Date Received: 2016-04-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I finally completed a mortgage modification with my quite predatorial mortgage servicer OCWEN last year. It took close to 1.5 years to complete and 4 tries because they insisted there was always something slightly wrong with my documentation. In fact, the only thing that made it actually be accepted was the last complaint I filed against them with CFPB, after which it was accepted quite rapidly. Once accepted, I made all the trial payments as specified by them and the modification was granted. I then continued to make my new modified mortgage payments on time, very rarely a a day or two late, if at all. However, while OCWEN would receive my mortgage payments in a timely fashion, they would not accept the payments immediately upon receipt. Rather they would hold them for at least a month and at times it appeared indefinitely, unless I interceded. What emerged so that this situation would be avoided, was a need for me as the consumer to call them every single month to get the monies I 'd already paid them, accepted by them as the mortgage payment for that month. Every single time this was burdensome to me, with their agents repeatedly telling me I was wrong, mistaken, they did n't know anything about it etc. Typically these calls would take an hour or more until they read the notes on the account in sufficient depth that they slowly acknowledged I was right and they would almost begrudgingly accept the mortgage payment -- a month or more late in terms of their records. The most standard explanation, though I heard various versions, was that the payments were accidentally still being held by the old mortgage account, basically getting stuck there due to OCWEN 's technical errors, and then needed to be manually credited to the modified mortgage account, causing the delay and my need to forcibly insure it happened at all. Of course, all the while my credit score has been artificially lowered due to their erroneous reporting, and I believe they could try to make the claim that I have not actually been paying on time, in a way, keeping 'two sets of books '. Repeatedly, on these calls I had with them every month for 8+ months, I would then -- after the painful 45 minutes of trying yet again to prove I was right and knew what I was talking about -- attempt to get them to take the next step, i.e. to prevent it from happening again the next month. This part of the process with them would happen in a variety of ways, but invariably in the end I would receive all sorts of assurances from OCWEN representatives at various levels that it would in fact be fixed, only to have it repeat again the next month. Finally, I resolved to stay on the call as long as it took to be certain that the situation would get fully researched by their research department, taking a day off work to do so, as I had carefully looked back over every payment I was asked to make and everything seemed to check out that I did not owe them any money I had not already paid them, and was indeed current on my mortgage. This call took 3+ hours, but I thought I was finally out of the woods and they would confirm that the accounting was indeed their error, as every person I spoke to along the way was eventually convinced was true after reading through the case notes. However, this turned out not to be the case at all -- when their internal verdict came back, it was in fact that I was indeed behind a month on my payments and on top of that I owed them an additional sum of around {$900.00}. The explanations provided were too convoluted for me to follow. Of course, all along the way they have been sending me pending foreclosure type notices because of my theoretically not being current, something they have only accelerated since this " resolution '', escalating the language around " mortgage default '' etc.
