Date Received: 2017-11-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have applied for a modification with my servicer XXXX XXXX multiple times. Their only response is that the " investor will not allow a modification ''. When I ask who the investor is, ocwen says it 's a " pool '' of investors. The address ocwen gives me as the pool is a fake address the phone # that they give me is a recorded line that has nothing to do with the pool of investors on my loan. Ocwen states they are not capable of reaching the investors. Ocwen states the cooperate with the Hamp program but has rejected my multiple attempts to modify my loan that is currently at a 6.75 %. Ocwen will not work with me other than a repayment plan which literally triples my normal monthly payment. My loan was sold to these mysterious pool of investors who have absolutely no way of contacting them. I opened my loan in 2004 when all the preditory lending was going on. I need help locating this " pool '' or to force ocwen into offering me a fair modification on my loan that everyone was supposed to be offered due to the fair lending, preditory lending laws.
Company Response:
State: OH
Zip: 45239
Submitted Via: Web
Date Sent: 2017-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For 1 year now I have been trying to save this home I sent paper over 10 times they say they never got it I offered to pay house off they refuse to work with me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 741XX
Submitted Via: Web
Date Sent: 2018-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am filing this CFPB complaint, my 3rd in the past 2 weeks, documenting an ongoing set of issues regarding my current offer of a Mortgage Modification from OCWEN. My contact within the Office of the Consumer Ombudsman has responded to my last complaints by providing a second extension to my deadline to execute the current Mortgage Modification offer, as long as two conditions are met : 1 ) that I return a signed copy of the document by XX/XX/XXXX, 2 ) that I make my payment in the approximate amount of {$2500.00} by when it 's due in XX/XX/XXXX as I always have in the past. On the first condition, OCWEN is currently preparing answers to my questions that I anticipate I will receive in sufficient time to make an informed decision before the deadline for my signature. I certainly hope so. On the second condition, however, fulfilling it has proven much more difficult. Up through my XX/XX/XXXX payment, all of my trial period payments have been made on an automated basis which I set up with my Bank. When I check on the XX/XX/XXXX however to make certain that the payment had gone out, I discovered that it had not. Upon contacting my Bank directly, I learned that were unable to tell me why the payment had not been delivered, and indeed, whether it might still go out without any warning before it did. Despite this professional shortcoming on my Bank 's part, however, I did the only responsible thing I could to ensure that the payment was made on time, which was to go to the bill pay section of OCWEN 's website and attempt to follow through on the instructions to make my {$2500.00} payment on time in XX/XX/XXXX on my own. This was despite the fact that by doing so I could have made a duplicate payment in the end, money which OCWEN would not have refunded me and which would have overdrawn my only checking account. When I did however, I encountered more evidence of OCWEN 's tendency to issue two or more sets of contradictory instructions to its customers, confusing them and putting them at risk. Logging into the OCWEN website, on the first page ( see screenshot ) it tells me that my " Next Payment Amount Due '' is {$0.00}, which any reasonable person would interpret as meaning that their account was current and no payment was due. Because it made no sense that it also said my next payment was due in XX/XX/XXXX, however, and more broadly their patterns of customer mistreatment, I knew to take nothing at face value, so I pressed on to " Make a Payment ''. After making the necessary selections to authorize a payment however, I was then blocked in carrying it out by OCWEN 's own system, the error message explaining : " Sorry. Right now we ca n't take a Standard Single E-Payment because the account is 10 or more business days overdue. But, you can choose the Rush Single E-Payment option from the Payments Page. You can also make a payment by phone. '' ( screenshot ) I then of course attempted to track down " Rush Single E-Payment '', looking through multiple screens, but finding it was nowhere to be found, no such option existed. Again, two sets of contradictory instructions, creating confusion. In looking for it however, I did discover another error message stating, " IMPORTANT Because your account is past due, we can only accept a payment ( s ) for the full reinstatement amount. Click here for a Reinstatement Quote ''. Once you go through this process you then learn that effectively OCWEN is claiming that I owe {$7100.00} and will need to pay this amount in order to make any payment at all. Except this is not a way forward even if I had all this extra cash laying around, given that 1 ) it is only IF all four of my payments in the amount of {$2500.00} ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) are ignored that I would actually owe this absurd and erroneous amount, 2 ) even if I did pay it, OCWEN would not count it against the {$2500.00} I actually owe for my XX/XX/XXXX payment, but rather against this other {$7100.00} amount as though my Mortgage Modification offer had never existed. Calling OCWEN, which I also did on XX/XX/XXXX, yielded the same result by phone, that there was no amount in payment they would accept that was less than {$7100.00}. At this point it occurred to me that it was likely not my Bank at all that had failed in the making of my payment, but rather that OCWEN had likely blocked the original automated payment as well, with the same excuse and twisted logic. I could only thus assume that the same would hold if I were to send OCWEN a check as well. At this point I had exhausted my options to actually make a payment, so I both called and emailed XXXX XXXX on XX/XX/XXXX as well, complaining to him directly that his own company was keeping me from fulfilling his instructions. While he had all day Friday XX/XX/XXXX to respond and nearly all of today Monday the XX/XX/XXXX as well, I have heard nothing from XXXX XXXX about this situation, nor has any resolution been provided by any other part of the Company as well.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, Ocwen Loan Servicing received a payment from XXXX XXXX XXXX XXXX ( of XXXX XXXX, MI ) of {$80.00}, XXXX, paying off my outstanding mortgage balance with them. I have an escrow account with Ocwen with a balance of {$980.00}. On XX/XX/XXXX, I contacted Ocwen about the distribution of my escrow account and inquired when I would received the funds. I was told by a customer service representative that I would have the funds within 18 calendar days, which would be on or about XX/XX/XXXX. After not receiving the funds, I contacted Ocwen on XX/XX/XXXX and asked for the whereabouts of my escrow refund. I was told that the " check was mailed on XX/XX/XXXX ''. As I explained that First Class Mail from Florida to Michigan does not take one week, I was then told to contact my local US Post Office, as there must be an issue with them. I was also told to " give it some more time '' and to not contact Ocwen until after XX/XX/XXXX. I did not wait and contacted them again on XX/XX/XXXX. I explained my previous calls to Ocwen and again was told that the check was mailed on XX/XX/XXXX and to " be patient ''. I was for the check to be cancelled and to overnight the payment to me. I was told that was not possible and that if I asked for the check to be cancelled, it may delay my refund by another month. It is my understanding that Ocwen has 30 days under Federal law to return my escrow funds to me. I has now been 31 days and I am still getting the runaround from Ocwen. I would like the CFPB to contact Ocwen on my behalf and request the release of my funds.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I applied for and was approved for a trial loan modification in XXXX XXXX with Ocwen Financial. I have made every modification payment on time in full. The Trial Modification ended In XXXX XXXX when I was approved for a permanent modification. I pulled my credit report and found that Ocwen has been reporting my mortgage as late every month since XXXX XXXX. I contacted Ocwen and tried to resolve this issue and was told that according to the agreement that I signed that they would report the mortgage as late. I went over the agreement with them and the credit reporting section states that " if the loan was in default at the time of the modification that they would continue to report it as late ''. I was not in default at the time of the modification. All of my prior mortgage payments were paid on time and in full. I was then told that XXXX payment was not received. I explained that when I went on line to make the XXXX payment that the new Modified payment amount was the only payment option available and they changed the payment due date to reflect the trial modification that I was approved for. I made that payment. I was then told that during the Trial modification that the full contractual payment had not been paid, only the modified amount and they are referring back to the original loan payment amount. This is an unfair predatory lending practice due to the fact that I signed a new contractual obligation during the Trial Modification and they should honor the new agreement they made with me as Payment in Full during the Trial Modification period. Also I was not informed at any time prior to or during the trial Modification that the mortgage payments I was making would be reported as late every month. I would not have opted for a loan modification. I was not having trouble making my mortgage payments. In XXXX I contacted Ocwen to try and see if they could offer me a reduced Annual Percentage Rate and the option that was offered to me was a Loan Modification. I have filed a dispute with all three credit bureaus and the response was that my credit account has been updated. Not changed. The unwarranted lates are still reflecting on my credit reports. I am currently in a real estate transaction. I have a pending offer on a house I wish to purchase to expand my business and I can not get approved for funding due to the erroneous information that Ocwen has been reporting. They have completely destroyed my credit. Any help you can offer would be greatly appreciated as time is of the essence. I have a XXXX XXXX XXXX!!! Thank You.
