Consumer complaint received 2021-05-21
Company: Ocwen Financial Corporation
State: NY
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Closing on a mortgage

Complaint:
Good Morning, Please be advised the PHH/ XXXX violations totaled in the amt of {$27000.00} I have provided a breakdown of those violations. 
Pls excuse the lenghty description. 
Due to your storage restrictions, I am only able to provide a small selection of photos of the PHHXXXX XXXX violations. 
There is a larger amount of violation photos now in the possession of the State of NY Office of the Attorney General. Aso the NY State Financial Service. 
I have been trying to clear up issues with PHH Mortgage Services for several years now. 
There are also documents / and some pictures attached to this, showing what the property looked like before my hired independent contractors did work on the property & what it looked like after our hired contractors did work on the property. 

I am also hoping to upload the e-mailed documentation I sent to PHH Mortgage Services listing each item on the Payoff Sheet I have a dispute about. 

PHH Mortgage also removed the family pool on the property and filled in the area with dirt without prior permission or communication to our family. 
PHH Mortgage Services also had XXXX / contractors entered our home, and we found all our dusty furnishings carelessly piled up in the rooms as you will see in the pictures. 

Our front door was padlocked our original lock removed. 
We had to put up signs / notices on the front door to insist we be contacted right away and we did not want anyone trespassing on our property and in our home & to stop all work. 

We then received a phone call from someone claiming to be working on the property and they said they will cease and desist all work on the property. 
All this occurred while the property was in probate. 

PHH Mortgage Payoff Sheet included : PHH claimed ... .. Carpet installed ( {$1400.00} ) Our physical observation there on site indicates and pictures show no new carpeting was installed any where in the house. The carpeting on the steps leading to the lower floor is the original carpet that was in the home.

PHH claimed ... .. house cleaning done ( {$230.00} ) Our physical observation there on site indicates there was no house cleaning done and have pictures to show and invoice to show. We had the home professionally cleaned XX/XX/2019. 

PHH claimed ... Debris was done ( {$2200.00} ) Our physical observation, we had debris removed by our contractor both inside and outside of the property. In addition any previous work done on the property was not authorized by the family. 
In addition, it is our concern there was potential damage to personal items in the home as there were furniture & other objects carelessly stacked up and moved from their original locations in the house. We have photos and documents from the contractor we hired to clean & remove debris within the home.

PHH claimedDoor locks/s ( {$92.00} ) Upon view, all locks were changed by my family. The house was in probate and we were informed by our attorney in XXXX NY when we could enter the property. 

PHH claimed there was grass cut ( {$3700.00} ) All outdoor grass and grounds were handled by the family contractors. 

PHH claimed a lockbox was installed ( {$35.00} ) No prior authorization was given from the family regarding this action with pending probate in place. 

PHH claimed Pool Maintenance was done ( {$2000.00} ) Our physical observation during the probate process. We noticed the pool was removed without the family 's consent, nor any communication of intent to remove the pool was given.

PHH claimed .... property cleaning was done ( {$300.00} ) All ground maintenance was handled by two contractors hired by the family.

PHH stated there was property preservation ( {$140.00} ) It is not clear what this is.Any and all maintenance was handled by the family contractors.

PHH there was property preservation. ( {$480.00} ) It is not clear what this is.Any and all maintenance was handled by the family contractors.

PHH stated there was repairs to the property. ( {$4000.00} ) There was no repairs to the inside of the home. All home upgrades were done by the family.The home was not in need of balcony work. Any work done on that must have been minor work, and the family was not communicated with prior.

PHH claimed ... there is a comment referring to roof repairs ( {$2100.00} ) Our family contractor revealed he had to do work on the roof. The roof repairs was handled by the family contractor.

PHH claimed yard care done on the property ( {$9800.00} ) There was no yard care given. All yard services were provided by the family.

Over the last yaer and a half, we have made significant repairs and new installments to the home.We have invoices and documents, and photos that chronicle our time of renovation.

We have tried hard over the years to review and revise this information. We are not attorneys and have done our best to review and revise this information as accurately as possible to date.

We have a potential buyer ( hence the Payoff Sheet ), who has patiently waited on us to get this matter resolved with PHH Mortgage Services. We may have lost the buyer due to this extremely long delay.

PHH has been hindering my carrying out my Executor responsibilities because of their delay and fraudulent costs they want us to pay ( including interest which keeps going up with each delay ) PHH continually charged interest on the mortgage even while it was in probate.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation