Consumer complaint received 2025-03-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Ocwen Financial Corporation
State: VA

Complaint narrative:
XX/XX/XXXX To Whom It May Concern, I am writing to you from XXXX Virginia. We purchased our home on XX/XX/XXXX, and financed it through XXXX XXXX. Since then, my mortgage has been transferred between different banks : first to XXXX, then to XXXX, and now to PHH. Recently, PHH transferred my mortgage to XXXX. 

My issue began with a letter from PHH dated XX/XX/XXXX, informing us that our account had been transferred to XXXX XXXX. The letter clearly stated that the account itself would not change as a result of this transfer and XXXX would take over the payments. It's important to note that this transfer of service letter is very similar to the letters we received in the past from XXXX and XXXX when they took over our mortgage payments. As instructed, we adjusted our pay routine and began sendig our regualr mortgage payments to XXXX instead of PHH. Fast foward to today, and caught off guard we recieved a mortgage statement from XXXX ( loan number XXXX ), in which they alleged that we have a second loan taken out on the house and that the total amount due is {$72000.00} with a statement due date of XX/XX/XXXX. 

I first reached out to XXXX, and they informed me that we had signed for a second loan back in XXXX when we purchased our home, which PHH had failed to communicate as we never received any documents or payment invoices about a second loan since we begin paying our mortgage from XXXX. We never received any notice in the past about a second loan with any of the banks we previously dealt with, including PHH. 

XXXX XXXX recommended that I reach out to PHH to confirm everything was valid since there was so much confusion about the second loan. Long story short I reached out to PHH they denied several times that a transfer of service letter was sent out. I had a PHH representative inform me that the transfer of service letter was fraudulent and that PHH would not send out any documents without first contacting the customer via email or text. I was instructed by the same PHH rep to send transfer of service letter to XXXX @ XXXX XXXX  ( PHH ). Additionally, since it was taking so long to hear back from them, I scheduled an appointment with XXXX, who was handling the case. I could not be more disappointed and frustrated with his lack of interest in providing help or suggestions to address the issue. It felt like he did not want to be bothered. I basically had to carry the conversation myself. The only thing I learned from XXXX was that they had not sent the transfer of service letter. After a month of back-and-forth with customer care, I recently received a letter stating that PHH acquired the servicing rights to the account on XX/XX/XXXX. It was determined that the PHH account XXXX was transferred to XXXX XXXX XXXX in XX/XX/XXXX. They conveniently concluded that no error occurred on their part. 

Please keep in mind that we fell behind on our mortgage with PHH because payments were being sent to XXXX. As a result, we had to catch up on two to three mortgage payments after we stopped paying PHH. Additionally, we did not receive any notification about the late payments to help us keep track of the account. 

The ongoing back-and-forth has led to a significant issue that I have never faced before. We may be at risk of losing our home, as it appears that XXXX XXXX has transferred the second loan to a law firm XXXX XXXX XXXX XXXX XXXX XXXX, XXXX ). The maturred loan total payoff amount is {$72000.00}, plus attorney fees and costs, which are due by XXXX XXXX feels like I am being pressured by these banks to pay off a loan that has matured, of which I was not informed until now. It almost feels like bullying. Please keep in mind that, to the best of my knowledge, we have not received any invoices or payment requests for a second loan since we acquired our home. As a result, we had no way of knowing that the loan had matured.

Company response to consumer: Closed with explanation