Consumer complaint received 2021-04-01
Company: Ocwen Financial Corporation
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
I really did not see which one I needed to choose from so I chose this one. I am currently with PHH Mortgage. I have been with them for a few years now. My mortgage loan has my name and my ex-husband 's name on the loan. My ex-husband has no interest in the house per the divorce decree as well as signing a quitclaim deed. My ex-husband has remarried and now he and his current wife are in bankruptcy because his name/social security is still attached to this mortgage I have had nothing but problem after problem with PHH Mortgage since XXXX of last year. I have been paying this mortgage and I received my 1099 this year showing that I only paid {$29.00} last year for the entire year of XXXX. Whenever I call PHH Mortgage and I put in my last 4 of my social it's not saying that I have paid anything each month but I am current, that sounds crazy, all of this is because of my ex-husband 's being in his bankruptcy. I am not able to see anything regarding my mortgage loan due to my ex-husband being in bankruptcy. I am not in bankruptcy and I am the one who has been paying the mortgage on the loan with PHH Mortgage, not my ex-husband. I am currently trying to refinance my house and pull money out of my escrow to do some renovations. I began this refinance process in XXXX and here it is XXXX. I had to pay for an appraiser and once the appraiser came out she sent a report that stated I had to have work done on my basement before I could close on my house. I had the work done that they requested. The lenders requested a payoff from PHH Mortgage for the 2nd time, now this last request was originally sent on the XXXX and they sent them the appraisal and final inspection on the XXXX. Today marks the 7th business day since the XXXX. I called PHH Mortgage today XX/XX/XXXX, I spoke with XXXX Agent ID # XXXX, she is with the escalating manager 's team. I requested to speak with XXXX XXXX ID # XXXX because I spoke with her last week as she is the 1st person that I have spoke with at PHH Mortgage who speaks clear English that I can understand. Also, they have my name wrong on the account, the way my name is on my driver 's license and social security is not the way they have it somehow they have mixed up my name, switching my middle name and last name making my middle name be my last name and my last name my middle name. I have been asking them to correct it since last year and that has yet to happen. It seemed to me that XXXX was really trying to help, but per the call with XXXX it is a process to getting a payoff and my payoff is not a usual payoff. As mentioned before trying to get the payoff from them has been worse than pulling teeth and it has been the lenders that I am dealing with their 2nd time that I know of maybe their 3rd time trying to get a payoff from PHH Mortgage. PHH Mortgage has been unresponsive to getting my payoff to the lenders who are requesting it. I feel like PHH Mortgage company is holding my loan hostage for me to continue going through the issues that I am going through with them. I am trying to get my ex-husband 's name off my house. I do not want to stay with PHH Mortgage company. I NEED HELP GETTING THEM TO SEND MY PAYOFF PLEASE. They are holding my refinance loan up. SOMEONE, PLEASE HELP!!! 

Signed Upset & Frustrated consumer

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation