Consumer complaint received 2020-09-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Ocwen Financial Corporation
State: CA

Complaint narrative:
Dr XXXX XXXX ( Social Security XXXX ; CA DL XXXX ) XXXX XXXX XXXX ( Social Security XXXX ; CA DL XXXX ) XXXX XXXX XXXX  XXXX, CA XXXX Mortgage Service Center Acct # XXXX ( also reported as Account XXXX ) Dear FTC I am writing this letter to the FTC because I have not received help from PHH Mortgage or XXXX. I have sent them three letters noting how the error happened, bank statements to show how consistently I paid and how accelerated my payments were, notes from my calls to XXXX and XXXX, and multiple email messages from XXXX showing how frequently their XXXX  erred. The loan from XXXX was serviced by XXXX and I was paying 2 payments per month and paid the loan off from XXXX. 

I remain very negatively affected by their incorrect credit report. I am attaching for your review 6 months of XXXX bank statements along with 7 pages of notices I received from XXXX showing that their XXXX  frequently malfunctioned. You can see from these statements and the XXXX  problems that XXXX XXXX  did not go out for no fault of mine. A review of my payment history will show that I very eagerly paid twice a month and had accelerated my payments. I do not know why when the XXXX had been set up for payments, why XXXX XXXX  did not send the two payments in XXXX. Given my excellent history of payments and recurring pattern of failure of XXXX XXXX, notes that show I called XXXX repeatedly to rectify the situation, my long history of relationship with XXXX, and sober credit usage, I am requesting that the negative credit information reported in XX/XX/XXXX be removed. As I have indicated in my previous letter, I contacted XXXX multiple times with issues we had sending payments using XXXX. I sent copies of my handwritten notes for each instance I called XXXX to report how much difficulty I was having with the XXXX feature. 

I am writing to get your help with account # XXXX ( also listed as XXXX ) which had negative information reported for XXXX XXXX ( XXXX XXXX ) and XXXX XXXX ( XXXX ) XX/XX/XXXX to all three credit bureaus. 

We are loyal XXXX Wealth and Personal Banking clients. We have in the past had a home loan with XXXX, multiple checking and savings accounts, and a brokerage account with over {$250000.00} balance. Likewise , Dr XXXX XXXX has had multiple checking, savings, and credit card accounts in addition to this home loan account with XXXX. 

We have been very timely and careful with our credit usage at XXXX. A review of our account will show we have paid everything in full and on time. We pride ourselves in being diligent in paying our bills. 

My wife and I are both surgeons with a busy clinical practice. We are in the process of buying a Covid-19 testing machine and a credit check revealed this negative information which precludes buying the machine. 

The account was set up when we refinanced our home with XXXX in XX/XX/XXXX. Using the help provided by XXXX, we started the XXXX  option on our XXXX account. This system worked well for us until we began to accelerate our payments. Due to the accelerated payments, an issue occurred with XXXX XXXX  software in XXXX and XX/XX/XXXX. 

On XX/XX/XXXX, I received a statement noting the payment had not been received. I immediately contacted the Mortgage Service Center at XXXX and spoke to XXXX. I told her we had accelerated our payments and that a glitch in the XXXX  software had prevented the payment from going out. She said this happens all the time with XXXX  XXXX and given that we work so closely with them, we will clarify what happened here and remove this information. This occurred through no fault of mine and instead was caused by problems in XXXX XXXX  software. 

On XX/XX/XXXX, I had another minor issue with the way the Principal was being reduced with the accelerated payments and called the Mortgage Service Center at the same number above. They said all the payments were fine and that the home was nearly paid off. WhenI inquired about the negative information from XX/XX/XXXX, the staff person I spoke with, XXXX, said that the issue hadnt been corrected. 

XXXX was very understanding when I explained that we were very loyal customers of XXXX, that we had been doing accelerated payments to pay off the home, and that a software glitch in XXXX had likely resulted in the payment not being received. She said that it is not a problem Sir because your payments are way ahead of schedule. She said she had put in a ticket that should quickly resolve the problem. 

Despite multiple attempts, the negative credit information was not removed from the 3 credit bureaus. I have paid all monthly payments and the entire loan without any issues because I am a loyal XXXX customer. The people we spoke with acknowledged that this was a minor issue on XXXX  XXXX  side. Theyve assured us there would be no negative credit information reported. 

I am attaching a copy of a recently obtained report which corroborates the negative information reported to XXXX, XXXX  and XXXX. I have spent considerable effort contacting you via phone to rectify this error. 

We are very loyal customers and we hope you will be able to correct this information with all 3 bureaus for XXXX XXXX and XXXX XXXX. We made no mistake in sending you timely payments. I do not feel it is fair despite multiple calls to correct this situation that we should have this negative information in our file. 

Our community is suffering from Covid-19 cases. I hope you will be able to resolve this credit issue expeditiously please for the sake of our community. 

I have already sent copies of my handwritten notes of my phone calls and a copy of my driver 's license to PHH and XXXX in three prior correspondence. Please note all the people I have cc 'd below  in my correspondence with no help. 


Sincerely yours , Dr XXXX XXXX XXXX XXXX cc : XXXX XXXX   XXXX, XXXX. 
XXXX XXXX XXXX XXXX, NY XXXX XXXX XXXX XXXX XXXX. 
XXXX XXXX  XXXX XXXX, NY XXXX XXXX XXXX XXXX President and Chief Executive Officer, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX Mail stop XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, IL XXXX XXXX  XXXX XXXX XXXX XXXX  XXXX XXXX, PA XXXX XXXX  XXXX XXXX XXXX XXXX XXXX   XXXX XXXX XXXX, TX XXXX XXXX XXXX XXXX XXXX. 
XXXX, GA XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation