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Ocwen is not interested in resolving complaints. I have been suffering a relationship with them since 2009 when the very first transaction I sent in, a monthly payment of $3, 000, was stolen.
At first they acknowledged having received it, then they denied it.
Currently they state that it was applied to a payment, but they can't say which payment. I spoke to Escalation Manager Vaibhav Srivastav #M4889: Oh, he says, that was to cover a missed payment.
I don't recall missing a payment, which payment does it state in your records?
He says it was in 2011. OK, I have those records handy - lets go through them.
Oh wait, he says, it was in 2009.
Are you sure? because wouldn't it have been mentioned in one of our lengthy telephone conversations the application of the extra $3044.29 to that missed payment rather than to the suspense account?
He says yes it was in 2009. OK, so then lets go through those statements.
No, he says, wait its 2007. OK, I have those statements. Which month was it?
Oh, I'm sorry, it was actually 2006. Well, I dont have those statements at hand, but I'll have them ready for our next conversation.
Whew!, he thought, because this was getting ridiculous.
So he is saying the extra payment I made in October 2009 went to pay for a missed payment from 2006 - that had never been documented or any attempts at recovery or late charges added.
I have received from Ocwen at least ten transaction history statements. ALL OF THEM ARE DIFFERENT !
I have over 100 situations documenting their unethical actions / lies / bookkeeping 'errors' / excuses. I have complained to:
Ocwen's Customer Service Center (OCSC) - A few there are ignorant and honest, but most are wicked liars.
Ocwen's Relationship Manager (RM)- I tried connecting with him maybe ten times over a two-year period. Never spoke to him.
Ocwen's Research Department (RD)- These are the biggest wasters of time. Always needing more time to research; they conclude with open-ended results and confusing excuses.
Ocwen's Office of the Ombudsman (OOO)- Borderline Narcissistic; crafting magical stories that never add up.
The Advocacy For Consumer Rights (TAFCR)- Wanted to take Ocwen to court to count how many adverbs they use. ? Really.
The Office of the Comptroller of Currency (OCC) - Forwarded my complaint to the Consumer Financial Protection Bureau (CFPB).
The Consumer Financial Protection Bureau (CFPB) - I spent six months detailing and filing eight complaints. Ocwen responded with lies that totally contradicted the documentation I had provided. No further questions.
The Department of Business Oversight (DBO) - Said they were different than the CFPB. They actually review the response received from [Complainee] and follow up without any further involvement from [Complainer].
The DBO website states:
---The Department of Business Oversight (DBO) encourages financial services consumers to submit complaints if they believe a DBO licensee has violated state law or acted improperly.
--- Complaints help us protect consumers and obtain redress for them when they're victimized by unlawful, unfair or fraudulent business practices.
--- The DBO evaluates and reviews complaints and takes appropriate action when it finds violations of the laws and regulations we administer.
--- Enforcement actions may include administrative orders to: stop violations of laws; deny, suspend or revoke licenses; and levy penalties.
--- The DBO also can file civil actions to stop violations of the
laws, appoint receivers over companies, and obtain restitution for consumers and penalties against violators.
--- If the DBO does not have jurisdiction over the matter, we will help direct you to the proper regulatory or law enforcement agency.
BUT IN THE LETTER THEY SEND YOU AFTER YOU FILE A COMPLAINT, DBO STATES:
--- We facilitate communication between consumers and financial institutions, but we do not act as an advocate for either party.
--- We do not have the statutory authority to award damages, overturn fines or other charges, etc.
--- We do not act as a court of law or as a lawyer on your behalf.
--- We cannot provide legal advice.
--- We do not become involved in complaints that are in litigation or have been litigated.
--- We do not resolve factual disputes or disagreements over the interpretation of contracts.
--- If the circumstances of your complaint make it advisable to consult an attorney, the California Courts Free & Low-Cost Legal Help website provides information you may find useful.
>>11/27/2014 Paid $Full Amt. - DECEMBER 2014 Pymt sent 11/27, rcvd 12/8, appd 12/8, new stmt 12/9
Ocwen held pymt for 11 days.
>>12/30/2014 Paid $Full Amt. - JANUARY 2015
>>1/14/2015 Ocwen cancels payments they rcvd on 11/4, 12/8, and 12/30/2014 and reposts this day.
>>2/1/2015 Paid $Full Amt. - FEBRUARY 2015
>>3/1/2015 Paid $Full Amt. - MARCH 2015
>>3/3/2015 Ocwen splits my payment, sends $2315.59 to Principal. The remaining $1036.43 is not sent to Suspended Funds, just disappears. No Late Charge is charged. Full payment is marked as delinquent.
>>3/4/2015 Rcvd statement that $1032.33 is due 4/1/2015.
>>3/28/2015 Paid $1032.33 - APRIL 2015 Pymt sent 3/28, rcvd 4/7, applied 4/8, new stmt 4/16
>>4/16/2015 Rcvd statement that $5671.71 is due 5/1/2015.
>>4/23/2015 Called Ocwen about amount due. Requested transaction history. Was told to mail in a check for $5 ASAP. Was told to contact the Research Department with concerns over the amount due.
>>4/24/2015 Paid $5.00 ($5 OVER) Pymt sent 4/28, rcvd 4/28, applied 5/9, new stmt 5/11
>>5/9/2015 Ocwen cancels payments they rcvd on 3/2, 4/7, and 4/28/2015 and reposts this day.
>>5/11/2015 Paid $Full Amt. - MAY 2015 Pymt sent 5/1, rcvd 5/11, applied 5/12, new stmt 5/13
>>5/11/2015 Rcvd statement that $6686.03 is due 6/1/2015.
>>5/13/2015 Rcvd statement that $3334.91 is due 6/1/2015.
>>6/1/2015 Paid $Full Amt. - JUNE 2015 Pymt sent 6/1, rcvd 6/8, applied 6/9, new stmt 6/10
>>6/10/2015 Rcvd statement that $3334.91 is due 7/1/2015.
>>6/19/2015 Ocwen cancels a bogus payment they created on 5/11 and two bogus payments they created on 6/8 and cancels payments they previously created on 5/9 after canceling actual payments they rcvd on 3/2, 4/7, and 4/28/2015 as well as cancel payments they rcvd on 5/11 and 6/8 and reposts those nine transactions this day.
>>6/22/2015 Rcvd statement that $6669.82 is due 7/1/2015.
>>6/23/2015 Ocwen sent Initial Due Diligence letter
>>6/24/2015 Called Ocwen about amount due. Phone system states that they rcvd payment on 6/8 and next payment is due on 6/1. ? Spoke to Customer Service Representative PH0532. Was told to contact the Research Dept.
>>7/1/2015 Paid $Full Amt. - JULY 2015
>>7/8/2015 Rcvd statement that $6669.82 is due 8/1/2015.
>>7/8/2015 Called Ocwen about amount due. Phone system states that they rcvd payment on 7/7 and next payment is due on 7/1. ? Made an appt with Relationship Manager Dinesh Khatri at 1pm 7/9/2015.
>>7/9/2015 "Was in my truck driving home when Dinesh called. I explained I was driving and asked him to call me back in 10 minutes.
He said he would try to call me back. He didn't call back.
Called Ocwen and made a new appt for 2pm 8/21/15."
>>7/21/2015 Ocwen sent Initial Due Diligence letter
>>8/10/2015 Ocwen sent letter stating they haven't rcvd payments for July and August.
>>8/12/2015 Rcvd statement that $6678.06 is due 9/1/2015.
>>8/21/2015 Ocwen sent Initial Due Diligence letter
>>8/21/2015 No call from Dinesh. Called Ocwen. Phone system states that they rcvd payment on 8/10 and next payment is due on 8/1. ? Made new appt with Relationship Manager Dinesh Khatri at 2pm 8/31/2015.
>>8/31/2015 "Appt. today at 2pm with Dinesh. Left work early. Was at home waiting for call.
Rcvd call at 2pm. Ocwen rep couldn't hear me, then barely could hear me. She said she would try to call back. [Try?]
