Consumer complaint received 2020-08-07
Company: Ocwen Financial Corporation
State: TX
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:
PHH mortgage services is a nightmare to deal with. I contacted PHH back in XXXX, regarding my loan. I was told at the time, and they have a recording of this, that my loan was ending, and the loan would roll into a 18 % interest rate and keep on going. I said fine. 
I was sent a letter on XX/XX/XXXX, it stated that I would have to pay off the loan in total. I asked XXXX ( called PHH mortgage ), XXXX, and he said that not to worry, no more late notices would come to me and that they would not report anything bad on my credit. This phone call was recorded. 
On XX/XX/XXXX, I started the refinance process with PHH mortgage and they were going to refinance the loan. I have my credit monitored and I noticed in XXXX, that PHH stated that my loan was 30 days late. I spoke with XXXX  XXXX and he told me basically tough luck and that it was my fault, and he was going to do nothing and then hung up on me. I asked for his supervisor to call me and NEVER heard anything. 
On XX/XX/XXXX, I sent a payment for {$150.00}, they returned the payment to me. On XX/XX/XXXX, they said that I owed XXXX, which are the payments for XXXX and XXXX. I called PHH again, and explained to the escalation desk that I tried to make a payment and PHH returned the money. They said they could not see anything on their system, and it was my problem. 
My attorney sent a letter on XX/XX/XXXX addressing everything listed above and heard nothing back from PHH mortgage. 
On XXXX XXXX, I received a letter from PHH mortgage stating that I owed XXXX, 3 months of payments of XXXX. I called the escalation desk and asked why are you sending me letters when I send payments in and they keep sending my payments back, they did not have an answer. 
PHH was moving along in the process in the refinance process and thought everything was ok. I then received a certified letter from PHH saying that they would foreclose on the loan by XX/XX/XXXX if I did not pay the total amount. I then called PHH XXXX XXXX and wanted to know what was going on. I told him everything that happened and that I am confused, and he said, if I did not pay off the loan that they would foreclose on me. I have attached a document from PHH showing it is a 30-year mortgage which directly contradicts what they are saying. ( document PHH Payoff1 ). I then asked for a payoff statement. It took 1 week, and 7 phone calls and I spoke with the following people : XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX. I have spent 12 hours and 13 minutes on the phone with PHH. I paid the mortgage off on XX/XX/XXXX. I asked XXXX XXXX to call me because I have had so much trouble with PHH, I want to make sure they received the funds. My bank XXXX XXXX confirmed that they did receive it. I never heard from XXXX. 
Since, I paid off the mortgage off I have received 2 phone calls from PHH demanding payment from me. I got extremely frustrated with them ( the 2 people, XXXX XXXX XXXX, and XXXX XXXX  are the ones who called me ). I escalated this to their managers, and asked why I was being hassled by their people when I paid off the loan. They told me that they would continue to call till it was posted. I told them to take me off their list and they refused. 
I want them to clear my credit, I was told in error, that my loan would roll over and that nothing would be reported to the credit bureau while I was refinancing the loan. There is also a document that shows the loan is 30 years, which contradicts their statement that is it only 15 years. I have been hung up on, they violated the debt collections act by calling me when I dont owe them anything, and they have refused to stop calling me.

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