Consumer complaint received 2019-10-24
Company: Ocwen Financial Corporation
State: PA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage

Complaint:
My mother XXXX XXXX past away six years ago after a long battle with XXXX XXXX. Unfortunately she was behind on all of her bills at the time. At the time of her death her first mortgage was in foreclosure. After she past I ( XXXX XXXX ) was able to get the mortgage reinstated with XXXX XXXX. About after two years of the mortgage being reinstated, I tried to refinance the home and this is where the trouble started. At this time I was notified that Ocwen Loans had a lean on the home in my mother ( XXXX XXXX ) name. I contacted Ocwen and was unable to reach anyone that had the authority to help me reinstate the mortgage or that spoke English. At some point a law office contacted me with foreclosure paperwork. I spoke with a manager in the law office and expressed my willingness to work with them to resolve the issue. Please note that at this point I never even questioned the validity of the debt. She informed me she would contact Ocwen and get back to me. About a month went by without hearing from the law office. I then started trying to contact the manager from the law office. About a moth or so went by when I was finally able to find out that they no longer were representing Ocwen. The same cycle started all over again with Ocwen until one day I found foreclosure paperwork taped to my front door. I then stared trying to work with Mr XXXX from XXXX XXXX XXXX to resolve the issue with Ocwen loans. At this point I informed Mr XXXX that I could give Ocwen {$500.00} to reinstate the loan. Mr XXXX informed me that Ocwen said no to reinstating the loan. Over about the next two years we went back and forth to court as this loan went from {$23000.00} to over {$45000.00} as we continued to fill out paperwork to reinstate the loan. Only to be told we didnt submit something to to resubmit all of the paperwork all over again and again. At one point they said I had not submitted the death certificate for my mother and rejected the paperwork and told us to resubmit again. Now this is important because they would not have been allowed to talk to me by law about my mothers loan if they had not had the death certificate already. On or about XXXX XXXX XXXX Ocwen made an offer of reinstatement and assigned me a relationship manager and gave me a phone number and an email to contact her at if I had any questions. I tried over and over again to contact this person with no results. In late XXXX we were in court when I talked to Mr XXXX and explained some of my concerns and that I wanted to except the offer but had some questions and Id feel better if I could talk to someone at Ocwen! Mr XXXX stated that he had just talked to his clients rep on the phone and that the offer was still good but that I needed to except it that day. He gave me another number to call. So we set up another date for court and we went home. On my way home I called the number that Mr XXXX gave me. I got a rep on the phone only to be told that the loan had reached maturity in XXXX of XXXX and it was not eligible to be reinstated. I then made a bunch more calls to Ocwens relationship manager until finally getting a call back from her. She was as rude as could be refused to say give me any information other then that their company would not reinstate the loan and demanded payment in full.

Company response to consumer: Closed with explanation