Rcvd call at 2:05pm - I couldn't hear her, but could hear background noises. Spoke to an empty line for 1 minute, then hung up.
Waited 2 mins and called.
2:09pm - Phone system states that they rcvd payment on 8/10 and next payment is due on 8/1. ? Spoke to an Ocwen rep. He told me what I already knew and couldn't answer any question. I stated that I already have a case being researched by the Research Dept. He said he was going to transfer me to them. The line transferred to the number I had just dialed. Then rcvd msg.: Ocwen is now closed because of technical difficulties. Please try again later."
2:30pm - I called Ocwen. was placed on hold.
2:35pm - spoke to PH0742. Transferred to Relationship Manager.
2:44pm - placed on hold.
2:48pm - spoke to 11212. Explained everything again. He gave me the phone # to the Research Dept.
2:52pm - called Research Dept. entered my account # and SSN. then rcvd message:
"We are temporarily closed due to technical difficulties. Please call back later today."
>>9/8/2015 Paid $Full Amt. - SEPTEMBER 2015 Pymt sent 9/8, rcvd 9/18, applied 9/18, new stmt 9/21
>>9/11/2015 Ocwen sent letter stating they haven't rcvd payments for August and September.
>>9/16/2015 Rcvd statement that $10, 021.21 is due 10/1/2015.
>>9/18/2015 Charged Property Inspection Fee - $13.25
>>9/21/2015 Rcvd statement that $6841.19 is due 10/1/2015.
>>9/21/2015 Ocwen sent Initial Due Diligence letter
>>10/6/2015 Paid $Full Amt. - OCTOBER 2015 Pymt sent 10/6, rcvd 10/13, appd 10/14, new 10/15
>>10/15/2015 Rcvd statement that $6841.19 is due 11/1/2015.
>>10/22/2015 Ocwen sent Initial Due Diligence letter
>>10/22/2015 Ocwen sent another Initial Due Diligence letter
>>11/10/2015 Paid $Full Amt. - NOVEMBER 2015 Pymt sent 11/10, rcvd 11/16, appd 11/17, new 11/18
>>11/12/2015 Ocwen sent letter stating they haven't rcvd payments for October and November.
>>11/13/2015 Ocwen sent Urgent Delinquency Notice
>>11/16/2015 Rcvd statement that $10, 248.97 is due 12/1/2015.
>>11/18/2015 Rcvd statement that $6905.82 is due 12/1/2015.
TO BE CONTINUED...
>>5/21/2014 Requested Ocwen to explain the transactions in the detailed transaction history. What happened to the extra payment I had sent that was supposed to be placed in suspension?
>>5/27/2014 Ocwen rcvd request and sums it up to one concern: A request for a detailed payment history, which they will send under a separate cover. They trust that the information they have provided fully addressed my concern.
>>7/30/2015 Fax to Research Dept. Please explain account history. Separately indicated fifty-five concerns. What happened 10/5/09 and 11/5/09, transaction double entries on six occasions, an unknown payment, multiple suspense payments and reversals beginning in March.
>>8/5/2015 Ocwen rcvd request to research. They will need 20 additional days beyond the standard 10.
>>8/27/2015 Ocwen states they need an additional 15 days beyond the additional 20 beyond the original 10 to research.
>>9/4/2015 Ocwen responding to request made 7/30.
Sums my fifty-five concerns into one: The amount reflected on the account statements and requested an explanation.
Also requested explanation of transaction history sent earlier. The response was two pages long.
The first 1.5 pages contained info not pertinent to my request: When they acquired servicing rights,
when the loan was modified,
the principal balance,
the balloon payment,
the maturity date,
the deferred principal balance,
STATED THAT ON MARCH 24, 2010 THEY WAIVED THE DEFERRED PRINCIPAL BALANCE OF $5277.42.
Sent me another copy of the modification agreement
and Saxon payment history,
explained how the loan is escrowed,
and how escrow functions.
Then stated on 1/14/2015, they processed necessary adjustment.
On 3/2/2015 they rcvd payment which was incorrectly applied.
On 6/19/2015 they processed necessary adjustment.
