwen acquired and became successor in interest to XXXX XXXX, the successor of Mortgage originator XXXX XXXX XXXX. As a result of this acquisition Ocwen Financial Corporation is a successor Corporation and is liable for the illegal practices alleged in this complaint. My application for mortgage refinance was approved under the advertising and representation of what was understood as a typical Adjustable Rate Mortgage ( ARM ) product. This emphasis of an ARM was conveyed through a summary document presented. During the loan closing procedure, details were revealed that the ARM product being offered contains features that would base the interest rate on the London Market Interbank Offered Rates ( LIBOR ) with the primary focus placed on this particular disclosure in addition to a XXXX, fixed rate, Interest Only period with pre-payment penalties up to XXXX years after origination. These product features were not discussed nor mentioned prior to the actual closing appointment. With the understanding of key terms as presented by representatives at closing, I concurrently performed a best case review attempt of ALL documentation prior to placing signatures on any items considering the expeditious fashion in which the closing was conducted and the wealth of information contained in the loan package. Beyond the XXXX, fixed rate, Interest Only period and in the years following the start of the current amortization period, I became extremely concerned that although a tremendous downturn was experienced in the LIBOR index due to mortgage market adversity, the interest rate on the ARM was never adjusted to reflect those changes in any way when this should have been the case based on market performance as indicated in various rates tables. The Product disclosure document specifically states that the interest rate will be based on the aforementioned index. A copy of the Adjustable Rate Mortgage Loan Disclosure is attached. I was able to contend through careful and independent examination of loan documents, specifically the ARM product disclosure, that deceptive practices were evident by the mortgage lender providing misleading information and through inadequate disclosure of the actual loan terms and conditions as well as leveraging contradictory language contained in several loan documents. Due to the complex nature of the misleading documents presented and the length of time transpired which the LIBOR index data was made clear, the harm resulting from these deceptive practices of the mortgage company was fully recognized by me in recents year. I further concluded that the Mortgage company violated FTC section 5 by leveraging the persistent use of misleading loan documents through inaccurate titles or labels for most notably the Adjustable Rate Mortgage Loan Disclosure, Adjustable Rate Rider, and the Addendum to the Adjustable Rate Note, each of the aforementioned documents in Title specifically referenced the 5 year, Interest only period, yet there were elements that referred to the amoritization period which is clearly deceptive. To resolve this I sought redress through a personal lawsuit filed in Federal Court charging the mortgage company with FTC Act section 5 violation but the case was dismissed due to no private right of action. As the government agency that is equipped with enforcement to address such violations I am submitting this complaint to the CFPB to investigate further.
Company Response:
State: GA
Zip: 30236
Submitted Via: Web
Date Sent: 2019-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had an account with OCWEN since XXXX of XXXX, and paid it off in XXXX of XXXX. I am currently filling out past tax returns and tried to log onto website as I normally do, I could not log on. I called and was told that since I had paid it off, the account was closed and there is no information. I gave customer service my loan number, name, social security number and they still could not find any information. I tried to submit a request on their website, but could not as it said my account does not exist. I tried to reason with the customer service rep, I told them I will need the information for my XXXX taxes, etc ... I have had mortgages in the past and am still able to log onto those companies and look up tax information. Not being able to access my tax information is not acceptable to me and I am pretty sure that the IRS will not take my explanation that my information somehow disappeared. OCWEN Loan Account # XXXX XXXX XXXX XXXX XXXX. XXXX, Pa XXXX Sold XX/XX/XXXX Any help or information would be greatly appreciated. V/r XXXX XXXX
Company Response:
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2019-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/19 I mailed a dispute to OCWEN Loan Servicing LLC XXXX. XXXX XXXX XXXX, Tx XXXX it was " Return To Sender Attempted Not Know Unable to Forward '' See attached envelope and proof of mailing USPS receipt dated XX/XX/19 at XXXX XXXX
Company Response:
State: AZ
Zip: 85635
Submitted Via: Web
Date Sent: 2019-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Starting before XX/XX/XXXX, we have been paying our mortgage using our bank 's billpay option. We pay half on the first and then the second half when it is due on the XXXX. We overpay our mortgage by {$100.00} each month and pay biweekly to cut down on the accrued interest. In the fall of XXXX, we were notified that our first payment of the month was put in a suspense account and would only be applied when the full amount was received. I called and spoke with the company and explained our payment process and at no time during that call ( or subsequent communication ) was I informed that this was a problem. We continued to make our monthly payments ( and overpaying by {$100.00} each month ) and have never been late. In XXXX of XXXX, we attempted to get a loan and the bank alerted us to 4 " late '' payments on the Ocwen account in XXXX. It is concerning because we have paid on time, every time and have overpaid. We had an established method of payment for 6 months prior to being marked late and nothing changed on our end. We have called 10 plus times this month and discussed with Ocwen representatives, who at first said they would not change their reporting to the credit bureau because they would incur a fine. After we faxed documentation supporting our claim ( mortgage statements and bank withdrawals ) they agreed and were recommending our account to be corrected to show our payments were made in full and on time. To date, they have not honored this recommendation.
