Consumer complaint received 2020-01-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Ocwen Financial Corporation
State: AZ

Complaint narrative:
In XX/XX/XXXX, Ocwen sending me a paper expressing their changing this part of their servicing to PHH, with the intention of starting this " criminal behavior '' once again! Stating in this paper that " Under Federal Law '', that during a 60 day period that there would be NO late charges added to the account! However, during this period, they ( You ) should have been accepting payments by phone ( for FREE, which should be Free ALL of the Time ) until you had ALL of the loans working properly & able to be paid " Online '' ( as they were before this with Ocwen )! The fact that during my calls, I was told that they have given me an employee, assigned to me, " XXXX XXXX '' as my " Point of Contact '' in your company, and as many times as I have called you during this period, AND have requested a call back from him ... I still have NOT heard one peep or email, phone call or otherwise! Why would you even have an employee assigned to me, If they had NO intention of contacting me!?!

Now, During " MANY '' discussions with your employees, from " Customer Service '' to " Heads of Retention '' ... I have learned that Ocwen owns PHH &  ALL they had to do was keep it like it was & just transferred those accounts over to your " Processing Dept. '' ... 

Instead, you chose to " Change '' our account # 's to make it " More '' complicated & what, give yourselves a reason to keep me from being able to pay my mortgage ( that by previous facts I should " Own Outright & Clear '' ) ... shows me that you think you can " TRY '' & ruin me again, maybe extort MY {$300000.00} in equity ( at this time ) ... The Fact that your " Head '' told me that there are two conflicting " Codes '' on my loan, and when asked when those codes were put on there, I was given the date of this transference, XX/XX/XXXX ... That shows that you created this problem!! During this period, not one of your employees offered to take the payment over the phone ( No, I had to ask ) & they told me that they were unable to " Because of this conflicting Coding '' ... I figured by at least before XX/XX/XXXXthat they would have it figured out, but NO, they told me it was in " Retention '' ( I about blew a gasket, & questioned " Is this Criminality starting all over again '' ) ...

In XX/XX/XXXX, I was told to write you this letter expressing my concerns, that which I believe I am owed, why my title should signed & handed over to me, that if my Credit is even touched, I will sue this company for it's creation of creating delinquency to extort my property XXXX & possibly others, that IS Predatory Lending ), and I WILL OWN this Property " Free & Clear '', Make NO Mistake on that Truth!!

I am DONE with this type of " Criminal Behavior '' & I Will Change the Ability for this type of behavior to continue by changing the mortgage laws & servicing of them, including this idiotic amortization ( the biggest scam & criminal acts by the banking industry to weaken the people, which in turn, weakens the banks )! Our family owned a Bank for 109 years & sold for more than any bank in the country % wise ( Old Money )!

Enough IS Enough ... Handle your business with truth, transparency & Integrity ... and take care of this problem immediately! ( BTW ... This was sent in XX/XX/XXXX) ... & Now to be continued ( since PHH/Ocwen " Still '' hasn't fixed this problem ... now XX/XX/XXXX ) ... a full 9 months later & where do we stand now? What has happened since the previous demand letter? Here it goes, as follows ; I continued my checking on the status of my account to see if there was any progress each month ( multiple times per month ) ... each time I tried I would go into my account, click on " one time payment '' ( at least until they changed the layout/website to the " New Portal '' ) ... once I clicked on it, it would take me to a new payment window. That window, once it loaded would say " Unable to make payment at this time '' ... EVERYTIME! With the " New Portal '' website change in XX/XX/XXXX( approx. ), it doesn't take you to a new page, instead you have to click on your payment amount & below in the box, up pops the same line as before, but now say 's " You can not make a payment at this time ... Please call XXXX '' ... According to your paper sent to me on XX/XX/XXXX ; " Your bill is now available online for you to view and pay '' ( another lie ... because it still doesn't work )!

Back in XX/XX/XXXX, I was supposed to be able to talk to XXXX XXXX who was supposed to be my " new '' point of contact ... but all I got was a letter from her saying that they screwed up with some letter that they ( PHH ) sent me & to disregard it ...?? 

Finally in XX/XX/XXXX, I was able to reach someone else in your " Escalated Case Management Dept. '' by the name of XXXX! She didn't return my call as promised, initially, but has been in communication with me since! She believed that there is a discrepancy in the interest that I was charged and that may be part of the problem with this coding that was put on my account when PHH initially received it! The one thing that we did discuss ( just as I had wrote in this earlier part of this demand letter ) is that ... " If my credit score was hit I would be taking your company to court here in AZ and be filing with the Attorney Generals office. '' However, even though she told me that they haven't, when I got online and checked my score, it was hit and taken down XXXX points from XXXX to XXXX which has me very upset!! So I just recently checked it again and it was hit again another XXXX points so now I am at XXXX ... and even more upset!!! 






Due to these indiscretions by your company, I am going to make you a couple of offers on how we can avoid court ( and a waste of everyone 's time & expense ) for something that was completely caused by your companies ( Ocwen & PHH ) creation of this, what should have easily been a " simple '' transition and is definitely NOT! 

... Returning from a trip ... the date now XX/XX/XXXX ... and still NO response from All the information that XXXX requested, including resolutions to this matter, that I sent over 2 weeks ago. If you are considering the 1st of my resolutions, then I commend you and that may take awhile to calculate properly, however, you should be informing me by now of the direction that you are going to take, because of the recent checking on my FICO Score ( that you have hit once again ) has now been dropped another XXXX points, for a now total of XXXX points since XXXX ( XXXX points 1st time, then XXXX the 2nd time ) ... I warned you where this will lead you! I suggest a quick resolution with me this week ... as I WILL be filing my complaints with AZ Attorney XXXX XXXX, the CFPB, A few Senators, the OCC & the FDIC ... and the President of your company ( ies )!! ( also, the press ... people need to know what you're up to { the " New Scam '' } & what to expect ). 

I just faxed XXXX a couple more pages and will be faxing this continuation of my demand letter in regards to your continuing criminal act against me ... It has now been 10 months of your non compliance with Federal regulations or access to my account online! 
I need to hear from you XXXX or whom ever is in charge of making the proper decision and immediately fix that which you created and ruined! 

Date ... XX/XX/XXXX ... Still NO response from you in writing or by phone ( Diamond you have had my cell number for nearing 2 months now ) & NO return call or acknowledgement of your receipt of my faxed paperwork that you requested! What is going on with this company?? Please call today! 

... & Now it's the XX/XX/XXXX ... & still NO contact only by email stating : Dear XXXX XXXX : A statement is now available online for you to review. For more information, please log onto http : /XX/XX/XXXX. 

Please do not respond to this e-mail as it will be sent to an unmonitored e-mail box. 

... And it still doesn't work ( same information as written earlier in this letter )!

Company response to consumer: Closed with explanation