Complete lack of moral understanding for the customer...
I have never dealt with a more ethically disgusting company in both my personal and professional lives. As a customer certain rights are to be expected. The right to have an honest service rendered for the money given. The right to a prompt and courteous customer service person on the line to listen and help with any questions or concerns. But the greatest of all is the right to be able to live your life and not have to spend endless hours on hold, be called a liar to your face, insulted beyond your wildest nightmares and then told to have a "good evening".
For the past 14 months I have dealt with Ocwen due to a debt consolidation that I did to help me with my bills. I was just tired of having to pay 8 or 9 different companies on different dates and at different interest rates. Life seemed a little more simple if I had one simple payment.
Out of 14 payments that I made the first 4 were supposedly lost in the mail. I started getting phone calls any where from two to six times a day asking what happened to the payment, why haven't I sent it and if I understood the concept of collection department procedures? My payments go to the Los Angeles address on their statement, from my house I could walk that in 3 days.
Ocwen has claimed that I did not send my payments early enough, that the United States Post Office is incompetent and stupid so they have lost my payments every time and that this is a common problem for them. I got tired of having to lose an average of one to two hours on hold to speak with a person only to be insulted, told that I am lying and quickly hung up on. After two hours of being on hold, they hang up on me!!!
I thought I'd save myself the agony and despair and my wife and I decided to begin sending the payments via UPS, FEDEX and registered mail. This is all at a cost to me, but I figured that maybe it was worth it. Wouldn't you know it, I received a series of threatning phone calls asking why my payment isn't at Ocwen's office. I hung up on them, called UPS for a tracking number and a copy of the signature, called Ocwen back and after the usual 45 minutes on hold, I demanded an explanation and apology for the previous calls.
Even with the tracking number, proof of delivery and a legible signature from Ocwen, I was called a liar, dead beat and a con artist. I was told that the signature was false and that no one by that name worked there. For thirty minutes this BS kept piling up until a supervisor got involved, started a three day investigation and finally found the check on the receptionist's desk. UNBELIEABLE BUT TRUE!!!
After that all of the payments were processed on time and the calls stopped, but it was getting pretty pricey on our end. Do the math. Between 10 to 17 dollars every month to mail my payment for the next 10 months. Cable tv is cheaper than that. I stupidly decided to trust Ocwen again and decided to start mailing the payment again. So far, last month I had to do a phone check with Ocwen because they couldn't find a trace of the payment, and this month the same Damn thing is happening again.
This company makes its living off bullsh*t late charges, outrageous "over the phone payment" service fees and pocketing insurance and interest fees that should go to the companies or customer. Out of ten payments that I made last year, I received a statement for my taxes stating that I only made 5.84 worth of interest payments. RIDICULOUS AND INSULTING!!!
Everyone knows that for the first half of the loan the only thing you pay is interest and MAYBE $50.00 out of $1000 from every payment.
The only resolution that has been offered to me on a constant basis is to let Ocwen have access to my bank account and let them automatically deduct the payment. I could just imagine what would happen if I did that, every month I would have at least two withdrawals from them because they can't find the first one. But of course it would be the bank's fault, not Ocwen's.
All I ask from Ocwen is simple, stop ripping me off with bs late charges, cash the payment on time and give me my free time back, don't have me waiting for hours while you put me on permanent ignore.
I still have not checked my credit report, I will sue if Ocwen has reported me for late charges or anything of that sort.
Luis
Rialto, California
U.S.A.
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