Consumer complaint received 2018-06-10
Company: Ocwen Financial Corporation
State: MT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Ocwen Loan Servicing is trying to force us into foreclosure. They have been giving us the round around for months and not only do they not follow through with the process they ask us to follow they then make us restart it over again instead of just taking our money. We missed one payment in XX/XX/XXXX and were locked out of the online payment system so we called in and the nightmare began. We have been cooperative and tried to resolve this matter ever since. They continue to put us through an endless repetitive loop that has no resolution. Then we get a letter from a lawyers office stating we are in foreclosure. We have left two messages with that company to dispute the debt but have yet to hear a response. THIS IS DISGUSTING practice and will not be tolerated. Our credit has been affected. This must be fixed and all late charges must be removed. We have always intended on keeping our home and have made that very clear. The lies that have been told to us are completely unethical. Ocwen should be put out of business. Following is an example of the " loop '' we've been stuck on.

I called in to make our payment and get caught up in XX/XX/XXXX if I am remembering correctly. Ocwen said we had to pay through XXXX XXXX or XXXX XXXX or through bank transfer. They said they had to mail us some paperwork and the information to pay through those ways would be included as well as the total amount to pay. I asked if they could provide that over the phone and they said they would mail it. I waited the two or so weeks they said it may take and I never got it. ( I have, however, received useless and numerous " payoff quotes '' in the mail and through email over the next few months. We never said we were paying off our loan and closing our mortgage. ) I called back in to find out why we had not received the paperwork with the amount to pay and how to pay it ( before the date that it was supposed to be paid ) and they said that it hadn't worked on their end and that I needed to provide them all of the info all over again. Never did my relationship manager alert me to this nor did anyone else. This happened several times. They kept saying all was ok and that this would be resolved. In reality, they were just pushing the payments to be more and more past due to get up to the foreclosure status so that they could take our home. INSANE!!!!!!!!!!!!!!!!! The last couple of weeks it got even weirder. I again had an appointment with my relationship manager who told me to send in documents. Before hanging up I set an additional appointment with him to assure he had received everything he requested a few days later. During that next appointment phone call he assured me that everything had been received and that the underwriters were currently reviewing everything. We set up another appointment for the following Tuesday and he assured me during this appointment he would have an answer for me and we would be moving forward. When I answered the phone he spends a long time lying to me and backtracking. He claimed he never told me he had all the appropriate documents and never said the underwriters had what they needed. In fact, I actually was going to have to start the process all over again and provide him with all the of the information AGAIN. Just writing this infuriates me. We have done nothing but try to follow their procedures and be compliant. After looking at the CFPB website and seeing that Ocwen has more than a million complaints we are definitely not surprised. " Helping homeowners is what we do '' is the worst motto possible for this company. I feel that stressing our homeowners and stealing their homes is much more accurate. We would have changed companies years ago ( as we have had multiple problems with them lying and trying to sneak in charges. The list can go on and on ) had we not had such a low-interest rate. We don't even care now. We would happily change and pay a higher interest rate just to get away from this incredibly unethical corrupt company. But before we can do that we must complete this battle, make them fix our credit report and remove all of the late charges and fees that they have been charging us instead of accepting our money months ago! I am sure I am forgetting to document some critical points here and will add them on as I look through additional notes from over the phone appointments with this horrific company.

We have been in constant contact with Ocwen and have been given multiple amounts to pay to move forward. Every time we have tried to pay them they have said they can not accept the money and we need to provide them with information all over again. I feel foolish for believing them for the first few months and allowing them to do this to our family. Now, whenever I speak to them I try to be compliant to play along but will no longer sit by while they try to bully us in to taking our home we've been paying on for over 13 years. JUST TAKE OUR MONEY AND REVERSE THESE INSANE CHARGES ETC SO WE CAN HAVE A LEGITIMATE MORTGAGE WITH A REPUTABLE COMPANY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation