Consumer complaint received 2015-04-25
Company: Ocwen Financial Corporation
State: OH
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My mother and father had a mortgage on their home in XXXX, XXXX My mother passed away on XXXX/XXXX/XXXX and my father died on XXXX/XXXX/XXXX. The mortgage servicing company holding the mortgage on the date of my father 's death is Ocwen Financial Corp. We contacted Ocwen when my father passed, and they agreed to stop charging interest and trying to collect payments because we informed them that we were listing the house for sale. Despite that agreement, Ocwen has charged approximately {$5000.00} in additional interest and fees. Apparently, when Ocwen was notified of my father 's death they began charging interest and fees under my mother 's name as they XXXX were listed on the mortgage. We have notified Ocwen of the fact that my mother is also deceased and we have provided them with my mother 's death certificate but they refuse to fix the problem. We have asked them to stop charging interest and fees in her name and to verify that the amount owed on the mortgage is the amount outstanding on the date of my father 's death, but they refuse. In fact, it is nearly impossible to get any assistance from Ocwen as the structure of their customer service department forces us to begin with a new representative each time we call. We have been assigned a number of different " relationship managers '' but these individuals do n't provide any real assistance. It seems as if Ocwen has deliberately created a maze to traverse in their customer service department hoping that people will simply give up out of frustration. To make matters worse, Ocwen is now delaying the sale of my parent 's house. The house is currently under contract, but we ca n't close because the transfer of the mortgage from company to company over the years apparently was not handled properly. All we need to be able to close is a copy of the release given to Ocwen by XXXX ( the company that sold my parents mortgage to Ocwen ) at the time the mortgage was transferred. However, amazingly Ocwen says they can not find that document. As a result, we have had to take legal action to remedy the situation ( Ocwen should reimburse us for these legal fees ). Currently, the house is still under contract but we ca n't close thanks to Ocwen. I am writing this complaint because we are at our wits end. We keep trying to work with Ocwen but they refuse to help. I believe that they are simply trying to delay any action until we are ready to close so that we will be put in a position where we have to choose either to pay what they demand or not close on the house. There is a definite time issue in this situation as we will be in a position to close in the next XXXX or three weeks and we need this issue resolved prior to the time that the title company requests a payoff amount from Ocwen. Dealing with the death of your parents is obviously a difficult situation as is trying to properly deal with the estate they leave behind. The pain of that situation has been exacerbated greatly by Ocwen 's actions. Their indifference and, in my opinion, intentional deception is nothing less than cruel. I hope that this complaint will lead to quick action to try to force Ocwen to remedy this situation. Thank you for your consideration.

Company response to consumer: Closed with explanation