Consumer complaint received 2017-05-26
Company: Ocwen Financial Corporation
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
Hello  Consumer Financial Protection Bureau, My name is   XXXX   XXXX   and I filing a complaint against   Ocwen. It is in regards to a short sale on my property.
I placed my home on the market for a short sale because I was struggling to pay my mortgage payments. All short sale documents that were requested by Ocwen were collected from my real estate agent and submitted to Ocwen on         XXXX   XXXX   2017  . M y offer was submitted a week later.  Ocwen  did not provide approval for the short sale until    XXXX   XXXX   2017.  The first buyer walked away because he did not have the finances to purchase the home after waiting 3 months. The approval was good through   XXXX   XXXX     2017. My real esta te agent located a new buyer several days later on    XXXX   XXXX   2017.  She called  Ocwen  and advised them that my new buyer wanted to settle by      XXXX   XXXX   2017.  Ocwen advised my agent that she would have to submit the new contract and they would send her a new approval letter within 7 days. Please understand that the new buyer was offering {$180000.00} dollars cash. The same as the first buyer. There would only need to be a name change of the buyer on the documents. The numbers on the settlement disclosure would not have to change because the first approval was good u ntil   XXXX   XXXX   2017. My real estate agent and I have called constantly since   XXXX   XXXX   2017 a nd there have been different account representatives with different explanations. The negotiator has been calling daily fo r 2  weeks advising Ocwen that the buyer is going to back out of the contract if we can not settle  by   XXXX   XXXX    2017. We have been told that we would receive a new appr oval letter in 7 days. A week later when we call they will say 7 days. Sometimes when we call they will say that we will receive an update in  3  to 5 days. On Monday    XXXX   XXXX   2017 m y attorney was advised it would be 20 days. The last call that my attorney made was on Thursday   XXXX   XXXX    2017  and they said it would be 30 days. So, it has been 26 days for them to provide an updated approval letter. On      XXXX   XXXX   2017  they requested a new settlement disclosure because they said the numbers were changing. Why would the numbers change when my first approval was good until     XXXX   XXXX   2017.   They have been giving my attorney, my real estate agent and myself the run around. The new buyers is going to walk away from this deal because of the amount of time it has taken them to approve this sale. My house will eventually go into foreclosure and I will receive a deficiency for a issue that is not my fault. How can they offer you an alternative to foreclosure and then treat you this way.     I believe that they want to foreclose on my home instead of helping me. This is the second buyer that has walked away because of this. Can you please help me to resolve this matter so my home does not go into foreclosure.     Please find attached the notes I received from the attorney negotiating my file and the first approval letter to back up what I am saying.       X/XX/17 - I  called the lender and they said that they have timed up the file for managers review. The rep said that the file escalation would take between  3 to 5 busin ess days. She said that the review would take up to 30 days for the full review /A BL .        X/XX/17 -PLJ-called  Ocwen and spoke with  XXXX  in the  Advocacy Team .  XXXX  transferred me to a supervisor in the home retention department,  XXXX   (   XXXX   ) .  XXXX  stated that she contacted the underwriters to see if there is anything else they need and requested that they escalate the file. This office should hear from  XXXX  by Friday    XXXX   XXXX   2017.   XXXX  is the relationship  manager  for this file.       X/XX/17 -PJ-c  alled  lender and spoke with  XXXX   XXXX  ( ID #  XXXX  ).  XXXX  stated that we should receive an update in 7 days. I explained to rep that they have been advising that we will receive an update in 7 days si nce   XXXX   XXXX   2017. R ep stated that we are calling to often and that is why they tell us that. I gave him the dates and times we have called and asked them what was causing the delay. He told me to call back in 7 days.        X/X/17 -PJ   called lender and spoke with  XXXX   (  ID  XXXX  ).  XXXX  stated file in underwriting and they have placed a rush on this file. We can follow up in 2 days. They have all docs and there is no sale dat e  X/X/17     DK called lender agent  XXXX  transferred me to   XXXX    (  advocacy team ) spoke to agent  XXXX . They rsv 'd new buyer contract on   X/XX/17   and it is under review. The prior HUD they have is for a   XX/XX/XXXX   settlement. This file is Not approved for settlement. They will pay the HOA but do not term HOA lien as a " junior lien ''. Ok to leave on HUD. Need updated HUD for settlement date from   XX/XX/XXXX   to   XX/XX/XXXX  .  