Consumer complaint received 2023-11-28
Company: Ocwen Financial Corporation
State: WV
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage
Sub-issue: Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure

Complaint:
My mother became ill last year and I had used up sick time and PTO after XXXX XXXX just prior to that. I took additional time off to be with her during her passing in late XXXX XXXX, resulting in several lost work days/time. I became 2 months late on my Mortgage. Then in XXXX my checking account was compromised, losing just over {$2000.00} on the deposit day. As my account was locked for 2-3 weeks to be investigated and return of funds, I was nearing being late on a third mortgage payment. I called my servicer ( PHH/Ocwen ) XXXX They offered me a forbearance due to hardship ( namely covid ). This was for 3 months. Nearing the three-month end, I had not heard from them and called them. I was asked if I could resume my payments, and I verified that I could. They declined this and extended my forbearance, against my protest, for an additional 3 months. Again, at the end of this 3-month period, I had to call them. They sent me a loan modification request. I got it notarized and sent it in. They sent me a vague letter that it had been declined. When I called, I was told that I had not signed my maiden name on it. This was not indicated in the 'sign here ' area and was not instructed in the ( again ) vague packet they sent me. They told me how to sign and I took a second pack to another notary, sent it, and they declined it because the notary had not signed it the way they wanted. When I called, they said they would send me a notary from the company, who knew how everything needed to be. When I met this notary, I discussed the issue, and she reviewed the info from the pack. She saw no indication to sign any differently and actually instructed me to sign as written. This third attempt has just been denied, the modification has been cancelled. I called the company, after receiving that third and final declination letter, and the person acknowledged it was a clerical error on THEIR part, in underwriting. The representative said she was sending an appeal and a new packet to me to reapply. This I know will be declined, as the hardship has passed and XXXX relief has ended. I owe just over {$26000.00} on my mortgage and the home beside me, less square footage, yard etc, just sold for $ XXXX. PHH/Ocwen has been sued for {$74.00} XXXX in 2017 by the US government XXXX XXXX XXXX XXXX due to fraudulent loan activity. They have had numerous other filings listed against them. I contacted legal assistance through a HUD referral. They representative told me this is a predatory lender, well known to him. XXXX, my legal representation has started a Lender Compliance Program with me and have reassured me that PHH can not foreclose and that I will protected. This service is costing me {$4000.00}. I have not received any letter of demand yet or any threats or letter/talk of foreclosure. However, I feel my home is at stake here and feel the foreclosure laws of WV do little to protect the buyer from these lenders.

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