Consumer complaint received 2017-07-01
Company: Ocwen Financial Corporation
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
On XX/XX/XXXX, I applied for a home loan to purchase the house my family and I have been renting for 2.5 years, but was informed I could not be approved because my XXXX and XXXX  credit reports showed I had an account with XXXX XXXX XXXX that was being reported as a Paid Foreclosure. I explained that the house was sold and the loan settled for less than the balance owed, but was not foreclosed. My lender instructed me to call Ocwen and request a written letter stating the house was not foreclosed so we could submit this to the credit bureaus. I called Ocwen, using the number shown on my credit report, on XX/XX/XXXX and was informed that they had no record of my loan account and that I would need to fax my request to their Research Department so that department could locate my account and provide the requested letter. <P/>I faxed my request to the Ocwen Research Department on Friday, XX/XX/XXXX,  received confirmation from XXXX that the transmission was successful, and on Monday,XX/XX/XXXX, I called Ocwens Research Department using the number I was given on Friday ( XXXX ) to verify my fax had been received. I spoke with XXXX ( XXXX ) who informed me my fax had not yet been received and to give it another day. During the call, I informed her that my request was time sensitive as I was trying to get approved for a loan before the owners of the house I rent put it on the market and increased the price $ 30k, putting it out of my reach. She understood and said she would code my request as urgent to get it processed quickly. I called back the following day, Tuesday, XX/XX/XXXX, and again was informed by XXXX that my fax had not been received, to give it another day. I called back the following day, Wednesday, XX/XX/XXXX, and was again informed by XXXX that they did not have my fax. She instructed me to send my request again to her attention at their private fax number ( XXXX ) and that she would get the request submitted to the research team. I called back on Friday, XX/XX/XXXX, and XXXX stated that she would go check to see if my fax was received. At that time, she found my request and stated she would submit it to the research team for action with a indicator that it was urgent. She informed me that these requests typically take 10 days or less and that I should have the requested letter confirming my mortgage loan was not foreclosed. <P/>On Thursday, XX/XX/XXXX, I called Ocwen back and spoke with another representative who stated he could not find my request so could not provide status, but would have XXXX call me back the next day. She did not call back the next day so I called again on Monday, XX/XX/XXXX at which time XXXX curtly informed me that the request was still in process, to give it 15 days, and to stop calling. <P/>On Thursday, XX/XX/XXXX, my lender and I called Ocwen and spoke with XXXX to find out status. She informed us that she did not have a status update on my request and that the Lien Release Department does not take calls from consumers so we could not speak with them to find out status. She did finally provide us with a Request Reference Number ( # XXXX [ XXXX ] ). Using this number, she was able to provide a reference status datedXX/XX/XXXX stating a letter would be faxed. She informed us that she would request the Lien Release Department/Research Department send the letter to me via email. <P/>On Friday,XX/XX/XXXXXX/XX/XXXX, I received a letter via email from Ocwen stating they did not acquire servicing rights to my loan as part of the GMAC Mortgage bankruptcy so were not able to assist with my request. <P/>On XX/XX/XXXX, I sent a dispute letter to XXXX and XXXX asking that the Foreclosure remarks be removed from the account as foreclosure proceedings were never initiated to my knowledge. XXXX removed the entire XXXX account from my credit report prior toXX/XX/XXXX. On XX/XX/XXXX,  I received an email notice from XXXX that the dispute investigation had been completed and that account information had been updated. The XXXX account was updated only to remove the dollar amount of delinquency as ofXX/XX/XXXX, prior to the house selling. <P/>I called XXXX after reading this and was informed I had a different XXXX file number and that my file was being handled by the Fraud Victims Assistance team so I would have to call them. On XX/XX/XXXX, I called the Fraud Victims Assistance group and spoke with a supervisor, XXXX XXXX, who told me to send over any documentation I had to support my claim that the house was not foreclosed and that she would update the account if documentation was sufficient. If the documentation was not sufficient, she would call Ocwen to attempt a phone verification and that she typically answers her faxes within 1 to 2 business days. On XX/XX/XXXX, I faxed my request to her attention along with the following documents : Release of Deed of Trust from XXXX XXXX XXXX Withdrawal of Notice of Election and Demand for Sale by Public Trustee from GXXXX XXXX XXXX Request to Ocwen Loan Servicings Research Department Ocwen Loan Servicing response I called XXXX on XX/XX/XXXX and spoke with another supervisor who informed me that XXXX would call Ocwen the following day, XX/XX/XXXX to do the phone verification. I called back onXX/XX/XXXXand again spoke with XXXX XXXX. She informed me that the documentation I submitted was not sufficient to remove foreclosure remarks and update account status, and that she would do the phone verification with Ocwen on Friday,XX/XX/XXXX. After speaking with XXXX on XX/XX/XXXX, I faxed over the Settlement Statement ( HUD-1 ) and Warranty Deed transferred from me and my ex-husband to the buyer. On XX/XX/XXXX, I called back and was informed by another Supervisor that XXXX had called Ocwen and that they could not verify my account, but would not give permission to change the account status, so XXXX opened another dispute with Ocwen on my behalf. <P/>On XX/XX/XXXX, I submitted a CFPB complaint against XXXX asking that they update the XXXX account status since they are knowingly reporting inaccurate information. OnXX/XX/XXXX, I was informed that XXXX had responded to my CFPB complaint and that they were not going to update the account and that they would not update the account unless I could provide a recent letter from the creditor stating the loan status should be changed, and that they would not open any more disputes unless I had new documentation to support my claim.

Company response to consumer: Closed with explanation