Consumer complaint received 2021-05-21
Company: Ocwen Financial Corporation
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
To : CFPB Date : XX/XX/XXXX LOAN # : XXXX PROPERTY ADDRESS : XXXX XXXX XXXX XXXX XXXX CA. XXXX I write with regards to the above referenced property to which PHH Mortgage/XXXX XXXX is the Mortgagee. 
APPROVED FOR LOAN MODIFICATION In the month of XX/XX/XXXX, I was contacted by PHH Mortgage congratulating me and advising that I have been approved for loan modification. I was further advised that I will receive the approval letter in the mail. The approval letter dated XX/XX/XXXX was thereafter received. By the approval letter, I was placed on a three [ 3 ] months trial plan starting XX/XX/XXXX through XX/XX/XXXX for the monthly payment of {$3800.00} I immediately called PHH and this was once again confirmed to me over the phone and subsequently I signed the necessary documents to ACCEPT the OFFER on XX/XX/XXXX before the deadline of XX/XX/XXXX. Thereafter I made my 1st trial plan payment. I inquired and was advised that the terms of the loan modification will be contained in the permanent modification offer. 
As a matter of fact, I received TWO APPROVAL letters from PHH both are attached as EXHIBITS 1 and EXHIBIT 2. 
My ACCEPTANCE is attached as EXHIBIT 3 and my first trial plan payment is attached as EXHIBIT 4 Based upon this approval I began some remodeling work on the property and further remodeling planned but now placed on hold due to subsequent event mentioned below. 
DECLINED FOR LOAN MODIFICATION I was therefore surprised when I received another letter [ dated XX/XX/XXXX ] from PHH advising me that I was declined for loan modification. I called PHH and I was told that an error was made in offering me the loan modification. I explained to the representatives that I spoke with PHH several times before the loan modification was offered. During that period of calls and discussions with PHH, I was advised that my loan was being reviewed for loan modification and that I will hear from PHH when a decision was reached. It was thereafter that I was contacted by PHH advising of the approval for loan modification and subsequent upon that an offer letter was sent to me which I accepted. I also advised that representation from PHH that as a result of the approval, I have begun some construction work on the property and offered to send pictures in proof. EXHIBIT 5 I appealed this decision and received a letter from PHH stating that approval for loan modification was in error. Attached and marked EXHIBIT 6 and Exhibit 7 are PHHs denial letter and letter referring the matter to their foreclosure attorney. Exhibit 8 is letter from PHH stating that their previous approval was made in error. Letter from PHH states that I have a financial hardship. I have responded that at no point in time did I say I have a financial hardship which will hinder me from accepting or making my monthly payment on this loan modification. 


PRIOR EVENTS In XXXX of XXXX, during the pandemic and while there was still a moratorium by the government on eviction, foreclosure proceeding notification was posted by PHH through its attorney on my door. The letter notice advised of foreclosure sale date of XX/XX/XXXX. I called PHH and was advised that that was also an error and should not have been done. EXHIBIT 9 Also, during the early period of the pandemic in XXXX, I was constantly called by a gentleman who claimed to be an Agent from PHH and who advised that he had been sent by PHH to come and inspect the property. I had declined then advising that I could not allow an outsider into my home and thereby risking my family being exposed to the covid virus REQUEST I am appealing to CFPB to help reinstate the loan modification offer. PHH had put my family and I in too much hardship on top of the hardship already experienced by my family due to the covid-19 epidemic and the loss of three close family members during the pandemic. The burden and the grief on everyone is a lot and having to go through additional hardship by PHH is really unbearable I am in a position to pay my mortgage and I have advised PHH about this several times XXXX XXXX EXHIBITS 1 Approval for loan modification letter 1 EXHIBITS 2 Approval for loan modification letter 2 EXHIBITS 3 My acceptance letter/form EXHIBITS4 Trial plan payment cashiers check EXHIBITS 5 Proof of construction on the property EXHIBITS 6 PHHs loan modification denial letter EXHIBITS 7 PHHs letter referring the matter to their foreclosure attorney EXHIBITS 8 PHHs letter stating that modification offer was in error EXHIBITS 9 Foreclosure Notice posted on my front door in XX/XX/XXXX XXXX

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