Consumer complaint received 2017-05-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Ocwen Financial Corporation
State: NY

Complaint narrative:
With great emphasis, I reiterate my need and legal right to see the copies the  XXXX  ( ones that was given ou t ) from  XXXX - XXXX .  I unwaveringly reject and disputed the validity that  (   XXXX  )  XXXX  was the only  XXXX  given in the time frame of  XXXX  to  XXXX  scope in your  XX/XX/XXXX  CFPB response ( " In addition,  XXXX  forms will only be issued in the years where funds were received and there were there is interest to report '' ). The IRS does not requir e Ocwen to  report the amount of Taxes paid " but '' New York  State ( NYS ) d oes for income tax requirement " since you do operate within the state '' ; and this is a NYS Tax property issue, and New York is one of the states that you do service, and yet Ocwen fail to provide any Tax statements. Ocwen botched basic functions like good accounting and record retention policies for up to 20 years as required by regulatory best practices. This is a another shortcut ( with eleven communications and counting since  XXXX   XXXX   ) to i nvestigate my compliant with runaround and false blanket statements, without fully disclosing the mistakes Ocwen made servicing my account with faulty information. When you find the errors on your information and ways - " Only  XXXX  ''  XXXX  vs " More ''  XXXX  symbolic to " Not In '' possession vs " In '' possession of Tax History prior to  XXXX , ( when a fulfilling solution or delivery is put forth by Ocwen the end result is always holes in its solution or disappointment ) this is Ocwen ever-changing status or contradictions and failure to take accountability. How can anyone trust the integrity of Ocwen 's flip-flopping behavior? I am vetting your information you 've provided and finding many serious problems. I believe the IRS and NYS would disagree with your information - ( " only  XXXX  ''  XXXX  or  XXXX  ). I do not think you would get a confirm on this, as there are more  XXXX . Your data is faulty between  XXXX  to  XXXX , and it should be double verified from  XXXX  -  XXXX  ; and I am very disturb regarding  XXXX  to  XXXX . I believe your system payment history is compromised and lacks the correct workflow feed to Tax history payout   XXXX - XXXX  .     Thank you for your CFPB response dated  XX/XX/XXXX  case #  XXXX . However, after carefully reviewing the letter several times this is obviously nothing less than a smear campaign to cover the struggles of my request and compliant. There are still several important issues that have yet to be addressed, and I have yet to hear an answer regarding the issues below. Please revisit your inaccurate and incomplete information carefully. THIS IS A FAIR REQUEST.    1. In correct and/or misleading info ( eg. " Not in possession of history '' ) - ever- changing status or several contradictions verbally and written, even within the Ombudsman offi ce ; 2. No  communications from appropriate departments, persons, etc., and the being given the endless runaround we are now in  XXXX   XXXX  ;  3. Failure to  provide any accurate periodic statements detailing how tax charges applied  ; 4.    XXXX  's inability to tell the truth or to be transparency in the investigation  ; 5 . The constant infliction of frustration by evasive tactics to confuse me ( the consumer ) -seemingly strategically deceptive and purposely confusing from  XXXX  to present  ; 6. Volu minous and immaterial data and intricacies, all while engaging in a ceaseless and needless back-and-forth with  XXXX  from  XXXX  to present ;  7.   Speaking of and making reference to prior servicers ' record retention policies - an action that should have never been resorted to in my estimation, as seen by the example in place by the regulatory body in the aftermath bad behavior by  XXXX   XX/XX/XXXX  actions to  XX/XX/XXXX   XXXX   XXXX . It seems like Ocwen has mishandled my account without full accuracy and completeness, overlooking vitals details ;  8.  Resorting to " third party '' Tax history sources as a solution to my specify request, which makes it  apparent that Ocwen will tell anything so just to make you go away ), because the " third party '' record does not show who paid the mortgage. This is typical Ocwens shortcut, and the information should come from its own proprietary management systems ; 9.  