Consumer complaint received 2015-09-17
Company: Ocwen Financial Corporation
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Over the past XXXX years I have been in a constant struggle with Ocwen Loan Servicing, and my home is now in foreclosure. After the death of my husband, and it became apparent that I would need help making payments, I pursued loan modification ( my interest rate was 5.8 % ), HARP, ( they said my credit was not good enough ) and used all my life insurance benefits to stay here another year, while pursuing all the options they gave me. My monthly payment was {$1200.00}, and I was approved for the Florida XXXX Program, XXXX XXXX, after much dogged paperwork accomplished by myself. Knowing that I only had one year to recoup with this aid, I was working seven days a week. Ocwen suggested that I roll my Homeowners Insurance and Property Taxes, a total of about {$3500.00} at the time, XXXX which I had been paying out of pocket XXXX into my payment, which then escalated to {$2000.00} per month! I complained almost daily, their explanation was that they needed to build up enough escrow to pay for before-said expense, to carry me for two years into the future. In facing this and no way to pay, Ocwen suggested that I refinance through their co-company, XXXX, which I did, at a cost of extra {$10000.00} added to my debt, monthly payments of {$1300.00}, with taxes and insurance rolled in, interest rate of about 4.3 %. That was XXXX, XXXX. I was making exactly enough money to afford the payment, other bills, and barely enough left over for gas and food. 
Then I received a letter from Ocwen in XXXX XXXX, stating that I had an escrow refund of {$700.00} coming my way, a welcome relief as my employment suspended for XXXX XXXX with no pay, and I planned to use that escrow towards my XXXX, XXXX payment. Again, I called daily, was assured the check had been mailed, then told by each representative following, that the previous operator had lied. They told me outright that the customer service people had lied repeatedly. 
I then began a daily campaign with the XXXX, who was stalling and stalling, said payment was mailed to wrong address, even though I had been with Ocwen for over eight years. Upshot : I got the check XXXX XXXX, XXXX, and was late with my mortgage payment, and had late fees added, told, sorry, but you are responsible for your mortgage. That month I was also XXXX at work and could not earn a living for five weeks. I got even further behind. I made three months ' payments by credit card, the service fees added. I listed my house to sell in XXXX as well. 
I lowered the selling price several times, no interest in the property. began pursuing a deed-in-lieu. All the documents were accepted, reviewed, deemed to be complete by Ocwen on XXXX XXXX, XXXX. DIL to get the XXXX XXXX moving expenses. 
On XXXX XXXX, I was told " Congratulations '' by Ocwen, my DIL had been approved and I was to take my home off the market. Three weeks later I was notified that he second lien on my mortgage from Florida XXXX XXXX was standing in the way ; an amount of {$22000.00}. XXXX has been very co-operative, agreed to settle for {$1300.00}, in a DIL circumstance. When I referred this to my one-of-many Relationship Manager, I was instructed to fax the complete documents packet to The Research and Resolution Department at Ocwen. They begged for more time to review, final conclusion : DENIED. 
Once again I began calling almost daily, being told something different by each " Relationship Manager ''. The last two times XXXX end XXXX XXXX XXXX I actually reached the same person, he told me that I had been instructed to fax the documents to wrong dept., they were probably in the trash. He noted that in all his years at Ocwen he had seen only seen XXXX DIL 's done, they took a year each to close, and the people got nothing out of it. The next call he notified me I was in foreclosure now, although he had sent docs. to correct dept. 
XXXX they accepted the offer, to be done in 2 wks.

Company response to consumer: Closed with explanation