Consumer complaint received 2017-11-25
Company: Ocwen Financial Corporation
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
This letter is meant to describe our story dealing with Ocwen after suffering some severe hardships. Between XX/XX/XXXX through XX/XX/XXXX we were constantly sending Ocwen documents, receiving phone calls at a ridiculous rate which went nowhere, and were genuinely worried about losing our home. On XX/XX/XXXX we sent Ocwen a packet called a RMA Workout which began a year and a half of dubious activity from Ocwen, ultimately leading to them foreclosing on our home and leading my wife and I to bankruptcy protection. 
Below is a timeline that lead to our decision to file bankruptcy ; On XX/XX/XXXX, after communicating with Ocwen since around XX/XX/XXXX about our severe financial problems ( my wife had to leave here job due to medical issues, I had a business that failed to even start due in part my service related injuries and my wifes medical issues ) Ocwen advised us to complete a RMA Workout form, assuring us we met the qualifications for a modification on our home loan to bring us up to date so we could remain making payments. We could no longer make a payment unless it was the entire past due amount which grew month by month for a year and a half until it ballooned up to over {$10000.00}. We were assigned a manager for our case, however we constantly called and harassed by Ocwen call centers in other countries, and our case manager was switched at least twice. 
Despite being led by our case manager to believe we had submitted all required paperwork, on XX/XX/XXXX, at the request of Ocwen we were told to submit our bank statements and my letter of VA XXXX benefits, which we did. We were told we were now up to date on our paperwork. 
On XX/XX/XXXX we were told we needed to send in two more bank statements and that section 10 of our RMA Packet was incorrect, so we sent three more documents. 
From XX/XX/XXXX to XX/XX/XXXX we were in touch with our Ocwen relationship manager around 13 times, each time were either told our paperwork was being reviewed, we had re-sign documents, our paperwork was incomplete, or that due to the time between sending the paperwork and Ocwen reviewing the documents the documents needed to be resent. 
Despite staying in touch with Ocwen and sending any and all documents as quickly as possible, our house was scheduled to be sold after Ocwen began foreclosure proceedings, despite being assured by our relationship manager that Ocwen would not foreclose on our home. We found out our home was being foreclosed on by keeping up with the online website of houses being foreclosed on. Our only choice was to file for bankruptcy protection, which we did, saving our house from being foreclosed on by the Friday before our house went to auction the following Monday. Had I waited around for whatever notice sent to us about the house being foreclosed on, I do not believe we would have saved the house. 
I not only stayed in touch with Ocwen during the nightmarish year and a half, I was also in touch with my VA councilor who specialized in this process. He told me Ocwen wasnt updating him or working with him. He assured me I was doing all the right things and to expect Ocwen to come up with a modification plan for mortgage. This never came. 
Looking back, I had no way to understand the loan modification process. I am a XXXX veteran being re-trained by attending a university. My wife, a XX/XX/XXXX too, and I trusted Ocwen to work with us after the empty reassurance we received from our many relationship managers Ocwen assigned us. 
My story has more, of course. I wrote this on behalf of not only my wife and I, but for the hundreds, if not thousands of victims of this dishonest, deceitful, and unscrupulous company and its criminal behavior towards its own customers. I have no idea why my loan was sold to Ocwen. Neither my wife nor I signed any paperwork to have them service our mortgage. Nor do we fully understand why they would be involved in our loan modification if they were not a real bank. We send this in hopes it helps your organization fight Ocwen in court. We would love to have our story told in court, and wish you the best of luck in fighting Ocwen. Thank you for your time.

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