Consumer complaint received 2016-11-09
Company: Ocwen Financial Corporation
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Letter addressed to Ocwen Loan Servicing : I am requesting my current modification application be re-open and approved ; due to Ocwen miscommunication or lack thereof. 
I was informed by Ocwen on XXXX XXXX, 2016, my modification could not be approved unless the lien was removed. I immediately, contacted the HOA and their attorney concerning this matter and included Ocwen tax department in my email. 

The HOA placed a lien on our account in error ; I was informed our payment may have been applied to another account. Please view email below dated XXXX XXXX at XXXX HOA and Attorney 's office. After I emailed parties involved Ocwen, HOA and HOA 's Attorney ; I called Ocwen the same day, to confirm they would accept the release lien for modification approval. 
I was informed yes ; and that would correct the problem. 

I received the following email from Ocwen : On Tue, XXXX XXXX, 2016 at XXXX, XXXX, XXXX XXXX XXXXXXXXXXXX XXXX wrote : Please be advise that the above mentioned loan # is the state of TX, its Non-Super lien State Moreover its NON-RE, NON XXXX, even if there is foreclosure takes place it will never jeopardize our mortgage, our lien will be intact hence we do not remit HOA payments towards the issue. 

Ocwen received a copy of the lien release. However ; I was informed on today, my modification was denied sometime XX/XX/2016, due to property lien. 
Per the email mentioned above, having a lien in the State of Texas does not affect the loan. My question is why would you deny my modification for this reason? 
I have phone records indicating I have called Ocwen at minimum, every other day for the past three weeks requesting an update. And the only information provided was there was no update from the underwriting department. Not once, after the email correspondence did customer service or my relationship manager say a recorded lien release copy was pending. 

Which makes it appear, by customer service or the underwriter not updating me, time would elapse to purposely deny the modification. On XXXX XXXX, 2016, I called Ocwen and XXXX XXXX XXXX ( my relationship manager ) answered the phone. He stated there had not been an update and he would send an email to the underwriter requesting they provide one. 
I called Ocwen on today XXXX XXXX, 2016 requesting status ; I was informed a request was submitted to underwriting on yesterday. I did received a from XXXX XXXX on today ; he informed me the loan was denied ; due to Ocwen not receiving a recorded lien release copy. I requested to speak with a manager ; I spoke with XXXX XXXX XXXX. 

XXXX XXXX and XXXX XXXX stated there was nothing they could do and suggested I contact Ocwen ' XXXX Escalation Team. I personally went to the courthouse on today and retrieved a " Recorded Lien Release Copy '' ( attached ). We have paid our monthly payments as required during this lengthy process. 

Ocwen ' s Tax department confirmed in the State of Texas you do not remit HOA payments towards the issue. After all the email correspondence between Ocwen, HOA and I, it is unacceptable and a travesty, that not one customer service person mentioned what document was pending. Today XXXX XXXX stated, records indicate customer service staff attempted to contact me by phone, if this is true, they did not leave a voicemail message and I do check my messages. There is no way I would not have returned there call as often as I contact your office. 

As I did today ; I would have immediately retrieved " Recorded Lien Release Copy. '' Our request is to have our current final modification processed and approved.

Company response to consumer: Closed with explanation