Consumer complaint received 2021-08-01
Company: Ocwen Financial Corporation
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/XXXX PHH Mortgage became the servicer of my home loan. It seems as if my loan is still being serviced by Ocwen Loan Servicing. Both servicing companies are responding in the exact same manner. I thought when PHH Mortgage services began I could possibly get a modification because they offered that as an option to get caught up on my loan. They gave me notice that the investor did not allow modifications, XXXX XXXX. I was well aware of the the investor guidelines with Ocwen Loan Servicing, however, I thought they had different guidelines. Why would you offer something that you know you could not accomplish. Why would you get a customers hope up if you knew the end result would be a denial. I explained this to them and they said they were following CFPB guidlines. I told them that within the guidelines, you have to incorporate common sense. If you can not offer a modification, then offer a short sale or deed in lieu. I have been cooperating with PHH by reaching out to my relationship manager and providing loss mitigation applications. PHH wasted time hovering over a modification application that they knew they could not approve instead of offering a short sale application. 
I requested a short sale opportunity when I called them on XX/XX/XXXX. The representative notified me that the modification application was denied. She told me that I could not apply for a short sale until I personally received the turn down letter from the modification. I explained to her that it did not make sense because you offered something that you could not offer. In essence, PHH has not helped me at all regarding CFPB guidlines or any other federal guidelines. PHH did not exhaust every opportunity to assist me. I did not know my home had a foreclosure sale date until XX/XX/XXXX. I was calling asking for assistance when the representative casually said my sale date is XX/XX/XXXX.. 
I was taken back because I have been asking for a short sale and I was continuously denied. I was sent an email indicating that if I were to send in a loss mitigation package for short sale, it could not be reviewed because of the lack of time. 
I sent a loss mitigation package by fax on XX/XX/XXXX and they indicated they are reviewing it but I don't know what to believe anymore. In the mediation hearing the company representative for Ocwen Loan Servicing announced that they purchase so many loans, they don't have the time read all the guidelines.

I was never contacted by PHH or their attorneys prior to the foreclosure sale date.

I just don't understand how, in the Greatest country in the world a person can by a hom
e and never be able to modify the interest rate or get away from a predator like Ocwen.Mortgage Servicing Company. My initial loan began with XXXX XXXX XXXX  XXXX which allowed modifications and my loan was transferred to Saxon, Ocwen and now PHH. All three servicers are working for XXXX XXXX. My interest rate on my home loan is 10 % in XXXX. This is a predatory loan and I thought The Dodd - Frank Reform bill was enacted to help homeowners like me. How can one investor from XXXX ruin my American Dream and constantly keep flipping my loans to service rs that manage their loans. 
I hope someone can help me regarding this situation.

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