Consumer complaint received 2017-07-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Ocwen Financial Corporation
State: CA

Complaint narrative:
Hi Again:

I just spoke with the research department.  Agent ID is XXXX XXXX XXXX she said she was unable to handle loan because it was in the United States.  Reiterated my Loan Number is XXXX XXXX XXXX  for the property at XXXX XXXX XXXX XXXX XXXX in XXXX XXXX SC XXXX

XXXX won't answer why she can't access South Carolina mortgages or discuss any information given that OCWEN does most of its mortgages in the U.S.  She confirmed that she has all information necessary to fix the problem - loan number - address - and my SSN but did nothing to remedy the problem.  Her Supervisor is XXXX  XXXX - Agent ID XXXX. 

She tried to send me to U.S. Customer Service and said they might send me to the escalation department.  I noted that I'd just spoken with customer service and they had sent me to her in OCWEN research.  She then admitted she is both in research and in in escalations.  So she was trying to send me in a circle back to customer service and then back to her in escalations.  She then said she would send me to a manager in U.S. Escalations.

The entire process was very annoying and appeared deliberately designed to annoy - from the first call to the ear-piercing and annoying music - at least 10 decibels higher than the actual volume of the conversation. 

Once transferred to Escalations Manager - XXXX - Agent ID XXXX.  XXXX cut me off - admitted had all information and refused to assist in any way.  Refused to open any research request or to help in any way.  Advised me to contact the research department that had just transferred me to her - again - running me in a circle.  Appeared the entire process was geared to obstruct.

OCWEN remains the worst customer service I've yet experienced.  My loan was sold to them by another mortgage company. The type of unconscionable conduct needs to be addressed.  It is precisely this type of deliberate obstruction that resulted in prior lawsuits against OCWEN.

Thank you.

XXXX XXXX XXXX 

On Wed, XX/XX/XXXX at XXXX XXXX, XXXX XXXX  wrote:

    Dear Representative:

    I just spoke with OCWEN Agent # XXXX XXXX - Ocwen Customer Care regarding the OCWEN settlement.  He claimed he was unable to find my loan # XXXX XXXX XXXX which was opened in XX/XX/XXXX and closed in XX/XX/XXXX. 

    He made no effort to locate my loan Loan Number XXXX XXXX XXXX
    for XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, SC XXXX.  


    He instead said I should contact the research department at the below address.  He seemed more intent on obstruction of the process than on helping anyone.  Pretty much what I'd expect from OCWEN and precisely why your company was sued in the first place.  


    Please help me apply for my OCWEN settlement and any benefits to which I may be thereunder entitled.

    Fax: XXXX XXXX XXXX

    Ocwen Loan Servicing LLC
    Attn Research Department
    XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX

    XXXX

    Perhaps if you'd act with some integrity and try to help people per the class action, you would not be sued as often for obstruction. 

    Regards,

    XXXX XXXX XXXX.
    XXXX
    

    ----------  Forwarded message ----------
    From: consumerrelief 
    Date: Wed, XX/XX/XXXX at XXXX XXXX
    Subject: Auto response
    To: XXXX XXXX 


    Greetings,                                                                                                                                                                                                                                   

     

    Ocwen Loan Servicing, LLC (Ocwen) has received your email regarding your inquiry about the settlement relief.       

     

        You may be  potentially eligible if your home mortgage loan was foreclosed by Ocwen Loan Servicing, Litton Loan Servicing or Homeward Residential anytime between XX/XX/XXXX and XX/XX/XXXX.  If you are potentially eligible, you will receive in the mail a notice and a form that needs to be filled out and returned to the fund administrator to confirm your eligibility and payment amount.  

     

        Ocwen will not be administering the fund or determining the eligibility. The settling regulators will be appointing a settlement administrator to reach out to the potentially impacted borrowers to determine their eligibility in participation of funds.

     

        The government settlement agreement must first be approved by the federal court in XXXX DC before the consumer relief fund is established.  A fund administrator must also be selected.  All of this could take several weeks.  

     

        Should you have a home mortgage loan presently being serviced by Ocwen, Ocwen is more than willing to take a fresh look at your loan situation if circumstances have changed. The settlement agreement doesnt change who may or may not be eligible for a modification. Any principal forgiveness or alternate loan modification, if offered, is based on many items, including Ocwen' s servicing guidelines, the borrower's financial status and the status of the loan.  As much as Ocwen would like to assist every customer, Ocwen may not always be able to modify a loan, or offer a modification with terms requested.  Not all loans qualify for a modification. Please call Ocwen at XXXX if you are interested in looking into a modification, or a re-modification of your existing terms.

     

     

    Thank you.

    Ocwen Loan Servicing, LLC.

     

     
    XXXX
    This E-mail message and any attachments are intended solely for the use of the addressee hereof and may contain information that is confidential, privileged and/or exempt from disclosure under applicable law.  Delivery of this message to any person other than the intended recipient shall not constitute a waiver of any right, privilege or exemption.  If you are not the intended recipient, please immediately notify the sender by reply E-mail and permanently delete this message from your system without reproducing or disclosing it to any third party.  While Ocwen Financial Corporation and its subsidiaries take reasonable precautions to prevent transmission of software viruses, we cannot guarantee the same and we therefore disclaim liability for any damage sustained by you or any third party as a result thereof
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Company response to consumer: Closed with explanation