Consumer complaint received 2026-05-06 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: Ocwen Financial Corporation
State: CO

Complaint narrative:
I was denied escalation with a supervisor I spoken to multiple customer service representatives and escalation department representatives starting XX/XX/XXXX of XXXX in which the customer service representative I spoke to was put in my request for the assumption loan documents. I had been informed the assumption documents would take 5 to 7 business days to receive when I did not receive the documents, I called back on XX/XX/XXXX and spoke to two representatives that day, I was told they needed a name for the new borrower which is way they were not sent even though I requested documentation blank for new borrower/borrowers to fill in. So I gave a name I was then assured now that I will receive the documents via mail because they could not email them with a reset timeframe of an additional 5 to 7 business days. On XX/XX/XXXX after now waiting the 14 plus days and still not receiving the documents requested, I then asked to be sent over to the escalation department spoke XXXX with that escalation department explained what I was going through what has happened he then explained his department will handle the issue and get these documents because they have not been generated again which made my fourth attempt at requesting these documents after the conversation was concluded I was then given a new timeframe of XXXX days told me I will be able to access the documents once they have been generated and mailed I requested a email instead due to the timeframe of not receiving them already, we then reconfirmed my email address and home address to ensure no further problems with mail delivery. XXXX also stated I would be able to retrieve these documents in the portal sooner once the documents have been to mailed to me. On XX/XX/XXXX I called back in because I have still yet to receive the non mailed documents nor was there any document sent via email or in the portal or Web account. I had now spoken to XXXX after waiting over an hour on hold I was asked all the same questions and information by XXXX that I have answered for him an others previously I have spoken to, which was now totaling five. I did explain to XXXX, I am on a timeframe and a deadline due to this matter and that I was being inconvenienced due to the multiple contacts and request Ive made for these documents to be sent. On this call, I also again confirm confirmed who the new buyer would be in that I would be requesting two copies of the assumption paperwork so that there is no confusion again or should there ever I then added my real estate agent to call to confirm and explain the proper information an documents requested to leave no error on my end. There have been no resolution made that day and me receiving those documents that XXXX had given me a new reset timeframe of 3 to 5 business days again with a promise date of receiving no later than XX/XX/XXXX by email. To conclude that XXXX XXXX asked me if I would be making my mortgage payment which I found very disrespectful considering that is the process Ive been completed in XXXX. I wouldnt be even making this new payment. In addition to that the first of the month hasnt even came yet. On XX/XX/XXXX, I received an email from XXXX and our customer care titled response letter which just the requirements/steps for the assumption loan. These are not what I am looking for as I know and have explained several times. I know what is required in and needed. I needed the package so that it can be signed an all documentation can be submitted back to them for the process to be reviewed and finalized. That is the importance or purpose of the assumption loan package paperwork. On XX/XX/XXXX at XXXXXXXX XXXX I had a missed call from XXXX asking me to call him back only no details left in the voicemail on what the call was, with time zone difference when I noticed the call they were closed due to business hours XXXX eastern standard time. I called in the next business day of XX/XX/XXXX was unable to reach out at XXXX ext XXXX so I was then transferred to another representative explained why I was calling in because I received a call from him asked her to look for the paperwork because I had yet to receive it still she told me this shouldnt have taken as long and that she would be placing in Notes and passing over for XXXX to contact me or make sure that the proper documents were sent over. I did not hear back from XXXX on XX/XX/XXXX so I called in morning of XX/XX/XXXX. XXXX was unavailable. I was in giving another representative XXXX XXXXXXXX XXXX XXXXXXXX or XXXX who gave me no resolution to why I havent received a document as well. I requested to speak with a supervisor or some departmental managerthat they report to with my real estate agent on the phone as well because now they have further inconveniencedme with wasting over a month of my time and that I wanted this resolved today on XX/XX/XXXX of XXXX immediately. In addition, I have also explained to them that in XXXX I had requested the same paperwork in XXXX XXXX of that year the assumption package was sent via mail to my house within five days no problems.

Company response to consumer: Closed with explanation