Consumer complaint received 2017-06-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Ocwen Financial Corporation
State: NJ

Complaint narrative:
A Notice of Intention to Foreclose was mailed on  XX/XX/XXXX , however, a Complaint of Foreclosure was n't filed until  XX/XX/XXXX  which is a violation of the Fair Foreclosure Act  as the Notice of Intent t o Foreclose is only valid for 180 days. However, I answered the complaint on  XX/XX/XXXX . I was unaware dual tracking was taking place.I was working on a loan modification with GMAC, when my home was completely destroyed on  XX/XX/XXXX  by  Superstorm  XXXX . The   insurance claim for the house was started immediately. On  XX/XX/XXXX , I was notified that  Ocwen Loan Servicing wo uld be taking over as the loan servicer on my loan. Since that time, I have spent countless hours dealing w ith numerous Ocwen customer service representatives, relationship managers, and multiple departments of Ocwen, trying to do a loan modification. Ocwen experienced computer programming errors which resulted in misidentifying the debt holder, deactivated my account to transfer to a new system, declared my home as vacant when it was actually demolished, poor response time, mail delays, and continuously showed their incompetence in other ways. Ocwen was well aware of my hardships and the desire to work out a loan modification in  order to keep my family home of over 40 years. From losing my company, myself becoming  XXXX , my wife being diagnosed with  XXXX  in  XXXX  and passing away in  XX/XX/XXXX , and my home being destroyed during  XXXX .     I spoke with a representative fr om Ocwen at least 4-5 times a week for the past 5 years. Ocwen records all conversations so this should be documented. I would explain my situation, they would send me a modification package to fill o ut and submit to them. Another representative would tell me that I could n't submit the paperwork until I received  a Certificate of Occupancy for th e rebuilt home. This became a very frustrating routine and went on until  XX/XX/XXXX , when a representative told me that was n't the case and to submit the application. I submitted applications on  XX/XX/XXXX   XX/XX/XXXX , and  XX/XX/XXXX . Each time there was " missing paperwork '', additional paperwork needed, need an appraisal, being assigned to an " expert '', a tactic used to delay and cause further hardship to me. On  XX/XX/XXXX , I had received a call from a representative  of Ocwen who  would n't give me his name. The caller proceeded to yell at me, " How long are you going to keep dragging this out, why do n't you stop playing games ''. This was upsetting, abusive, and unprofessional. My application of  XX/XX/XXXX  was denied again on  XX/XX/XXXX , I appealed the decision. The appeal was denied on  XX/XX/XXXX , however, I found an error in the income calculations and was advised to resubmit income docu  ments ( which I did ). Two departments within Ocwen failed to include additional income I reported. I am currently awaiting a new decision once they recalculate and include the additional income.
I was led to believe that the sooner the home was completed, the sooner a loan modification could be worked out. The failure by Ocwen to expedite insurance    payments during the rebuilding process prolonged the completion of my home. They lost documents which involved me having to fax documents multiple times to them. They issued checks to the wrong party, I had to return the checks and wait for a new  one. Ocwen has  shown to be careless and disorganized.     As a result of all this, I missed out on programs that might have helped me, but ended in  XXXX   XXXX . I believe they deliberately failed to respond to my  XXXX   XXXX ,  XXXX  application until  XX/XX/XXXX , and then claimed an appraisal was needed in order to properly review the applica tion. Ocwen has done no thing to help me, in fact, they are doing just the opposite.

Company response to consumer: Closed with explanation