Consumer complaint received 2020-01-15
Company: Ocwen Financial Corporation
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Let me start off by saying I submitted a Quit Claim Deed to have my mother removed off of my mortgage in XX/XX/XXXX or XX/XX/XXXX possibly before then and never received confirmation that the process was completed and my mothers name is no longer on the paper work and signature no longer required for documents. I was called by I requested a modification in XX/XX/XXXX and it was finally approved to begin trial payments XX/XX/XXXX. I completed all trial period payments for XX/XX/XXXX, XX/XX/XXXX,  and XX/XX/XXXX. Starting in XX/XX/XXXX I called PHH to follow up on the approval of the modification and was advised it could take 30 days to get a final decision. I called in several times and each time I asked if I should be making a payment and was told not during the review period. After months of not hearing from my Account Relationship manager XXXX XXXX ID # XXXX, I get a call last week to tell me the modification was denied because of a missing signature from my mother. I have called in and requested to speak to this man and never got a call back. He then proceeds to tell me that the modification can be reversed if I can make a payment for over {$3000.00} by the end of XX/XX/XXXX. I advised him of the Quit Claim Deed and there should never have been a second signature requirement and he was not able to assist me. The first time I called him was last week after he called me I asked for a call back and was told he would call the next day and a whole week went by without a return call after it was emailed to him by the rep I spoke with. I called him back on XX/XX/XXXX and he was not able to assist and after several requests for a supervisor he transferred the call to XXXX XXXX ID # XXXX, who reviews my chart after I had to yet again explain the reason for the call. She tells me she can see that the quit Claim Deed has been received, but does not know why it was not processed and the name removed from the account. XXXX tells me she will call me back tomorrow after reviewing and following up on the Quit Claim Deed. I did not receive a call back by XXXX CST on XX/XX/XXXX so I called back to PHH, XXXX XXXX ID # XXXX answered the call, transferred me to XXXX XXXX ID XXXX XXXX, who transferred me to XXXX XXXX ID # XXXX who told me his manager was not available and she would call me back as promised by the end of the day. At this point I am irritated to say the least and I refused to get off the call without speaking to a manager. XXXX about 10-12 mins I finally get transferred to XXXX who again proceeds to tell me she is still reviewing the issue with the Quit Claim Deed and I can overturn the modification by paying over {$3000.00}. First of all the modification should have never been denied and I was advised by your company not to make any payments. XXXX told me that the company will not accept payments while a modification is in review they would have rejected them if you had tried to pay so the rep was correct to tell you not to pay. I asked for her manager and the call dropped. She called back about 5 mins later and the call ended up dropping again. I will be filing a formal complaint with the mortgage department for the State of Texas. This is a nightmare to deal with. Then on top of all of that I get a letter in the mail on yesterday that my home is being moved into foreclosure, but you want to call me back 24-48 hours after an issue is found like there is no urgency to the issue. I was alos told I could request another modification ad it would take 2-6 days for it to be received via email. The treatment I have received from PHH is just as bad as when I was with Ocwen!! XXXX

Company response to consumer: Closed with explanation