Consumer complaint received 2017-06-13
Company: Ocwen Financial Corporation
State: OK
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
in XXXX I went through a divorce after XXXX years of marriage. I am now a single mom of XXXX children, XXXX in college and XXXX in high school. Along with the divorce we filed bankruptcy due to the retirement of my ex-husband due to his diagnosis of a severe XXXX XXXX and I lost my job after the business where I was the XXXX closed there Oklahoma office, both of my parents were critically ill and the death of my father all within a year. These combinations caused a serious financial hardship. After I reaffirmed the loan and over the next 5 years I entered into another relationship and the loan payments where caught up and paid on time for 5 years. Approximately 1.5 years ago this relationship ended and I changed jobs so I could be home with my children. Subsequently I got behind on my mortgage payment by one month. Several months later I got behind another payment because of some issues with my son becoming sick and my mother died. At this point I was behind by two payments and called the mortgage company and ask if I could make some arrangements to make up the payments by increasing my payments over a few months. The arrangements were set up with the OCWEN representative and I agreed to the terms. A week or so later I received a letter that said the arrangements were not approved by " management '' and I would have to apply for a loan modification. I finally decided in XXXX XXXX that I needed to apply for the loan modification and gathered all the documents that OCWEN required for the loan modification. I received a letter back asking for some very surprising documents and asking for the signature of my ex-husband, even though I had sent in my divorce decree and the quit claim deed on the house and a new loan was issued 5 years previously with only my income and in my name only. I called OCWEN and they were less than accommodating, I spoke with someone that could not answer my questions and could barely speak English. I ask to talk to my relationship manager and was told I would have to make an appointment for her to call me and the soonest she would be available was appropriately 4 weeks away. I was extremely disappointed and ask if I could make an appointment with someone else and that was 2-3 weeks. So this person called and I got another person that could not speak English and could not answer my questions. I explained that the documents they requested had already been sent in but they said that was n't good enough and they wanted more. So I sent those documents. I never heard a word from them so I called again. This person told me I needed more documents and I tried to explain that they already had those documents and ask if I could talk to my relationship manager ( XXXX XXXX XXXX ) Another 3 weeks!!! She finally called me 3 weeks later and she was less helpful than the other people I had spoken too! She told me they now needed new documents of my pay stubs and they wanted my bank statements to prove that I was putting my money I was getting for child support and my pension in my bank account. ( Not sure what they thought I was doing with it ). I explained I did not understand considering I had clear documentation that I was receiving this money and they already had it, when I tried to ask questions the phone line went dead, I waited about 15 minutes for her to call back and nothing so I tried to call back and I could not get through on her phone line ( it appeared blocked ). So I sent those documents in and ask them to confirm they got them. I received an email after a few weeks that I had not sent them through my email address so they would n't except them even though all the documents were addressed to me. ( I had used my finances email address ). I waited again and heard nothing for weeks. I started receiving letters from every bankruptcy attorney in the city and people wanting to buy my house I realized they had filed foreclosure on my house. So I called OCWEN again to see why they had filed a foreclosure on the house when I was waiting for a reply on my loan modification and they had all the documents they had requested. I was then put on hold for about 10-15 minutes. She finally came back, this time I was told that they had not received any documents since XXXX XXXX and I had missed another payment so they had every right to foreclose on the house. I told her that I had the emails that showed I had sent all the documents and they had sent me confirmation back that they had gotten them. She coldly told me that I would just have to start completely over on the loan modification and that I had not done what I was suppose to do so they had every right to foreclose on my house, no sympathy and no offer of help. I was obviously upset and explained they had not sent any communication to me, they had n't called me! I was waiting on them to send me either a denial or the paperwork for the loan modification. I was told they could not call me without an appointment because I had filed bankruptcy, I had been told this multiple times when I had called them. I ask how they could possibly accomplish this without talking to me??? I tried to explain that I had done everything they had ask me to do and I said two curse words in my sentences, my words being " you have to be XXXX XXXX kidding me ''. ( not directed at her ). I was trying to explain that I had sent them everything they had ask for and they needed to look into it and she hung up on me telling me that she did n't have to listen to that language. I immediately sent an email directed to my relationship manager with all the documents attached that I had sent in XXXX, XXXX and XXXX. This was in addition to the very complete package I had sent to them by XXXX XXXX in XXXX with the initial application for my loan modification. I also had followeofd up by phone on many, many occasions and made multiple appointments for relationship managers to call me. After every attempt to resolve this I always finished my communication with the same impression, they are trying to drag this out because they know they will make money on my house and they are not trying to complete this loan modification. After sending these emails again I still have not heard a word!!! Please help in anyway possible! I have never felt so helpless in all my life. If only they could understand the distress that this is putting on so many families that did n't choose to deal with this horrible company. When I read the information I found on this site I realized I was n't alone and I wanted to share this ever so distressing story about OCWEN Loan Servicing. Please help stop them from hurting more families!

Company response to consumer: Closed with explanation