I recently received a flag on my credit regarding an unpaid debt with Ocwen Federal Bank. This is the first time I had heard of the bank so I tried to call them with the intent of requesting some information regarding the account in writing.
The first time I called the automated voice system requested my account or phone number. I gave my number and it was the account number was invalid. I held on the line to speak with a representative and I was automatically transferred to an agent's voicemail. I left a brief description along with my number.
As I went about my business I got suspicious about the call so I decided to try calling again. Twice I called bck and went through the same scenario. Finally, after calling the fourth time I spoke with an individual named something like Moushin. He was unable to find any information regarding my account (or perhaps was having as much difficulty understanding me as I was him). Finally he asked me to hold while he transferred my call. No sooner did he finish asking than I heard a dial tone.
I tried calling back and after, once more, receiving voicemail, was able to speak with an individual named Abib. I gave him my information and he asked me to hold while he pulled up my account. I was on hold for about five minutes when I was once again disconnected.
I called again and this time spoke with a man named Val Vouva. He again said he was unable to pull up any information regarding my account so I requested to speak with his advisor.
After being on hold for a couple more minutes I was transferred to a lady named Angel Powell. She was the first person I spoke with who spoke intelligible English, but she was a phone sales representative with the home enrollment department. She was unable to transfer me and had no number which I could call to speak with the right department.
I called again and spoke with Richard Ramos. After explaining my difficulty and being on hold for over twenty minutes he was able to find my account. The name and social security number were mine, but the address they had on file was a relative's and they had no phone number for me on file. I gave him my correct address and requested they send me some information in writing. He asked me to hold.
Finally a lady named Tammy Wallace came on the line and requested my address again. She promised they would be sending me information regarding the account immediately. I made eight total calls, spoke with six individuals, was disconnected twice, knowingly transferred to the wrong department at least once, and spent easily more than two hours on hold all so they can send me an inquiry letter.
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