Consumer complaint received 2022-07-22
Company: Ocwen Financial Corporation
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
PHH / XXXX XXXX is scattered, each rep we communicate with ( in the past 2+ years ) gives different info. We are informed of details then the rug is pulled out from under us. In the past 9 months the contradiction increased. Here we will cover several more serious incidences of deception, lies, bad advice, contradictions that occurred in the past 2-months ( or so ) as they are ( to us ) a lot more grievous.

Situation; Covid & storm damage ( home is under repairs ). PHH is well aware of this.

In brief... 
1, In XXXX, a change lock notice was posted on the home 's door by a company called XXXX ( who works on a call back bases only ). We called PHH who denied any knowledge of this. Then we get an Email weeks later indicating they backed guardian off. More threats & intimidation. 
2, PHH hires an appraiser who ( in the report ) claims to be no building inspector. But played insurance adjuster and listed the repairs as ( about $ XXXX we read the appraisal correctly ). Then used these arbitrary figure as a value reduction in his ''official '' report, making it look like we have equity. Others state the damage is $ XXXX. Our attorney is working on the carriers bad faith for failing to pay. ( Another story for another day ) 4, PHH 's Motto '' helping the home owner is what we do ''. But, we are informed we have equity, they can't help. No clear answer. 
5 We offered PHH a $ XXXX short pay off / settlement. No counter, out right denied. We offered $ XXXX short pay off. PHH Emailed us stating the investor countered at $ XXXX. We accepted the counter offer. PHH Emailed stating ''we 'll move fwd w/ the settlement ''. A few days later we are informed the investor denied the $ XXXX. Each time we were forced down a garden path, jump thru hoops ( more hardship ) w/ no fruit at the end of the day. 
6, We are informed by many many PHH reps the foreclosure was on hold for some unknown reason, not the case as of XXXX. No one at PHH said a word in all our communications.

7, As of this Complaint, no one at PHH will communicate w/ us. We MUST go thru one dedicated party who is failing to address our questions and concerns.

8, We asked why the investor denied their own counter offer? XXXX stated ''We have equity ''. This is Illogical and misleading.

9, We asked, why did the investor make the counter offer if they knew we allegedly have equity? No viable answer came forth. 
10, We last spoke w/ XXXX XXXX XXXX stating he will have answers by XXXX, XXXX XXXX. After a dozen calls & Emails to PHH in the past few weeks, it's now XXXX, no response or clarity. 
XXXX, PHH keeps sending us USPS mail & Emails that read ( in part ) ''Just because your forbearance is ending, doesnt mean youre on your own. Were here to help you get back on your feet ''. When we make contact w/ the phone # in the communications. We are told, we have equity they can't help or we need to call XXXX. Another series of misleading, deceptive communications that fail to live up to the intended claim. 

Note ; PHH works on call backs. These call-backs take days, in many cases appointments are weeks out. We have been displaced and have very limited services. Most communications w/ PHH has been thru Emails. PHH holds fast to ''one size fits all ''. This ''Do n't call us- we'll call you '' attitude is yet another hardship on us.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation