Consumer complaint received 2023-05-03
Company: Ocwen Financial Corporation
State: MD
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
Dear XXXX, Our records indicate the HAF Assistance program was denied as it is outside of state HAF guidelines. No more modification is allowed on the account. 



This account has been assigned a Relationship Manager as a single point of contact. If you have any questions regarding the account or options that we may have available, you may reply to this email or contact our Home Retention Department at ( XXXX ) XXXX to speak with the Relationship Manager, XXXX XXXX. XXXX is your designated contact for inquiries and the submission of documents as needed. 



XXXX XXXX PHH Home Retention Department is available during the following hours : Monday Friday : XXXX XXXX to XXXX XXXX ET For your protection, we have removed any personally identifiable information from your original inquiry. 


Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- From : XXXX XXXX XXXX To : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, " XXXX XXXX '' XXXX, Customer Care XXXX, XXXX XXXX XXXX XXXX XXXX XXXX Subject : Funding Denied??? 

Date : XX/XX/2023 XXXX XXXX EDT Dear Maryland Haf Program and PHH Mortgage Services, I am writing to request clarification on the denial of funds from the Maryland Haf Program for mortgage assistance through PHH Mortgage Services. 

As a homeowner who has been affected by financial difficulties, I have been working with PHH Mortgage Services to receive assistance through the Maryland Haf Program. However, I was recently informed that the application for assistance has been denied by the program.

I am requesting clear communication from both the Maryland Haf Program and PHH Mortgage Services regarding the reasons for the denial and any steps that can be taken to resolve the issue. It is important for me to understand the specific reasons why the application was denied and what steps can be taken to address any issues and reapply for assistance.

I would appreciate timely and detailed responses from both the Maryland Haf Program and PHH Mortgage Services. Please let me know what additional information or documentation is needed to move forward with the application and any timelines or deadlines that need to be met.

Thank you for your attention to this matter. I look forward to hearing from you soon. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX Application Number XXXX for HAF Program Attachment of conversation from PHH -- -- -- -- -- Forwarded message -- -- -- -- - From : Customer Care XXXX Date : Tue, XX/XX/2023 at XXXX XXXX Subject : Important Account Information To : XXXX XXXX XXXX, XXXX This email was sent today. I have spoken at length with XXXX XXXX at PHH Mortgage in regards to the modification. I was told that HAF, which is a state program in Maryland, just needs to resubmit a form for the modification and send it to PHH Mortgage. Once, the form has been received by PHH, then PHH needs to send the documents over to Maryland HAF. Once those forms have been received at Maryland HAF, HAF will send the forms for me, XXXX XXXX to complete and then the forms revert back to HAF, to PHH to accept.

I appreciate everyone assisting in this process. Please provide updates.

Thank you, XXXX  -- -- -- -- -- Forwarded message -- -- -- -- - From : Customer Care XXXX Date : Tue, XX/XX/2023 at XXXX XXXX  Subject : Important Account Information To : XXXX XXXX XXXX, XXXX This email was sent today. I have spoken at length with XXXX XXXX at PHH Mortgage in regards to the modification. I was told that HAF, which is a state program in Maryland, just needs to resubmit a form for the modification and send it to PHH Mortgage. Once, the form has been received by PHH, then PHH needs to send the documents over to Maryland HAF. Once those forms have been received at Maryland HAF, HAF will send the forms for me, XXXX XXXX to complete and then the forms revert back to HAF, to PHH to accept. 

I appreciate everyone assisting in this process. Please provide updates. 

Thank you, XXXX Dear XXXX, Our records indicate the HAF Assistance program was denied as it is outside of state HAF guidelines. No more modification is allowed on the account. 



This account has been assigned a Relationship Manager as a single point of contact. If you have any questions regarding the account or options that we may have available, you may reply to this email or contact our Home Retention Department at ( XXXX ) XXXX to speak with the Relationship Manager, XXXX XXXX. XXXX is your designated contact for inquiries and the submission of documents as needed. 



XXXX C/O PHH Home Retention Department is available during the following hours : Monday Friday : XXXX XXXX  to XXXX XXXX  ET For your protection, we have removed any personally identifiable information from your original inquiry. 



