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1.5

I am very disappointed with the way my request for a payoff statement was handled. I contacted Ocwen two weeks before my scheduled closing date with my request.

Two weeks later, on a Monday, I called to follow up since I had not seen or heard anything. The representative I spoke with said that there was a computer glich and my request was never processed. They would request again but it would take 24-48 hours. I let them know my closing was that week on Thursday and needed it as soon as possible.

I called back on Wednesday to follow up and was told that it would take another 24 hours but was never given a reason why additional time was needed. I explained to them that the closing was scheduled in less than 24 hours and requested it be escalated. I even spoke with an escalation manager who assured me she would call me before the end of her day (9 PM ET) to give me the status and that I was also free to contact her. I called her at 8:30 PM ET and left a message and never heard anything.

I then called Thursday morning to find out where the payoff statement was since my closing was taking place that morning. When I called I immediately asked to speak with an escalation manager. I then reviewed the whole timeline with her and asked where in the process the payoff request was, explaining that the scheduled time for closing had already passed. I was told this time that the good through date was incorrect on the request and would take another 24 hours!

This manager ensured me that she would escalate the request call me before close of business at 5 PM ET to let me know the status. Well, I never heard back from her. Shocker! I am extremely, extremely disappointed with Ocwen for their lack of timeliness and customer support, or really lack of.

Ocwen is so quick to call if the mortgage payment is late, even though being told repeatedly that the house was under contract and would be closing that month and that a payoff was requested, but so lacking in providing support to current customers who want to pay their loan off. If my buyers decide to pull out of this sale, I will let the property go into foreclosure. I REFUSE to deal with Ocwen any longer! If Ocwen had informed of the computer error two weeks ago when I first placed my request, all of this frustration and disgust could have been avoided.

No one called to inform me of any computer error, and every time someone said they would contact me to inform me of the status they never did. I am not the only one who encountered this problem either. The title company handling my closing called every day the week of closing and was always told some excuse and that it would take 12 hours. Well 12 hours came and went about 4 times.

Nothing was ever sent. I have never experienced such bad customer service. EVER.

Not only am I posting my dissatisfaction of my experience but am also reporting this behavior to the Better Business Bureau. This is unacceptable.

Reason of review: Order processing issue.

Ocwen Cons: Unable to get payoff request in timely manner, Different answers each time called, Did no follow through as promised.

Location: San Diego, California

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You shouldn't have waited two weeks to confirm they were in receipt of your pay off request..

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