Date Received: 2019-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Ocwen Loan Servicing, Now PHH Servicing, Refuses to Answer My Loan Questions, Has Unreasonably long hold times, Provides misleading information. Ocwen Loan Servicing is my mortgage servicer and they have been sued repeatedly by the states for servicing violations. Ocwen continues to violate my rights as a TN consumer and as a mortgage holder by giving me inaccurate information on my loan, refusing to provide someone to be able to answer questions on my loan. Ocwen recently transferred my mortgage loan to a company called PHH Servicing. This company was created by Ocwen Loan Servicing and is OWNED by Ocwen. Ocwen has forwarded all of it's phone numbers to this company. The agents refuse to answer any questions regarding my loan and they have refused to provide me with a person to assist me. They have refused to escalate my concerns to higher management. I called PHH today and asked when was the 89th day for my payment to be made. This is a common question I have asked Ocwen before. I ask this because Ocwen does not start foreclosure proceedings unless the loan is 89 days past due. I have multiple papers showing this from Ocwen as well. The PHH agent I spoke to said they were unaware of this and refused to tell me when was the 89th day. She said they 'did n't do that '. But they do. Ocwen has not changed that policy in writing with me. I asked her for the number to Ocwen and she provided me a phone number that routed me right back to PHH. I spoke to an agent named XXXX. He refused to tell me anything about the loan and even became sarcastic and inferred I should 'look it up myself '. So my own mortgage company will provide no answers for me on my loan. Please do something to help me. Ocwen is continuing to violate my rights. They refuse to answer questions and have told me only one person can assist me and that person works during my work hours and I am unable to speak with them then. Yet their customer service line is open until XXXX XXXX but they provide no one knowledgeable to be able to speak with me then. The Nightmare Continues Your Desired Resolution : I need an explanation of why I was told by a PHH Servicing agent that they will not honor the 89 day payment delinquency before foreclosure proceedings are started. That has always been Ocwen 's long term policy which Ocwen has reiterated to me in writing on multiple occassions. The PHH Loan Servicing agent said they will not 'honor that '. I spoke with her today, XX/XX/2019. I need Ocwen, PHH Servicing, to deal with me in good faith and provide for me someone during their working hours who can answer any and all questions I have regarding my loan and payment. Although PHH customer service hours run until XXXX XXXX Eastern time, PHH agent XXXX has notified me that my loan has been assigned to someone who leaves very early and after this person goes home no one else in the entire company can assist with my loan or answer any questions. Not even basic questions. The agent even became snippy with me and said I should try to find the answers ' myself '. This is wrong. I need someone to walk me through setting up my account online. I am unhappy with PHH service. Their agents are rude and dismissive and not knowledgeable. I fault PHH Servicing and their parent company Ocwen and I will fault them for any servicing failures that result in foreclosure as well.
Company Response:
State: TN
Zip: 38016
Submitted Via: Web
Date Sent: 2019-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2019, I requested a reinstatement quote from Ocwen for {$22000.00}. Before this, we received notification Ocwen was turning over their mortgage practices to XXXX as of XX/XX/XXXX. The reinstatement quote I received for {$22000.00} stated it was good until XX/XX/2019. When I called Ocwen on XX/XX/2019 to ask if the wire transfer information listed on the statement would be valid until XX/XX/2019 I was told by the agent that it would be. Today, I am ready to pay the reinstatement amount. To double check the wire transfer information, I called the Ocwen number, which is now answered as XXXX. When I inquired about the reinstatement amount, I was then informed the mortgage information was turned over to XXXX XXXX. When I called the number XXXX gave me for XXXX XXXX, it was an automated message for XXXX XXXX. After going through three different menus, I was finally given an option for XXXX XXXX. When I spoke to the operator, I was told they would need time to research the reinstatement amount and the quote I had was no longer valid. I was told they would email this information to me some time next week. Now the risk of foreclosure looms instead of being able to handle this today. I want to pay the amount due as per the reinstatement quote I was given. Nothing was stated in any of the mortgage transfer information concerning reinstatement quotes no longer being valid after XX/XX/XXXX. Instead Ocwen says any monies due on or before XX/XX/XXXX should be paid to Ocwen. The reinstatement amount directly deals with monies due on and before XX/XX/2019 in the amount of XXXX, XXXX. They should honor this amount and the reinstatement quote given.
