Consumer complaint received 2016-11-28 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Ocwen Financial Corporation
State: TX

Complaint narrative:
We were approved for a loan modification with Ocwen Loan Servicing. We are signing the loan modification agreement under duress. We are not being represented by an attorney, but Ocwen is being represented by an outside law firm, XXXX XXXX. I called to ask the status of our loan modification on Thursday, XXXX. Our relationship manager is a part of Ocwen 's litigation department. He informed me that our loan had been approved for a permanent modification on XXXX, but the numbers had not been released. Ocwen mailed out the loan modification and the documents were delivered to our home address on XXXX. 
I called the relationship manager on Monday, XXXX and he was unaware the documents had been mailed out. I sent an email on XXXX and XXXX asking questions about the escrow shortage, incentive amount, interest bearing principal balance, amortization schedule and balloon payment amount. I called the relationship manager on XXXX to see if he had any answers to our questions. He informed me that there was a conference call where my questions were addressed but he was not going to answer any of my questions or concerns over the phone and I would have to wait to get Ocwen 's response from their attorney. 
These signed documents are due back on XXXX and as of XXXX XXXX cst, we have not received a response from Ocwen or their attorney to address any of our questions or concerns. We are emailing the documents to our relationship manager, although our concerns have not been addressed because the documents are due back on XXXX and we were not granted an extenstion. Ocwen still claims that Option One Mortgage Loan Trust XXXX is the holder of our note, when the trust is reporting the principal balance which does not match any amounts provided in our loan modification. 
Our relationship manager is not knowledgeable of our loan and is either unwilling or unable to answer any questions or concerns we have regarding our loan or loan modification. Any questions or concerns we have about our loan or loan modification are always responded by their outside legal counsel, XXXX XXXX and XXXX XXXX is not in the servicing business to be able to address any questions or concerns we have regarding our loan or loan modification. XXXX XXXX responded to a complaint we filed regarding the borrower incentive amount we would eligible for, but the documents we received on XXXX had an incorrect amount of {$5000.00} vs the {$10000.00} that was provided in the response from XXXX XXXX. The documents claim to provide a payment schedule in Section XXXX in the Modification Agreement showing our payment plan for the life for our modification loan after the trial period. I do not see where this payment schedule was provided in Section XXXX of the Modification Agreement. 
I am not sure how Ocwen can be our loan servicer and can not and does not respond to any questions or concerns regarding our account. 
I informed XXXX XXXX, my assigned relationship manager, on XXXX that I would be filing a complaint with the CFPB based on his refusal to respond to any questions or concerns I had regarding the modification agreement and he said he had no problems with me filing the complaint.

Company response to consumer: Closed with explanation