Consumer complaint received 2016-09-28
Company: Ocwen Financial Corporation
State: AZ
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
MY FIRST PROBLEM STARTED XX/XX/XXXX, WHEN I TRIED TO MAKE PAYMENTS TO OCWEN, I WAS TOLD TO MAKE PAYMENT TO A XXXX XXXX ACCOUNT THAT WAS FROZEN, THEN WAS TOLD TO SEND PAYMENT THROUGH XXXX XXXX THE ACCOUNT WAS RED FLAGGED AND FROZEN. THESE DELAYS CAUSE LATE FEES AND OTHER FEES. XX/XX/XXXX, FIRST MODIFICATION WAS DECLARED OVER. WAS NOT INFORMED THIS WAS HAPPENING, UNTIL IT WAS DONE. WAS BEHIND A FEW MONTHS DUE TO BEING ON XXXX LEAVE, SO XX/XX/XXXX, WAS LAID OFF FROM JOB. MAKING BEST I COULD. I HAD SENT A PAYMENT XX/XX/XXXX, OCWEN WAS HOLDING THE PAYMENT, AND CHARGING LATE FEES TO THAT PAYMENT. FOUND OUT THIS IN XX/XX/XXXX, AND THEN THEY WERE SENDING PEOPLE OUT TO APPRAISE MY HOME, AND THREATENING ME TO FORECLOSE ON HOME IF DID NOT COME WITH FULL PAYMENT AND LATE FEES AND OTHER FEES THEY HAD INCURRED. I DID NOT HAVE THE MONEY, SO I BORROWED THE AMOUNT NEEDED TO BRING ME CURRENT XX/XX/XXXX, THEN OCWEN WENT UP ON MY MORTGAGE RATES AND PAYMENTS FOR MY PAYMENT XX/XX/XXXX. TWO TIMES THE AMOUNT I WAS HAVING PROBLEMS WITH BEFORE.I HAD EXPLAINED, I JUST LOST MY JOB. I WENT TO THE WEB SITE AND I FOUND A SECTION THAT SAID YOU CAN ASK FOR HELP. SO I APPLIED FOR A HARD SHIP, AND A LOAN MODIFICATION. THIS WAS XX/XX/XXXX. I FAXED THIS INFORMATION TO OCWEN, THEY SAID THEY RECEIVED IT. A WEEK LATER, I RECEIVED A LETTER ASKING FOR THE SAME INFORMATION, AND ONE FORM THAT WAS MISSING THE FIRST TIME. I FAX THE INFORMATION AGAIN WITH FORM. TWO DAYS LATER ANOTHER LETTER CAME, I NEEDED VERIFICATION OF MY RESIDENCE. SO I GOT A LETTER FROM MY BANK AND FAX IT TO OCWEN. MEANWHILE I GETTING THREATENING CALLS, SEVEN DAYS A WEEK ALL TIMES OF THE DAY AND NIGHT. XXXX. WORRIED ABOUT LOSING MY HOME. I SPOKE TO SEVERAL AGENTS ABOUT MY SITUATION, THEY ALL KEPT REFERRING ME TO MY PERSONAL ACCOUNT MANAGER, WHO NEVER WAS AVAILABLE FOR ME, ALWAYS NOT THERE, NEVER CALL WHEN SCHEDULED CALL TIMES WERE MADE. I WOULD GET SOMEONE ELSE WHO, DID NOT HAVE FULL UNDERSTANDING OF MY CASE, WHEN I ASK FOR REAL HELP, I WAS DIRECTED TO APPOINTMENT WITH MY ACCOUNT MANAGER. LETTERS START TO COME ON REGULAR BASIS, BUT NOTHING ABOUT THE HARDSHIP AND LOAN MODIFICATION. NOW I AM THREE MONTH BEHIND ON MY MORTGAGE AND HAVE NOT RECEIVED A LETTER OF RESPONSE OR ANY INFORMATION ABOUT THE HARDSHIP OR LOAN MODIFICATION. I GOING INTO MY FOURTH MONTH NOTHING, NO LETTER, NO FAX, NO RESPONSE. I SENT MY APPLICATION XX/XX/XXXX, NOW IT IS XX/XX/XXXX AND NO RESPONSE. I 'M AFRAID OCWEN WAS NEVER TRYING TO HELP ME AND THEY ALOUD TIME TO ELAPSE, PUTTING ME FURTHER IN A NO WAY OUT SITUATION. I JUST FOUND FULL TIME WORK XX/XX/XXXX. I THOUGHT TO LET SOME IN OCWEN KNOW, I CAN START PAYING A MORTGAGE AGAIN, BUT I NEED SOME HELP WITH THE TERMS OF OLD MORTGAGE. NO ONE WILL ADDRESS THE ISSUES I HAVE ABOUT THE OTHER FEES, THEN ADDED USURY COMPOUNDED INTERESTS CHARGES, WHERE I CLEARLY, ASKED FOR HELP, BEFORE MY NEW ARRANGEMENT BEGAN XX/XX/XXXX. I HAVE CHANCE FOR A START TO CLEAN UP A LOT DEBT AND MY MORTGAGE SITUATION, I JUST NEED SOME TIME AND ASSISTANCE, TO GET BACK ON TRACK. OCWEN HAS BEEN A NIGHTMARE EVERY SINCE XXXX XXXX XXXX SOLD MY MORTGAGE TO THEM. I BELIEVE THEY DECEIVED ME INTO THINKING HELP WAS AVAILABLE, BUT INSTEAD MADE MY SITUATION WORSE. I WANT MY HOME. I WORKED HARD TO GET MY HOME AND THE ONE TIME, I FELL ON BAD TIMES, OWEN OFFERED TO HELP, AND THEY MADE THINGS WORSE, AND NOW WANT TO TAKE MY HOME. ALL I HAVE LEFT IS MY HOME. I HAVE LETTERS AND FAX DOCUMENTS TO SUPPORT MY CLAIM. THANKS FOR YOU TIME.

Company response to consumer: Closed with explanation