Consumer complaint received 2020-03-17
Company: Ocwen Financial Corporation
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Date Duration Subject Staff Summary XX/XX/XXXX ( XXXX ) 10 Intake XXXX  Spoke with a client that was referred to XXXX  XXXX XXXX by HUD.gov.XXXX  XX/XX/XXXX ( XXXX ) 45 Intake XXXX  Spoke with client son via phone at XXXX stated servicer is Ocwen. Initial email sent to client appointment scheduled for parents XXXX and XXXX XXXX for XX/XX/XXXX @ XXXX XX/XX/XXXX ( XXXX ) 10 Intake XXXX  Called client to confirm appointment scheuled for XX/XX/XXXX @ XXXX stated they would be there, asked if they ha any additional questions or concerns, clients stated not at this time.XXXX  XX/XX/XXXX ( XXXX ) 10 Intake XXXX  Received call from client to move appointment date up from XX/XX/XXXX to XX/XX/XXXX client would like to keep the same time of XXXXXXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Met in-person with client ; opened as HUD Counseling File in CMAX ; conducted one-on-one orientation ; reviewed and updated Intake Form ; discussed and reviewed disclosures ; Authorization signed by client ; conducted Financial Analysis ; discussed household budget ; reviewed and analyzed Tri-merged Credit Report File ; executed Action Plan, sign by Client and Counselor ; XX/XX/XXXX ( XXXX ) 60 Appt XXXX  Met with client for one on-one counseling session went over the following HARDHSIP : Due to increase in medical expenses INCOME : At this time client income is {$4000.00} AFFORDABLE MONTHLY PAYMENT : Affordable monthly payment is XXXX RECOMMENDATION : Client submit for a loan modification to reduce the monthly payment to a more affordable dollar amount. Also advise the client to apply for the County tax exemption program contacted agency spoke with XXXX who stated she will mail client application, upon receipt client to notify agency to help to complete form and submit. Client notified of Financial Literacy Symposium they're unable to attend. The next appointment is scheduled for XX/XX/XXXX to discuss file submission and any new updated that have been received. XXXX  XX/XX/XXXX ( XXXX ) 10 SUBMITTED TO SERVICER SLW Efaxed Authorization Form to Ocwen ( XXXX ), Ocwen ( Authorization Form ) ( XXXX ), Ocwen XX/XX/XXXX ( XXXX ), Ocwen XXXX ( XXXX ), Ocwen XX/XX/XXXX ( XXXX ), Ocwen Authorization Form ( XXXX ), Ocwen Fax ( XXXX ) XXXX  XX/XX/XXXX ( XXXX ) 30 Processing XXXX  Modification package submitted to the servicer.Faxed to XXXX.XXXX  XX/XX/XXXX ( XXXX ) 10 Intake XXXX  Sent Loss Mitigation documents as requested. XXXX  XX/XX/XXXX ( XXXX ) 10 Intake XXXX  Uploaded Authorization Form, Intake, Annuity Statement, SSI Benefits , Mortgage Interest, Taxes XXXX, W-2 Taxes XXXX, Ocwen MAA , Mortgage Statement XX/XX/XXXX ( XXXX ) 30 Misc XXXX SENT EMAIL INVITE TO XXXX FINANCIAL SYMPOSIUM.XXXX XX/XX/XXXX ( XXXX ) 1 Misc XXXX XX/XX/XXXX - Called client to invite to XXXX Symposium. Client wasn '' t available. Sent/forwarded invite email. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Contacted the servicer, spoke with XXXX in the Loss Mitigation department, he stated the file is currently under review, no additional documents needed at this time let him know that i would call back XX/XX/XXXX @ XXXX for another update.XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX Called client for schedule appointment, updated the client let them know file is currently under review also requested updated bank statements. Next appoinment scheduled for XXXX XXXX at this time to discuss status of Modification. XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX Submitted bank statement to servicer XXXX.XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Called the servicer , spoke with XXXX in the Loss mitigation department, he stated underwriting was requesting updated bank statements let the representative no we would submit ASAP, asked that we fax to XXXX. The next appointment scheduled for XXXX to confirm receipt of bank statements submitted XXXX.XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX Called borrower for an update let them know bank statement were submitted on XX/XX/XXXX at this time no additional documents are needed next appointment scheduled for XX/XX/XXXX @ XXXX to discuss status of modification.XXXX    XX/XX/XXXX ( XXXX ) 45 Misc XXXX Called the servicer with client on the line for an update file still under review no additional documents needed client stated she made a payment in the amount XXXX on XX/XX/XXXX next appointment scheduled for XX/XX/XXXX @ XXXX to contat the servicer for an update along with the borrower. