Date Received: 2017-07-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I bought my home 11 years ago inXX/XX/XXXX. The loan I got was a terrible balloon/arm 30 year loan. The original loan servicer was XXXX XXXX XXXX. Then the loan was transferred to XXXX XXXX XXXX. And then it was transferred to Ocwen Loan Servicing. Ocwen has been servicing my mortgage for about the past 6 or 7 years now. In XX/XX/XXXX I ran into financial problems and was n't able to afford my monthly mortgage payment. So I tried twice to get my mortgage modified through Ocwen. During the second try, someone from Ocwen actually told me over the phone that I was approved for the modification and that my monthly payment would be around {$580.00}. I was so relieved until Ocwen sent me a letter saying I had been denied a modification. When I called them to figure out why they told me I was approved before. They told me they would have never said anything like that over the phone. So in order to save my home, I filed for chapter XXXX bankruptcy. I have been in Chapter XXXX bankruptcy since XX/XX/XXXXand I have just a few more months left to pay. So on XX/XX/XXXX, I received a verification of mortgage account letter from Ocwen and they are claiming I have a 45 year mortgage when I should have a 30 year. So I call Ocwen and they tell me " Oh its just a typo ''. So I just go about my business thinking everything 's OK. Then on XX/XX/XXXX I receive a mortgage payment change letter from Ocwen . And on the second page under the " New Interest Rate and Monthly Payment '' section, Ocwen claims I have 408 months left on my mortgage. Which would mean I have a 45 year mortgage. How did my 30 year mortgage become a 45 year? This is n't right at all. Also another complaint is my mortgage payments have fluctuated alot over the past few years. You will find my original loan terms document and both Ocwen letters attached.
Company Response:
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2017-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Ocwen Loan Servicing is reporting on my credit report a late payment in XXXX of 2016 and failed to fix the problem I attached a letter from Ocwen verifying and confirming the error but they still failed to address error
Company Response:
State: VA
Zip: 23234
Submitted Via: Web
Date Sent: 2017-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I understand that OCWEN Loan Servicing LLC is being sued by the CFPB for numerous charges including misapplying borrower payments, botched escrow and insurance payments. I have in the past and am currently battling OCWEN on these exact same issues. I am relieved to hear that OCWEN might finally be penalized for these unscrupulous business tactics. I am seeking assistance to stop OCWEN from foreclosing on my property. I have received Delinquency and Default Notices and they are threatening foreclosure although all of my payments have been made on-time and in full. I have never missed a payment! The following is a timeline of events related to my most recent issue : XX/XX/XXXX : Enter into attached Interest-Only Mortgage Modification with GMAC Mortgage ( this loan subsequently acquired by OCWEN Loan Servicing, LLC ) XX/XX/XXXX : Escrow Analysis received : effective XX/XX/XXXX, new escrow payment= {$410.00} total shortage= {$1300.00} new monthly payment= {$1500.00}XX/XX/XXXX : I sent written notice to OCWEN that I will no longer be paying my escrow with my monthly mortgage payment following disbursement of my property taxes by OCWEN from my escrow account. ( due to numerous discrepancies and inaccuracies in this and past Escrow Analyses ) XX/XX/XXXX : Property taxes disbursed by OCWEN to XXXX County, FL tax collector- {$2200.00} XX/XX/XXXX : Escrow balance= {$46.00} XX/XX/XXXX : Escrow Analysis received : effective XX/XX/XXXX, new escrow payment {$360.00} and total shortage of {$740.00} new payment = {$1400.00} XX/XX/XXXX - current : I make payment of {$1100.00} each month on-time and in full. This amount is the interest-only payment required per the terms of my Interest-Only Mortgage Modification Agreement. I am not required to pay escrow or principal until XX/XX/XXXX. ( See Section 4 of the agreement )XX/XX/XXXX - receive Delinquency Notice stating I owe {$3300.00} XX/XX/XXXX - receive letter from OCWEN stating hazard insurance coverage insufficient. XX/XX/XXXX - XXXX ( my insurer ) provides written notice to OCWEN that Insured is to be billed. XX/XX/XXXX - receive Delinquency Notice stating I owe {$3800.00}. XX/XX/XXXX - XXXX sends notice to OCWEN of new hazard coverage amount. XXXX OCWEN pays {$1300.00} to XXXX premium on policy for the insufficient coverage! XXXX I meet with a HUD Housing Credit Counselor and together place a call to OCWEN to rectify the issues related to the Default status, the misapplied portion of my monthly payment to escrow and why they made payment to XXXX and for the lesser hazard coverage. Nothing is resolved in the phone call, yet the customer service representative states he will email me a follow-up. XX/XX/XXXX -receive an email with the attached Reinstatement Letter - with fees and line items that make no sense at all. XXXX I receive my updated policy and invoice from XXXX for the increased coverage. I make payment of {$94.00} for the shortage as a result of OCWEN payment on XX/XX/XXXX. XX/XX/XXXX - receive another insufficient hazard coverage notice from OCWEN XX/XX/XXXX - OCWEN makes payment to XXXX in the amount of {$94.00} for the sufficient amount of hazard coverage. ( I discovered this today-XXXX ) XXXX Meet with HUD Housing Credit Counselor and place another call to OCWEN. Directed to a Relationship Manager. All the same questions which were asked on the XX/XX/XXXX call are asked again, with no resolution. The Relationship Manager stated repeatedly that I owe the escrow, he ca n't undo the Default status nor correct any negative credit reporting. He further stated that he could n't " de-escrow '' my account since I had less than a 75 % Loan to Value Ratio. How can this apply to an Interest-Only Loan?? I can never get my balance down, since I do n't pay any principal! OCWEN is trying to foreclose upon a customer who has never missed a payment! I am seeking relief from OCWEN 's threats of foreclosure. I demand OCWEN rectify financial information related to my account- bringing my loan current, removing all fees, stop applying my interest payments towards escrow, no longer make payments for insurance and property taxes on my behalf, and remove all negative credit reporting. I intend to ask XXXX to reimburse OCWEN for the payment they made and then pay XXXX directly for the total premium for the increased coverage. OCWEN will be provided a copy of the declaration to ensure the coverage is sufficient. I look forward to your response.
Company Response:
State: FL
Zip: 32812
Submitted Via: Web
Date Sent: 2017-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: O n XX/XX/XXXX I found out that Ocwen was supposed to send a a Non- Approval stating why I was denied loan modification. The Non-Approval letter should have the Net Present Value ( NPV ) that Ocwen used to decide non approval for all of loan modification from XX/XX/XXXX to XX/XX/XXXX . Ocw en has violated my Civil Rights under the 14th Amendment, procedural due process. Ocwen treated my application different from other applicants. Sending every applicant a non approval letter with the NPV was mandatory if the individual was denied the loan modification. The federal gave applicant a way to double check to make the loan institution used the correct numbers. I was never given that chancertain. Ocwen is receiving federal funds from the government, and is not in compliance of Title VI of the Civil Rights Act of 1964 dealing programs and activities. MAKING HOMES AFFORDABLE was a program that was funded by the federal government.. TITLE VI SUBCHAPTER VFEDERALLY ASSISTED PROGRAMS states the following : 2000d. Prohibition against exclusion from participation in, denial of benefits of, and discrimination under federally assisted programs on ground of race, color, or national origin. No person in the United States shall, on the ground of race, color, or national origin, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program or activity receiving Federal financial assistance. ( Pub. L. 88352, title VI, 601, July 2, 1964, 78 Stat. 252. ) AS I stated before Ocwen has refused to make available the NPV for my loan modification denials. No NPV was done for any of my loan modification because Ocwen refused to make them available to me.In Ocwen 's response, it was conveyed thatasking to see the NPV was addresses in my two previous complaints. If it was addressed, why do n't I have