Ocwen is one of the most frustrating companies I have ever dealt with. They purchased our home loan from the original company a few years ago and we have had nothing but major headaches since then. We have dealt with them for over two years trying to get a loan modification agreement straightened out because they actively try to create problems with it... "losing" documents, changing terms after-the-fact, ignoring dates when it is advantageous for them, feigning ignorance of documented telephone conversations, taking months to "research" questions/requests for information.
Any time that I have called ocwen, several problems are always faced. First, the call will be routed to an incorrect department - - i. E. , if I call the number for the home retention department, I will be routed to the customer service department. Second, the phone reps will typically either not want to transfer me, not know how to transfer me, or will disconnect me in the process of trying to transfer me. The phone reps are typically extremely rude, do not accurately listen to the customer, will consistently repeat the same script no matter how inaccurate or inappropriate it is to the given situation, are poorly trained, and are usually incomprehensible. I have had reps laugh at me (Not with me, but at me) , ridicule me, refuse to transfer me to a supervisor, lie to me, try to keep me from speaking, promise to "document" something on our account and never actually do it, and commit any number of other egregious offenses. Most calls are routed overseas to an indian call center and they have no clue what goes on here in the states. The call center reps are typically even more clueless than their us counterparts. I don't think I have ever spoken to the same person twice - - if you ask to speak to a certain rep, forget it - - either you will be refused your request right off the bat, or you will be placed into phone queue never-neverland, or you will be disconnected. Speaking to a supervisor is also a no-no - - most of the phone reps will actually argue with you when faced with that request, or will put you through to some voicemail prompt from which you will never receive a callback. Some of them will simply say ok and then place you into interminable hold... Just for fun, I actually stayed on the line one day when I was told I would be transferred to a supervisor. I clicked on my speakerphone and went about my business. Two hours later I was still holding for that supervisor.
The computer system at ocwen is archaic and pretty much useless. Worse than useless, it actually creates many of the problems we face with them. There is not just one comprehensive system in use at ocwen - - there are at least two systems in use by different departments, and likely more given the kafka-esque conversations I have had with ocwen reps. None of these systems communicate with the others in any meaningful way, and data is guaranteed to be either mangled or lost. One department does not know what another department has done, and there is no way that they will believe what you tell them has been done. Often, I am told by the customer service people that I need to speak to the home retention folks... And the home retention folks then tell me that I need to speak to the customer service people. And it can take hours just to be transferred from one department to the other, if that actually even occurs successfully.
One of ocwen's favorite tactics is to just shuttle paperwork, calls, correspondence, whatever, back and forth between departments until the clock runs out. Then they will act as though they never received anything, never spoke with you, never knew anything.
If you have any choice in the matter, stay away from ocwen... Far, far away