Consumer complaint received 2015-09-09
Company: Ocwen Financial Corporation
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Last week I sent a joint check ( myself and lein holder ) for approximately {$19000.00} XXXX insurance claim ) and other required documents as detailed below for roof replacement ( due to hail damage- XXXX XXXX, 2015, though no current leaks XXXX on my home to my mortgage company OCWEN XXXX The web-site under frequently asked questions only required the following, under thier " Frequently Asked Questions Main Menu : InsuranceQ : Who do I contact in order to file an insurance claim, as my property has been damaged? 
A : You must contact your insurance carrier 's claims department in order to file the claim. If you require guidance or assistance in filing the hazard insurance claim, you may also contact Ocwen 's Insurance Loss Department at XXXX XXXX XXXX XXXX Monday - Friday XXXX - XXXX 
Q : I just received an insurance claim check made payable to XXXX myself and Ocwen. What do I do? 
A : If the hazard insurance claim check is under {$10000.00} and your loan is in a current status, Ocwen will simply endorse the check upon receipt and return it to your attention so you can make the necessary repairs to the property. If the hazard insurance claim check is over {$10000.00} and/or the loan is delinquent, we will be required to monitor the repairs and the endorsed check will need to be sent to the Insurance Loss Department along with the following documents so we can assist in monitoring the repairs.. 
Contractor 's ProposalInsurance Adjuster 's ReportEndorsed Claim Check Without these documents we will be unable to process the hazard insurance claim check and assist in monitoring the repairs to your property. Ocwen understands that this can be a very difficult time for you, especially after experiencing a loss to the property. As such, we have a toll-free number set up to assist you with this process. Please contact Ocwen 's Insurance Loss Department at XXXX XXXX XXXX XXXX Monday - Friday XXXX. - XXXX 

My problem is that after I sent the XXXX itemized documents, endorsed check XXXX my signature ), signed roof proposal, and insurance adjusters report. In addition in the mailing, provided plus a notarized building permit application ( between myself and XXXX XXXX XXXX XXXX XXXX ( a 30 year FL XXXX contractor licence # XXXX ) who does not use sub-contractors. The roof replacement proposal is straight foward at a cost of {$12000.00}, which I believed to be fair for the work and ultimately not require my insurance company paying out the full claim amount. In response to this submmision to OCWEN, which they recieved yesterday on XXXX XXXX, 2015, they unfairly and quite frankly defaulted on the above noted document request and emailed me a XXXX page " monitoring '' document, which is very complex and filled with additional undisclosed document and contract requests of me and the contractor and very likely an unidentified third party. Had this additional burdensom volume of additional information, agreement, and other requirements had been disclosed it is very likely that a contractor would have raised the roof replacement costs associated with the transaction. for example, of XXXX other companies who had patrolled my neighborhood looking for storm related roofing opportunities, XXXX provided a proposal of {$17000.00} for the same job and is not the contractor ( uses sub-contractors XXXX to perform the work. It is inconcievable that OCWEN now requiring me to sign contracts and include the selected contractor to possibly go against my insurance company for additional money perform this repair. This is difficult enough and most certainly will increase my property insurance costs as I have never before in my life filed a claim against an insurance policy for home repair. The insurance company is threatening to cancel the policy, for failure to complete what it has paid for and I ca n't take more time off work to ahndle this now

Company response to consumer: Closed with explanation