copies of the NPV. Ocwen 's sent me several documents along with reply to previous complaint. Nothing in that package discussed NPV. Below is the reply Ocwen emailed to me on XX/XX/XXXX : XX/XX/XXXX Lo an Number : XXXX XXXX XXXX XXXX E-mail : XXXX Property Address : XXXX XXXX XXXX XXXX , AL XXXX Dea r XXXX XXXX XXXX , Ocwen Loan Servicing, LLC ( OCWEN ) would like to take this opportunity to thank you for your recent communication regarding the above referenced loan. We appreciate the time and effort on your part to bring your concern to our attention. Pursuant to your request, we have reviewed the loan and below is our response to the concern raised : Concern # 1 You requested us to provide Net Present Value ( NPV ) used for the modifications during the years XX/XX/XXXX to XX/XX/XXXX . Response : Ocwen previously received substantially similar correspondence regarding the same issue, concern or request for information. A response to that inquiry was issued on XX/XX/XXXX by our Ombudsman department. As this request does not contain new or material information, we respectfully request that you refer to responses previously provided by Ocwen. Please contact us if a new issue or concern arises or if you like to request new information that was not received in a prior response. As of the date of this letter, the loan is due for XX/XX/XXXX payment. For any further information, you may contact our Customer Care Center at XXXX ( Monday through Friday XXXX XXXX to XXXX XXXX ET, Saturday XXXX XXXX to XXXX XXXX ET and Sunday XXXX XXXX to XXXX XXXX ET ). We hope Ocwen 's response addresses your query. Please take the brief survey on the link below. The survey will provide us with valuable feedback regarding your opinions on how we met your expectations with the response you received to your query. We understand your time is valuable and we greatly appreciate you providing your opinions in order to help us serve you better. Helping Homeowners is What We Do! XXXX XXXX XXXX loan= XXXX NMLS # XXXX XXXX This communication is from a debt collector attempting to collect a debt ; anyinformation obtained will be used for that purpose. However, if the debt is in active bankruptcy or has been discharged through bankruptcy, this communication is purely provided to you for informational purposes only with regard to our secured lien on the above referenced property. It is not intended as an attempt to collect a debt from you personally. NO OCWEN 'S RESPONSE DID NOT ADDRESS MY QUERY. I WANT COPIES OF THE NET PRESENT VALUE USED TO DENY ME A LOAN MODIFICATION. IT IS MANDATED BY THE FEDERAL GOVERNMENT.
Company Response:
State: AL
Zip: 354XX
Submitted Via: Web
Date Sent: 2017-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The loan servicer has made repeated mistakes on my mortgage loan which it refuses to correct or investigate, issued notices of default for amounts that more than what I own, eventually denied my loan modification application and continued foreclosure my property. The servicer continues to charge me late fees every month. The servicer is not respond to the Requests for Information. I am being denied an opportunity to save my home and avoid foreclosure through the Loan Modification program. The servicer denied my loan modification is not based on my income or ability to pay with a balance that I do not agree with because it includes fees and charges I have tried to dispute and be faced with foreclosure against me and I may loss of my home. I 've been submitted loan modification many times and Ocwen continued to denied it, am not able to compute mathematically, and whose balance includes fees and charges I am not being allowed to dispute or have explained to me by the servicer. The servicer is subject to an existing Settlement Agreement with my state 's Attorney General, and my loan is eligible for coverage under that order, but the servicer denied my loan modification is not based on my income or ability to pay and be faced with foreclosure judgment and I may loss of my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95148
Submitted Via: Web
