Consumer complaint received 2022-02-10
Company: Ocwen Financial Corporation
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
-We had a reduction of income due to a death in the family so we couldnt qualify for a loan modification. 
We are now able to make a modified payment because our income has changed and improved. 
PHH began a judicial foreclosure and obtained a judgment against us but they kept sending us letters indicating we could apply for a loan modification and avoid the foreclosure. 
Once we got to a place where we had sufficient income to be able to qualify for a loan modification, we prepared a loan modification packet in XX/XX/XXXX and sent it in. 
We were in constant communication with our contacts at PHH, when we could reach them. Often we were just sent to whoever PHH chose to have us talk to and we got a lot of runaround, but we kept following up. 
By the time the sale was scheduled to occur in late XXXX, we were being told we had been denied a loan modification because we didnt provide Profit & Loss Statements to support our self-employment income. 
As soon as we heard about that from someone on a phone call with PHH, we got to work in preparing XXXX & XXXX and got them sent over to PHH as soon as we were able. 
We were told we would receive a Denial Letter from PHH about the denial and we eventually received it, but it was dated XX/XX/XXXX and we didnt receive it until XX/XX/XXXX. 
After we sent in the requested documents, we kept following up and getting the runaround from PHH about whether or not they were going to review the new documents. We were told by some PHH employees that they were reviewing the modification but then we couldnt get straight answers from others. 
We reached out to our current lawyer, XXXX XXXX, and she got in touch with the attorneys for PHH to demand that the sale date be postponed while PHH was reviewing the newly submitted documents. That got the sale date continued for one week but during her communications with the lawyers, we learned that we had been denied again because PHH was just refusing to review the documents. 
We kept working with PHH and making contact with our contacts and submitting the new documents they were asking for. At one point, we were told that we had to submit a completely new packet and re-sign everything. So, we did so within XXXX hours of the request from PHH. 
XXXX XXXX was able to argue to the attorneys for PHH in the foreclosure that we were entitled to more time to get our loan modification application properly reviewed. The sale date has now been continued to XX/XX/XXXX. 
Since that extension, we have continued to follow up and we keep getting conflicting information from PHH. Some of the people we speak with tell us that our application is being reviewed, but then we are told by others that PHH can not review it because it is too close to the sale date. We have also been told that PHH employees can not continue the sale date. We know that that isnt true. Of course they can do so. It is their loan and they can tell their lawyers whatever they want. 
We have spoken with the following PHH employees in our efforts to get answers : XXXX XXXX, a PHH supervisor and current id # osc Relationship manager XXXX XXXX # bia XXXX # XXXX We have had scheduled meetings with numerous others PHH has requested new documents on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and the demand for an entirely new packet was made on XX/XX/XXXX. IF PHH WASNT GOING TO REVIEW OUR DOCUMENTS, WHY WAS IT ASKING US TO SEND THEM IN? 
-We were also told that the sale date would be moved by some of the PHH employees while the documents where under review! 
-We have advised that we are appealing their denial and requesting that they move the date again to review the requested documents by the escalations team. 
After we sent more documents on XX/XX/XXXX, we were told on the phone by XXXX # min on XX/XX/XXXX that they received the documents and they were under review and that again we needed to sign additional documents to be signed and dated. 
We were also advised that we needed to request an extension of the foreclosure date from our relationship manager XXXX, but she has always been unavailable. 
We were finally contacted by XXXX and she claims she was unable/refused to move the sale date because her of lack of authority and scheduled a call back from XXXX XXXX a supervisoXXXX We are awaiting a call back from XXXX XXXX as of XX/XX/XXXX.

Company response to consumer: Closed with explanation