Company Response:
State: CA
Zip: 94536
Submitted Via: Web
Date Sent: 2019-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I hired an attorney to help me apply for assistance in saving my home. My attorney provided Ocwen with everything they requested on XX/XX/2019. My attorney has been calling Ocwen and they keep telling him that they are working on it and it can take up to 30 days. We are now past the 30 day mark and I have heard nothing. Now when my attorney calls Ocwen their phone number does not allow you to speak with anyone. They say they are having technical difficulties. It has been several days now. My home has a notice of default already recorded and my time is running out. I believe Ocwen is in violation of RESPA Regulation X. They are required to make a decision on my application within 30 days and it has now past that point and they won't even pick up the phone.
Company Response:
State: NV
Zip: 89149
Submitted Via: Web
Date Sent: 2019-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello On numerous occasions over the years, I have inquired with Ocwen in regards to my P & I Payments being improperly applied to the account. The reason I have been told by the servicer that I have an adjustable rate mortgage so they can not send me an amortization schedule. The interest rate is incrementally being raised ( 4 ) times in which it is quite simple to send along the amortization schedule. In XXXX the rate was 3 %, then in XXXX it went to 2 %, then in XXXX it went to 3 %, and XXXX it is at 4 %, with the final rate change in XX/XX/XXXX to 4.375 %. I have had the P & I interest applied most recently on XX/XX/XXXX {$460.00} ( principal ) & {$790.00} ( at 3 % interest ), on XX/XX/XXXX the Principal payment was {$490.00} and interest was {$580.00} at ( 2 %. rate ) I have all the documents showing that the p & i rates have been all over the place. The only actions that were taken by you or the company, are a letter saying they can not provide me an amortization schedule?
Company Response:
State: CA
Zip: 92008
Submitted Via: Web
Date Sent: 2019-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-30
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Incorrect information, this is a joint account with my spouse and his was removed from his report and mine is still showing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 783XX
Submitted Via: Web
Date Sent: 2019-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a copy of yet another complaint I've had to file against Ocwen Loan Servicing, a criminal enterprise. Thank you for using the XXXX XXXX XXXX 's Online Complaint System. Your complaint has been assigned case # XXXX. Correspondence regarding this complaint will be emailed to : XXXX Please print a copy of this for your records. Filed on : XX/XX/2019 Filed by : XXXX XXXX Filed against : Ocwen Loan Servicing, LLC XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX Complaint Description : Ocwen is trying to charge my account with a late fee. AGAIN! Every month I send my mortgage payment Express Mail with a tracking number because Ocwen consistently holds my payment for several days before it's posted to my account. Ocwen received my XX/XX/XXXX payment on the XXXX and charged my account a late fee on the XXXX. Ocwen received my XX/XX/XXXX payment on the XXXX and charged my account a late fee on the XXXX. I made another complaint to XXXX # XXXX in response Ocwen said that the charge had been removed. That was a lie. My actual mortgage is {$1100.00} every month I pay {$1100.00} a difference of XXXX. My XX/XX/XXXX statement shows " past due fees and other charges '' of {$51.00} with no explanation of the charge. Ocwen charges a late of {$52.00}. If you subtract the {$1.00} I overpaid in XX/XX/XXXX and January from the {$52.00} late charge you get {$51.00}. I never owed a late charge and Ocwen is misappropriating my funds. Any monies I pay over and above my scheduled payment should be credited to the principle not to a bogus late charge. This is criminal. Your Desired Resolution : I have made numerous complaints, nothing changes.
Company Response:
State: TX
Zip: 78613
Submitted Via: Web
Date Sent: 2019-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I FILED FOR BANKRUPTCY CHAPTER XXXX BACK IN XXXX. I WAS BEHIND IN MORTGAGE PAYMENT FROM XXXX. I WENT THROUGH A TRUSTEE TO MAKE PAYMENTS BUT CONTINUE FROM THAT POINT ON TO MAKE ON TIME PAYMENTS TO OCWEN MY MORTGAGE HOLDER. IN XX/XX/XXXX I STARTED GETTING LETTERS FROM OCWEN FOR DIFFERENT PAYMENT AMOUNTS. I TRIED CALLING BUT BECAUSE I WAS IN BANKRUPTCY THEY COULD NOT SPEAK TO ME. MY BANKRUPTCY WAS DISCHARGED IN XX/XX/XXXX. I GOT 8 DIFFERENT LETTERS FROM OCWEN IN XXXX AND XX/XX/XXXX I TRIED CALLING TO CLARIFY NOW MUCH I SHOULD PAY AND THEY STATED THEY COULD NOT TELL ME BECAUSE THEY HAVE NOT RECEIVED BANKRUPTCY DISCHARGE NOTICE. SO IN XXXX I PAID THE SAME AMOUNT AS I DID FOR THE PAST 7 YEARS. I HAD NO FURTHER CONTACT WITH THEM AND I PAID VIA PHONE AND I PAID AMOUNT OWED AS STATED BY THEIR COMPANY. I FIND OUT IN XXXX OF THIS YEAR WHEN I WENT TO REFINANCE THE HOUSE THEY REPORTED ME AS LATE FOR XXXX FOR XXXX STATING I DIDN'T PAY THE POST PETITION AMOUNT. I CALLED THEM ABOUT THIS AND ONE REPRESENTATIVE STATED I MISSED PAYMENT IN XXXX. THEY REFUSED TO REMOVE THIS PAYMENT FROM MY CREDIT REPORT AND I HAVE ALL RECEIPTS OF PAYMENT FOR THE ENTIRE YEAR OF XXXX AS BEING ON TIME. I WOULD LIKE THIS REMOVED IMMEDIATELY AND THE ACTIONS OF OCWEN ARE UNJUST UNFAIR AND VIOLET FEDERAL GUIDELINES.