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Called the borrower for scheduled appointment asked that they update their bank statements on file. At this tme no change in status of file with servicer. Next appointment scheduled for XX/XX/XXXX @ XXXX. To discuss status of modification with servicer as well as client XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Updated Bank statement submitted to Ocwen at XXXX spoke with XXXX  XXXX XXXX.XXXX  XX/XX/XXXX ( XXXX ) 30 Processing XXXX  Uploaded Annuity, Fax Cover and SSI Benefits to onedrive ( Fax ). XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX   Contacted client, no change in file status, scheduled follow up for XX/XX/XXXX.XXXX  XX/XX/XXXX ( XXXX ) 15 Appt XXXX Called the servicer stated the loan modification was denied because the investor does not allow modification on this type of note investor is XXXX XXXX XXXX XXXX   , XXXX XXXX for XXXX XXXX XXXX  and XXXX XXXX XXXX . Will contact client with an update. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Received phone call from servicer spoke with XXXX  in the Loss Mitigatin department , confirmed that the only option for the client is to move forward with a short sale or Deed-in-Lieu let the servicer know at this time the borrower was going to try and sustain homeownership. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Called clients with an update from servicer. At this time the only option available is to reinstate the loan or short sale, deed in lieu. Client updated via phone. Next appointment scheduled for XX/XX/XXXX to discuss clients options moving forward-reinstatment, short sale or deed-n-lieu. XXXX XX/XX/XXXX ( XXXX ) 15 Appt XXXX Called borrower left voicemail next appointment scheduled for next week XX/XX/XXXX@XXXX.XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Spoke with client for scheduled appointment, client have decided to move forward with liquidation, let the clients know I would notify the bank of the intent to move forward liqudiation and request the Short sale package. Next apointment scheduled for XX/XX/XXXX to discuss placing the home on the market for liquidation XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Spoke with client for scheduled appointment, clients received short sale packge from servicer, will be using a family friend to work with to place home on the market asked that they notify XXXX  XXXX XXXX once the home has been placed on the market, client would like to fix some items that are in need of repair but stated home would be placed on the market in the next 14 days. Next appointment scheduled for XX/XX/XXXX @ XXXX to discuss status of short sale. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Spoke with client for scheduled appointment home has been placed on the market have had 4 couples look at the home no offers as of yet. Next appointment scheduled XX/XX/XXXX @ XXXX to disucss status of short sale. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Spoke with client for scheduled appointment at this time no change in property several viewing no offers, asked if they have spoke with their agent about reducing price of property to get an offer.Next appointment scheduled for XX/XX/XXXX @ XXXX to discuss status of short sale. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Client has placed home on the market for a short sale at this time a contract has been placed on the property and file to be resubmittedto the servicer. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Spoke with client contract accepted on property will submit complete short sale package to the bank upon receipt client has submitted updated financials. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Called the borrower servicer, spoke with XXXX  in the Loss Mitigation department , submtted Short sale package to XXXX fax XXXX.XXXX XX/XX/XXXX ( XXXX ) 30 Misc XXXX Spoke with servicer, confirmed receipt of short sale package, was submitted XX/XX/XXXX spoke with XXXX asked that we call back XXXX XXXX for another update, client given update via phone as to the status of the account.XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Called the servicer spoke with XXXX in the Loss Mitigation department stated file has been transferred to PHH should have additional information no later than Friday XX/XX/XXXX. Next appointment scheduled for Tuesday XXXX XXXX@XXXX.XXXX  XX/XX/XXXX ( XXXX ) 15 Appt XXXX Contacted new servicer PHH AF not on file asked that we resubmit to XXXX.XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Authorization form resubmitted to XXXX.Next appointment scheduled for XXXX XXXX@XXXX.XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX Called servicer spoke with XXXX in the Loss Mitigation department rep stated AF not on file asked that we resubmit to XXXX. Next appointment scheduled for XXXX XXXX.XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Contacted the servicer spoke with XXXX in the Loss Mitigation department stated AF was not on file asked that we resubmit to XXXX.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Contacted the servicer spoke with XXXX ID XXXX the following items are being requested Listing Agreement, HUD 1, Sales Contract with addendum extension, update HOA information. Next appointment scheduled for XX/XX/XXXX@XXXX.Fax to XXXX or email to XXXX.XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX   Contacted the servicer spoke XXXX need the following : Listing agreement correct borrower name and list price signed and dated by borrower and listing agent, MLS Listing agreement , HUD 1, supporting documents for HOA mention as per the settlement or closing disclosure, supporting documents HOA dues fax to XXXX email XXXX.XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX   Requested items resubmitted.XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX   Requested items resubmitted via email.XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Spoke with servicer asked that buyer update HUD 1 and remove XXXX XXXX from all documents as his name no longer appears on the loan, email sent to listing agent and homeowner next appointment scheduled for XX/XX/XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Contacted the servicer spoke with XXXX ID XXXX XXXX confirm receipt of documents stated she hoped to have a decision by Friday XX/XX/XXXX.XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Contacted the servicer spoke with XXXX  IDXXXX confirm receipt of all requested documents asked reppresentative to check the status of the amount of closing cost allowed asked that we call back XXXX XXXX for an update.XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX Called servicer spoke with XXXX ID # XXXX in the Short sale department in reference to Short Sale approval rep stated all requested documents had been received underwriting was still waiting on closing cost assistance rep submitted formal complaint to escalate review, case ID # for escalation is XXXX. Next appointment scheduled for Monday XX/XX/XXXX@XXXX.XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX Called servicer spoke with XXXX ID # XXXX in the Short sale department file has been escalated call scheduled for XX/XX/XXXX @ XXXX XX/XX/XXXX ( XXXX ) 15 Appt XXXX Contacted the borrower servicer spoke with XXXX ID XXXX  in the Short sale department file escalated to management next appointment scheduled for XXXX XXXX@XXXX.with POC assigned to file.XXXX   XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Did not receive a call back from servicer next appointment scheduled for XXXX XXXX @ XXXX. 
XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Contacted the servicer spoke with XXXX Agent ID # XXXX stated at this time appraisal was in the process of being completed. Next appointment scheduled for XX/XX/XXXX@XXXX.XXXX XX/XX/XXXX ( XXXX ) 10 Appt XXXX Spoke with XXXX about SYMP , Interested and will check email, Will call back XX/XX/XXXX to confirm future appointment with XXXX, XXXX and Symposium registration- XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Contacted the borrower servicer file under review escalated file to CFPB notifiy client of complaint file with CFPB next appointment scheduledfor XX/XX/XXXX@XXXX.XXXX  XX/XX/XXXX ( XXXX ) 15 Appt XXXX Left VM to confirm appointment XX/XX/XXXX XXXX, will follow up with XXXX  to confirm next appointment.- XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX Contacted the servicers spoke woth XXXX ID # XXXX   stated file was under review escalation sent to upper management next appointment scheduled for XX/XX/XXXX@XX/XX/XXXX.XX/XX/XXXXXX/XX/XXXX ( XXXX ) 30 Appt XX/XX/XXXXContacted servicer spoke with XXXX ID # XXXX   stated file was with underwriting no updates had been given on the file asked for the file to be escalated rep stated he would submit file to upper management for review. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX   Submitted complaint to CFPB. Complaint ID # ID FOR COMPLAINT SENT TO PHH MORTGAGE SERVICESXXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Contacted the borrower servicer waiting on the approval from the Mortgage Insurance submitted XXXX XXXX next appointment scheduled for XX/XX/XXXX@XXXX.XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX  File was approved for Short sale incorrect names on approval letter contract resubmit along with XXXX  also sent request to servicer as to why closing cost assistance is not being given to the sellers? Next appointment scheduled for Friday XX/XX/XXXX@XXXX.XXXX  XX/XX/XXXX ( XXXX ) 15 Appt XXXX Next appt. XX/XX/XXXX @ XXXX XX/XX/XXXX ( XXXX ) 45 Appt XXXX Following documents submitted to the servicer via email- HUD 1 , Short sale affidavit and updated listing agreement. Borrower notified that requested documents had been submitted to the servicer, emailed to XXXX next appointment scheduled for XXXX XXXX @ XXXX XX/XX/XXXX ( XXXX ) 15 Appt XXXX Contacted the borrower servicer spoke with XXXX  in the Loss mitigation department stated the following documents are needed : Sales Contract, Addendum to Purchase agreement updated HUD 1 Listing Agreement. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Emailed the following requested documents to XXXX.Next appointment scheduled for XX/XX/XXXX@XXXX.XXXX XX/XX/XXXX ( XXXX ) 45 Appt XXXX  Contacted servicer spoke with XXXX ID # XXXX in the Short Sale department stated the following information is being requested by underwriting : Most recent HOA statement, updated HUD 1, updated purchase contract, Listing agreement fax information over to XXXX.XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Called borrower requested updated HOA statement stated she would fax over tomorrow XXXX XXXX next appointment scheduled for XX/XX/XXXX@XXXX.XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX   Sent email for next phone appt date w/XXXX, Stated for Client to confirm appt w/in 24-48hrs, Checked Client '' s Electronic File, Sent email requesting Bank statement ( 30 Days ) and Monthly Spending Plan.- XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Contacted the servicer spoke with with rep XXXX  ID # XXXX in the Short Sale department confirmed receipt of all documents which was noted received on the file XX/XX/XXXX under review with underwriting asked that we call back Tuesday file should be in final review by that date Tuesday XX/XX/XXXX@XXXX.XXXX  XX/XX/XXXX ( XXXX ) 45 Appt XXXX Contacted the servicer spoke with XXXX underwriting requesting XXXX  listing agreement, HUD 1, purchase contract, and HOA docs submitted again via faxed . Contacted client with update next appointment agreed by all is scheduled for XX/XX/XXXX@XXXX.XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX Disclosure and Action plan updated in client file. Program assistance to email for signature. Next appointment with client next appointment agreed by all scheduled for XX/XX/XXXX@XXXX.XXXX  XX/XX/XXXX ( XXXX ) 15 Appt XXXX Contacted XXXX ID XXXX email XXXX reference loan number. 
XX/XX/XXXX ( XXXX ) 15 Appt XXXX Sent Client email, Attached New Action Plan and New Disclosures, Requested correspondence w/in 24-48 business hrs.- XXXX  XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Contacted the servicer with borrower on the phone, spoke with XXXX  in the Short sale department confirmed receipt of all requested documents file is with underwriting and expect a decision by Friday XXXX XXXX. Next appointment scheduled for XX/XX/XXXX @ XXXX. XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX Contact the borrower servicer spoke with XXXX in the Loss mitigation department, stated file is under review scheduled and appointment for XX/XX/XXXX @ XXXX am agent ID # XXXX XX/XX/XXXX ( XXXX ) 30 Appt XXXX  Contacted the borrower servicer spoke with XXXX  ID XXXX XXXX, stated the file was currently under review and someone would be in contact within 30 days, explained to the servicer that this short sale has been opened for 2 years asked that the file be escalated to prevent from losing another buyer. File escalated to CFPB.XXXX

Company response to consumer: Closed with explanation