Consumer complaint received 2023-02-08
Company: Ocwen Financial Corporation
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I am the successor of interest for this property and PHH acknowledges that. All documentation comes to me addressed in my name. Prior to receiving a loan modification. I had numerous issues with PHH refusing to cooperate with me to keep my property and dual tracking. I applied for a loan modification XXXX XXXX XXXX, After we were told the file was in review we were then told it was denied becauseof a sale date.Now please see first attached documents dated XXXX PHH sent me two separate letters on the same exact date ( both are in the same attachment ). One stated they received my request for loan assistancebut due to the sale date there is not enough time to review my file SEE PAGE 4 .However my file WAS in review for loan assistance as we had been calling in to get weekly updates. Please see page 8 ( of the same first attachment ) dated the same date as the first letter stating that they are reviewing my file for loan assistance.We broughtthis to PHH attention and finally, after all of these unnecessary issues, complaints, and calls, I was finally given a loan modification. It was a fight. I was approved in XX/XX/2022 after a huge struggle. Please see attached complaints after complaints from my third party in regards to obtaining information. PHH purposely does everything in their power so people can lose their homes. There is no excuse for what I had to endure.I made all three trial payments. Please see attached proof of payments ( 3rd attachment ). They were made in a timely manner. I was advised that I would need to send in the family transfer package. I was told numerous times that these documents did not need to be sent in right away. Please see attached phone records of all my contact calls with PHH ( 4th attachment ) Every time I called and I was basically told something different. I asked for XXXXspeaking as my primary language is XXXX and there was obviously a language barrier but I could never get any help. I kept them in the loop of what was going on and they said everything was fine.The next thing you know, I am denied due to the family transfer package issue! PHH reps were telling me that it did not need to be sent in at the moment. I have a deed with me and XXXX and told them I was working on getting the deed with just my name on it. They said forme to take my time. Please see attached denial letter. ( 5th attachment ). We have called in to PHH and they said I have to apply for a new loan modification. The thing is they have the assumption package please see attached ( 6th and 7th attachment ) .I sent them the package. I should have never listened to PHH when they said they did not need the paperwork at the moment. They set me up to fail.They have always had the deed with my name which is why I am successor of interest. I was waiting on the court and county recorder for the deed with just my name and PHH was aware of this and kept saying that I did not need to send anything at the moment that I could wait to send it. They purposely don't explain things properly and leave information out all the time. So now here is another issue. PHH is telling us my file is being reviewed for the family transfer package and they are saying they will have a response in 60 days but yet are stating that I have to reapply for a loan modification all over again. I know PHH never wanted to give me a loan modification. The way they treated me the first time around, doing everything they could to mess with me and my family and 3rd party. From the start they were trying to deny me assistancebut good thing I had someone helping me because they are the ones that caughtthe dual tracking and being double standard and kept sending in complaints to escalated cases. This makes no sense as to what is going on now.. They are taking advantage of me due to my race, ethnicity, sex, national origin and language. I am demanding someone review everything that I am stating and that my file and loan modification move forward without having to start over! This is completely unacceptable and racist. I have done everything on my end that needed to be done and PHH age is doing everything they can to make sure I lose this property just like they attempted to do the first time I applied. This is almost going on a year battling with them and I am tired of it. The first original email asking them to review my file for a loan modification is also attached! PHH refuses to be held accountable for anything that they do.

Company response to consumer: Closed with explanation