Company Response:
State: CA
Zip: 947XX
Submitted Via: Web
Date Sent: 2016-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-26
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Ocwen has been a two year nightmare and is progressing from horrendous to worse. ( roughly reverse chronological order ) a. Ocwen asked me my race for the first time in 2 years after taking loan workout information over phone due to multiple Loan Workout Package submission fails by Ocwen. Today I received a foreclosure notice. This really ca n't get any worse b. ( Ocwen has finally updated technology and now uses esignature - unfortunately, they do not know how to use esignature as forms require dual signature and esignature was set up for single signature. The process confirms the signature and all is " complete '' - but continued to send 'incomplete ' messages. Phone call to customer service said all was complete. While back and forth was going on - time expired for documents in review. This was the 8th or 9th time this process has failed. c. Ocwen 's failure to accept payments has cost my family substantial increase tax payments d. Ocwen 's failure to use their information on record, or may be data hand off from XXXX, caused home insurance company to refund my payment ( why did this happen in year2? ) More a sign that Ocwen has serious processing issues. e. Ocwen could not process loan workout package because their internal processes failed to meet required government deadlines. They sent workout package for signature and notary after without time to review package or have reviewed by professional. the customer service rep ( CSR ) did not understand what a notary does and asked why they could n't adjust date [ hint : that 's illegal ] not CSR 's fault, training, mngt prob g. Ocwen had multiple contact streams running uncoordinated for the past two years. While Collections is calling for payment, Operations could not accept payments and encouraged to complete loan modification package. The entire time loan modification package is " in process '', harsh letters, foreclosure warnings, etc. are mailed to house which greatly challenged relationship with my wife and family. Nobody believes a company can be " that bad '' and that messed up - Ocwen is worse than that. Online payment was not available because of operations inability to accept payments. ( I do n't know if this is still issue with Ocwen in general, but was major problem for year ). Again, the investor or holder of mortgage was n't paid either, so Ocwen provided disservice to both sides of servicing relationship. In my case, Ocwen 's disservice caused health problems ( you ca n't sleep when you get foreclosure notices and you call and speak to someone who ca n't help you, does n't understand how their own system works and defaults you to encouraging you to file for loan modification due to hardship - On several occasions they actually encouraged completing hardship loan modification forms to reduce payment, " many customers are having their payments or their loan amount substantially reduced, just fill out the package. '' h. When I could not get answer on payment amount I sent $ XXXX then $ XXXX to catch up on payments, one via certified check, one via wire as instructed - yes paid fees - and each was returned. Payments were made with Ocwen guidance and specified amounts - but Ocwen 's on people could not agree on to the penny amounts - which they said was the reason for XXXX return - No one had an answer for other returned payment - again, the CSR 's had inadequate knowledge, training, systems, processes, workflow, means of escalation. i. No handoff from prior servicer - When I called to make phone payment to prior servicer I was told my account number was not valid. CSR at lender said it must of been transferred but did not have any info or chose not to share ( XXXX ). When I got in touch with Ocwen, they said they did not have information that I should call back in 3 weeks. When I called back they asked for 2 more wks - all I wanted was an account number and to make payment. Yes, I 'll be expert witness
Company Response:
State: NJ
Zip: 07920
Submitted Via: Web
Date Sent: 2016-04-26
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-24
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: According to Ocwen employee with Employee ID # XXXX, Ocwen has initiated foreclosure proceedings against our property. Ocwen entered into a National Service Agreement with the CFPB and with attorneys general and state banking regulators in XXXX states, and XXXX. The consent order addresses Ocwen 's misconduct during the mortgage servicing process. It also covers XXXX companies previously purchased by Ocwen, Litton Loan Servicing LP ( " Litton '' ) and Homeward Residential Holdings LLC ( previously known as American Home Mortgage Servicing, Inc. or AHMSI ). AHMSI was our previous servicer prior to Ocwen. Ocwen must adhere to significant new homeowner protections. The consent order requires that Ocwen follow the servicing standards set up by the 2012 National Mortgage Settlement ( NMS ) with the XXXX largest banks. According to the consent order, Ocwen was to provide us a copy of loss mitigation statement in one or more communications no later than 14 days prior to referral to foreclosure attorney or foreclosure trustee. We have received a certified letter from a foreclosure attorney which means Ocwen did not provide us a loss mitigation statement no later than 14 days prior to referral to a foreclosure attorney and is in violation of the consent order.
