Consumer complaint received 2015-03-27
Company: Ocwen Financial Corporation
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
The issue is that the Relationship Manager acting as an official representative of OCWEN mislead and directly caused this situation and OCWEN designed their systems for Zero Accountability. 

The complaint is that misleading information and back dating the beginning date of a loan modification process has caused the loan to become over 90 days past due and therefore subject to not only foreclosure proceedings but also the refusal of OCWEN to accept monthly payments. Also, as a direct result of the actions of OCWEN employees there is now a lump sum due or acceptance into a high premium repayment schedule before monthly payments can resume. Both of these actions are a direct result of actions by OCWEN employees and the remedy should be to put the loan back to the original state before the loan modification process was started. This especially since I directly ask XXXX XXXX about breaching the 90 days deadline, I was assured to proceed that the documents were approved and the modification would be successful. At that point I also, inquired about the letter from OCWEN asking for letter of administration, power of attorney, or last will and testament, again was advised to proceed. 

I informed XXXX XXXX over a year ago EXACTLY what documentation I possessed or could obtain and who I was in reference to the account holder. These statements from OCWEN saying I am now " not authorized on the account '' should have been clear at the very beginning when I first initiated communication with OCWEN ; further more OCWEN should never advised me to proceed due to my authorization or ability to obtain the required documentation to complete any modification. XXXX XXXX & the Underwriting Department reviewed the documents and ADVISED me to proceed with the modification. They reviewed and assured at least twice that my documents would suffice throughout the entirety of the modification. Every single time I was requested to supply a letter of administration, power of attorney, or last will and testament I questioned XXXX XXXX and several times was instructed to proceed! Even after XXXX XXXX & I received notice of ineligibility to assume the loan. XXXX XXXX advise that we would still be successful in the modification process, I asked for another review by his department and underwriting before initiating any process. 

There is zero accountability for OCWEN 's representative misleading a consumer. The Ombudsman 's department directed me back to the same department/system I was calling to complain about! They say their relationship manager 's consultations may be recorded, so OCWEN provide all recordings for review! 

OCWEN states so clearly and easily now the rules for authorization and documentation required for modification. Why was this information not so clearly defined and available in the very beginning when I ask XXXX XXXX to review the my documentation and distribute to all necessary departments for review prior to initiating any actions? XXXX XXXX & the underwriting department advised me to proceed! Its a very convenient mistake that only benefits OCWEN! 

The only relief is to, as I stated in the beginning, is to put the loan back to it 's original XXXX 2014 status and let the monthly payments begin again. The lump sum is a direct result of actions by employees of OCWEN therefore the consumer should not be held liable for charges created by changing a date. I was told when to stop making payments to allow the loan modification to proceed and when I should start the new monthly payments. As a result of this information given directly to me by OCWEN employees the loan is in it 's current situation.

Company response to consumer: Closed with explanation