Consumer complaint received 2018-07-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Ocwen Financial Corporation
State: KY

Complaint narrative:
I have owned my home for 18 years and am facing foreclosure because my mortgage bank Ocwen Loan Servicing refuses to work with me, talk with me, or acknowledge my attempts at fixing the problem. I was overwhelmed with unexpected expenses a little over a year ago and it led to me being short on my finances and I missed the mortgage payment. I began trying to work this out with Ocwen, but they refused to speak with me and told me that my case was on hold so they could not talk to me about it. I did not know what this meant, and despite trying repeatedly over the next few months never got any straight answers. Meanwhile, I kept falling farther and farther behind. This could have been resolved after only a couple of missed payments because my financial crisis had passed. Eventually I found out that because I was in an unrelated bankruptcy action that Ocwen had determined that they could not talk with me about my delinquent mortgage payments. No one explained to me how or why this worked, or let me know that all that was needed was an authorization in order to discuss this. 

By the time this was figured out I was already in foreclosure. I have tried to engage with Ocwen and get them to work with me towards a modification but instead of doing so they are scheduling a sale date. I have the resources to afford a fair rate and payment. My current interest rate ( 8.55 % ) is very high and I deserve the chance to be considered for all government, state and internal programs. This could all be avoided if Ocwen were to follow the rules and negotiate with me in good faith. 

I served my country proudly in the United States XXXX for 26 years with a final rank of XXXX XXXX. I have worked as a XXXX XXXX for the last 21 years and recently retired. A little over a year ago, I had to replace the roof on my home and had major car repairs at the same time. This caused me to be short on finances and I missed the mortgage payment. I began trying to resolve this matter with Ocwen and asked to be considered for a modification. As explained, their agents would not discuss this matter with me, because of an unrelated bankruptcy that had been filed in XX/XX/2013. This had nothing to do with my late mortgage payments that I was trying to fix with Ocwen -- -once I got the hold removed on my case I expected that Ocwen would work with me to get a new review started. That was not the case. I still did not have an assigned account manager, I still did not get my questions answered and I was transferred from one department to the next and could not make any progress. This is very disheartening. Ocwen received billions of dollars in government aid from the taxpayers and they have a record of engaging in questionable foreclosure and servicing practices. All I am asking for is a chance to be considered for these homeowner assistance programs that were set up to help people such as myself. I feel that Ocwen is putting profit before people, which is especially galling considering my military service that kept this bank safe and secure.

Company response to consumer: Closed with explanation