Consumer complaint received 2019-06-08
Company: Ocwen Financial Corporation
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Ocwen Loan Servicing, Now PHH Servicing, Refuses to Answer My Loan Questions, Has Unreasonably long hold times, Provides misleading information. Ocwen Loan Servicing is my mortgage servicer and they have been sued repeatedly by the states for servicing violations. Ocwen continues to violate my rights as a TN consumer and as a mortgage holder by giving me inaccurate information on my loan, refusing to provide someone to be able to answer questions on my loan. Ocwen recently transferred my mortgage loan to a company called PHH Servicing. This company was created by Ocwen Loan Servicing and is OWNED by Ocwen. Ocwen has forwarded all of it's phone numbers to this company. The agents refuse to answer any questions regarding my loan and they have refused to provide me with a person to assist me. They have refused to escalate my concerns to higher management. I called PHH today and asked when was the 89th day for my payment to be made. This is a common question I have asked Ocwen before. I ask this because Ocwen does not start foreclosure proceedings unless the loan is 89 days past due. I have multiple papers showing this from Ocwen as well. The PHH agent I spoke to said they were unaware of this and refused to tell me when was the 89th day. She said they 'did n't do that '. But they do. Ocwen has not changed that policy in writing with me. I asked her for the number to Ocwen and she provided me a phone number that routed me right back to PHH. I spoke to an agent named XXXX. He refused to tell me anything about the loan and even became sarcastic and inferred I should 'look it up myself '. So my own mortgage company will provide no answers for me on my loan. Please do something to help me. Ocwen is continuing to violate my rights. They refuse to answer questions and have told me only one person can assist me and that person works during my work hours and I am unable to speak with them then. Yet their customer service line is open until XXXX XXXX  but they provide no one knowledgeable to be able to speak with me then. The Nightmare Continues Your Desired Resolution : I need an explanation of why I was told by a PHH Servicing agent that they will not honor the 89 day payment delinquency before foreclosure proceedings are started. That has always been Ocwen 's long term policy which Ocwen has reiterated to me in writing on multiple occassions. The PHH Loan Servicing agent said they will not 'honor that '. I spoke with her today, XX/XX/2019. I need Ocwen, PHH Servicing, to deal with me in good faith and provide for me someone during their working hours who can answer any and all questions I have regarding my loan and payment. Although PHH customer service hours run until XXXX XXXX Eastern time, PHH agent XXXX has notified me that my loan has been assigned to someone who leaves very early and after this person goes home no one else in the entire company can assist with my loan or answer any questions. Not even basic questions. The agent even became snippy with me and said I should try to find the answers ' myself '. This is wrong. I need someone to walk me through setting up my account online. I am unhappy with PHH service. Their agents are rude and dismissive and not knowledgeable. I fault PHH Servicing and their parent company Ocwen and I will fault them for any servicing failures that result in foreclosure as well.

Company response to consumer: Closed with explanation