Consumer complaint received 2016-10-26
Company: Ocwen Financial Corporation
State: NJ
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
This is the third year in a row that I 've had to contact Consumer Financial Protection Bureau regarding my mortgage company, Ocwen Loan Servicing , LLC . I 've spent hours on the phone over the past month with Ocwen and have spoken with no less than XXXX representatives between their " customer care dept '' and their insurance dept. Every year my husband and I have to provide proof of our flood policy for our condominium. We do n't escrow for taxes and insurance, we pay our own taxes and the insurance is paid through our condo association. Ocwen is trying to collect monies from us for lender placed flood. The biggest and most concerning issue is each time I 've called Ocwen over the past 4 weeks, they 've changed their story about what they 're asking for. My first call on XXXX/XXXX/XXXX was because Ocwen added {$460.00} in escrow to our mortgage statement. I spoke with XXXX, agent # XXXX, in customer care, she pulled the insurance dept into the call and got XXXX on the line who told me they required unit XXXX flood on the property. I informed her that the XXXX master policy, by laws and original mortgage note with GMAC did not require an XXXX therefore Ocwen could n't just decide they require it. The customer care rep, XXXX verified the original GMAC Mortgage note did n't require it and Ocwen has to abide by that. I called back again on XXXX/XXXX/XXXX and spoke with XXXX, agent # XXXX and XXXX in the insurance dept. I explained my call a week prior and XXXX told me she did n't see ANYTHING about an XXXX policy requirement and that Ocwen placed the lender placed flood because they did n't have the flood declarations page from XXXX ( which is the 12 month period our policy runs ). I asked her why Ocwen was just getting around to escrowing for it in XXXX XXXX and she could n't explain it. I took a picture of the requested XXXX page, and loaded it onto their website www.mycoverageinfo.com. XXXX called me back an hour later and left me a voicemail, which I have, that states she received the requested XXXX page and would request the escrow be removed from my account. I called a third time on XXXX/XXXX/XXXX and spoke with agent # XXXX ( could n't understand his name ) and he proceeded to tell me the issue was they did n't have proof of flood from XXXX XXXX/XXXX/XXXX, which does n't make sense because 1. ) my policy runs XXXX XXXX to XXXX XXXX, and 2. ) I have a voicemail acknowledging receipt of XXXX page XXXX ... does n't XXXX XXXX, XXXX fall within that time frame?! and 3. ) why did they add the escrow to our account XXXX XXXX if they placed lender placed flood in XXXX XXXX??!!!! He transferred me to XXXX in insurance and she did n't show ANYTHING about XXXX. I made my XXXX call to Ocwen insurance on XXXX/XXXX/XXXX and spoke with XXXX XXXX and she confirmed a refund was issued on XXXX/XXXX/XXXX, but did n't know the amount. I made me XXXX and final call to Ocwen today, XXXX/XXXX/XXXX, spoke with XXXX, agent # XXXX, he told me the account was past due, which it is n't and proceeded to tell me I owe for the amount of the lender placed flood from XXXX, I asked for a supervisor because I have no patience for stupidity anymore. He transferred me to XXXX, agent # XXXX, she again told me I owed for the amount of money Ocwen paid out for lender placed flood for XXXX. I informed her that it is n't my problem if Ocwen ca n't process a XXXX page the first time they got it back in XXXX XXXX AND if they 're too incompetent to realize the XXXX page policy is for XXXX XXXX/XXXX/XXXX and XXXX falls within that year. The XXXX XXXX page was sent to them timely and probably sent another 5 times to be sure they 've received it due to their incompetence. I ended my call by telling supervisor XXXX that I would be contacting Consumer Financial Protection Bureau. I 'm done wasting my time.

Company response to consumer: Closed with explanation