Consumer complaint received 2017-09-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Ocwen Financial Corporation
State: MD

Complaint narrative:
In XXXX of this year our family was displaced from our home due to a fire that started in the basement. We have been displaced since then and did reach a settlement with our insurance company of {$340000.00} to reconstruct the dwelling. On XXXX XXXX Ocwen, as the mortgage company was sent {$200.00}, XXXX, the actual cash value of the settlement, along with our construction contract, request to alter their standard draw schedule and other required documents. I was told that Ocwen approved our altered draw schedule and the initial $ XXXX draw was issued. 

On XXXX XXXX, XXXX my contractor, XXXX XXXX Construction ( DPCC ) contacted Ocwen Loan Servicing, per my request, to submit the required information for the second draw per our previously submitted contract and to request an inspection. This is what was explained to me by Ocwen would be the standard process since our draw schedule did not align with theirs. DPCC spoke with XXXX XXXX at XXXX, XXXX XXXX XXXX 's instructions were as follows : No inspections were required until we reached 50 % and 90 % - so there would only be two inspections during the process. When the inspections were required we had to call one week prior and the draw request could take up to five days just to approve.
Draws were sent via fax to them and takes up to fifteen days for processing they were to be faxed to XXXX XXXX : Loss Draft with a claim track number of XXXX and they would take up to fifteen days to process. Within two days you would be notified of our draw request and then it would go to processing Our draw request must be broken down for the amount requested labor, material, subs, etc. 

This information contradicts what we the home owners were told, since we submitted a request for a different draw schedule. 

On XXXX XXXX, XXXX DPCC compiled and submitted the draw request with the information that Ocwen explained needed to be included. On XXXX XXXX XXXX XXXX XXXX, the home owner and my husband, received an email stating that Ocwen received the documents that we sent and they were being processed. On XXXX XXXX I, XXXX XXXX XXXX, contacted Ocwen to check on the draw and was told that Ocwen had n't received anything nor had they processed anything and if we needed more money an inspection would need to completed. 

This information contradicts the instruction that DPCC was provided. 

During the XXXX XXXX phone call I ordered the inspection and requested to have this entire draw rushed since Ocwen clearly could n't follow their own process. The representative conceded. 

During the two weeks that followed ( 1 ) DPCC had to stop work on our home because Ocwen was unable to follow their own instructions and pay according to our contract, which now also makes a delay in the completion date, ( 2 ) the inspector came out and told us that he had never seen a house our size gutted and that he could understand why were frustrated, there was a lot that needed to be done, and ( 3 ) Ocwen finally acknowledge our contractors draw submission and issued two $ XXXX checks ( our request for the second draw was $ XXXX ). 

Ocwen has been unprofessional and in my opinion uncaring which is unethical when we were directly contacting their " Loss Draft '' department which handles insurance claims. Our family lost upwards of 85 % of everything that we owned, our home 's interior was completely totaled and our XXXX small children ( XXXX, XXXX and XXXX ) lost everything except for the clothes that were on their backs. Having to cope that type of tragedy is not easy.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation