AURORA, Colo. -- A loan service company based in Florida has one Aurora man afraid he's about to lose his home.
So he reached out to the FOX31 Denver Problem Solvers trying to find help.
We have been digging, working for weeks to help solve loan collection problems for a man in Aurora who said he's also dealing with a language barrier.
But we found the company has more barriers than just language, when it comes to dealing with frustrated customers.
Vi K. Tran shows us some of the paperwork he says he's collected. He’s trying to keep his home in Aurora from going into foreclosure.
"I'm so upset about it,” Tran said. “I want to solve the problem; they don't want to."
"They" is Ocwen Loan Servicing of central Florida, essentially a debt collection company now handling his mortgage after he ran into some hard times.
"They told me 'your house will go into foreclose,'” Tran said. “I say ‘What?! What? I been making payment.’"
He showed us canceled checks on payments he made but claims the company told him they had returned those funds.
“We have thousands of complaints,” said Holly Salmons, the director of the Better Business Bureau in central Florida. “The company responds sporadically. I would say at best they have responded to a small fraction of the complaints."
Salmons says more than 3,000 complaints are in the BBB’s files.
"Consumers try time and time again to communicate with the company. Certainly Better Business Bureau is not their first line of action: They come to us as a last resort," Salmons said.
Tran says he worked out a payment plan that would prevent foreclosure.
“’OK, you can pay to us whatever you can.' Then I say that be fine," Tran said.
He claims he sent payments from June 2014 until May 2015, but his account was not credited.
"I just wondering how come I been made the payment, [but] I didn't have any statement from them or even any letter from them," Tran said.
Salmons said situations like Tran's are similar to those reported in other customer complaints.
"The company either doesn't follow through with or doesn't communicate the completion of plan ... and we see consumers who report their homes then going into foreclosure," Salmons said.
After repeated attempts by the FOX31 Problem Solvers to get some answers, the company sent us this statement which reads in part:
"Ocwen is committed to helping all of our borrowers. If a matter is raised, we attempt to work with the borrower promptly to find a potential solution. We have recently been in touch with Mr. Tran and will continue to explore a potential solution."
"I want to let you know and everybody in America know that this company is scam," Tran said.
Late Thursday, a spokeswoman for Ocwen told FOX31 Denver the company is currently reviewing Tran's file and will try to work with him to resolve the problems.