This communication is from a debt collector attempting to collect a debt ; any information obtained will be used for that purpose. However, if the debt is in active bankruptcy or has been discharged through bankruptcy, this communication is purely provided to you for informational purposes only with regards to our secured lien on the above referenced property. It is not intended as an attempt to collect a debt from you personally. 



The information contained in this communication is confidential and only intended for the personal and confidential use of the individual or entity to which its addressed. If you are not the addressee ( or authorized agent ) indicated in this message, you have received this communication in error. Please destroy it immediately and notify the sender by reply email as any review, dissemination, copying or unauthorized use of this message is strictly prohibited. 



Click here to Unsubscribe Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- From : XXXX XXXX XXXX To : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, " XXXX XXXX '' XXXX, Customer Care XXXX, XXXX XXXX XXXX XXXX XXXX XXXX Subject : Funding Denied??? 

Date : XX/XX/2023 XXXX XXXX  EDT Dear Maryland Haf Program and PHH Mortgage Services, I am writing to request clarification on the denial of funds from the Maryland Haf Program for mortgage assistance through PHH Mortgage Services.

As a homeowner who has been affected by financial difficulties, I have been working with PHH Mortgage Services to receive assistance through the Maryland Haf Program. However, I was recently informed that the application for assistance has been denied by the program.

I am requesting clear communication from both the Maryland Haf Program and PHH Mortgage Services regarding the reasons for the denial and any steps that can be taken to resolve the issue. It is important for me to understand the specific reasons why the application was denied and what steps can be taken to address any issues and reapply for assistance. 

I would appreciate timely and detailed responses from both the Maryland Haf Program and PHH Mortgage Services. Please let me know what additional information or documentation is needed to move forward with the application and any timelines or deadlines that need to be met.

Thank you for your attention to this matter. I look forward to hearing from you soon. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX Application Number XXXX for HAF Program Attachment of conversation from PHH XXXX XXXX XXXX Attachments Mon, XX/XX/XXXX, XXXX ( 2 days ago ) to XXXX, XXXX XXXX XXXX XXXX XXXX, Customer , XXXX, haf.applications Dear Maryland Haf Program and PHH Mortgage Services , I am writing to request clarification on the denial of funds from the Maryland Haf Program for mortgage assistance through PHH Mortgage Services .

As a homeowner who has been affected by financial difficulties, I have been working with PHH Mortgage Services to receive assistance through the Maryland Haf Program. However, I was recently informed that the application for assistance has been denied by the program. 

I am requesting clear communication from both the Maryland Haf Program and PHH Mortgage Services regarding the reasons for the denial and any steps that can be taken to resolve the issue. It is important for me to understand the specific reasons why the application was denied and what steps can be taken to address any issues and reapply for assistance. 

I would appreciate timely and detailed responses from both the Maryland Haf Program and PHH Mortgage Services. Please let me know what additional information or documentation is needed to move forward with the application and any timelines or deadlines that need to be met.

Thank you for your attention to this matter. I look forward to hearing from you soon. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX Application Number XXXX for HAF Program Attachment of conversation from PHH 2 Attachments Scanned by XXXX XXXX XXXX XXXX Mon, XX/XX/XXXX, XXXX ( 2 days ago ) to me Error Icon Message blocked Your message to XXXX has been blocked. See technical details below for more information. 
The response from the remote server was : XXXX XXXX Recipient address rejected : Access denied. XXXX ( XXXX ) [ XXXX XXXX XXXX ] -- -- -- -- -- Forwarded message -- -- -- -- -- From : XXXX XXXX XXXX To : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, " XXXX XXXX '' XXXX, Customer Care XXXX, XXXX XXXX XXXX XXXX, XXXX Cc : Bcc : Date : Mon, XXXX XX/XX/2023 XXXX XXXX Subject : Funding Denied??? 
-- -- - Message truncated -- -- - Mortgage Assistance Application Hardship Information Trust Acct XX/XX/2023 XXXX  Acct XX/XX/2023 Acct Holder Income Non Acct Holder Documents that were emailed per PHH

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation