Ocwen's 15 Point Loan Servicing Customer Commitment Plan

Ocwen specializes in the servicing of residential mortgage loans. We promise you our total commitment to provide the highest quality in customer service. Keeping you satisfied with our service and current on your mortgage loans is good for everyone: you build equity in your home and improve your credit rating, and we benefit from your business. To achieve these mutual goals, Ocwen is committed to the following "15 Point Loan Servicing Customer Commitment Plan."

01.	Ocwen will post all customer payments timely and accurately through our third-party lockbox service and our internal processing center.
02.	Ocwen will give you payment reminders both by phone and letter when we see that payments have not been received by the contractual due date. By doing this, we help you avoid late fees, maintain the best possible credit rating and avoid foreclosure.
03.	If your loan becomes delinquent, Ocwen will assist you in a professional and consultative manner to work out a fair and reasonable resolution, such as a repayment plan, to avoid a foreclosure. We will also provide information about homeowner counseling and credit counseling services that may be able to provide further assistance to you. For additional information regarding homeowner counseling and credit counseling services, click here.
04.	Ocwen will respond to all written customer complaints within 15 business days. If we are unable to fully respond to your issue within 15 business days, we will explain why additional time is needed and provide you an estimate of when we expect to be able to reply.
05.	Ocwen strongly encourages you to use our monthly escrow account service for paying your taxes and insurance so that you can spread these expenses over 12 months. As is more fully explained during our "Welcome Call", and on our website, establishing an escrow account with us is free of charge and provides many benefits to you. For additional information on setting up an escrow account, click here. You will be able to print the necessary form on-line.
06.	If your loan is escrowed for taxes and/or insurance, Ocwen will pay your taxes and insurance timely and accurately so that you receive the benefits of all discounts. If Ocwen fails to pay your taxes and/or insurance in an accurate or timely manner, you will not be responsible for any penalties or interest. If you pay off your loan, we will promptly return to you any remaining funds in your escrow account.
07.	We will report your payment history to major credit reporting agencies on a monthly basis. If you consistently make your payments on time, this may improve your credit history so that you can benefit in future credit transactions.
08.	When Ocwen obtains the privilege to service your loan, we will contact you by phone with a "Welcome Call" within the first 30 days to introduce ourselves, review and confirm your loan information and answer any questions that you may have. If your loan recently transferred to Ocwen and a welcome call has not been completed,click here to log into your account and verify the information provided to us by your prior servicer. This is important for the proper servicing of your loan. By using Wiz, the Ocwen Wizard, you will be able to complete the Welcome to Ocwen script. To log into your account, you will need your Ocwen User Id and password. If you do not have a User Id and password, please click the New User link located below the online sign in area of our home page. Within a few days of first receiving your loan to service, Ocwen will send you a "Welcome Letter" and an account statement with your first month's payment coupon. Utilizing your payment coupon will help to ensure that your payments are applied to your account timely and accurately. If your loan is transferred from another servicer to Ocwen, we will make every effort to ensure that the transfer is smooth and that all information concerning your loan is set-up in our system accurately. Additionally, if your loan is transferred from another servicer to Ocwen, for the first 60 days after transfer you will not be charged any late fees or have negative information reported to the credit bureaus if your payments are sent timely to your prior servicer. Ocwen will work with your prior servicer to make sure your payment is forwarded to Ocwen and posted to your account accurately.
09.	Ocwen will ensure that our Customer Relations, Research, Early Intervention and Home Retention Consultants are well trained, professional, courteous and consultative in all interactions with our customers. We will provide periodic sensitivity and diversity training to all of our staff. We will make every attempt to meet the multilingual needs of our customers. If you are not satisfied with how your loan is being handled, we will make a supervisor available to you. If you are still not satisfied, you may contact our Consumer Ombudsman at (800) 390-4656 or Ombudsman , or you may mail your concerns to Ocwen Financial Corporation, ATTN: Office of the Consumer Ombudsman, P. O. Box 785061, Orlando, FL 32878-5061 for further assistance.
10.	Ocwen will issue payoff quotes within four business days of an authorized request. If we are unable to meet that timeframe due to the unavailability of information, we will contact you to advise you of the delay. To request a payoff quote click here .
11.	If you are required to maintain adequate hazard and/or flood insurance on your property as part of your loan agreement and Ocwen determines your coverage is not adequate or has lapsed, we will notify you at least two times by mail, the second notice by certified mail, before purchasing adequate insurance for you. We will not have a policy issued on your behalf for at least 60 days after the lapse in coverage, and your account will not be billed for the premium for at least 80 days after the lapse in coverage. If we do purchase insurance for you and later are provided confirmation of continuous insurance coverage on your home, we will credit your account for any premium refund due within 5 business days. If lender placed insurance has been assessed to your loan and you have proof of continuous insurance coverage, and/or you would like to provide updated insurance information via email, click here. You may also fax this information to our Insurance Department at (888) 882-1816. Please be sure to include your loan number. Insurance we purchase on your behalf is usually more expensive than insurance you buy, so please make sure your policy does not lapse and that you provide us with the information about your policy when you renew it.
12.	We will offer you flexible options for making payments, including checks, money orders and recurring electronic debit (i.e. ACH). Additional flexible payment options via our Customer Relations and Early Intervention agents, interactive voice-response system and our secure website are also available for a small charge. To enroll in Ocwen's Automatic Clearing House program (ACH), click here to print the ACH application.
13.	Ocwen will comply with all applicable laws and regulations including the Real Estate Settlement Procedures Act, Fair Debt Collections Practices Act, Fair Credit Reporting Act and Fair Housing laws and regulations.
14.	Ocwen will keep your financial information secure and private. We will deny access to your personal account information to anyone who you have not authorized to receive such information.
15.	Ocwen will provide you with complete access to your loan balance and account status through our detailed monthly account statements, our 24/7 telephone voice response system, our 24/7 on-line account information website, and our trained Customer Relations agents and Research staff. We can be reached at (800) 746-2936. For information about your loan on-line, click here. To log into your account you will need your account number and the last four digits of your Social Security Number. Wiz, the Ocwen account Wizard, will walk you through your account, answering many of your questions.