Date Received: 2016-04-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Our mortgage was purchased by Ocwen a few years ago. Recently ( XX/XX/XXXX ), I called to ask about the status of a loan modification that we applied for and was told that we had an outstanding balance on our account. I thought it was strange and so I checked to verify that we had paid our bill that month. I located my bill, checked the amount, and verified online that our check had cleared - it had. When I asked for more information they told me that there had been an increase our bill. However, when I asked about when this had taken place I was told that it happened after my bill was generated and mailed. In other words, I had NO WRITTEN ANNOUNCEMENT of the increase in the amount that they are saying took place on XXXX XXXX. I have tried 5 times or so to contact them about this and every time I have heard that the only people who can handle this are 'supervisors ' who happen to be on other calls each time that I call. Today it is XXXX/XXXX/16 and there is still no end in sight to this madness since I was just told over the phone by a normal agent that in addition to this my payment was going up again in XX/XX/XXXX to another amount for which I had NO NOTICE. Ocwen is well known for their frequent violations of legal procedures when it comes to loan management. They purchased our loan, it was not our choice to work with them. This sort of behavior should be dealt with more effectively and consistently. As far as I know many lawsuits and fines have been handed to them, and they have not changed any of the practices from the complaints that I have found on the XXXX. I am hoping that this is a more helpful avenue.
Company Response:
State: CA
Zip: 96002
Submitted Via: Web
Date Sent: 2016-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-21
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: We are writing to dispute the decision Ocwen/XXXX has made repeatedly denying us a modification on our loan and we are challenging the decision as to the reason of our modification being denied as well as our appeal to the reasoning of their decision on the reason for Ocwen 's denial of the modification. It was determined by Ocwen/XXXX denying us a modification because Ocwen/XXXX does not allow more than one modification per loan within a 2 year period. We contacted Ocwen and spoke with XXXX XXXX ( ID # XXXX ) and XXXX ( ID # XXXX ) on XXXX XXXX and XXXX XXXX as well as several other representatives and asked them to provide us with documentation showing that we were officially modified within the 2 year period. After researching our claim, Ocwen representatives confirmed that we were never officially modified on this loan. After researching the history of our loan, they did identify, which we confirm, that back in XXXX 2014 we were accepted into a pre-modification trial period in which we made three monthly payments ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ). After the three pre-modification payments, we received a letter ( see attached document ) stating that we were accepted into a permanent modification as long as these terms were met : sign and notarize these forms and return with the XX/XX/XXXX monthly payment. This is where the misrepresentation of Ocwen occured. Our relationship manager XXXX XXXX conveyed to us that Ocwen was upgrading their computer system and they were unable accept any payments on our account and/or verify that the modification was officially accepted. He told us that when the computer system upgrade was completed, he would be able to tell us if/when our modification was approved and when we can begin making payments. In the interim, we mailed in payments that we lost and never posted to our account and Ocwen opened up a research to find those payments. We continued to request to make payments over the phone and online ( or any possible means ) while they researched our missing mailed payments and they told us that the system was still down and they could not take a payment from us in either XX/XX/XXXX or XX/XX/XXXX and could not even confirm that our modification was approved. In that time we received this letter ( see attached XXXX XXXX stating that we were over 500 days past due/delinquent. Ocwen 's records confirmed that we were not modified. See attached monthly statements for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. If we had been modified the past due would have reflected XXXX. Our representative XXXX XXXX said " i do n't know what 's going on with this account but he assured us that when the system upgrades we would be due for one payment. More times than one on the phone with Ocwen representatives they kept saying their computers were down. We insisted on making a payment and following Ocwen 's instructions and payment amount, wired our payment and it accepted and then was reversed 10 days later ( see bank statement attached ). Ocwen could not even tell us why our payment was reversed ; they did not know why accept that their computers were down. Given all the documentation we are providing, and Ocwen representatives telling us we were not permanently modified, we feel were denied our modification unjustly and we request that we should be accepted into a pre-modification period and move forward. We look forward to you researching our claim and hearing back from you and a resolution with Ocwen. Ocwen says that their conversations are recorded, please request to listen to the tapes of these conversations with Ocwen representatives.
