Date Received: 2015-04-04
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I hold a mortgage with Ocwen Mortgage company. Since XXXX, I have been behind my paying my mortgage. I have contacted them telling them my husband 's company was slow in his XXXX but we should be able to catch up. In XXXX, I tried to make a payment to their website where I have established an account but I could not go through successfully. When I contacted an agent, the agent advised me to do it through XXXX XXXX and assisted me in doing it. A few days later, Ocwen sent me a mail telling me that I should include my accoutn # on the XXXX XXXX payment which is odd because the payment was made with the assistance of an agent. Fearing that that something was not right, I went on and paid through my bank account and it went through. On XXXX XXXX, I called the automatic phone line of Ocwen and initiated an automatic payment. I received an email confirmation that the payment was received. But for days, I noticed the money has not been cashed out of my account. I called Ocwen and talked to an agent and asked why the money has not been cashed out. The agent told me that it will be posted. I wanted to make another payment before the XXXX of XXXX but I was worried that the last payment has not been cashed out. On XXXX XXXX, I received a call from someone identifying himself as an Ocwen representatitve. His first sentence was that the conversation was going to be recorded. Unsure of who that person was, I informed the agent that I was going to record the conversation too. The agent hung up the phone on me. What ensued after this incident was a cascade of conversations with Ocwen representatives depicting lies and excuses for not receiving the payments as posted. I offered to pay some other way besides XXXX XXXX or the automatic vocie mail to bring my account somewhat up to date. I was refused to do so and I was accused of putting the wrong information causing their intake system to reject my payments. I was told that I had passed my 90-day limit and could not pay at all. This has caused a lot of frustration and distress.
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Filed on : XXXX XXXX XXXX by : XXXX XXXX XXXX XXXX XXXX CA XXXX against : Ocwen Loan Servicing, LLCComplaint Description : Company declined to accept my mortgage payment. LOAN : XXXX I called OCWEN customer service and spoke with Agent XXXX. Since I always make sure payments are cleared from my account, I called OCWEN to confirm they received my monthly mortgage payment. Since I have had issues of this matter in the past with this company. Agent said, the company received payment from my bank on XXXX in the amount of {$4000.00}, but Company declined to accept my payment. I asked why, they said that the update shows there were XXXX declined payments for the last six months, so now they want me to send cashier check or make payments through XXXX XXXX. I made a complaint about six months ago that the system they have is having issues in accepting payments online, but they replied that it was me that was inputting the information incorrectly ; I totally disagreed because I have XXXX accounts, and my other account I have no issues ; however, I decided to make this payment directly from my own personal bank account without using OCWEN online payment system needless to say I do n't trust. Even in those circumstances that we were back and forth trying to solve the issue of non-acceptance of payment by this company online service, I paid my full amount without being late within the 15 day grace period. Once I decided not to continue using their account online payment service, they were receiving the payments through my personal bank account online payment service and everything was fine. But my XXXX payment in the amount of {$4000.00} was not accepted by OCWEN ; agent said that payment has to be in the form of cashier check or XXXX XXXX or any type of certified funds. I explained the agent that I never received a letter of change of policy. Agent said that they mailed the letter with the explanation of the above mentioned changes on XXXX XXXX, 2015. They received the payment in the amount of {$4000.00} on XXXX XXXX, 2015 ; they agent said, and they have a change of policy on XXXX then XXXX is sent to me on XXXX. I questioned the agent, why did n't OCWEN notified me in advance of this change? At the writing of this complaint I still have n't received such letter which supposedly went out on XXXX XXXX, 2015. Does this company make changes and enforce them first then later on notifies clients? Even though I strongly believe there 's something wrong with their online payment system, and I feel more comfortable making the payments from my bank account, why this company did n't accept my payment? Furthermore Online Banks do n't issue a check if funds are not there to substantiate a payment. It 's not like I am writing the check myself. It 's unfair that I was not notified at least a month in advance of policy changes here, now I am stuck with making payments and incurring extra costs to satisfy their choice of last minute policy change ; I tried at all costs to explain to the company that there 's something wrong with the online payment system. Even in those circumstances XXXX way or another I got my payments on time. I have a perfect credit, but I have been treated here like I am delinquent on my loan. It 's very unfair OCWEN make chances and you does n't notify clients of changes in advance. Now I have to wait till the payment the OCWEN declined due to last minute change of policy is credited back to my account. It 's {$4000.00} dollars. Your Desired Resolution : Why I have been penalized for six months to make payments only through certified checks or XXXX XXXX? I want to use my personal bank account online system to continue making payments.
