Consumer complaint received 2018-06-24
Company: Ocwen Financial Corporation
State: OR
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage

Complaint:
I am in the process of refinancing my home. This will lower my interest rate and payoff other debts including back real estate taxes that where delayed due to a Chapter XXXX bankruptcy which has been discharged. 

So this refinance is very important to me because it will greatly improve my financial status. 

Problem ... the title report shows an old lien ( 2nd mortgage HELOC ) that was resolved during my chapter XXXX bankruptcy. This lien was sold/ transferred to Ocwen Loan Serving by XXXX  XXXX XXXX during the bankruptcy period. 

We have been UNABLE to get Ocwen to release and report this lien as closed on the title report. Therefore I have Not been able to refinance. My rate lock expires on XXXX-18. But I was able to pay for a 15 day extension, costing me {$420.00}. 

My title company made this request in XXXX-18. The title company has repeatedly emailed and called to get a response. Owcen keeps delaying! 

I also called them and was told that the old HELOC loan was closed and they will send me a letter the next day ( email or fax ) to verify this. This was approx 10 days ago. So I called again, 2 more times and now I keep getting delayed. 

Time is of the essence. I need to have OCWEN officially close this lien so I can refinance. 

It seems they are purposely delaying or their records are in shatters! 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- contact dairy made by Title company : XXXX received the Wet signed Borrowers authorization and servicing letter stating this was transferred to Ocwen XXXX emailed a request to Ocwen at XXXX with a copy of the Borrowers Auth, service letter, commitment and copy of the Deed of trust. ( added copy of email ) XX/XX/XXXX called XXXX at XXXX to get an update on the release and was advised needed at least 10 bd and to call back on XX/XX/XXXX to get an update- would not even verify if they received my request. 
XXXX- received you email with updated stating that the client reached out to obtain release and they were sending client a letter and you would send to me when they received XX/XX/XXXX called Ocwen at XXXX to get an update and they stated they needed a couple of additional days they were still working on request. 
I hope this helps. 
Thank you, XXXX XXXX XXXX - Title Clearance Anlst Sr XXXX XXXX | XXXX, MI XXXX ( XXXX ) XXXX ext. XXXX toll free ( XXXX ) XXXX direct | ( XXXX ) XXXX direct fax XXXX | XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - I tried to also reach out to Owcen since mt title company was not making any progress. 

my contact diary : My first call, I talked to custom service either XXXX- or XXXX-18, and was confirmed of clear status and letter to confirm was to be send out by the XXXX. Then talked to dolphine id # XXXX last Tuesday XXXX since no letter was received, Was told to wait another day. Then I called again ... talked to a male and then escalated to a manager ... XXXX id # XXXX and was given email address XXXX Still no results! 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Note : some documents show my former married name : XXXX XXXX.

Company response to consumer: Closed with explanation