Company Response:
State: TX
Zip: 78628
Submitted Via: Web
Date Sent: 2016-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-24
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I want Ocwen a division of XXXX XXXX to pay off the lien on my property with the {$130000.00} I already paid to my duplex. I want IndyMac a division of XXXX XXXX to extinguish {$80000.00} they reported to the IRS and count all of the {$97000.00} paid to the modification. I want credit for payments to HOUSE {$720000.00} {$510000.00} = {$200000.00} ESCROW payments {$200000.00} paid to Indymac and {$180000.00} paid to XXXX {$150000.00} paid to fleet {$150000.00} to XXXX XXXX to credit cards ( with {$23000.00} to XXXX of {$38000.00} added to mortgage ) DUPLEX {$350000.00} - {$99000.00} = {$250000.00} escrow payments? {$190000.00} paid. XXXX foreclosure ( {$150000.00} to {$33000.00} VA loan XXXX ) -- -- -- -- - ESCROW surplus.? {$39000.00}. XXXX - {$88000.00} est 17 years WHERE IS {$120000.00}? {$250000.00} - {$17000.00} estimated WHERE IS $ XXXX+XXXX {$370000.00}? {$260000.00} + XXXX + {$38000.00} XXXX XXXX fake mortgages? {$360000.00} was not paid off. It was ADDED! I want to know what is going.on and why these loans were released twice. In XX/XX/XXXX and again in XX/XX/XXXX. I WANT This FIXED! Estimated {$100000.00} disbursed
Company Response:
State: MO
Zip: 64081
Submitted Via: Web
Date Sent: 2016-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-23
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: i believe Ocwen has not been forthright with dealing with my mortgage and one example is they foreclosed on my house and did not obey the judge 's order to give me a total on what i owed them during bankruptcy.My mortgage went from XXXX to XXXX and was but on loan modification that to me wasnt one because the payments where irregular and never offered me any relief.i am not an accountant but i believe i have been mistreated.my score has changed and the delinquency i has been taken off XXXX scores seem to be up to date.
Company Response:
State: PA
Zip: 19146
Submitted Via: Web
Date Sent: 2016-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-22
Issue: Settlement process and costs
Subissue:
Consumer Complaint: To whom it may concern, This is a complaint against not only ocwen llc, but, also goldman sachs, for fraulant activity, dealing with my mortgage that originated with XXXX, apparently Ocwen, went to XXXX XXXX to invest in my property and they did as of XXXX/XXXX/XXXX. My loan with deuache Bank was paid off, Ocwen never gave me my satisfaction of mortgage, so I went to city hall and they informed me that my account had been updated as od XX/XX/XXXX,. On XXXX XXXX XXXX, one day before forclosure which I was not informed of, I was called by someone in the research esclations deptment telling me not to worry about the forclosure that my house is in the satisfaction of mortgage dept, well low and behold my home was sold on XXXX XXXX XXXX, even after the sherriff had told the law firm it was a fraudulent sale, 30 minutes later they had bought my home. Now I have been fighting to keep my home filing motions and being denied, I do not know if I could appeal it now I 've been sick, and my sister in law passed, But, I will go do that on XXXX/XXXX/XXXX. Now I have called Ocwen research XXXX/XXXX/XXXX, and they are again telling me it 's being investigated. I also called XXXX sachs reguarding their investment on my home and they toldme they ca not discuss this with me, but, he will be getting intouch with Ocwen, to see what is going on. Apparently, Ocwen, was servicing both of these investments, I have called XXXX and spoke to a vice president, who claims although he had everything stating my loan was satisfied in XXXX he could not put anything in writing. I do n't understand how people could sleep at night knowing they owe you what is yours. Now I have Ocwen 's eviction lawyer XXXX XXXX, phone number XXXX XXXX, she too has that it is paid off and she told me there going through with the eviction, Please help me, My home is mine, and no judge will go against another, they wont even look at my evidence, this is a violation of my rights. I need your help ASAP, Please I have XXXX daughter 's and a granddaughter in my home with me. Ocwen 's reo is coming to my home at night and flashing a flash light in my front window, that 's trespassing. I do n't know what to do, I have no money it has all gone on saving my home, Please Help Me.