Incorrect and delayed  XXXX  coupled with non-communication while connected to Ombudsman office, which disaster could of been avoided, contained or mitigated by filing my  XXXX  Income Tax ;  **** Jus t on the aforementioned points alone, Ocwen should take responsibility and pay penalties for its manipulative behavi or. **** Ther e is also the issue of incorrect  XXXX  information. If  XXXX   XXXX   XXXX  ( Consumer Account Analy st )  would have returned any of communications ( voicemails, fax and email messages ), I strongly believe, as stated, that the disaster could of been avoided, contained or mitigated. By filing my  XXXX   Income Tax,  that caused Tax problems with Ocwens inaccurate information on  XXXX  and the delayed after  XXXX / XXXX / XXXX  tax day. I had no knowledge of this unti l Ocwen 's CFPB  letter of   XXXX  , and without filing my CFPB compliant I would not have any knowledge of this action, I have not received any notice from Ocwen 's Tax area or any other department regarding this major error. I tried persistently and diligently to contact  XXXX   XXXX   XXXX  only to encounter the same systemic and cultural misconduct ( circular and evasive tactics to confuse m e ). I have communicated eleven ( 11 ) times or more with four ( 4 )  departments  and five months, but the result has been the same, even in Ocwen 's Consumer  Ombudsman office. Truly, I expected better from the largest nonbank mortgage loan servicer - biggest does not mean better.     Th e four ( 4 ) engaged department at Ocwen o Research Department o Consumers Advocate  Department  o HRD Mediation Team  o Consumer 's Ombudsman Office There is also a bright line prohibition against servicers engaging in unfair, deceptive, and abusive acts and practices related to mortgage servicing activities. Several time s Ocwen retra cted their initial statements, and took no responsibility for the harm caused. This has been the case even in the Ombudsman office by managers. Furthermore, it warrants mentioning that, in my case, Ocwen has been engaging in the same behavior for which it was fined hundreds of millions of dollars in   XX/XX/XXXX  , along with other institutions such  XXXX ,  XXXX   XXXX   XXXX ,  XXXX  and other governing entities by the Independent Foreclosure Review ( IFR ). I also received a settlement from a class action suit in  XXXX  for this same extremely deceptive conduct, which is a flagrant violation of proper best practices, procedures and regulations. This is my third time having to filing with CFP B ( Big Brother ) f or help since  XXXX . See below cases :    XXXX     XXXX  Class Action Settlement - Ocwen 's violations on thousands of their customer accounts ***  XXXX  CFPB case #  XXXX  -  XXXX  's Preemptive Foreclosures and Manipulations with the same as above included  XXXX  CFPB case #  XXXX  - Ocwen 's comingled customer accounts by breaking yet another violation this time " Privacy Act information ''.     Ocwen has been a repeat offender with its practices and violations of regulatory standards and has not reformed. And yet, here we are again at this junction of time. Truly deja vu Significant damage has   been done here. I have made multiple complaints of Ocwen 's deficiencies. The inaccurate information given by Ocwen when interacting with them ; and they have been logged and reflected in the event of my journal. How can a established corporation get away with this kind of communications?
Ocwen 's policy handbook seems devoid of the definition of " escalation ''. Escalation Relationship Manager '' is apparently an empty title for are policy only, with no active proactive procedures to adequately resolve the complaint or escalate the call for investigation. Ocwen has also failed to send us any accurate periodic statements detailing how Tax charges were applied, leaving me in the proverbial dark ( to this current state issues ). This kind of treatment is belligerent. This is the 21st century and regulatory practices demand that the money trail be followed. This is a regulatory    violation.   Finally, am I the only customer with these Ocwen systemic violations, or are there any voices out there to say " Ocwen failed miserably to adequately investigate and respond to complaints?   Without the strong arms of CFPB and FTC being vigilant, the playing field would be characterized by utterly unfair treatment of the consumer in dealing with big financial corporations like Ocwen. It would be unjust for  XXXX   XXXX , now  XXXX   XXXX   XXXX , to have been penalized back then and for that reason, while Ocwens reckless and repeated bad behavior goes unpunished ( as they systematically and continually violate best practices regulations regarding complain ts ). T hese regulatory rules are designed to be fair for both companies and consumers. No Consumer should have to go through a nightmare like this. Ocwen continues to be defiant to remediate the problem, or in other words stop the bleeding it has caused with its behavior. I need accurate information for  Tax Property Reduction & Disability Exemption  data from  XXXX  -  XXXX  for  XXXX   XXXX   (  her  XXXX  status for   XXXX   XXXX   XXXX   XXXX   XXXX  ). To move forward with this inaccurate, and incomplete information by Ocwen to the next level of Tax reduction and exemption without vetting the details would have been a huge embarrassment and catastrophic several times worse than the  XXXX  and regulatory practices failures all together.

Company response to consumer: Closed with explanation