I am writing to you after speaking to one of the Supervisors in the Collections Department.
As an employee of one of the largest customer service corporations in the US I am familiar with what is considered 'customer service' and have recieved awards for my own excellent customer service efforts through my employment. I, however, must admit I have never run into such a low, inconsiderate level of customer service anywhere else in the world.
The reason I was connected to collections department was because we had not made our payment last month. We paid for the appraisals and refinance fees on a refinance attempt.
However, Ocwen will not provide the documents to the refinance company for the loan to be paid off. This is the fourth refinance attempt we have made since January. There were two attempts made and upon finding the second mortgage company WILLING to TRY to work with Ocwen for us we came upon a man who stated he did not have to offer any information because he could wait another 10 days and then they could tack on the attorney fees and put us on a forebearance.
That would mean TWO payments per month for a year for them and instant financial death for us. That is what the man did. I have now worked two jobs - 80 hours per week between the two for 6 months and made two house payments per month for 5 months. Found a mortgage company (Centex) that will again agree to refinance the loan with the only problem being... Need appraisals and fees etc. Paid those. The appraisor came that Centex sent to us and he said: When this does not go through I can tell you a loan officer of a different bank to call who can help you. The appraisor never looked at the whole house. The appraisal came in low. We had to go elsewhere and start over again.
Found another mortgage company willing to do the loan and they ask for the payment history from Ocwen which is normal. Ocwen sent a letter saying we have made payments on time but next payment due is APRIL. When called and ask why Ocwen said that is the payment history they will provide because starting April we were on that forebearance and they dont provide that payment history info until after the forebearance is all paid off.
So the loan company cant process the refinance for us until we get the information updated on what we have paid for April through to July. This sound like fun to you?
I have four kids: two in college and two in high school. The fafsa federal college assistance program says we make too much (we live pay check to pay check and penny to penny) but we are living short of income every month because we have to pay two house payments and cant get assistance for the kids education. So have we suffered? Yes. Kids could not go back to their colleges and ended up grabbing up a class or two at the community college to get something done this semester so it was not a complete loss. And a divorce is pending. How much does the HUD expect people to deal with? Why is a government agency willing to allow a business supplemented by government funding do this to the very people who are willing to fight to protect it?
CF
St Peters, Missouri
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