Complaint Review: Ocwen Loan Servicing LLC - west palm beach Florida

I am also an Ocwen customer and I found out how to reach an "American" associate. The folks in India (I was tired of dealing with them too) were absolutely no help. They are in a Massive Call Center over there and are very, VERY scripted. They will just quote their scripts to you.

I wanted my escrow removed. I had been told Several times by various agents over the course of a year that all I would need to do was make all of my payments on time and be current on my taxes and insurance. I did all of that. When the year was up I contacted Ocwen and submitted the letter to them to have my escrow removed. They refused. They went and stated that I had to wait three years. This did not sound right and I had been told over the year as I stated by many associates that I could have it removed.

I started calling and calling and everytime I got an associate in India. It was like I was dealing with computers. They refused to even try to assist me. They simply said "you cannot remove the escrow because it is on the file". I asked to speak to an American Based associate several times and they use to transfer people to an American based associate but they no longer do that. Everytime, they now say there is no American Based associate and many lied like they had no Offices in the United States. Last I checked, Florida was in the United States and I know someone works there.

After two weeks of this nonsense, I filed a complaint with the CFPB (Consumer Financial Protection Bureau) which is the new FInancial Department set up by the Obama Administration and they have a LOT of Power. When they contact the business their complaints are taken Seriously. I also filed a complaint with the Florida BBB and my State Attorney General's office as well as the Florida Attorney General. Yes. I filed a complaint with ALL of them and it only took me about 30 minutes to do it as you can file a complaint online with each of them.

A week after I filed the complaints I recieved  a letter from an Ocwen Representative from Florida with his name and number stating my escrow had been removed. He apologized to me.

You have to go HIGHER than those breathing robots in India. Those folks don't care. You are nothing but a number to them.

I have to say that Ocwen did well by me in helping me keep my home. I was four months behind and they called me up and asked me what could they do to help me keep my home. I was shocked. They modified my home loan. They stopped the Foreclosure a day before my home was suppose to foreclose. They did a rush of the modification. They were quick and really, "really" worked with me.

I was very pleased with Ocwen in that regards. I believe there are far worse mortgage companies out there. Bank of American for one. I worked for Bank of America and they had us lying to customers left and right. I did it to keep my job. People would write us wanting to know if we had their original documents and we would have to say yes even though we didn't. We only had digital copies. We would send these folks digital copies of their signed contracts and they never knew that is ALL we had. The original documents were thrown away.

We also lost paperwork several times and it was a mess at Bank of America. Good Luck...