Company Response:
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2016-04-21
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: I also want you the cfpb to know that I did a deposition for a lawyer out of texas, he is defending XXXX whistle blowers that use to work for ocwen and I came across some very interesting emails from ocwen laughing and joking at our situation.. a lady named XXXX XXXX and another lady lol with smiley faces one asking the other to get us a mod and the other one saying like that will ever happen lol with a smiley face at the end ... but since you guys have let them do this to my family since 2011 you probably think its funny too ... thas fine and now the have XXXX to foreclose on us right after our deposition and they are the ones making a joke of it ... that 's ok its things like this that make our cases bc no one else cares and that 's the truth ... shame on you cfpb
Company Response:
State: OH
Zip: 45044
Submitted Via: Web
Date Sent: 2016-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-20
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Ocwen loan servicing has garnished my wages illegally. I foreclosed on a home in 2011, in California. I attempted to contact them every Monday for over a year to perform a deed-in-lieu or anything to make my situation better. I NEVER received a call back from my " case manager. '' I have not been sued by them for the foreclosure, but they have illegally garnished my wages.
Company Response:
State: CA
Zip: 94510
Submitted Via: Web
Date Sent: 2016-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-20
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: My mortgage company is reporting to credit bureaus that my account is closed due to bankruptcy filing of chapter XXXX. I am in a current chapter XXXX and making regular monthly payments to them but that not being reflected on my credit reports. i have called numerous time to have it corrected but nothing gets done and my cr5edit score is being effected by it.
Company Response:
State: IN
Zip: 467XX
Submitted Via: Web
Date Sent: 2016-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-20
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am the newly appointed personal representative of the Estate of XXXX XXXX. I petitioned for appointment on behalf of the Estate 's largest creditor ( XXXX XXXX ). The bank started a foreclosure on XXXX/XXXX/2015 and it has lain dormant to date. My research indicates that both the mortgage company and the law firm handling the foreclosure filed bankruptcy, and the law firm does not exist anymore. The Condominium fees accruing since the DOD of the owner exceed {$40000.00} and continue to accrue each month. Now the Court has sent out a Notice that it will dismiss the bank 's foreclosure case for non-prosecution. I am attaching documentation referencing the above. I do n't know if the address I provided for the lender is still good - I obtained it from the recorded refinance DOT.
Company Response:
State: MD
Zip: 20853
Submitted Via: Web
Date Sent: 2016-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-19
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I completed and submitted a loan modification package to Ocwen on XXXX XXXX, XXXX. On a follow-up call on XXXX XXXX, I was informed that the XXXX tax return that I submitted was not signed on page XXXX. I less than 1 hour, I sent a signed page XXXX in a pdf document via email, as I was specifically instructed to do. I also followed up to make sure that the document was received. I was told that the review would only take a few days, and would be complete well in advance of the schedule foreclosure sale on XXXX XXXX. I called back on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX and was told each time that the modification package was complete and being reviewed by underwriting ( and that I should have an answer in a few days ). I called again on XX/XX/XXXX and was told that underwriting was still waiting on the signed document - obviously meaning that it was not under review. After some research, the representative acknowledged that I HAD sent the document in question, and that underwriting did not understand why I had only sent page XXXX. He said that he would contact underwriting and explain the problem. I asked about whether or not the sale on XXXX XXXX would be postponed, and he said that it could not. I asked what would happen if the review was not complete, and he said " that would be a problem ''. I contacted the department of the Ombudsman on XX/XX/XXXX and spoke to a rep named XX/XX/XXXX. She indicated that underwriting STILL believed that they did not have a complete package, but that she would investigate and get back to me in a couple of days. No one can give me accurate information! This process has been on-going for more than 6 months. Ocwen reps seem unwilling or unable to answer basic questions or explain correctly how the process works. I get contradictory, and many times completely inaccurate information. Aside from the moral obligation, it is my understanding that Ocwen has a settlement in which they agreed to specific actions and procedures that they have not followed.