Company Response:
State: CA
Zip: 90026
Submitted Via: Web
Date Sent: 2015-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Due to unemployment of a XXXX job this summer, I fell behind in my mortgage payments. I informed my relationship manager in XXXX I would find another XXXX position in the fall. I took my XXXX XXXX pay and made a payment in XXXX. Ocwen 's position was because the date of the XXXX payment was beyond their XXXX day window, I was informed I had to enter into a repayment plan to catch-up on the payments I missed. I am in agreement with that. She also stated we would determine the payments after the return of the XXXX payment. On XXXX XXXX, 2014, my bank cleared a check for {$1100.00} to Ocwen Loan Servicing. I have sent Ocwen the following bank records several times:1. A copy of the cancelled check2. A letter from XXXX stating the check cleared on XXXX XXXX, 2014. 3. A copy of bank statementTo this date, the mortgage payment has neither been refunded nor been applied to my account. I filed a complaint with the Better Business Bureau. The case number is XXXX. My attorney, XXXX XXXX of the XXXX has also sent correspondence about this issue. How can this problem be resolved when Ocwen keeps:1. Changing the person " working '' on this problem2. Admit they have no record of my XXXX paymentWho is actually assigned to work on this problem? What realistic steps have they taken to find my XXXX mortgage payment? How can Ocwen write me and admit they have no record of my payment and expect me to be OK with that? I have provided Ocwen with banking documentation normal financial institutions would find acceptable. Apparent, Ocwen has problems with record keeping if they have over XXXX complaint to the Better Business Bureau with an F rating. I receive a response from a different person from their ombudsman office with a general statement stating that will respond by a certain date and that letter turns into another request. Ocwen keeps asking for the same information over and over again trying to shift the responsibility for clearing this up with me. I do not work for them. What information from of the back of my check does Ocwen need to find the transaction they lost? I am not the XXXX that failed to keep accurate records when they cashed my check. Since I have proved I paid an XXXX 2014 by providing the XXXX bank documents, how does Ocwen get to write back saying they can not find it? I think they might be deliberately stalling to earn more interest. Ocwen can either accept my payment or refuse. They have refused so it looks like I am deliberately not paying which is not true. Why do I have to be in the limbo state due to Ocwen 's inability to keep accurate records?
Company Response:
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2015-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-04-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Attached please find all my supporting documents of regular payments, ON TIME, and the escrows accounts in question. I have been trying to rectify this situation by calling the phone number furnished on the Ocwen document, XXXX. I have spoken numerous times before I started to take names and employee ID 's. Those names are as follows ; XXXX # XXXX XXXX # XXXX and their supervisor XXXX # XXXX. I requested a supervisor when I was not getting a comprehensive answer to any of my questions and concerns. I also kept giving my cell phone number when speaking to them and asked for the information they have on file to be changed. That never happened even when XXXX said, " I will email my supervisor and give him that information to return your call '' only then did I get a call back because I told them that I had to get a lawyer involved. When XXXX did call me back it was on my HOME phone number which I specifically asked them NOT to call me on, just the number I gave XXXX and XXXX. When I asked XXXX why he called me on that number he just said, " Sorry ''. Really? Am I supposed to have faith that the people in charge of my mortgage will do it right when they can not even get a proper phone number? I had asked him to explain the shortage and he tried to tell me that it was from XX/XX/XXXX. I keep all the paid bills and cancelled checks along with my balanced check books regularly. As you can see I keep accurate records of all my mortgage and tax bills along with my homeowners insurance. When I asked XXXX to fax my lawyer over the documents requested he tried to tell me that he would email to me. I had told him that it was too late because now my lawyer would like to look them over. As of today, XX/XX/XXXX, my lawyer has not received anything from Ocwen. I find this a disgrace of the company and complete disregard for a loyal customer. I told XXXX that I will pay the amount that was previously billed and that if Ocwen wanted to increase that amount that they would have to provide me with evidence of such an increase. I had no choice but to file a complaint against Ocwen and their employees because of such disregard and incompetence. I have an outstanding line of credit and it will NOT be ruined by a mortgage company that can not do their job correctly. I am OUTRAGED to say the least.
