Consumer complaint received 2022-10-05
Company: Ocwen Financial Corporation
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/2022 XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Texas XXXX Loan Number XXXX Case Number XXXX PHH Mortgage Services Escalations Department XXXX XXXX XXXX XXXXXXXX XXXX, NJ XXXX XXXX XXXX XXXX, I am humbly requesting an appeal to the decision to repost our home to the foreclosure list scheduled for XX/XX/2022. The entire process that we entered has been disastrous, absolutely everything concerning the request for a loan modification has been inconsistent and misleading. Starting at the beginning XXXX helped me sign up for access to the XXXX XXXX XXXX so that I could submit and receive information quickly. 
Access to the XXXX XXXX XXXX  was revoked Our initial request for a loan modification was denied We never received the denial letter On XX/XX/2022 a customer service person email me a copy of the denial letter I quickly researched what options I could find that PHH Mortgage Services offered as well as what options XXXX offered. 
I requested an appeal I was told that during the appeal process our home would not be subjected to foreclosure We received a notice of foreclosure on XX/XX/2022, dated XX/XX/2022, authored by XXXX, XXXX, XXXX XXXX XXXX XXXX. 
Our trial period plan dated XX/XX/2022, was received it on XX/XX/2022 due XX/XX/2022 There was no supporting information sent with the trail loan modification XX/XX/2022 payment {$8700.00} XX/XX/2022 payment {$8700.00} XX/XX/2022 payment {$8700.00} Other Available Options to foreclosure was offered Short Sale & Deed -in-Lieu We have been immediately placed into foreclosure ( XX/XX/2022 ) On the completion of the trail period what will be our monthly payment? 
How long will the remaining term run? 
How much is the total balance owed? 
Can the trial period plan start day be adjusted we received it on XX/XX/2022 with a foreclosure notice in our possession? 
The questions above which we submitted with no response Twelve days before the first payment was due, we received approval of a loan modification, with absolutely no explanation of any kind, in terms of how the payment was derived or what would be the terms afterwards. 
We requested details of how the trial modification was tabulated. We were told that would be provide by our escalation manager. We scheduled an appointment, which was XX/XX/2022. XXXX XXXX was not the person conducting the appointment, the manager was not able to provide what we requested. The person that conducted the appointment said she would request the information and I would be able to call in five days and receive the information. We were told that customer service would be able to email me the information rather than waiting 10 days for it to be mailed. 
We call back five days later there no information provided, we were told the request was made again and in five days we would receive an email, we have not.

Our last attempt to receive the information was on XX/XX/2022 spending over an hour on the phone, we were promised to receive the information by email, we have not. 
Today is XX/XX/2022 we have not received the requested information. 
We received a letter from PHH dated XX/XX/XXXX. 2022 stating that The Request for Mortgage Assistance was Received and complete as of XX/XX/XXXX. 2022. 
On XX/XX/2022 dated XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX. reposted our property for foreclosure XX/XX/2022. 

In closing, the information we ask for seems like it would have been the same information needed to create a trial modification. Understanding our payment after the trial period would be critical to know. As I stated initially, this process has been inconsistent with irregularities to say the least. We scheduled several appointments with our Escalations Manager to no avail and her replacements for the appointments had little or no information to provide and even less resources. 
It appears that the entire balance is being charged with no concessions, nor did we request any. We think it is only fair to know what is in the contract. We should have an opportunity to consider everything and sign on knowing what our commitment will be. 
Genuinely, XXXX & XXXX XXXX

Company response to consumer: Closed with explanation