Please note that we have processed necessary adjustments and reapplied all the payments correctly. (I've heard that before.) [but they won't itemize what those changes were.]
We sincerely apologize for the inconvenience this may have caused.
Also sending me Ocwen payment history and PS, The August payment is due. IF THEY APPLIED ALL THE PAYMENTS CORRECTLY THEY WOULD SEE THE AUGUST PAYMENT IS PAID!
>>12/30/2015 Fax to Research Dept. Provided transaction history received from Ocwen on 9/14/2015. Single-item receipt of $3044.29 on 10/5/2009, placed in 'Unapplied Funds'. Please explain what happened to these funds.
>>1/4/2016 Ocwen rcvd request to research. They will need 20 additional days beyond the standard 10.
>>1/7/2016 Ocwen addresses my concern regarding $3044.29 in Suspense Fund: Funds of $873.16 was applied toward the Escrow Account from Suspense Account. Further, on that same day $873.16 was received from you, which when combined with the remaining $2171.13 equaled a payment and was used to "roll a due date". Sending a detailed transaction history, which you will receive separately. PS your December payment is due.
"Problems with the Research Department's answer:
1) Why take the amount from the Suspense Account Funds, when you were already expecting the Escrow Funds arrival, just to put the Escrow Funds back into the Suspense Account that same day?
2) At this time, the modification has already affected my payment amount to be just under $880. That $3044.29 could roll over three due dates. The Research Department has failed to realize this and is talking out of the side of their neck as it is evident they will provide any answer they can think of while performing zero research and then trust [hope] that their answer has addressed all of my concerns."
>>1/19/2016 Fax to Research Dept. Responding to their response. Please explain "roll a due date" and specifically which due date? Requested reversal of late fees added during initial stages of modification, credit escrow $873.16 that I sent separately for that purpose, without removing the amount from the suspended funds, return $3044.29 to the suspended funds, reverse the autopost from 10/1/2009 and let me know if there are any difficulties in making these corrections.
>>1/20/2016 Fax to Research Dept. 22 pages. Identifying errors in their transaction histories and differences between transaction histories received on September 4, 2015 and January 7, 2016. Of 39 transactions, only five are necessary. The placement of the 36 bogus transactions muddies up the palette to make it more difficult to spot where things might be getting a little out of hand. Such as: duplicate payments, payment reversals, splitting payments to send one penny to principal or to escrow. The September 4 history does not have these 36 useless transactions. They were intentionally added and they do nothing except to make the statement more difficult to read and build in a mechanism that affords benefits for unscrupulous behavior.
"Also, pointed out that a statement was generated five days early and on the same day that Ocwen received my payment, but didn't indicate that a payment had been received, creating the illusion that I was yet another month in arrears. Then two days later generate another statement showing that payment was received. Provided four consecutive statements over two months indicating that this had been orchestrated twice on my account.
Also, provided one statement containing nine transactions totaling $11, 076.27. Including four suspense payments, a principal payment, a negative payment, and an escrow payment of 1 penny that was made on the same date as the full payment Ocwen received from me that Ocwen states was one penny short of a full payment and was counted as delinquent.
Also, provided bank statements as requested for Jan, Feb, Mar, Jul, Sep, and Nov."
>>1/25/2016 Ocwen rcvd request to research. They will need 20 additional days beyond the standard 10.
>>2/16/2016 Ocwen states they need an additional 15 days beyond the additional 20 beyond the original 10 to research.
I received no further response in this string from the Research Department regarding the missing funds. I initiated responses to this topic yet again at a later date.
Fax to Ocwen re: interest rate change from 2.125% to 9.15%. Spoke to Ocwen CSR George Matthew who just prior in response to my question "Why was it changed?", said "We thought that would get your attention."
Why did they need my attention?
They said that in order to change my interest rate back to 2.125%, I had to send them a copy of my loan docs to prove it was supposed to be 2.125%.
They said they didn't have a copy of the loan docs. They offered no explanation of how they knew my prior interest rate was 9.15% if they didn't have my loan docs. Just plainly stated that they wouldn't change my interest rate back to 2.125% until they had copies of my loan docs.
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