Company Response:
State: NJ
Zip: 07740
Submitted Via: Web
Date Sent: 2015-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Dear CFPB Representaive ( s ) ; First, thank you for making the platform for delivery of complaints accessible via the internet, and for making it so user-friendly. My drama began approximately seven years ago when Ocwen Loan Servicing began servicing my home loan. Still recovering from the impact of XXXX XXXX and a direct strike from a XXXX born out of the storm, the Mortgage Crisis was beginning. Michigan XXXX, XXXX XXXX, XXXX and finally Ocwen, each, took over my home loan. Somewhere in the process my loan was put into a 30-year fixed loan. That was the good news. But, despite my pleas to handle my property tax and hazard premium payment myself, Ocwen demanded escrowing the funds. My town - XXXX XXXX, LA - requires property tax payments at the beginning of the year instead of year-end, like most municipalities. Despite repeated letters to Ocwen, my property taxes began accruing interest and penalties, and finally, after many years of letter writing warning Ocwen about the potential problem, I discovered Ocwen had n't even been paying my property taxes at all. And, my home and property were sold at a Tax Sale. ( attachment ) Only last month, in XX/XX/XXXX, did I finally find a change to my escrow account on Ocwen 's webpage. The glaring and abrupt increase in my escrow account and the increase in my monthly mortgage payment were tell-tale signs something had changed for the worse. And, to make matters worse, my home suffered a total loss from a fire on XX/XX/XXXX. A plug-in fragrance and night light device was the cause. But, already losing my home and most of my possessions to this fire, I was forced to continue arguing with Ocwen Loan Servicing about the Delinquent Tax Bills they had not paid, but they had escrowed my payments for over the years. In other words, they took my payments for XXXX XXXX, but Ocwen did n't pay the taxes. Then, the last straw was laid upon my already stressed existence. Ocwen withheld proceeds from my Hazard Premium for over thirty days from receipt of my funds. Ocwen played game after game slowing the release of even one dollar to help me rebuild my home. Had it not been for an XXXX, we would have suffered nearly 90-days with nothing. Still today, I have to argue constantly with Ocwen to release funds for reconstruction. And with 92 % of the work complete, only 66 % of the funds have been released. Today is XX/XX/XXXX. The XXXX was XX/XX/XXXX. Nearly seven months and still Ocwen withholds funds. About three weeks ago, Ocwen Loss Department called me to inquire about my percentage of completion of construction from the fire. We agreed they should send an inspector right away. The inspector showed up last week, but she forgot to bring the paperwork. Three days later she emailed me requesting I print he email, sign the form, scan the document and email it back. Perhaps, not having experienced a total loss from fire, she did n't realize fires do n't leave one 's computers and printers functional. Looking at the number of documents Ocwen required before release of XXXX penny of the Insurance proceeds, some docs requiring notorization then discarded by Ocwen as unimportant, one ca n't imagine the burdeon placed on victims by their mortgage companies. But, I 've never heard of a mortgage company being as heartless as Ocwen. I know the documents were useless because despite everything I returned, Ocwen asked for other documents which were n't even in the original packet of docs that needed to be completed. Ocwen just wanted to hold the funds, Recently, it was newsworthy that Ocwen 's CEO stepped down from his lofty perch. I used to think my problems with Ocwen were somewhat unique, but once the news broke I learned that Ocwen had been hurting many, many others. More
Company Response:
State: LA
Zip: 70131
Submitted Via: Web
Date Sent: 2015-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-05
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I 've wrote the CFPB about four months ago about Ocwen Servicing and how they stall in working out a re-modification. Once you contacted them, we got an immediate call from them. I am in a chapter XXXX and have been working thru the courts and have been makingpayments as agreed. Now they are offering us a new payment, but they are adding a $ 50thousand dollar payment at the end of the loan. The trustee said that was not acceptable and did not approve re-mod. My lawyer said that balloon payment should not be allowedin government programs as the Hamp or Harp. Are these companies allowed to do this? We have been working on this re-mod since XX/XX/2014. we have made all trial payments and more and still no help. We know that Ocwen was cited foe misleading and not helping homeowners in distress. I am being force to pay for a home that is worth lessthan the loan amount. All the payments do not show where the monies go and have ideawhere the money goes and they keep adding fees.
Company Response:
State: VA
Zip: 23464
Submitted Via: Web
Date Sent: 2015-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-03
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Hello, I got a loan in 2005 from IndyMac when I purchased our home for {$570000.00} of course at the high of the market. I put down {$200000.00} approximately and took some bad advice and took interest only loan for {$370000.00} approximately with a 10-yr interest only period. That loan was eventually sold and sold again and is now owned by XXXX and serviced by OCWEN. The rate on the loan is 6.5 %. The value of my home is now approximately {$300000.00} to {$350000.00}. I have been trying for years to refinance, but because XXXX or XXXX XXXX does NOT own my loan, I am NOT eligible for HARP, which would allow me to refinance above 100 % loan-to-value and NOT charge me mortgage insurance because of what happened in the real estate market with the financial crisis. XXXX participates with HAMP, which is the MODIFICATION program portion sponsored by the government. My income has also declined so that I can not qualify even with mortgage insurance. I have applied XXXX to be modified, but OCWEN has denied me XXXX because I am not " delinquent '' according to the INVESTOR 's ( XXXX ) standards and each time they have offered to help me with a short sale. I have always paid my mortgage on time, even though according to qualifying standards I do n't really qualify! My wife and I are hard workers and we believe in paying for our obligations. I want to keep my family in our house. I really just want to get a refinance to make the loan a 30-yr loan at the current rate because this loan will now amortize this XXXX for 20 YEARS when the interest only period runs out. When they told me I was not delinquent on the XXXX modification request, I had a hard month and became late on the payment, so I re-applied and they denied me again ; I called OCWEN and persisted to speak with a relationship manager who still DID NOT KNOW the details of my file but who finally said you must be 89 days delinquent in order to qualify. This allows them to be one day away from putting a notice of default and a foreclosure notice on your property. That allows them to slow down their paperwork so that you can not have any control and be at their mercy for a foreclosure. OCWEN is helping XXXX get rid of loans they do n't want. I have lost {$200000.00} in equity ( and CASH that I put ) in my home and I just want to have a reasonable payment with a regular loan. I have paid my loan consistently for ten years. I am not asking anyone really to forgive any of my principal ; I wrote that on my modification request. I just want a new 30-year loan. Because I do not have a XXXX or XXXX XXXX loan I can not get a refinance, EVEN WITH mortgage insurance. OCWEN is being unfair by not offering me a modification without being late for 89 days -- that way they are able to get rid of my loan because they will have a notice of default and then I ca n't control the situation and they will not accept a payment to bring the loan current OCWEN is trying to get rid of certain loans for XXXX by denying me a modification even though I would qualify for a modification because my income is low BUT instead they keep offering me help in doing a short sale. I can only guess that maybe they are doing this because I live in a certain area and have a certain surname ( XXXX )? Why would I be denied a modification otherwise if I qualify for it? Under the GOVERNMENT rules for HAMP, you do NOT have to be delinquent. ALL I WANT IS A NEW 30-YR FIXED RATE LOAN LIKE XXXX OF OTHERS IF NOT XXXX HAVE GOTTEN THROUGH THE HARP PROGRAM WITHOUT PMI. XXXX XXXXXXXXXXXX XXXX XXXX, CA XXXX ( I am writing this with the assistance of a financially helpful friend, XXXX XXXX )
Company Response:
State: CA
Zip: 93458
Submitted Via: Web
Date Sent: 2015-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-04-04
