Consumer complaint received 2020-09-14
Company: Ocwen Financial Corporation
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Hi, I contacted PHH Mortgage XX/XX/XXXX, which is the holder of my mortgage. I wanted to do a refinance of my mortgage. I wanted to do a soft pull of my credit, however, I was advised by XXXX XXXX, that to get a real view of what can be done for me she would need to pull my credit so I agreed. She said my credit was good and she provided me with the rates and term of loan options available to me. I told her I wanted to call her right back after I checked with another company. I called XXXX back after about less than 1 hour and I was unable to reach her. I left a voicemail. I called XXXX again XX/XX/XXXX and sent an email. I sent another email to XXXX XX/XX/XXXX. After still no response from XXXX, I called PHH Mortgage and reached XXXX XXXX on XX/XX/XXXX. I forwarded XXXX the last email thread I sent to XXXX. The interest rate had gone up from the time I spoke with XXXX, so I told XXXX I would wait. But it appears XXXX also ran my credit because I received an email from him on XX/XX/XXXX XXXX, thanking me for my loan application. On XX/XX/XXXX I called again to PHH Mortgage to try to speak with XXXX or XXXX. XXXX XXXX sent a message to one of them that I needed a call back because I would like to proceed with my loan application. XXXX stated she could not assist me because she is not registered in the state my home is located and that she would have someone reach out to me. On XX/XX/XXXX XXXX, I reached out to XXXX that I had not received any call from anyone. On XX/XX/2020 XXXX I emailed XXXX XXXX XXXX still had not heard from anyone and if there was anyone that could help me. XXXX responded should could help but her Internet access was not working and she would reach out when she had access. On XX/XX/XXXX I called PHH Mortgage and spoke with XXXX XXXX. XXXX pulled my credit again. He advised I could probably get a refinance, he but he needed additional information regarding the loan feature on my XXXX XXXX credit card. I had to send him documentation regarding this feature and how it worked because it was something he had never heard of before. I emailed XXXX on XX/XX/XXXX requesting that he call me. It was difficult taking screenshots of the XXXX XXXX online page and sending it to him, I thought it would make more sense to send him a link so he can view the feature himself. I never received an email response. I then called PHH Mortgage on XX/XX/XXXX and tried to reach XXXX, initially the representative was unable to reach him, however, and when I suggested I would contact the Attorney General, XXXX was able to take my call. XXXX advised me he would need to pull my credit a 4th time. At this point I told him no, this would mean my credit would be pulled 4times within less than a 6 month period. I requested to speak with a manager. I called and left a voicemail and followed up on the same day with an email to XXXX XXXX. XXXX responded and said he would look into the matter and get back to me. I followed up with XXXX on XX/XX/XXXX. I received an email from XXXX XXXX on XX/XX/XXXX stating XXXX XXXX would be reaching out to me. XXXX XXXX called me, ran my credit and advised I PHH could not refinance my mortgage! How is this possible after the multiple times my credit was pulled, the rates and terms that were provided to me? I emailed XXXX XXXX about the discussion XXXX XXXX and I had. I explained to him how the other representatives pulled my credit and told me they could assist me with refinancing. All he did was apologize. Why would they do this if this could not be done? Why was my credit pulled so many times in a 6 month period? I spend a lot of time guarding my credit and PHH Mortgage may have set me back many points because of their possible Fair House Act failures. Is it possible corrections can be made to my credit from their inability to have properly trained individuals pulling my credit?

Company response to consumer: Closed with explanation