Date Sent: 2017-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have previously filed a complaint to request modification assistance due to a loss of income. I have been getting conflicting information on my loan for the past 2 weeks. there has been credit and withdrawals on m y account because the under writing team made some mistakes. My escrow account has been increased several times. I am very scared and have read new about this case below. UNITED STATES DISTRICT COURT SOUTHERN DISTRICT OF FLORIDA XXXX XXXX XXXX DIVISION Case No. XXXX based on this information Ocwen has made mistakes where home owners end up loosing their home due to servicing mistakes.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We purchased our home in XXXX 2005 using an 80/20 loan. We have been struggling to make the payments for many years due to several reasons including the XXXX XXXX of our son and income earner injury causing loss of income. We met with a bankruptcy attorney several years ago who advised us that the 20 % lien holder ( loan servicer : Ocwen Loan Servicing, LLC ) would not be able to foreclose on the property, but could place a lien on the property making it so we could not sell the property before they were paid. Under the advice of the attorney we sought to work out a loan modification with both XXXX XXXX and XXXX XXXX XXXX ( 80 % lien holder ) with the intention of working with the Ocwen once that was resolved. We have persistently applied and reapplied for a loan modification numerous times with the XXXX and XXXX XXXX XXXX and finally were successful. It seems to be that it may be a legal foreclosure, however, the concern is that the XXXX service providers ( Ocwen Loan Servicing, LLC and XXXX XXXX XXXX ), and involved banks ( XXXX XXXX XXXX , XXXX XXXX , XXXX XXXX , and XXXX XXXX ) may have a relationship in which they are working together to obtain properties by foreclosing on the 2nd lien. The first lien holder must be paid first, therefore, if the 2nd lien holder forecloses they must turn over any amount recovered during the foreclosure sale to the first lien holder to satisfy the first lien. The only way the 2nd lien holder would acquire payment is if the house sold for the amount of both loans. However, in this case, the property was sold for {$19000.00} ( less than 10 % of the county valuation ). There is {$80000.00} outstanding principal on the 1st lien holder 's portion. In addition, the 1st lien holder 's attorney was contacted regarding the foreclosure and asked what affiliations they had with different banks. They refused to disclose their affiliations and the attorney refused to identify themselves when asked.
Company Response:
State: TX
Zip: 78109
Submitted Via: Web
Date Sent: 2017-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am refinancing my mortgage with Residential Home Funding ( RHF ) and wanted to complete the process as a XXXX . The existing mortgage company is Ocwen, and assumed servicing the loan when GMAC went out of business. I was told that their process would cost me {$600.00}. and would take 6-8 weeks to complete. I started the process on XXXX XXXX and the title company for RHF handled the initiating process. I reached out to their lead person for the process ( XXXX XXXX ). After waiting for 8 weeks, Ocwen informed RHF that they did not have the orignial note. RHF ask for a Lost Note Affidavit in lieu of the note so that the closing could proceed, and Ocwen refused. I have written to XXXX and just left another message for her today ( XXXX / XXXX /2017 ) pleading that they provide the affidavit since the original note is lost as she has indicated in her email to me. My ask is that they provide the document before I lose my interest rate lock and are penalized and I have already paid their fee of $ XXXX .to engage the process. As a consumer, I feel that I am caught in the middle of a bureaucratic nightmare that is truly one company 's policy, that at the very least should have been stated up front before they took my money and down this 8 week path to no where.
Company Response:
State: NY
Zip: 11413
Submitted Via: Web
Date Sent: 2017-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have had loan XXXX with Ocwen for several years. It did not originate with them, but it was transferred from XXXX. I am a XXXX and have been XXXX XXXX, but then I left XXXX XXXX and was off XXXX until later when I went on orders with the XXXX XXXX XXXX. During times I have been on XXXX, my mortgage companies have honored the Sailors and Soldiers Credit Relief Act ( SCRA ) and have dropped my interest rate. This has been a major help to me.
