Consumer complaint received 2017-05-01
Company: Ocwen Financial Corporation
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My loan is with  Ocwen loan servicing. I spoke to Ocwen Relationship Manager  ID #  XXXX  ( if that was indeed his ID. They have been known to intentionally leave off numbers in the past on purpose ). My complaint is below.     Last week after logging into my online mortgage account I noticed that in  XXXX    XXXX   my loan will increase from {$700.00} per month to {$900.00} per month. I made a request online to have a relationship  manager call me to see if we could extend the time frame for me to pay the escrow as I wo n't be able to pay the additional expense. I was leery of reaching out to Ocwen b ecause from my experience the people they call relationship managers are not really relationship managers. They are high pressure, aggressive collection agents that intentionally withhold options from borrowers such as extensions and they in turn engage in threats, intimidation and coercion. I have caught them lying in the past as well . One relationship manager would give me one  amount to pay and as soon as I would agree he would put me on hold and then come right back to the phone and give me another higher amount. This went on for   30 minutes until I hung up because I had had enough.
So I reached out to Ocwen to call me. A relationship manager c  ontacted me at around   XXXX   XXXX   XXXX   XXXX  . central time ( which was outside the time frame I had selected for him to contact me  ) and he started off with ( this is a collection call ). He then went into an intense high pressured collection script and told me I needed to pay ocwen  an additional {$700.00} a month, ON TOP of my mortgage payment to get caught up on {$4000.00} dollars in escrow shortage. I was shocked. I was the one who had requested the meeting  with Ocwen and  not once did the agent ask me how he could help me. On top of this, he told me I needed to pay an additional {$700.00} dollars per month if he was to work with me when I had contacte d Ocwen because  my payment was going u {$200.00} dollars a month. So why did he think if I could n't pay {$200.00} a month I could suddenly pay {$700.00} a month? On the escrow? It did not make sense. This agent was overseas in  XXXX  and one of my main gripes with Ocwen is that they incentivize these agents to bring in money so quickly that the agents use threats instead of working with the person.     The agent refused to tell me about the entirety of the options available to me. They have done this before. They have withheld certain options in an effort to force the person regardless of our financial situation to pay quickly. This man was not trying to assist me at all.     When I told him that I would request another meeting with someone who was serious about helping me he said 'ok ' and quickly got off the phone. He was nonchalant about the matter. He never once asked me for the reason for my request to speak to my relations  hip manager.
Ocwen   is awful.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation