Consumer complaint received 2020-01-07
Company: Ocwen Financial Corporation
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
XX/XX/2019 - Received notice from Ocwen Loan Servicing advising that PHH Mortgage Services would now be collecting. Also stating that amount due as of XX/XX/2019 was XXXX 's payment -- in other words, one month. 

Friday XX/XX/2019 - I called PHH Mortgage to find out principal outstanding. Was told it was {$230000.00}. I ask that PHH Mortgage mail me a complete record of all payments and amounts owed. I mailed check # XXXX, dated XX/XX/2019 in the amount of {$230000.00} to PHH Mortgage to payoff the principal of my mortgage and to cover additional fees. I expected they would send me a bill indicating any fees still unpaid. 

Friday XX/XX/2019 - Check had not cleared. I did not receive the report I requested that would show all of the monies I'd paid and how those monies were applied to my account. I contacted PHH Mortgage and learned they had not posted the principal payoff to  my account. They said they had not received the check. Again I asked them to send me a full report of the account. 

Monday XX/XX/2019 - I called PHH Mortgage. They still claim they have not received my check. I still have not received the report. 

Friday XX/XX/2019 - I put a stop payment on the check. I issued a wire transfer from my checking account to PHH Mortgage in the amount of {$230000.00}. Transfer is successful. {$230000.00} is immediately debited from my checking account Monday XX/XX/2019 - I contacted PHH Mortgage to request amount of any outstanding amounts due ( beyond the principal which I had already wired ). PHH Mortgage representative advises me that there is no evidence that I'd wired {$230000.00}. Advised me that the processing could take several days. 

XX/XX/2019 - I called PHH Mortgage to inquire on the status of them processing the {$230000.00} principal payoff. They still indicate they have not received the wire. 

XX/XX/2019 - I contacted my bank to see if funds have been returned to my account. My bank confirmed the wire was successfully received by PHH Mortgage. I called PHH Mortgage and demanded to speak with a supervisor. There was no supervisor available that day. Was told to call the next day. 

XX/XX/2019 -- I called PHH Mortgage. I continued to be told there was no evidence that I had sent a check nor was there evidence I had wired any funds. Representative challenged me. Asked why I had sent a check in the first placed and accused me of lying. 

XX/XX/XXXX - XX/XX/2019 -- I check with my bank daily to confirm that funds have not been returned to my checking account. I called PHH Mortgage daily and am advised that they have not processed a payoff nor have they received a wire. 

XX/XX/2019 -- I receive a letter from PHH Mortgage dated XX/XX/2019 stating I owe XX/XX/2019 payment and that I have an outstanding amount due of {$230000.00} -- a clear indication that the funds wired in the amount of {$230000.00} has not been processed. However, the funds are not in my checking account and my bank maintains that PHH Mortgage has received the funds. 

XX/XX/2019 -- I called PHH Mortgage. Again, I am told that there is no evidence I have wired any funds. This time I am adamant and refuse to get off the phone until someone helps me. After holding for about a half hour, someone with the ID # XXXX finally is able to find the funds. He tells me the funds that were sent via wire were placed in suspense. He also says there is no indication of PHH Mortgage ever receiving a check from me in the amount of {$230000.00} but by this time I had already put a stop payment on it so I was less concerned. 

XX/XX/2019 -- PHH Mortgage representative tells me he will " rush the payoff ''. I told him that I wanted to pay any additional amounts. He tells me the letter I received on XX/XX/2019 no longer contained an accurate reflection of the amount due. I asked how I would know how much I owe when the letters PHH Mortgage sends are outdated by the time I receive them and that their representatives will not quote me an amount over the phone. He said he understood he problem. Again, I ask that PHH Mortgage mail me a complete record of all payments and amounts owed. 

XX/XX/2019 -- I receive a letter dated XX/XX/2019 from PHH Mortgage stating " Due Date of Monthly Payment : XX/XX/2019 principal outstanding {$8800.00} '' This same letter states the total amount due to payoff the loan is {$2000.00} XX/XX/2019 -- Confused, I call PHH Mortgage to demand an explanation. I contend that the principal has already been paid off. They are unable to explain. I demand that they send a full report with an explanation. 

XX/XX/2019 -- I receive a letter from PHH Mortgage containing my check # XXXX ( the check PHH Mortgage claimed they had never received ). It is attached to a PHH Mortgage form letter dated XX/XX/2019 stating, " Enclosed please find your check number XXXX dated XX/XX/2019, in the amouunt of {$230000.00}. This check is being returned for the following reason : '' and they fail to indicate why it is being returned to me. 

XX/XX/2019 -- I begin searching for an attorney I can afford. 

XX/XX/2019 -- PHH Mortgage sends me a letter of default and intent to accelerate.

Finally PHH Mortgage contacts me indicating they intend to foreclose.

Company response to consumer: Closed with explanation