Consumer complaint received 2018-04-05
Company: Ocwen Financial Corporation
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
On XX/XX/XXXX, I contact Ocwen because I received an alert from XXXX XXXX that changes had been made to my credit report. I saw the changes on XXXX XXXX and that Ocwen had included a note and added to the amount I owe them. 

The note states that my house was " Affected by natural disaster ''. This is not true and I've told them this on several occasions when they asked me. I spoke with agent # XXXX XXXX XXXX ( a Relationship Manager ) this morning and told him I want this removed. Instead of telling me they'd remove this incorrect information, he proceeded to let me know that it doesn't affect my credit score so no harm has been done. I reiterated that I want it removed immediately. He then starts telling me how Ocwen uses this information and that it doesn't affect me at all. I still told him I want it removed. I'm including a screenshot of what XXXX XXXX shows. 

The second item is the increase in my loan amount to {$820000.00}. The actual balance showing on my XX/XX/XXXX statement is {$580000.00} ( {$340000.00} principal ; {$240000.00} deferred ). I'm including a screenshot. I told him repeatedly that Ocwen has added {$240000.00} in error to my balance. I've included a screenshot of this as well. First he told me the amount was correct because I do have a portion of my mortgage that's deferred. He then stated that they've added the deferred portion to my account because I defaulted on my loan less than 3 years after I received my modification in XX/XX/XXXX. To his point, the deferred {$240000.00} should have been forgiven because I have not defaulted since my modification in XX/XX/XXXX. I told him I haven't defaulted and asked for the dates in question so I could have this amount removed as well. He put me on hold several times then came back with a totally different answer. I told him that the deferred amount is not what I'm talking about and that the amounts are different and they've essentially added the same approximate amount twice to my balance. He kept telling me he didn't see it so they didn't do it. I went around and around with him about this and he told me to escalate the situation to get an answer. When I asked for the email address where I could send proof that they reported this in error, he said there's no email address. I'll have to fax or snail mail my information. What! They make it so difficult to handle issues with them and their processes are always so difficult. Their agents are almost never helpful and have difficulty understanding your concern so you repeat the same information. Even escalating issues are difficult and the supervisors and managers are not usually helpful either. 

In conclusion, I want the note about my home being part of a natural disaster taken off of my credit report. Additionally, I want the amount they added, {$240000.00}, taken off of my credit report as well because I do not owe it and I want the amount of {$240000.00} deleted from my balance because I have not defaulted within the three years following my loan modification in XX/XX/XXXX. My  remaining loan balance should then be approximately {$340000.00}.

Company response to consumer: Closed with explanation