Company Response:
State: CA
Zip: 94605
Submitted Via: Web
Date Sent: 2017-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: in XX/XX/XXXX my mortgage company told me I was " approved '' for a loan modification and asked if I was interested in XX/XX/XXXX we entered into a three month trial period for the modification. I was told if I made all three trial payments, my modification would be final and permanent and included ( 1 ) my loan would be considered current ; ( 2 ) principal reduction ; ( 3 ) interest reduction and fixed rate ; ( 4 ) other incentives for keeping the loan current. Relying on those promises I paid almost {$14000.00} to retrieve the property from foreclosure by the homeowner 's association ; pay all back taxes and HOA assessments, legal fees, etc., had the property cleaned and the debris that was there removed. I moved in during the first month of the trial period ( the day I received the key from the HOA, who had changed the locks when they foreclosed and took possession ). I made all trial payments and on XX/XX/XXXX, according to the mortgage company, " the HAMP Streamline modification was completed ... ''. I continued to make monthly payments every month, on time. In late XX/XX/XXXX the mortgage company wrote to me claiming that they had made an error and that because the property was vacant, it did not qualify for the modification. I objected and appealed. ( 1 ) the property was not vacant, it is my primary residence as proved by driver 's license, electric bill and voter registration card provided ; and ( 2 ) if the mortgage servicer made an error, that was not my error, it is their error, and I should not be penalized. In XX/XX/XXXX with no warning or explanation, the mortgage servicer mailed a check to the property address, my residence, for almost {$6000.00}. No cover letter. No explanation. Just an check in an envelope. In XX/XX/XXXX the mortgage servicer hired someone to unlawfully break into my home and change my locks, with my possessions ( and pets ) inside. The locksmith posted a sign on the door stating that the property was in foreclosure ( which it was not ). He did have the presence of mind to realize it was a mistake and left his phone number so I could retrieve a key. My door is damaged. XXXX knows who has a key to my home. My deadbolt has been drilled out and does not work. I am completely vulnerable and the locksmith refuses to repair the door or replace my lock. This was clear trespassing and a violation of my privacy. In XX/XX/XXXX the loan was referred to an attorney for collection. Upon receipt of a demand letter I timely responded asking for all information relating to the debt, as is my right under the Fair Debt Collection Practices Act. I received no response from the attorney. In XX/XX/XXXX the attorney filed a foreclosure action and had me served on XX/XX/XXXX. I have continued to contest this action, object to the allegations, and they will not fix their mistake. The mortgage servicer acknowledged it was its error, and not mine, but refuses to reinstate the modification. By refunding my payments, and refusing to accept new payments, they threw me into default, it was not my fault. I was promised a modification, and relied on that promise to my great detriment ( nearly {$14000.00} in back taxes, back HOA fees, attorney fees, etc. ). My credit has been irreparably damaged. My reputation has been damaged. I am about to lose my home and I have done nothing wrong. All fees associated with collection, changing the lock, etc. are being charged to me, throwing me deeper in debt for something that is not my fault.
Company Response:
State: SC
Zip: 29579
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am faced with my third modification and/or appeal since XXXX 2017 with this Ocwen. This complaint is primarily about Ocwen Insurance Loss Dept. holding my money. I have filed complaint with youll, see, XXXX. Please read the following letter detailing my funds they have held for a year!!! TO ALL IT MAY CONCERN : XXXX XXXX XXXX XXXX Loan # XXXX with Ocwen Loan Servicing , LLC address : XXXX XXXX XXXX XXXX , XXXX , Tx XXXX XXXX MY COMPLAINT : OCWEN LOAN SERVICING, INSURANCE LOSS DRAF DEPT XXXX REFUSING TO GIVE ME MY MONEY!!!!!!!! If it were not Ocwen, I would not believe it is actually happening and likely you also. However, even for them this is hard to believe an organization can continue to operate with such unethical and immoral standards. I am starting with you 'll and hope and pray you can do something to police these criminals. I have written you about their horrific ways in handeling my mortgage during modification attempts and more but today I am sticking to the fact of MY insurance money they have in their possession and have had for over a YEAR! Yes, a year!!!!!!!!!!! I filed an insurance claim on my roof over a year ago. My insurance company, XXXX XXXX took months but finally after the adjuster completed his report, sent me an initial check for {$3100.00} ( XXXX XXXX, on XXXX dollars ) made out to myself and Ocwen. OH BOYm OCWEN! I sent the check to Ocwen and a few months later they sent me a check back in the amount of {$770.00} ( XXXX XXXX, XXXX XXXX, XXXX XXXX dollars and XXXX cents ), about a fourth of the {$3100.00}, made payable to MYSELF and the contractor, at that time " XXXX XXXX, XXXX division, of XXXX, Tx ''. They said because my mortgage was late they would delay full payment. As that turned out, XXXX XXXX, XXXX division, supposedly of XXXX, Tx. owned by XXXX XXXX, were/are flat out crooks and I had not done my homework. They are rated " F '' ( just like Ocwen ) with the Better Business Bureau. I gave XXXX, the salesperson for XXXX the check ( To help get started ) and they cashed it and I never saw them again!!! I have notified the NEXTDOOR communities to beware of them and more. I advised Ocwen also and that I had to get another legitimate contractor, this time I would not give any money up front, no matter what. Too shorten this, I loss another sibling and had to put one in hospice, this taking up months and I had already loss months trying to get my money back or the work done by the infamous crooks, XXXX XXXX! I had spoken with Ocwen Loss draft several times and advised I would be getting the work done. I got a call from them and middle early 2017 saying they were going to release the balance of my money! Ha! Never happened. Weeks later I called and was told my claim was being monitored? OK. I went on and to bring current, I finally got the worked scheduled by a contractor coming highly recommended, XXXX of " XXXX XXXX XXXX XXXX ''. They did an excellent job! I was so fortunate to get them, especially after getting an extension with the insurance company and also during XXXX aftermath of Hurricane XXXX. The work was completed, the inspection report was completed and all met requirements and the Ocwen site " InsuranceCheckClaims ''. Well, here comes they most unbelievable series of lies, deceit and must be unlawful XXXX that could only be at the hands of Ocwen. I have spoken with 15-20 reps there, some claiming to be supervisors and managers and assuring me they would get MY MONEY to me in haste. Instead, they have asked me to send, fax or upload copies of certified email I should have sent to the first crooks, XXXX XXXX requesting my money back. I did! Then, stated they needed copies of the contract between myself and the new contractors, The XXXX XXXX XXXX, and other documents signed by them. All that was done!!!, months ago. Then they claimed they would have to get copies of my divorce decree and Quit Claim Deed, signed by my X spouse. THEY HAVE ALL THIS, INCLUDING A " SPECIAL WARRANTY DEED '' RECENTLY SIGNED BY HER. namely XXXX. This they were having trouble getting from Ocwen Loan Servicing to XXXX XXXX XXXX XXXX. Can you believe that! I uploaded the full 10 pages of my divorce decree to the site! Then I was told, and the last person I spoke with, a XXXX at XXXX direct, she would get my money out to me. Of course, that was last week and she no longer answers the phone. And MY MONEY IS STILL SITTING THERE.!!! I am just increasing my XXXX XXXX meds and afraid that the balance of the insurance claim, some {$9000.00} ( XXXX, XXXX dollars ) will take the blessing of the government to get handled properly. I CAN NOT BELIEVE THEY CAN DO THIS AND CONTINUE TO OPERATE!!! I have names, dates, witnesses and have loss valuable time on a new job I recently started messing with these unsavory people at Ocwen. If Consumer Finance, The Texas Dept of Savings and Mortgage Lending, The Better Business Bureau and the Attorney General cant police them, who can? I am uploading a few of the screenshots, the documents listed and all the proof I can and will send you more to get something done about this. They have to be stopped and not allowed to batter people like this!!! Good heavens, I wake up each day, Ocwen heavy on my mind and it has affected by health and it just stinks!! I was out with some of the first responders after and during hurricane XXXX and almost lost my daughter and grandchildren, who lost all but their lives thank XXXX, and having to deal with an organization with and F rating at the BBB, a recent cease and desist order by the government I guess, and a history of lies,, deceit and covert operations is overwhelming to say the least. I was warned by several reputable firms, dealing with mortgage help with a houseful of attorneys that this is XXXX systematic way of taking homeowners ' properties, especially knowing I have a new roof. Now I really believe them. Again, I have folders overloading my computer of stuff I have sent to Ocwen, everything they have ever requested and I still am being treated so terribly unjust and at XXXX years of age, it hurts. I am making this available to all who I think regulate this terrible operation and the social media and do hope and pray I will get relief. They have HAD MY MONEY FOR A YEAR!!!!!!!!!! Can you help me and help prevent them from doing this to others in the future? Sincerely, XXXX XXXX XXXX, XXXX XXXX
Company Response:
State: TX
Zip: 77083
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX, New York XXXX RE : APPEAL Loan Modification - ACCOUNT NUMBER XXXX SCAMMED THROUGH XXXX XXXX XXXX, HIRED BY OCWEN LOAN SERVICING To whom it may concern : I am writing to APPEAL and in regards to a loan modification that was offered to me on XX/XX/XXXX via XXXX XXXX XXXX, a company which YOU HIRED TO FORECLOSE ON ME AND TAKE MY HOME AWAY FROM ME. Then on XX/XX/XXXX you send me a letter detailing the denial which states I have 30 days to appeal From the date of the XX/XX/XXXX letter. But you went ahead and started the foreclosure process already. I did not accept this modification because you did not do YOUR part to come up with a successful loan modification. A SUCCESSFUL LOAN MODIFICATION TO ALLOW A HOME OWNER TO STAY IN THERE HOME and A LOAN MODIFICATION THE ADHERES TO THE LAW SUIT THAT WAS SETTLED BETWEEN OCWEN AND THE CONSUMER FINANCE PROTECTION BUREAU OVER THE SUMMER OF XX/XX/XXXX. FIRST OFF, YOUR DENIAL FOR FUTURE MODIFICATION STATES THE ACCOUNT HOLDER WITHDREW HIS APPLICATION. I DID NOTHING OF THE SORT, I DID NOT WITHDRAW MY APPLICATION. XXXX XXXX XXXX A FIRM THAT YOU HIRED TO DO LOAN MODIFICATION REACHED OUT TO ME, I DID NOT REACH OUT TO THEM, GET THAT STRAIGHT. SECONDLY THEY WHERE CONTACTING ME AT MY PLACE OF EMPLOYMENT WHICH IS AGAINST THE LAW. WHY WOULD YOU HIRE OR WORK WITH THIS XXXX XXXX COMPANY AS XXXX XXXX XXXX AND HARRASS HOME OWNERES AT THERE PLACE OF EMPLOYMENT. I WAS XXXX XXXX SCAMMED BY OCWEN BECAUSE EVERYTHING THAT I HAVE READ ABOUT XXXX XXXX XXXX STATES THEY WORK WITH OCWEN IN MODIFING HOME LOANS. AMOUNGST ALL THE OTHER ILLEGAL PRACTICES YOUR FIRM DOES YOU HIRE XXXX XXXX XXXX TO DO YOUR LOAN MODIFICATIONS FOR YOU. THIS NEEDS TO BE LOOKED INTO BY THE CONSUMER FINANCE PROTECTION BUREAU AND AGAIN ANOTHER LAW SUITE AGAINST OCWEN. I REFUSE TO LOOSE MY HOME AND PROPERTY AGAINST THE XXXX XXXX LIKE OCWEN AND XXXX XXXX XXXX. YES TAKE THIS AS AN APPEAL AND THIS APPEAL WILL BE FILED WITH THE CONSUMER FINANCE PROTECTION BUREAU ASASP. CFPB NEEDS TO SHUT XXXX LIKE YOU DOWN. Thank you Regards, XXXX XXXX XXXX XXXX
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with XXXX XXXX for a property in XXXX, La. I once lived in a house on this property, but the house was destroyed in Hurricane XXXX in 2005, and all that remains is a vacant lot. Ocwen took over the loan after XXXX. The company has recently been sending me letters about force-placing flood and hazard insurance on this property. I have called them many times to inform them that there is no structure on this property, but they continue to send threatening letters about this insurance. Because the insurance they plan to place covers damage to a structure, and there is no structure on the property, this insurance would serve absolutely no purpose.
Company Response:
State: KY
Zip: 40291
Submitted Via: Web
Date Sent: 2017-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX my direct deposit was removed by ocwen. They said that I did not submit paperwork in time. I set up automatic withdrawals from my bank account and faxed the forms that they claimed they never received. XX/XX/XXXX My monthly payment was returned. I was told that it was returned in error and to resend it. They kept XX/XX/XXXX payment then XX/XX/XXXX payment was returned. I continually have gotten the runaround In XX/XX/XXXX a monthly payment was kept by Ocwen but the reversal of my Loan modification never was reversed as promised during a XX/XX/XXXX Email. All of my payments have not been applied to my account. I was told during one of many many phone calls to Ocwen that the employee handling my account was fired and my account fell through the cracks. This has caused me tremendous stress and I could not afford to fall behind on my payments. I did not have the funds to catch up. In addition I would like full credit for all payments made. Ocwen system shows that they have not received a payment since XX/XX/XXXX. Their system is inaccurate and I have receipts that show that I made payments up until XX/XX/XXXX when my payments kept being returned to me after I was told they would not be. In XX/XX/XXXX a representative told me they show that I was in arrears since XX/XX/XXXX and my only option was to pay the arrears. I recently received a court notice of foreclosure. I plan to seek legal representation if Ocwen does not rectify my records.
Company Response:
State: WI
Zip: 53216
Submitted Via: Web
Date Sent: 2017-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A