However, recently, I sent in my orders and received notice that they would not honor SCRA. They said that because the house was purchased while I was on XXXX XXXX orders years ago, despite being XXXX XXXX and then going on new orders, they would not honor SCRA. All my other mortgage companies do. In addition, we have had numerous challenges with this property. Though it is listed as an investment property, we purchased it hoping that it would house either our family or my mother in XXXX. However, that has not worked out, and we have tried for many years now to rent it and sell it since the value has been underwater. We tried to work with Ocwen on a short sale, and Ocwen was so aggravating and constantly asked for the same paperwork over and over again. We ultimately were not approved for the short sale, so we are stuck renting it at a major loss, but Ocwen has been absolutely horrible to work with. Every time we call we get a different person, and they are not from the United States and never seem to understand what we are trying to do. In the SCRA situation, we just received the following letter. I have been out of XXXX XXXX since XXXX, so I find it hard to believe that for all these years, they did n't have the right information. I also feel that they are not applying this benefit properly, and I hope that you will investigate. Dear XXXX, On behalf of Ocwen XXXX XXXX, XXXX, the Escalation Department would like to thank you for your recent inquiry. The Escalation Department was created to provide a resource to assist with unresolved concerns and issues. Thank you for bringing your payment and SCRA benefit concerns to our attention. Ocwen has completed the research into these concerns and confirmed all issues are resolved. The law does limit eligibility for this interest rate protection on loans incurred before the service-member enters into military service. Example is when on XXXX XXXX. The DMDC website was created to confirm the military status for creditors and various entities to determine eligibility for SCRA protections. We obtain a DMDC certificate that confirms the military status. The DMDC has performed several updates recently to ensure that the data provided is accurate. Previously we provided the 6 % interest rate protection on the loan during a XXXX because at the time, the DMDC website indicated the loan was not originated while you were on XXXX XXXX. Currently, the DMDC 's certificate shows that the loan was originated while you were on XXXX XXXX. Although you were provided the benefit of a lower interest rate during the course of the servicing of this loan, as per the information we obtained, we are not able to adjust the interest rate per the SCRA requirements. If these payments are going to cause financial difficulty, we suggest that you attempt to refinance or you may contact us to discuss the possibility of a modification or settlement of the debt. Please accept our apology for any confusion regarding this issue. Should you have any further concerns, you may contact me directly toll free at ( XXXX ) XXXX, select Option 1, Extension XXXX or email XXXXXXXXXXXX. For general account questions, you may visit XXXX. You XXXX also contact Ocwen 's Customer Care Center via telephone at ( XXXX ) XXXX. Monday? Friday XXXX XXXX? XXXX XXXX ET Saturday XXXX XXXX? XXXX XXXX ET Sunday XXXX XXXX? XXXX XXXX ET Ocwen Loan Servicing, LLC XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, FL XXXX Sincerely, XXXX XXXX Escalation Relationship Manager Ocwen Loan Servicing, LLC This communication is from a debt collector attempting to collect a debt ; any information obtained will be used for that purpose. However, if the debt is in active bankruptcy or has been discharged through bankruptcy, this communication is purely provided to you for informational purposes only with regard to our secured lien on the above referenced property. It is not intended as an attempt to collect a debt from you personally.Company Response:
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2017-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX my father was found dead in his home in XXXX. Has his eldest daughter the responsiblity fell on me to see that he was laid to rest respectfully, has a result i had to take time of from work take my kids out of school and go to XXXX to make the neessary arrangements. My father was laid to reston XX/XX/XXXX, however this event cause me to fall behind on my mortgage and other bills. Since then it has been very strenuous for me to get caught back up on my mortgage resulting in my action to file bankruptcy which was discharge. Upon my bankruptcy discharge i filed for a loan modification with my mortgage company whish was approved on XX/XX/XXXX. The aggreement was that i was on a trial period plan and that i must pay {$650.00} on XX/XX/XXXX ,XX/XX/XXXX and XX/XX/XXXX and when those payments are made they would send a some documents for me to sign that will finalize the loan modification. After making XX/XX/XXXX and XX/XX/XXXX payment on time i received a letter stating that i was denied my loan modification due to not signing the trial agreement. I call Ocwen to let them know that i didnt received any such documents and if i did why would i not sign it. I explain to them that this is my home and the only home my kid have why would i not sign that papper and send it back. I keep telling the man on the phone that i never received the document he then said to me that it shouldnt be a problem he reasure that all would be ok and that he will email me the form to sign and fax back to him which i did that same day on XX/XX/XXXX. I call back a few days later and i was told that i have to apple for the loan modification all over again which i did and i seem to get is the run around and no answer. Now i was summons a forclosure notice which im trying to get help with. At this moment i dont know what to do or where to go. Thanks for your time.
Company Response:
State: NJ
Zip: 08104
Submitted Via: Web
Date Sent: 2017-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A