Faxed New  HUD and updated HOA payoff. Lender should have a response within next week or so since price did not change. Should still be able to settle by end of  XXXX . Call buyer and seller to advise of minor delay. F.U. on Monday   XX/XX/XXXX .      TUESDAY      XXXX   XXXX   2017  I called ocwen for an update. The short sale is still under review. The rep said that it could take up to 20 days for decision. The rep set us up for a conference call with the Relationshi p Manager  next Tuesday at  XXXX .     WEDNESDAY   XXXX   XXXX     2017     at  XXXX  Can call back and check on Tuesday    XXXX   XXXX   2017 f or an update. File is still in underwriting.   I spoke with  XXXX  (  XXXX  ) in the customer care department ( Modifications and short sales ).     WEDNESDAY    XXXX   XXXX   2017  at  XXXX  On the above date and time I called Ocwen in reference to an update on the file and I spoke with Rep.  XXXX  ( ID  XXXX  ).  XXXX  advised that all updated information has been received and submitted for review. It will take approximately a week or so to obtain another approval. I can email for an update to  (   XXXX  XXXX  XXXX  ). I will call back on Wednesday    XXXX   XXXX   2017.      MONDAY    XXXX   XXXX   2017      X/XX/17 -f axed over updated packet to Ocwen-COS- APPROVAL LETTER, HU D 1 , AOI  SATURDAY    XXXX   XXXX   2017    Received offer from    XXXX   XXXX   XXXX   XXXX   XXXX   an d  it was ratified on the same date. Received Articles of Incorporation and organization. Placed COS, Updated HUD 1,  and AOI packet together to forward to  Ocwen  for new approval for   XXXX   XXXX    2017.      THURSDAY    XXXX   XXXX   2017  Received Short Sale Approval MONDAY    XXXX   XXXX   2017    at  XXXX  On   X/XX/17  I  spoke with  XXXX  (  XXXX  ) in the Home  Retention  Department.  XXXX  stated that file was in review and we should hear something bac k by   XXXX   o r at the least,   XX/XX/17 .      TUESDAY    XXXX   XXXX   2017    at  XXXX  Buyer called to advise that he can not purchase the house because he no longer has the funds to do so anymore because the approval took to long. I calle d 2 agen ts that requested that I hold their contracts as backup offers.     MONDAY    XXXX   XXXX   2017  at  XXXX  Called  Wells Fargo Custo mer Service  (   XXXX   )  to obtain update on lien release.  Spoke  with  Rep   XXXX  and she stated that the lien release should be in our office by fax by Monday    XXXX   XXXX   2017.  The case number for that file is  XXXX . For future updates call the customer service line and ask for the lien release department.     WEDNESDAY    XXXX   XXXX   2017 O n the the above date and time I received a call from a representative at  XXXX   XXXX  by the name of  XXXX   XXXX .  XXXX  works in the customer care and recovery group. ( telephone: XXXX .  XXXX  stated that the lien request was received and we should have it back  by   XXXX   XXXX   2017 or   sooner.     MONDAY    XXXX   XXXX   2017  at  XXXX  Faxed revised settlement statement to ocwen.     MONDAY    XXXX   XXXX   2017    On Monday    XXXX   XXXX   2017    at  XXXX , I called  XXXX   XXXX  and spoke with  XXXX   in  the customer service department.  XXXX  asked me to resend lien release letter and she will expedite file.   XX/XX/XXXX  lien  release letter was re-faxed to wells at  XXXX  at  XXXX .     MONDAY    XXXX   XXXX   2017    at  XXXX  Received Conditional Short Sale Request from Ocwe n .      FRIDAY    XXXX   XXXX   2017    at  XXXX  On Friday    XXXX   XXXX   2017    at  XXXX , I called Ocwen at  XXXX . I spoke with  XXXX  ID  XXXX  in the short sale department.  XXXX  confirmed the fax number as  XXXX  to fax all documents. He also stated for me to emal the documents to his email at  XXXX  XXXX  XXXX . On the same date I faxed the third party approval, proof of funds and contract of sale to ocwen at  XXXX . I emailed the same documents to  XXXX  at  XXXX  on the same date.   XX/XX/2017      @  XXXX -I fa xed over to Ocwen (  XXXX  ) the short sale package and HAFA form signed by seller/emailed to  XXXX   at Ocwen in  the short sale department THURSDAY    XXXX   XXXX   2017    On Thursday    XXXX   XXXX   2017    at  XXXX  I called Ocwen at  (   XXXX   XXXX  ). I spoke to  XXXX   (  ID  XXXX  ) in the Short Sale Department.  XXXX  advised that the home was  discharged  in a bankruptcy.  XXXX  stated that I am an authorized user on the account.  XXXX  stated that Ocwen will need the following, A SHORT SALE PACKAGE, SALES  CONTRACT, A LISTING AGREEMENT IS NOT REQUIRED BUT i CAN SEND ANYWAY. HUD1, JUNIOR LIEN, IF LLC WILL NEED ARTICLES OF ASSOCIATION OR PROOF OF FUNDS. EMAIL TO  :  XXXX  XXXX  XXXX  FRIDAY    XXXX   XXXX   2017 O n Friday    XXXX   XXXX   2017, I  called  Ocwen  at  (   XXXX  ) to obtain a fax number to send the release of authorization for  XXXX   XXXX   XXXX . I faxed the release to (  XXXX  ) on Friday    XXXX   XXXX   2017  at  XXXX .           Any help in this matter will be greatly appreciated.

Company response to consumer: Closed with explanation