Consumer complaint received 2022-11-21
Company: Ocwen Financial Corporation
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
To whom it may concern, I have tried relentlessly to resolve this issue with PHH Mortgage. My name is XXXX XXXX and my loan number is XXXX. PHH gave me a loan modification after my forbearance then closed it prematurely stating my modification agreement was not returned on time. They closed the modification workstation and they denied it. I mailed the agreement back on XX/XX/2022. I was due back by XX/XX/2022. PHH sent me a letter dated XX/XX/2022 stating I refused to send the modification agreement back on time. I filed a complaint PHH then sent me a letter apologizing stating they had made an error and instructed me to send in the expired agreement along with my XXXX and XXXX payments. I sent in the mod agreement and the XXXX payments certified check from my bank and a signature required upon the envelope being delivered. It was delivered on XX/XX/XXXX a PHH employee signed for it. PHH then told me they got the mod agreement but no checks and I would have to send in a new packet to reapply for a modification. Upon several occasions I contacted them persistent that I mailed it and someone signed therefore they ought to find it. I was then told after weeks of back and forth with them to send in the proof to the research team. I asked my XXXX daughter XXXX XXXX to use her email to send to the research team as I was locked out of my XXXX account. I was then told that they found they checks 2 months later and it was fine it will be applied to my account and the modification will be acceptable they just needed to get some documents from the loss mit team. Suddenly another letter appeared at my home stating my checks were no good and I need to send in a 3rd party authorization for the email that was sent to the research team. I XXXX XXXX has been communicating with the mortgage company myself. Every attempt to resolve this issue PHH dropped the ball keeping me delinquent. I am very sick, exhausted and fed up with PHH. I have lost XXXX lbs because of stress with this situation. They are not competent to even receive an agreement and XXXX checks to apply to the borrower loan without antagonizing and tormenting the borrower for months. I lost my husband during XXXX and I can not afford to lose my home. Can you please once again TRY to ensure PHH does their job correctly without frustrating a borrower as if they just want the house back. Ive have complied with every request from PHH but they are simply tormenting me. A situation that should have been resolved since I mailed my original modification agreement on time should have been resolved. PHH is stating that my investor is saying my loan can not be modified again. I havent had a chance to get use of this modification because first the closed it prematurely, then in my second attempt to resolve they lost my checks for 2 months. This is inhumane the wringer they are putting the borrower through. Thanks in advance for your help it is appreciated. If theres nothing you can do to help I will be forced to get an attorney to help resolve. Both times I followed directions provided by PHH they sabotaged me. 

Best Regards XXXX XXXX

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