Consumer complaint received 2017-07-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Ocwen Financial Corporation
State: MD

Complaint narrative:
We have had loan XXXX with Ocwen for several years. It did not originate with them, but it was transferred from XXXX. I am a XXXX and have been XXXX XXXX, but then I left XXXX XXXX and was off XXXX until later when I went on orders with the XXXX XXXX XXXX. During times I have been on XXXX, my mortgage companies have honored the Sailors and Soldiers Credit Relief Act ( SCRA ) and have dropped my interest rate. This has been a major help to me. <P/>However, recently, I sent in my orders and received notice that they would not honor SCRA. They said that because the house was purchased while I was on XXXX XXXX orders years ago, despite being XXXX XXXX and then going on new orders, they would not honor SCRA. All my other mortgage companies do. <P/>In addition, we have had numerous challenges with this property. Though it is listed as an investment property, we purchased it hoping that it would house either our family or my mother in XXXX. However, that has not worked out, and we have tried for many years now to rent it and sell it since the value has been underwater. We tried to work with Ocwen on a short sale, and Ocwen was so aggravating and constantly asked for the same paperwork over and over again. We ultimately were not approved for the short sale, so we are stuck renting it at a major loss, but Ocwen has been absolutely horrible to work with. Every time we call we get a different person, and they are not from the United States and never seem to understand what we are trying to do. <P/>In the SCRA situation, we just received the following letter. I have been out of XXXX XXXX since XXXX, so I find it hard to believe that for all these years, they did n't have the right information. I also feel that they are not applying this benefit properly, and I hope that you will investigate. <P/>Dear XXXX, On behalf of Ocwen XXXX XXXX, XXXX, the Escalation Department would like to thank you for your recent inquiry. The Escalation Department was created to provide a resource to assist with unresolved concerns and issues. <P/>Thank you for bringing your payment and SCRA benefit concerns to our attention. Ocwen has completed the research into these concerns and confirmed all issues are resolved. <P/>The law does limit eligibility for this interest rate protection on loans incurred before the service-member enters into military service. Example is when on XXXX XXXX. The DMDC website was created to confirm the military status for creditors and various entities to determine eligibility for SCRA protections. We obtain a DMDC certificate that confirms the military status. The DMDC has performed several updates recently to ensure that the data provided is accurate. Previously we provided the 6 % interest rate protection on the loan during a XXXX because at the time, the DMDC website indicated the loan was not originated while you were on XXXX XXXX. Currently, the DMDC 's certificate shows that the loan was originated while you were on XXXX XXXX. <P/>Although you were provided the benefit of a lower interest rate during the course of the servicing of this loan, as per the information we obtained, we are not able to adjust the interest rate per the SCRA requirements. If these payments are going to cause financial difficulty, we suggest that you attempt to refinance or you may contact us to discuss the possibility of a modification or settlement of the debt. Please accept our apology for any confusion regarding this issue. <P/>Should you have any further concerns, you may contact me directly toll free at ( XXXX ) XXXX, select Option 1, Extension XXXX or email XXXXXXXXXXXX. For general account questions, you may visit XXXX. You XXXX also contact Ocwen 's Customer Care Center via telephone at ( XXXX ) XXXX. <P/>Monday? Friday XXXX XXXX? XXXX XXXX ET Saturday XXXX XXXX? XXXX XXXX ET Sunday XXXX XXXX? XXXX XXXX ET Ocwen Loan Servicing, LLC XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, FL XXXX Sincerely, XXXX XXXX Escalation Relationship Manager Ocwen Loan Servicing, LLC This communication is from a debt collector attempting to collect a debt ; any information obtained will be used for that purpose. However, if the debt is in active bankruptcy or has been discharged through bankruptcy, this communication is purely provided to you for informational purposes only with regard to our secured lien on the above referenced property. It is not intended as an attempt to collect a debt from you personally.

Company response to consumer: Closed with explanation