You may be one of thousands of Americans who have been educating yourself on what should have happened in your home loan process. Maybe you are on of thousands who have questions concerning the servicing of your loan, your escrow account, fees applied to your mortgage. You could be one of the thousands who have done everything you should have, but are having difficulty with your bank.
If you are having trouble with your bank, and it’s a National Bank (N.A.) , you first call the State, then your Senator, HUD, everyone you can find that has a phone number. Each and every one of those people will tell you there is nothing they can do because it’s a “national bank and you need to contact the OCC”.
The OCC (Office of the Comptroller of Currency), you are told, is the only entity with any power over national banks. SO, you contact them and they tell you what you need to do. You gather all your information, supporting documents, and send them off to the OCC Consumer Complaint Division. That’s exactly what I did. With a gleam in my eye, I sent off the letter and supporting documents, one to the bank, and faxed a copy to the OCC.
I wait for the letter confirming receipt of my complaint. The letter from the OCC comes….HOORAY! I have a case number, now something will be done! I get the response letter from the bank saying they are checking into my questions, and will respond within the timeframe.
I watched for the mailman everyday as the 30 day mark approached waiting for that first letter, hoping for information and possibly vindication.
I soon get a FEDEX from the bank.
I anxiously open the package, naively thinking they are going to have seen the oversights, etc., and naively I think they will correct them. In my head I think “Yes, they are going to have to fix it now that I have the OCC involved”.
WRONG! I open the letter and begin reading. It is a regurgitation of useless information that doesn’t even address the issues I presented to the OCC! If it did address the issue, the supporting facts I presented showed a different reality!
I call the OCC, and question the lack of real substance in the letter. I ask them to look at the complaint I filed,” Do you see how they didn’t answer all of the questions? Do you see how my documentation doesn’t match up with what they are saying?” I am told to respond back, and send a copy to the OCC. So I do…….about 6 times! Every time I got a letter back from the bank, it was the same old tap routine. To the point that the letters seemed exact in the wording, like this is not the first time they had to address the issue, and they simply cut and paste some of my information in the “blank”.
After 7 months, I was sick of sending documents, and getting the tap routine from the bank and the OCC. I send one last letter to the OCC. I ask them to make a decision based on the information I, and the bank have given them. I tell them they need to be more involved than being the “note passer”. I let them know if need more information, or clarification on my part because of a document the banks submits to them, I will be happy to forward my copies for further clarification, or submit what I have for clarification.
I wait, imagining someone actually looking at the information I, and the bank, submitted. I assume the bank has not had to submit any more documentation, as I hear nothing from the OCC.
3 months go by. I still hear nothing, I look on the OCC website and it shows my case as still pending. I contact the OCC to see the status, to get an update as to what will happen if they find the bank has made a mistake. I am told that nothing might happen for me. Even if the bank is found to have done wrong from the simplest thing to TILA or RESPA violations. They are often punished, but unknown to the public. WHAT?!? How can that be?
I contact the Congressman’s aide who has been looking into the matter, and tell him the information the OCC relayed to me. He too is astonished that they have told me there is little if any vindication I would get even if they found wrongdoing on the part of the bank. He contacts the OCC, and they tell him that my case is in the “legal department”. YEAH!? Did they actually read and see the information ? ( I know in my heart I will get some results. I know what I gave to them as evidence. There’s no way they won’t see the problems and miscalculations. All I have to do is be patient.)
FINALLY 7 months later I get a letter from the OCC. I am not encouraged by the fact it is just a letter size envelope, but who knows…I open the letter….by the time I finish reading I am livid! After 17 months, the following points are made in response to my complaint:
1) THEY can’t even tell if my loan was a refi or purchase loan. Hmm I was a first time buyer..my name was not on the deed or any other deed in the whole country prior to my getting this house…what do you think?
2) They ignored the information I provided to them concerning the fact the Wells Fargo presented my loan as a refi with an appraised value of 264,000.00 and a loan value of 180,000.00
Why is that important well the purchase price was really $175000.00 the loan was for $180,000.00 and the one and only appraisal was for $250,000.00. SO Wells LIED when they presented my loan into the package it is currently in….but hey, why even bother addressing the issue, it only points to systematic fraud. Really, if you were in investor would $180,000.00 loan on a $175,000.00 purchase to a person with 510 credit look good to you? BUT a $180,000.00 refi on $250,000.00 appraisal would..Hmmm.
3)It says I stated inconsistencies in accounting and being charged 100.00 for HOPE NOW (I was and sent the copy of the paper from Wells accounting). Wells Fargo says it didn’t happen….so OCC agrees.
GEEZ the latter keeps getting better……
It continues to say the bank responded on several occasions and they would only summarize, but have included copies for me (there was nothing else in the envelope) The letter continues that even though my rate is 10.75% and I paid over $15,000.00 total at closing the loan was not high cost. HOWEVER the inaccuracies in my loan application (outright lies) are not within the OCC’s authority to resolve.
4)The bank provided information as to the various workout I was offered, but the unscrupulous/ predatory nature of them is not addressed as the OCC can not force a bank to work things out with you ( OK, I’ll give them that)
5)In regards to the various workout arrangements, inaccuracies of accounting and payment history their comment is this “Such disagreements are factual disputes and the OCC does not have the authority to resolve factual disputes between a consumer and the bank”
REALLY!?!?!?! I guess me and all of America just helped the OCC bank account get bigger because of the fines that will/could be imposed, but we do not get the agency back up. But I do get advise that if I am not happy I can retain counsel…yea. Like any one has the guts or money to go after a bank. Good luck finding that attorney.
I look at it this wasy, if they are getting information about the poor practice of these banks and do little more than fine them, but don’t help make the people who bring it to their attention whole, the OCC becomes little more than a security blanket for the Banks.
They already claim Federal Preemption when a States rules are tougher. The FEDERAL RULES SHOULD BE TOUGHER THAN ANY STATE LAW! It should be a crime for a government agency to have the knowledge an entity broke the law, and not do anything. By allowing this to continue it only reenforces the too big fail, “nanny-boo-boo you can’t catch me”–thumb the nose and stick out their tongue attitude the banks have in full force.
Let me be a small company that is pulling the crap the banks are, and I’d be in Jail! Instead, I continue to be railroaded and daily have to decide whether to stand strong because I am right, or walk away and join the ranks of soo many other “deadbeat homeowners”
If you ARE one of the thousands of homeowners who filed a complaint, hoping to be vindicated-Good Luck. The banks Security blanket is only getting bigger, and as long as even the OCC is not willing or able to help the comsumer it won’t get any better.