Consumer complaint received 2016-10-24
Company: Ocwen Financial Corporation
State: TX
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
The XXXX moved our family from XXXX to XXXX XXXX of XXXX. We had purchased a home there in XXXX right before the housing market went down the toilet so we owed more than the house was worth. I got in touch with the VA program that would cover the difference in the short sale price and what we owed. The house has been on the market since XXXX XXXX. We did n't get an offer until XXXX XXXX. The offer and the VA would have covered everything we owed. Ocwen kept delaying and asking to resubmit info we already sent and then asked the buyer to pay more even though the realtor sent comparative listings proving that 's all the home was worth and they would be getting all their money. At that time we were not yet behind on any payments to them. The buyer walked because he was tired of waiting and did n't want to pay more. In XXXX we were no longer able to pay both that mortgage and our rent here and had already run up our credit cards. Another offer was submitted in XXXX for less than the first offer. After again much delay and multiple resubmissions of the same documents and sending me on a wild goose chase for a document they said I needed that turned out did n't exist and all they needed was a blank piece of paper ; they finally approved it. However the deadline they gave for the buyers to get the inspection and all their paperwork done scared them off because they did n't think they could get it all in and would then lose the inspection money. During this time they assigned me a relationship manager but I only spoke with them once ; all the other appointments were a different person calling every time. I called 5 times in one day trying to locate the nonexistent document and got disconnected the first 4 times and then finally getting transferred only to find out he needs us to fax him a blank piece of paper. No apology or anything in fact he blamed my realtor and said I should have been happy to even get to speak with a short sale person because they only talk to the realtor, not normal people. I repeatedly asked why the first offer got denied and the second offer for less got approved and got multiple answers from I do n't know to we do n't make the decision here to some ridiculous math formula that said they only approved over {$110000.00} which neither offer was. Two more offers were submitted in XXXX and again I had to resubmit their XXXX something page packet listing every penny we spend and sending a copy of every check from work and a letter from work giving my pay dates and my taxes again from XXXX that I already sent twice. They kept telling my realtor and I that they never got the taxes and pay stubs uploaded to XXXX and the disclosure statement had the wrong names on it. My realtor sent me a copy showing the correct names and that Ocwen was pulling up the statement from the last offer with the old buyers name on it. I sent everything to my realtor again and she uploaded everything together in a new document. That was XXXX XXXX. This morning ( XXXX XXXX ) my relationship manager called me and said they still do n't have any of the documents. I kept saying my realtor sent them again 10 days ago and he just kept saying no send them again we do n't have them. I kept insisting they do and he told me to stop repeating the same thing and I told him he keeps repeating that they do n't have them so I 'm repeating you do, what else do you want me to say? Finally I asked for a supervisor and he said he would transfer me to a short sale person because they can see if the documents got uploaded and he does n't have access to that. I asked him why he keeps telling me they do n't have them if he does n't even have access to see if they do? He said he 's just going off his notes. He transferred me and the short sale guy said everything was there. I 'm so frustrated and angry and our credit is ruined and I just want this nightmare to end.

Company response to consumer: Closed with explanation