Consumer complaint received 2019-07-01
Company: Ocwen Financial Corporation
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I am currently in escrow to sell the property. In title search process title company XXXX XXXX representative XXXX XXXX informed me that XXXX XXXX XXXX XXXX XXXX XXXX and Custodian for my loan with Saxon Mortgage/SMI Mortgage never filed or submitted/recorded mortgage payoff/satisfaction documentation to New York Finance Department City Register even though I have an ORIGINAL written letter of conformation from XXXX XXXX officer Assistant VP XXXX XXXX, along with an ORIGINAL Certificate Of Discharge with her ink signature and an ink notary seal both stating and confirming " your loan was paid in full on XX/XX/XXXX. '' and " Known all men by thee presents that XXXX XXXX XXXX XXXX XXXX formerly known as XXXX XXXX XXXX XXXX, as Trustee and Custodian by : Saxon Mortgage Services , Inc f/k/a XXXX XXXX  XXXX XXXX as its attorney in fact, who's address is ____________, holder of a certain mortgage evidencing an indebtedness in the amount of {$55000.00}, plus interest, whose parties, dates and recording of information are below, does hereby acknowledge that it has received full payment and satisfaction of the same, an in consideration does thereby discharge said mortgage. '' This document has my maiden name XXXX XXXX and Married name XXXX XXXX. 

I unsuccessfully reached out and researched Saxon Mortgage and SMI Mortgage mentioned in the document signed and legally notarized by XXXX XXXX representative XXXX XXXX. I tried websites XXXX and saxononline.com both defunct, not accessible not functioning. I tried phone numbers including XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX - none of these are functioning, all disconnected. I tried a company called XXXX XXXX, XXXX, and spoke to the owner XXXX XXXX. He confirmed his company is different and not connected to the company that held my mortgage I reached out directly to XXXX XXXX XXXX XXXX XXXX and had multiple communications with XXXX XXXX Property Compliance Administrator, XXXX XXXX XXXX. On XX/XX/XXXX she referred me to a company named Ocwen indicating while XXXX XXXX was Trustee and Custodian, and provided the formal Certificate Of Discharge, their contractor Ocwen  " manages the mortgage. '' On XX/XX/XXXX I reached out to Ocwen but somehow was redirected to PHH Mortgage, I believe some how connected to Ocwen. I spoke with representative XXXX, who told me his ID number was XXXX. He instructed me to " fax the research department at XXXX XXXX XXXX. 

I sent in my documents and request for lien release. I received an email from a representative named XXXX, from a company calld XXXX XXXX XXXX ( which I guess is some way connected to XXXX   XXXX, Ocwen and PHH a very confusing and difficult trail for a consumer to navigate ) on or around XX/XX/XXXX indicating he could not find the loan with the letter and Certificate Of Discharge I provided him from XXXX XXXX Assistant VP XXXX XXXX. 

On XX/XX/XXXX I sent an email to XXXX, of XXXX XXXX XXXX, including the recent title report from XXXX XXXX, mortgage loan documentation from the XXXX loan on the property which was the put in place AFTER the Saxon payoff and satisfaction for which I am requesting lien release for which XXXX XXXX provided Certificate Of Discharge. I also included XXXX IRS form 1098 indicating loan paid off in full, and a further/later XXXX XXXX  of a loan on the property to XXXX XXXX XXXX .... and again included the letter form XXXX XXXX of XXXX XXXX and a copy of the Certificate Of Discharge ( both of which I have the originals ) Today XXXX responded saying, '' I have completed my research for this request and was not able to locate this loan in any of our systems matching the information you have provided. Unfortunately, since this does not appear to be a loan, which we have ever serviced, I am sorry to say that I am not able to assist with this request. '' This seems unfair, unwarranted and unacceptable as I literally have the ORIGINAL Certificate Of Discharge from XXXX XXXX but now am in a situation where without XXXX XXXX or its retained contractor filing lien release/mortgage satisfaction with NY Dept of Finance City Register my property sale in escrow is jeopardized, any future attempt to sale will not go through and I experience financial harm

Company response to consumer: Closed with explanation