Consumer complaint received 2015-03-25
Company: Ocwen Financial Corporation
State: MD
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Husband and I received absolute divorced in 2009. Court awarded property to me. Ex-husband and I filed separately for Chapter XXXX. Exhusband did not " reaffirm '' mortgage obligation/debt. In my bankruptcy, I did " reaffirmed '' mortgage obligation to be soley responsible. Chapter XXXX granted for XXXX. Since the bankruptcy, I have made all mortgage payments. XXXX set of documents, divorce decree, quit claim deed, and statement requesting release of lien sent to GMAC at their directive to remove ex-husband name from loan liability. Loan transferred/sold to Ocwen. I experienced a financial hardship and contacted Ocwen regarding loan modification. Shockingly, packet received with ex-husband name. I contacted Ocwen explained that husband was release from loan liability with GMAC. Ocwen asked for divorce decree and quit claim deed which was sent. Modification packet resent without ex-husband name, completed by me with only my financial information, processed by Ocwen and modified. Modification included " cancellation of debt '' reported to IRS. However, the reporting to IRS is for XXXX of us. Should be only me as the account is only in my name per Ocwen. Told could modify loan with only my information and that his name was still on loan and that I need to assume the loan. Sent in requst for assumption as directed by Ocwen with appropriate documents ( divorce decre and quit claim deed ). Received letter acknowledging receipt of docments which " transferred account from XXXX names to my name and to contact them regarding release of liability. '' Contacted Customer Care, told by agent XXXX that assumption could be requested after account has ben current for 12 months, which does not include modification period. Asked " why information was not included in letter response to request for assumption? '' No XXXX able to answer question nor was I able to speak with the " department '' that generated the correspondence. Ask for supervisor, transferred to main customer service number. After going through prompts, reached XXXX XXXX. Explained situation and told that assumption are only done for third parties and not me because my name was already on the loan. No record or knowledge of ex-husband name being on loan. Explained again that other party ( exhusband ) was release from loan with GMAC. Asked for Bankruptcy department because of question " If a divorce party files separately for bankruptcy and only XXXX reaffirm, how can they continue to hold other ( non reaffirming ) party liable when Chapter XXXX was granted? Customer Service not able to transfer call to dept because account is not in bankruptcy. Nor are they knowledgeable to answer question or have an understanding of bankruptcy. Asked for supervisor. Placed on hold for XXXX minutes. Representative finally says that supervisor is unavailable and I should schedule a call with my loan modification rep. Arrangements made for next day at XXXX. Missed call ( XXXX. ) and message left " call back, follow prompts and reschedule call. '' XXXX attempt made from Ocwen. Ex-husband has conveyed all interest in property by filing quit claim deed, filed Chapter XXXX Bankruptcy, did not " reaffirm '' mortgage loan obligations. Bankruptcy granted. Why will Ocwen not release him from liability?

Company response to consumer: Closed with explanation