Consumer complaint received 2016-04-26
Company: Ocwen Financial Corporation
State: NJ
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
Ocwen has been a two year nightmare and is progressing from horrendous to worse. ( roughly reverse chronological order ) a. Ocwen asked me my race for the first time in 2 years after taking loan workout information over phone due to multiple Loan Workout Package submission fails by Ocwen. Today I received a foreclosure notice. This really ca n't get any worse b. ( Ocwen has finally updated technology and now uses esignature - unfortunately, they do not know how to use esignature as forms require dual signature and esignature was set up for single signature. The process confirms the signature and all is " complete '' - but continued to send 'incomplete ' messages. Phone call to customer service said all was complete. While back and forth was going on - time expired for documents in review. This was the 8th or 9th time this process has failed. 
c. Ocwen 's failure to accept payments has cost my family substantial increase tax payments d. Ocwen 's failure to use their information on record, or may be data hand off from XXXX, caused home insurance company to refund my payment ( why did this happen in year2? ) More a sign that Ocwen has serious processing issues. 
e. Ocwen could not process loan workout package because their internal processes failed to meet required government deadlines. They sent workout package for signature and notary after without time to review package or have reviewed by professional. 
the customer service rep ( CSR ) did not understand what a notary does and asked why they could n't adjust date [ hint : that 's illegal ] not CSR 's fault, training, mngt prob g. Ocwen had multiple contact streams running uncoordinated for the past two years. While Collections is calling for payment, Operations could not accept payments and encouraged to complete loan modification package. The entire time loan modification package is " in process '', harsh letters, foreclosure warnings, etc. are mailed to house which greatly challenged relationship with my wife and family. Nobody believes a company can be " that bad '' and that messed up - Ocwen is worse than that. Online payment was not available because of operations inability to accept payments. ( I do n't know if this is still issue with Ocwen in general, but was major problem for year ). Again, the investor or holder of mortgage was n't paid either, so Ocwen provided disservice to both sides of servicing relationship. In my case, Ocwen 's disservice caused health problems ( you ca n't sleep when you get foreclosure notices and you call and speak to someone who ca n't help you, does n't understand how their own system works and defaults you to encouraging you to file for loan modification due to hardship - On several occasions they actually encouraged completing hardship loan modification forms to reduce payment, " many customers are having their payments or their loan amount substantially reduced, just fill out the package. '' h. When I could not get answer on payment amount I sent $ XXXX then $ XXXX to catch up on payments, one via certified check, one via wire as instructed - yes paid fees - and each was returned. Payments were made with Ocwen guidance and specified amounts - but Ocwen 's on people could not agree on to the penny amounts - which they said was the reason for XXXX return - No one had an answer for other returned payment - again, the CSR 's had inadequate knowledge, training, systems, processes, workflow, means of escalation. 
i. No handoff from prior servicer - When I called to make phone payment to prior servicer I was told my account number was not valid. CSR at lender said it must of been transferred but did not have any info or chose not to share ( XXXX ). When I got in touch with Ocwen, they said they did not have information that I should call back in 3 weeks. When I called back they asked for 2 more wks - all I wanted was an account number and to make payment. Yes, I 'll be expert witness

Company response to consumer: Closed