Company Response:
State: PA
Zip: 19087
Submitted Via: Web
Date Sent: 2019-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2019, my loan was sold to PHH. I had already paid my XX/XX/XXXX payment to the original owner of the loan on XX/XX/XXXX. This occurred as I was in the process of refinancing my loan to take advantage of the lower rates. PHH improperly applied the XX/XX/XXXX payment to escrow on XX/XX/XXXX, making my principal balance higher than it should have been. I discovered this issue on XX/XX/XXXX, as I was working with the loan officer for the refinance. I called and spoke with supervisor at the time and was told they would put in a request to have it fixed in 7-10 business days, but that they would attempt to escalate it. After not hearing anything, I called back on XX/XX/XXXX at XXXX, and was informed that no request had been submitted on my account. I was then transferred to the escalation department to work with a representative there named XXXX. I let her know that I work a job that doesn't allow me to carry my phone on my between 9 and 5, so communication would need to be after hours or via email. XXXX promised to send me an email with contact details that day, so I could call directly and she could send me updates during the work day. After not receiving any communication on the XX/XX/XXXX, I called back the esclation department the XX/XX/XXXX at XXXX, and after an hour on hold and learned that XXXX had not submitted the request or sent an email. After still not receiving any communication I called back on the XX/XX/XXXX at XXXX, and spoke with another representative that was unable to connect me to XXXX. It took 45 minutes on hold to reach anyone in the escalation department. I received a templated email with no account details at XXXX on the XX/XX/XXXX. I sent an email requesting information, of which I have yet to receive a response to upon writing this complaint on the XX/XX/XXXX. On the XX/XX/XXXX at XXXX, I called the escalation department again. The request had been submitted and should have been resolved on the XX/XX/XXXX. On the XX/XX/XXXX, I called at XXXX. The escalation department line sent me into a hold, and after an hour of waiting, I called the main line at XXXX. That line mentioned the office was closed and hung up after the message. On today 's date, the XX/XX/XXXX at XXXX, I checked online again to see if my principal had been updated. For the first time, the system said that I had not made any payments, and that my account details would be available after I made my first payment. I called the escalation department at XXXX, and spent another 30 minutes on hold waiting to speak to someone. I was told the request had not yet been approved, but that XXXX would email me when it had been approved, and let me know I was okay to request a payoff statement. I expressed my frustration with the lack of communication, and asked to speak with a supervisor. I was told that all supervisors were in meetings and could not be reached. I called back again at XXXX, today, on XX/XX/XXXX, and spent 2 hours on hold, with my call dropping twice, once after 30 minutes, another after 25 minutes, while trying to reach the escalation department. Once I finally had someone on the phone, they told me the process had been approved, but that I would need to call back on the morning at XXXX XXXX to confirm that changes had properly gone through. I feel like the lack of communication and transparency about my account, the long wait times, the inaccessibility to login to the website unless you are on XXXX XXXX or using a XXXX XXXX browser, and the lack of customer service, is deliberately in place to discourage people from being able to easily access information on their accounts. Unless you are as determined as I have been, calling 1-2x a day, spending 30 minutes - 2 hours on hold, you may not see any action to resolve your account issues. In their responses to customers on other sites, in particular the XXXX XXXX XXXX, they have indicated that their escalation department would be reaching out, but given my experience, and the lack of communication provided in my situation, this is likely to be a blatant falsehood. At this point, my refinance closing will be after the 1st of XX/XX/XXXX, meaning my mortgage will be {$350.00} higher than it should have if ( 1 ) the XX/XX/XXXX payment had been applied correctly ( 2 ) If my original request on XX/XX/XXXX had been processed in a timely manner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01702
Submitted Via: Web
Date Sent: 2019-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A