Company Response:
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2019-05-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/2019 Ocwen Loan servicing 's attorney contacted my bankruptcy attorney claiming not receiving payments for XXXX thru XXXX when I have documentation printed from their web portal showing payments received. They also back date Monthly mortgage statements for the purpose of appearing in default. This company retained attorney XXXX here in XXXX to represent them in foreclosure proceeding and the only thing saved me was the print outs from their web portal showing payment received and next payment due. After using this tool, payment confirmation letter, they removed that feature from their web site. My monthly payment was XXXX including escrow and I paid over the amount monthly. So exhausted over these tactics. They are also changing the escrow balance and always making the account in the negative. I had an expense of {$4100.00} in XXXX thru XXXX when the AC unit died. As a result both the wall unit and the outside unit had to be replaced. I only have liability insurance thru the mortgage company therefore having to pay this expense out of pocket in various payments.
Company Response:
State: AL
Zip: 366XX
Submitted Via: Web
Date Sent: 2019-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: After Hurricane Irma, I was not able to make payments on my mortgage loan. Ocwen Loans said that it's ok that they would work with customers that has been devastated by the Hurricane, and XXXX XXXX XXXX region where I reside was hit hard. When I called the XXXX XXXX of Ocwen loan servicing, the forbearance plan which was put in affect in the amount of XXXX plus first payment stated it was due on XX/XX/2018. I spoke with a representative and she stated that the payment was due XX/XX/XXXX or XX/XX/2018. I advised her / the XXXX XXXX when I called in and formed me to make a payment on XX/XX/XXXX for the forbearance amount and that's my purpose of calling in that day. The representative did indicate that they have had several clients to call in and state that the XXXX XXXX was providing this information. She also stated that she was fully aware of the situation and even though I missed paying that XX/XX/XXXX or XX/XX/XXXX that I would need to pay the {$910.00} then she stated know your mortgage went up {$6.00} and change so you need to ask me pay {$910.00} + at this time. I asked the representative several times that I need to pay the {$1400.00} Plus which was the forbearance amount and she reassured me that the only thing that I needed to pay was {$910.00} and change nothing more. The agent had gone on and stated that she will be reaching out to me within 30 days because, she was going to reinstate my forbearance agreement due to the negligence on the XXXX XXXX / OCWEN at that time. I again asked should I go ahead and pay her the XXXX and change the forbearance agreement and she stated NO that the {$910.00} and change was quite sufficient. The agent called me in about 27 to 28 days just to provide me with an update on the reinstatement and she stated that she was still working on getting that done. Two weeks later the agent called me back and apologize for the inconvenience and told me that it was nothing that she could do she understood that it was not my fault it was based on the XXXX XXXX in addition to that she apologized for giving me the missing information stating that she would get the plan reinstated. I've made several calls and advised them to listen to the recordings, even though they listened to the recordings they still fail to take ownership to their negligence and correct the situation. I've tried to get a another repayment plan which they have for. {$1900.00} and they still failed to send me an agreement to sign to confirm anything. It's just been negligence after negligence and now they're asking for me to pay {$13000.00} and XXXX cent by XX/XX/XXXX which is impossible. Or a minimum of {$12000.00} which is still impossible.
Company Response:
State: FL
Zip: 33157
Submitted Via: Web
Date Sent: 2019-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-28
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Ocwen is reporting a debt I do not owe, this debt is past the statute and I no longer have to pay it. The account is # XXXX and I do not owe this debt.
Company Response:
State: MO
Zip: 64068
Submitted Via: Web
Date Sent: 2019-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A