Company Response:
State: TN
Zip: 381XX
Submitted Via: Web
Date Sent: 2016-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-19
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: We have just completed our 4TH attempt at a loan modification. The first 2 times we filled out this paperwork through OCWEN and we were told that unless one of us dies or we completely lose our jobs that we would never qualify for a modification. The 3rd time we did this, we were successful due to hiring a 3rd party agency ( Paying them {$2800.00} ) ; only to be ultimately denied because of a document delivered to us ( on or about XXXX XXXX ) by OCWEN dated XXXX XXXX, 2016 ( see attachments dated XXXX, XXXX and XXXX ) asking for a payment due on XXXX XXXX, 2016 in the amount of XXXX ( which they received but then returned to me ). After being so completely distraught and speaking with Ocwen Agent # XXXX I have been told that my circumstances are unfortunate but I needed to go through the process all over again. See the contract I signed stated that my first payment was due XXXX XXXX, 2016. This contract was dated XXXX XXXX, 2016. On XXXX XXXX, 2016 I received a statement ( payment coupon ) from OCWEN requesting the payment of XXXX be paid on XXXX XXXX ; this is the amount of XXXX and XXXX trial modification payments combined. I TRUSTED that the documentation I received from OCWEN was truthful - however, I have since learned that it was a LIE and a TRAP to cause us to fail! Ocwen ( Agent # XXXX ) stated that since I had been approved for the modification before that I would ( MOST LIKELY ) be approved once again, this time with a lower payment as well. Why did Ocwen continue to send statements with a FALSE due date? It seems VERY apparent that they were TRYING to make us fail by sending contradicting information 3 MONTHS STRAIGHT! We were so excited to think that we would be moving forward with the opportunity to have our payment lowered appropriately. We have begged for OCWEN to PLEASE SEE WHERE THIS IS A MISUNDERSTANDING and ALLOW US TO KEEP OUR HOME! We can fulfill our obligations based on the modification that they have chosen to reject ... .Ocwen seemingly would prefer that our home be left empty No one wants it ... BUT US! WE WANT OUR HOME! We had it listed with an agent until we found out through working with a 3rd party in XXXX that we were going to be approved for the loan modification. In 90 days we showed the house 6 times and each time we were told it was n't worth asking price ( {$260000.00} ), but more like {$190000.00}. Furthermore, the dates on Ocwen 's Modification Appeal Review Completed documents do NOT match up with the dates on my signed contract for the loan modification ... .once again ; OCWEN is at fault for this incorrect information. OCWEN needs to realize this is a communication error on their part! ... .Agent # XXXX even stated that this was clearly a misleading - sending a statement requesting an amount of money on a particular date and then refusing the funds based on a DIFFERENT piece of correspondence that was also sent out by OCWEN .
Company Response:
State: IL
Zip: 622XX
Submitted Via: Web
Date Sent: 2016-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XX/XX/2016 I sent my mortgage payment in for XX/XX/2016, on XX/XX/2016 Ocwen received my monthly mortgage payment for XX/XX/2016. On XX/XX/2016 the check cleared my bank account. My monthly payment breaks down as : Check # XXXX ... ... total amount due for mortgage payment is {$1200.00} ... ... total amount I sent to Ocwen for XX/XX/2106 payment {$3000.00} ... ... I specified clearly on the check and on the monthly payment coupon for XX/XX/2016 sent to me by Ocwen, that I would like {$1800.00} to be applied to the PRINCIPAL payment of the loan and the rest {$1200.00} is for the XX/XX/2016 monthly payment. [ now out of the {$1200.00} there is a portion of that, that goes to the principal ] On XXXX I logged into my account on line and noticed that Ocwen failed to properly distribute my funds correctly. As you can clearly see, Ocwen applied all of my funds to the principal and nothing to the monthly payment. Since they have done this my account now shows that I still owe for XX/XX/2016, and in reality my account should next be due in XX/XX/2016. Yes, I am one month paid up on my mortgage payments.
Company Response:
State: AZ
Zip: 85326
Submitted Via: Web
Date Sent: 2016-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: on XXXX/XXXX/2016 I submitted a {$25000.00} payment to Ocwen for a principle prepayment on loan XXXX. They used {$1000.00} to pay my regular payment which I did not instruct them to do. I want the payment reversed and credited as I directed all to principle payment and my payment of {$1000.00} made on XXXX to my XXXX payment. Ocwen is a predatory mortgage servicing company run by thieves.
Company Response:
State: OH
Zip: 456XX
Submitted Via: Web
Date Sent: 2016-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No