Consumer complaint received 2017-06-14
Company: Ocwen Financial Corporation
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Mortgage Lender Ocwen Home Servicing LLC has made unreasonable demands and repeatedly provided false and conflicting inconsistent information with unreasonable difficulties. I am very dedicated determined and consistent in submitting my documents ( close to 100 pages of documentation ). My modification process started by submitting the Ocwen requested documents dated XX/XX/XXXX- * XX/XX/XXXX all requested documents have been emailed to XXXX which included : -The most recent bank statements from XX/XX/XXXX for XXXX and XXXX XXXX -Social security award letters for XXXX and XXXX XXXX -Two Forms XXXX for XXXX and XXXX XXXX -XXXX form XXXX XXXX XXXX and XXXX XXXX -Section7 -Explanation letter regarding the XXXX XXXX income. * XX/XX/XXXX, called Ocwen XXXX XXXX and talked with representative # XXXX, representative confirmed satisfactory receipt of ALL the needed documents submitted via email additionally I was informed there was no " update '' available. * XX/XX/XXXX Representative # XXXX was not able to inform me if there is any additional info required and said no " update '' available. * XX/XX/XXXX Ocwen called - Representative # XXXX ( relationship manager ) - Still no information or underwriter " update '' or further requirements. Advised to check in on XX/XX/XXXX ( which I did ). *XX/XX/XXXX talked with XXXX XXXX. Update available. Mentioned 2 bank statements missing. The most recent bank statement requested with proof of SS income. One statement ( which was available was submitted immediately, the second statement was not unavailable until XX/XX/XXXX - which was submitted as soon as available- along with " NEW '' supporting documents mentioned by Ocwen on XX/XX/XXXX - even though apparently Ocwen had a  deadline of XX/XX/XXXX *XX/XX/XXXX talked to XXXX who requested Award Letter of Retirement benefits from XXXX. Nobody before has requested that EVER PRIOR to that day with many opportunities and conversations. He also said that its too late to submit those documents as the deadline was on XXXXXX/XX/XXXX ( although no one has notified me even though I checked in by phone every few of days ). Today XXXX mentioned this update WAS available XX/XX/XXXX NO ONE HAS IN ANY WAY INFORMED ME of the need of Retirement Benefits prior to XX/XX/XXXX even though I checked in via phone and email consistently I also have all the notations with dates and times corresponding to this matter. XXXX said " It was a mistake on their part - that someone made an oversight BUT modification is not an option because its " too late '' ( I still submitted it to Ocwen as soon as I knew on same day XX/XX/XXXX ). *XX/XX/XXXX XXXX XXXX representative # XXXX informed that the sale of my home is pending for XX/XX/XXXX XXXX XXXX representative # XXXX mentioned XXXXne more missing document ( unbeknownst to me ) XXXX. Form was submitted immediately. XXXX XXXX representative # XXXX conversation lasted 1:12 hours, missing bank statements and form XXXX ( even though these were submitted ). She mentioned to call back and ask for a supervisor and ask the supervisor for hold on the sale of the home. XXXX XXXX representative # XXXX, I asked for a supervisor- supervisor number # XXXX took the call, I asked him to put the case ( sale ) on hold while its in the underwriting department. He still refused and insisted that there were missing documents ( even though all were submitted and must be in the system ). <P/>Every time I was in contact with Ocwen different person was on the phone with a very different set of always conflicting information. No one is able to explain that while the 14 days lapsed why no one from Ocwen mentioned the additional documents in a timely matter. Ocwen states they update their cases every 24- 48 hours. Which in my case that has never happened. All Ocwen Representatives were conflicting confusing they convoluted facts there was absolutely no clarity provided to allow me to properly submit the proper documentation in the timely matter, as they failed to disclose pertinent information. All the documents I found out Ocwen wanted were submitted immediately if available or as soon I had access.

Company response to consumer: Closed with explanation