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In XXXX I contacted Ocwen to apply for a Making Homes Affordable program. The loss mitigation specialest was willing to help with my request to do a deed in leiu based on my hardship, I no longer wanted a property that I owed more than what it was worth and needed work I could n't afford. Based on my hardship we moved forward, She contacted me every few weeks to advise me and check for documents. All was moving forward well I was told that they accepted my application and that their lawyer would contact me and that an inspection of the property would be done prior to final approval. At this point things began to change and i was contacted by another individual from the bank that was pushing the matter by asking if I was contacted by anyone yet. Latter that evening on XXXX XXXX the lawyers office called to verify my mailing address and informed me of what happens next. She told me after the paperwork is returned they will schedule an inspection and I would be notified when to turn off the utilities. If the inspection comes back clean then the bank would tell them to file the paperwork and that I would have final approval. When I recieved the paperwork I had my lawyer look it over and it was good, It was signed and returned on the XXXX to meet the XXXX deadline they gave me. I then waited for an inspector to call to set an appointment and give him the keys. Communication had stopped and more than a week went by, I was in the dark waiting and not knowing. During this time I made sure the property was clean and any debri was removed, I even painted an unfinished room and replaced some lighting. After a few days away from the property I went to get my mail when a neighbor told me on the previuos Saturday ( XXXX XXXX ) they forced their way in to change the locks this was on XXXX XXXX. My keys still worked on all but the back door which they destroyed with pry bars removing the deadbolt. I called the bank that evening and talked to XXXX in the Deed in leiu department to complain about the damage and never being called.She told me the lawyer ordered the inspection twice but there was a problem with the title and she would email me the inspection report. I never recieved it. I called their lawyer the next day on XXXX XXXX to ask if the paperwork was filed or if there was a problem, she knew nothing and told me the bank orders the inspection and she would call me back in 2 days. In the meantime I complained to XXXX XXXX the inspection company and I got the police report of the forced entry. I told them of the damage and that i had they keys for the locks.They did n't follow through with the complaint. On XXXX XXXX I recieved a letter from Ocwen dated XXXX XXXX saying it normally takes 30 days but there was a problem with my account. I will receive a letter of approval or denial by then. On XXXX XXXX all locks were changed and notices that they controled the property were posted on the doors. I NEVER recieved that approval or denial in writing yet they took the property forcefully rather than how I was told. Once the paperwork was done it did n't matter if I was approved or denied or if they caused property damage. No one will return my calls or confirm. When I access their site no information is displayd other than the property is now REO. What happened to my paperwork?
Company Response:
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2015-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage company Ocwen Loan Servicing LLC . Will not remove false information on my credit bureau. XXXX XX/XX/2013 they but that I was XXXX days late on my credit, I have never been even XXXX days late and I have proof where every month they are paid automatically out of my bank account. I have talked at great length with them and the agree it was a mistake but the still will not remove it!
Company Response:
State: FL
Zip: 32207
Submitted Via: Web
Date Sent: 2015-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have a loan that is being serviced by ocwen loan sevicing. I have made all my payments on time. My loan to value ratio is about 65 %. I have made many written requests and verbal requests to ocwen to start the process of canceling my mortgage insurance. I have received the run around by there customer service and have gotton nowhere. They have no contact information and are not willing to help me when I am the customer. It feels like a scam they are pulling on homeowners. Please help
Company Response:
State: CA
Zip: 94545
Submitted Via: Web
Date Sent: 2015-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes