Consumer complaint received 2016-12-22
Company: Ocwen Financial Corporation
State: OH
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Dear Consumer Financial Protection Bureau My property at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX is mortgaged by Ocwen Financial Corporation XXXX ( headquarter office : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , XXXX XXXX ). 
I have been with Ocwen for around 7 years or so and I have had insurance via XXXX XXXX for the entire time I have owned the property. 

For the past 2 years, they have been doing the following things : 1. Calling me at least 2 x per day 2. Sending me letters saying, 'You have received this letter because you have not paid your bill. If you have paid your bill by the time you receive this letter, then disregard this letter ' 3. Sending me packets of XXXX page booklets saying, 'You are going to go into foreclosure. For help, fill out these forms and call us at Ocwen to assist ' They have charged me for insurance without even telling me about it, messing with my Escrow. When I realized this, I fought with them and had to get XXXX XXXX on a conference call with Ocwen again. 

In the meantime, when I call them back ( it takes 45 minutes + of wait time ) to get on the phone with them, then they tell me different stories : Story 1 : you need to pay insurance Story 2 : you owe us {$400.00} ( but they wo n't say for what ) Story 3 : your payment went up XXXX dollars per month since XX/XX/XXXX ( but they wo n't say for what- I think it is for insurance by piecing the phone call responses together ) All I want is this : 1. To STOP HARASSING ME! Do I need to sue for HARASSMENT? 
2. To stop being ignored 3. Reimbursement for insurance 4. No charging for fees that are snuck in without even telling me about it 5. Stop sending me letters ( see above ) 6. Stop sending me XXXX page packets ( see above ) 7. Tell me what they actually want WRITTEN in a clear EMAIL WITH STATEMENTS FOR PROOF 8. Stop calling me I have escalated my concerns to the entire Board of Directors and CEO and VP : XXXX XXXX and XXXX XXXX at Ocwen with Zero response, except for more paper and convoluted phone calls. 

The latest is that an Ocwen employee called me and told me 'all I can do is listen to your complaint but can not help you ', then she was so rude, and played a game with me by saying 'you wo n't let me read you my disclosure so I ca n't help you and because you called me, I do n't know who you are ' Why even call me? I told her if she was going to play that game, then she can just call me back. Then she said she was not going to call me back. I told her that this was ridiculous we were even having this conversation because I asked simply for the company to respond via email to my email requests. She was so sarcastic and rude, telling me that she could only just listen but do nothing to help. What a waste of time, like this is some sort of a joke? I was so angry and upset XXXX, as this has been happening for months now that I let her have it. She kept talking over me so I hung up. This is abuse. I just want them to tell me what they want via email with statements so they can communicate like a NORMAL company would! 

Thank you. XXXX XXXX XXXX, XXXX

Company response to consumer: Closed with explanation