Consumer complaint received 2019-09-24
Company: Ocwen Financial Corporation
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I applied for a loan modification on XX/XX/2019, I submitted all documents in a timely manner however, PHH still had me to constantly update documents every three months due to expired documents. On XX/XX/2019, I called PHH Mortgage for modification status and was told by PHH associates congratulations your modification was approved and she gave details about the amount, when the first payment is due and they are mailing out the approval for us to have it witnessed by a notary, first payment is going to be XXXX XXXX with a trial period we were so thankful and excited and called the bankruptcy attorney that we were approved so we can file chapter XXXX. On XX/XX/2019 I gave PHH another call looking for the approval and they stated it was told to you, it was approved but it was a mistake and for us to resend more documents. I explained to the agent we were approved and he said yes the phh associate did document that she had informed us of the approval and to wait for the documents to come in the mail. He reassured us that we met the qualifications just send in the update information so they can update it ( see attached appeal explaining all the twist and turns of this entire journey ). I ask for phh to send a letter stating we were given false information regarding approval so we can get back in good standards with the bankruptcy court, which they refuse to state that they misled my husband and I from XX/XX/XXXX to XX/XX/XXXX, when we finally got the denial. I did an appeal stating details about our complaint which they denied. The problem is phh fraudly stated in writing we were never told we were approved but I have recordings from two separate phh associates stating that the caller did tell us we were approved and its also recorded that we met the requirements as well. I only want phh to address the fraudulent documents that was sent to my home giving a explanation on the XX/XX/XXXX call stating they never told me verbally I was approved. I only recorded phh because they were erasing call logs and replacing it with information that help there case. I need phh to give a transcript of that call in XX/XX/XXXX, to prove they are misleading clients and taking them for granted during some of there hardest time. I have recording of phh supervisors with the Id number proving phh did inform us of a verbal approval, all I ask for them to do is to admit the misleading information give to my husband and I. Im asking for a letter from phh associates to our bankruptcy court judge so we can work out another financial plan but they refuse instead they would rather create a fraudulent document. Im going to send a copy of the entire appeal so you can see the harassment and misleading information that cause us this hardship with my trustee.y, XX/XX/2019, XXXX XXXX, XXXX XXXX <XXXX> wrote : Im appealing your decision to approve our modification. I have given all documents in a timely manner and even when you allow three months to pass I gave you updated documents. On XX/XX/XXXX we called your modification department to check on the status and we were put on hold the lady came back and said the modification was approved she gave me the amount and when the first payment was due she stated they were mailing out the modification for us to get it Notarized, we were so relieved and bless with that information. On XX/XX/2019 we called back and ask what happened to the letter and he stated we need more updated documents, I was confused and ask him dont you see it was approved he said yes, but we just need to get a updated application. I couldnt believe what he was saying they ask my husband and I to do the entire thing over. I said to him this is harassment and its due to you guys withholding the approval, your employee reassured us that we met the requirements they just need a update application. I had this modification in process since XXXX of 2019, every time something was needed I was able to send the same day. I have proof that the modification was approved even though you guys illegally erased it on your system. I have the entire conversation on XX/XX/XXXX, recorded and its my proof to show you guys were discriminating against my husband and I. My husband income decrease and now Im in bankruptcy paying extra XXXX a month. Because your company took away the modification you had put us back in a financial hardship because we were waiting for the letter of approval. Your department didnt understand the extra income on my account so I explain its Social security for my adult XXXX daughter which I have to pay her bills and rent for every month, the XXXX a month is not my money its my XXXX daughter, another issue was the increase to my pay from XXXX to XXXX the purpose of this increase is for medical rentals and supplies I have XXXX medical fragile infants that need XXXX  XXXX. Im hoping we can resolve this issue with out legal assistant because you took back the modification after you went to bankruptcy court your attorneys want me to agree to the unrealistic terms. Im losing sleep due to this situation and dealing with XXXX because you are giving out false information and removing transcribe notes from your system stating they did give us the approval. I believe my husband and I was treated unjustly with your company and has cause us now to be behind with the trustee because you said we were approved. If you can please give us the modification that was approved in XXXX this way I can get out of bankruptcy and consentrate on our mortgage. I have the recording showing your staff did give me the approval. I start recording due to your company erasing the XX/XX/2019 conversation witch stated the approval. I can be reach at XXXX XXXX XXXX at any time and if you need to listen to the recording let me know. One of your employees stated it was a mistake if thats the case why erase what your staff indicated to us, the approval, your staff reassured we were going to still have it approved just sent in the updated documents, which turned out to be the entire loan modification package, thats harassment. 
Im really trying to keep my home especially since its modified to care for sick and XXXX children. 

Please help us! 

Sincerely, XXXX XXXX & XXXX XXXX Sent from XXXX XXXX for XXXX View lessThursday, XX/XX/2019, XXXX XXXX, XXXX XXXX <XXXX> wrote : Addendum to Appeal, dated XX/XX/2019 This is additional information that I received from your XXXX XXXX  XXXX  and your associates from PHH. Im very confused and will get straight to my point, I was told by PHH that XXXX XXXX disapprove the modification after careful review of the written denial it clearly states disapproval due to income and mortgage behind more then six months. However, whatever your reasons for denying the modification it still doesnt change the fact that I was approved on XX/XX/3019. This is causing such a snow ball hardship due to my bankruptcy attorney, judge, and trustee they was informed this loan was being modified. The confusion is now with my bankruptcy attorney and trustee because you gave my husband and I false information about the approval the attorney was preparing to discharge my bankruptcy even though we had a agreement for me to pay the trustee XXXX XXXX month plus mortgage. My husband and I just got the disapproval on XX/XX/2019 and this has yet put us behind again with the trustee and bank because we thought our loan was approved. Im asking for you to send s letter to my attorney and judge stating the false information given to us which cause us to be behind in the new agreement with the bankruptcy court. All of my conversations with PHH is  recorded to show proof of how my husband and I was mislead. My family plan is to keep our home since its modified for XXXX  and sick babies. Whatever the reasons for denial by XXXX  XXXX it was revealed months to late. Please expedite this matter so we can focus on our very sick kids. Due to the false information you have now put my agreement with the courts 3 months behind including XXXX please help resolve this matter ASAP. I can be reached at XXXX Im begging for a solution to keep my home. 

Sincerely

Company response to consumer: Closed with explanation