Company Response:
State: PA
Zip: 19145
Submitted Via: Web
Date Sent: 2016-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XXXX 2005, I signed the mortgage on a property that my wife was purchasing. I did not signed the note. The property was further awarded to my former wife at divorce. I have requested the servicing agent OCWEN to delete this account from my credit report. Ocwen has denied my claim. I have requested copy of the original NOTE, OCWEN has not provide, they has stated that they do not have it. I have exhausted my efforts to get this matter corrected, unfortunately, Ocwen does not want to correct this inaccurate reporting.
Company Response:
State: CA
Zip: 92620
Submitted Via: Web
Date Sent: 2016-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Our loan is serviced by Ocwen. We inquired about a payoff amount in XXXX. When we received the payoff amount in addition to the principal amount due it included over {$16000.00} in an interest arrearage. This {$16000.00} was kind of hidden. We did do a forbearance on our loan back in XX/XX/XXXX which did alter/increase our payments for a period of time ( about a year ). The loan was transferred or sold sometime after that. We have asked Ocwen on many occasions since XX/XX/XXXX to provide documentation of an agreement to pay this additional interest they are adding on our payoff. They keep putting us off saying that they are opening a research request and then the issue went to an Escalation Manager who is also continuing to " research '' the issue. As of now they still have not provided any documentation saying that we would be charged this additional interest. We have been sent a Balloon payment notice saying that our entire loan is due and payable in XXXX, XXXX. They are trying to force us to pay this additional interest that we have not ever agreed to pay and do not feel that we owe them.
Company Response:
State: WY
Zip: 82901
Submitted Via: Web
Date Sent: 2016-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-22
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I had hardship due to divorce and becoming a displaced worker. I contacted OCWEN prior to my last day of work t start modification process in XXXX. The home is underwater and I have exhausted my savings during this stressful process. OCWEN sent me an informal appraisal dated XXXX/XXXX/16 and sent me a copy of the underwater values I have provided everything they have requested. They have lost information effecting correct NVP, missed phone appointments XXXX I have only spoken to my relationship manager on inital call. XXXX/XXXX/16 in the 7 calls following I have a different Agent ID #. I was told by an agent that the phone appointments are completed by an automated system so that calls are on time. However the first available agent will take that call. I have never spoken to the same person twice.I have the right to correct values on my denial ( they said I was denied because was n't behind and had enough assets to pay ) According to HAMP qualifications you do not need to be behind to apply. The homeowner Bill of right says we have the right to one point of contact. It also states that we have the right to appeal denial. I am at my wits end I have gone through every hoop and I DO qualify. They have show great negligence in the handling my request for modification. I have a paper trail including every ID # of agents and every communication. I have confirmations of scans sent and OCWEN stating they did not receive it.. They have missed phone appointments, lost paperwork, drained my savings and I am at the point I can not make further payments at the unmanageable rise in both XXXX and XXXX starting in XXXX from {$1100.00} to {$2400.00}. I have retained part time work at the school district but only get paid monthly. I have providied my first paystub and I have a long term supplemental assignment and sent them a copy of assignment from school district. I have waited an average of 2 weeks wait time to speak to my relationship manager and every time it is someone different. Please look into this matter I have sent my denial appeal package they lost and it was not accepted because my email was restricted ( have copy ) So I resent it again tonight using my other email and it went right through. ( have confirmation ) I complained they lost corrected values and I was actually blocked from sending additional information to XXXXXXXXXXXX. They are breaking every rule for customer service I have every experienced. I am highly organized and I have a foot of paperwork from last three months I need help because they are not responding to my request.
Company Response:
State: CA
Zip: 96150
Submitted Via: Web
Date Sent: 2016-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-22
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: This property has been in and out of foreclosure since 2010. Because of this, the owners refuse to pay any of their HOA dues and/or maintain the property - citing that its the banks problem. They still live there and owe over $ XXXX. There are now holes in the side of the home and the property is a complete eyesore.
Company Response:
State: OR
Zip: 97229
Submitted Via: Web
Date Sent: 2016-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes