Consumer complaint received 2016-08-16
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: Onity Group Inc. (TX)

I have a XXXX mortgage being serviced by Ocwen and XXXX/XXXX/15 we lost our home to a tornado. XXXX XXXX paid out for the exterior on XX/XX/XXXX for a total of $ XXXX. On XX/XX/XXXX I contacted Ocwen and told them what had happened and requested to get a payoff for the loan since insurance was going to be giving me a payout. I was transferred to XXXX who was our account manager. He told us at the time to stop the autodraft payment from our checking and no need to make the mtg payments and that they were negotiating the account. I was n't sure what was to be negotiated at the time, I just assumed that the insurance company had also contacted Ocwen. He also said they needed to get " boots on the ground '' to review the damage. XXXX said that someone would be out to the home to view it on XX/XX/XXXX but nobody showed up and I had received very little calls or updates prior to this and nothing telling me the inspection was getting pushed off. I was getting irritated and aggravated and kept getting the run around every time I called. On XX/XX/XXXX Ocwen wanted to know how much we received from insurance payout and at that point they said they were going to see about taking a lesser amount since insurance did n't cover both outstanding loans. Not something we requested but they decided to do on their own. We originally just wanted a payoff back in XX/XX/XXXX so we could pay the loan off and the difference that was n't covered. On XX/XX/XXXX we finally got a call back from XXXX and he was going to send us a payoff code. It was going to be another XXXX weeks before someone was going to be out there to inspect what was left of the home. It was also going to be another 20 days before the next call from XXXX b/c he was so busy. We were getting fed up with the runaround from Ocwen b/c all we wanted to was to payoff the loan so we could proceed with re-building and moving on with our lives. I called them on XX/XX/XXXX and spoke with XXXX different people ( XXXX, XXXX XXXX and XXXX ) then I was transferred to a manager XXXX XXXX. He said he was going to send me the docs and stuff to payoff the loan. During the calls nobody could understand what a tornado was and that it leveled our home. They kept asking me what part of the house we were living in and when we were going to move back into the home. On XX/XX/XXXX I still did n't have the payoff information and I spoke with a XXXX who was the manager above XXXX and XXXX. He said he was going to get this handled and did get someone to finally come out to the home to inspect it by XX/XX/XXXX. I have had several calls with different people each time and nobody seem to know what was said or done from the prior calls and felt like I had to explain the process all over again each time I spoke with someone new. I would ask for phone numbers for the people that were supposed to call me but they said they could n't give me their direct numbers. I constantly got the run around like the left hand did n't know what the right hand was doing. We could n't get a call back from XXXX or an update b/c he was too busy. We did hear from a XXXX ( pronounced XXXX ) and her ID was XXXX and her number was XXXX and she said it was a miscommunication and that the derogatory items reported were going to be removed from our credit report. To this day they are still being reported to the credit report as a XXXX and 60 day late despite Ocwen telling us not to pay the mtg. It has been a mess from day 1 and all we wanted to do from the beginning was pay off the loan and they have made this much much harder than it should have been.