Consumer complaint received 2022-03-22
Company: Ocwen Financial Corporation
State: VA
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:
After the sale of our previous property ( XX/XX/XXXX ), I had issues obtaining a loan for a new vehicle due to the credit to debt ratio being high on my credit report. My wife and I logged into our XXXX accounts and saw that loan accounts, including the mortgage for the home we just sold were still showing as open and in good standing. 

We moved forward with disputing these accounts that same day. Unfortunately, I received a notice that the dispute was closed and marked as rejected by PHH Mortgage on XXXX. My wife received an update on her dispute on XX/XX/XXXX that it was closed and marked as still open and in good standing on XX/XX/XXXX. Moving forward my wife continued to dispute the account multiple times and spoke with both PHH Mortgage and XXXX in order to resolve this matter. On XX/XX/XXXX my wife moved forward with submitting a complaint here with CFPB and the matter was resolved but only for her credit report and not mine though we share ownership of that loan. Ive added her statement below : I disputed the account again on the XXXX following the same process only to receive the same update on the XXXX. On the XX/XX/XXXX I filed yet again another dispute but this time with a PDF containing screenshots from the online account showing the balance at {$0.00} with a message stating the account was paid in full and closed. Again, by XXXX the result was still that the account was still open and in good standing. I called both PHH Mortgage and XXXX to figure out what document I could provide to help my case. I was able to request a Paid in Full letter from PHH Mortgage which XXXX told me might help better than the screenshots I provided. By XX/XX/XXXX I received the documents and scanned them in to open another dispute to finally get this loan off mine and my husband 's credit report so we could move forward with securing a home loan which we have been holding off on doing in order to not run into the same issues as with my husbands auto loan. But on XX/XX/XXXX the results yet again came back as open and in good standing. I called PHH Mortgage but their customer service department was not able to connect me to the people in their credit department and the only response I received through their customer service after they reached out electronically to the credit department is that it takes time. But they did not answer why after I had disputed the account with documentation provided by PHH Mortgage was that department still telling XXXX the account is open when it so clearly is not. I expressed wanting to speak with a supervisor to escalate my complaint and after being on hold for almost XXXX mins I was hung up on. I feel that this is my only option to be able to get this issue corrected so that my family can finally move forward with securing a loan and a new home for us to live. With the state of the house marketing the longer we are forced to wait the worse our chances are as things become more and more expensive. I don't understand how a company who I no longer do business with has the power to hold me back from being able to find a home for my family but evidently it does. I really hope the CFPB can do something to help us. Thank you,

Company response to consumer: Closed with explanation