Consumer complaint received 2020-09-30
Company: Ocwen Financial Corporation
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
What is this complaint about? 
Refusal by PHH Mortgage services ( PHH ) to evaluate my loss mitigation application stating I did not reached out to them six months before the Mortgage Ballon and their refusal to release the investor ( s ) related to the loan. 

What type of problem are you having? 
The PHH Mortgage Services Companys ( PHH ) refusal to look at, and properly review my application for a modification insisting that it should have been submitted six months before the ballon became due. However, when I reached out to PHH on XX/XX/2020, I was told that it was too early to determine any course of action and I should contact PHH in XXXX or XX/XX/2020. 

What happened? 
On XX/XX/2020, I received a letter from PHH dated XX/XX/2020. I placed a call to PHH on XX/XX/2020. I introduced and verified my identity and told the representative that I am calling about the letter I received on XX/XX/2020. Then I introduced my daughter, XXXX XXXX, and asked if she can speak on my behalf. The representative spoke with my daughter and I about my concerns. While speaking with the representative, my daughter asked that she would like to know what can be done if we did not have the lump sum amount that will be due on XX/XX/2020. She also asked if I would be qualified for a modification or refinance. The representative told us that it was too early to determine any course of action. Then my daughter asked, when it would be an appropriate time to reach out back to the bank. The representative told us we should reach out to them in XXXX or XX/XX/2020. My daughter wrote the months down so we can remember to reach out to the bank. 

A second letter was received on XX/XX/2020, dated XX/XX/2020, and I reached out to them on XX/XX/2020. The representative stated that PHH is a XXXX Company and that PHH will not be doing a modification. They suggested that we should speak to the refinance department, which they tried to transfer me over but they were having trouble with the connection. Every time they transferred us over, the phone would hang up. However, I called back PHH to let them know that the call did not go through and they transferred me again but the call still could not go through. The representative had given me the number for the refinance department XXXX XXXX XXXX XXXX which I also tried calling but could not get through to them. 

On XX/XX/2020 the same day, after trying to get the issues resolved with PHH with no clear direction, I reached out to XXXX XXXX for help in resolving the issues and they have been in contact with PHH on my behalf since then. 

On XX/XX/2020 XXXX sent a complete package to PHH for them to consider a modification on the loan so that it will give me time to pay the amount that is due. However, they did not even review the information that was sent, they automatically rejected the document because they stated that I did not reach out to them until after six months.

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