Hello,
I am currently writing this while on hold with Ocwen again. I have been waiting for over an hour on hold with little contact from any human being except for to tell me they can't help me and they have to transfer me. The funny part about this is I call the # they tell me they have to transfer me to. After the last 4 months of this I finally have got down to the reason why. It turns out that when they have a high call volume they route the calls on hold to other departments that cannot assist their customers. At that time customers are told to please in the future contact 888-779-2857 (The original number that you dial). They then transfer you.
I asked for a supervisor. Several times I have been told their supervisor is busy and cannot help me. I asked the important question.' How many people do you say are currently on the floor answering phones' - I have been told they have over 100 people working answering phones. I then ask how many supervisors they have on the floor. My answer back was '1'.
They do have an option that states 'At any time you can press 2 and request a specific time to be contacted regarding your loan by one of our specialist.' When you press two it says 'At any time you can press 2 and request a specific time to be contacted regarding your loan by one of our specialist' So I press 2 again. Hmmm 'At any time you can press 2 and request a specific time to be contacted regarding your loan by one of our specialist' is my response.'
I originally started my calls to this company to get a loan modifcation as they had raised my mortgage from 840.00 to 1041.00 with less than 15 days notice directly after I had hand surgery and while my husband was out of work. They put me on a forberence plan. Which was not what they had promised. Now I have past dues on my credit. I requested they be removed due to the fact that I had been on the forberence plan. They have removed 1 out of 3 of the negative ratings. I cannot refinance.
I am now currently trying to get them to modify the terms of my loan so that I am not locked into their 11.63% interest rate. This requires a BPO (Broker Price Opinion) I requested this be ordered on November 2nd. Today is the 19th. I work for a company that handles BPO's for Mtg Lenders. Our Turn around time for BPO's is 3-5 business days for a standard Exterior BPO. I asked when I could expect the completion of the BPO. I was told it would be done in 5-10 days business days. I would need to call back to check the status and then could discuss my options regarding the modification of my loan. I would love to but it takes over 30 minutes to get ahold of someone who I am transferred to because their queue is too busy. I am then told I called the wrong #. I verify the # I call. They state that is the correct # however due to high call volumes they route calls to other departments. I have asked to be contacted back. I have been told that I cannot be reached back as they have no access to do that. I have been hung up on, blind transfered, transfered to wrong departments, transfered to the spanish line then transfered back to another agent in India where they tell me they cannot help me and that I need to contact the loan resolution department at 877-596-8580. I call that # and I am told that is the collateral department and they cannot assist me and that I need to call 888-779-2857. They then transfer me to 888-779-2857 and again it routes me to another person who cannot help me. I am actually while I write this on hold with them. I started this phone call at 1:30pm - It is now 3:30pm. I am at loss. I have no idea where to go. I cannot even get anyone on the phone to ask who I need to speak with to get this resolved. IF ANYONE has any advise of how to get ahold of someone at the company I would love to hear it.
Thank you.
Aislynn
Salt Lake City, Utah
U.S.A.
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