Consumer complaint received 2021-10-19
Company: Ocwen Financial Corporation
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/XXXX I applied for a refinance a {$65000.00} with PHH mortgage ( Formerly Ocwen ) to add my son to my mortgage so he can can be added to the mortgage title and deed. PHH declined it and for low credit score and promised if he increases his scores we can revisit it in 6 weeks. We paid off credit cards in hopes of increasing his credit scores, and re-applied since my scores were exceptional. On XX/XX/XXXX, we re-applied for the refinance. I was told by the mortgage representative that his scores did go up enough to do the refinance. 
We were told that since the notarized Deed I made was not filed in my state it can not be used, but he can be added on the loan and it would be a 50/50 split for tax write-off. We were sent the e-signatures and we were ecstatic that loan was approved. 

Everything seemed to be going great. I was asked to send {$560.00} by credit card for the appraisal, which I did. On XXXX XXXX, I was asked to send numerous documents, ie mortgage statements and proof of insurance for all houses, my SS benefit award letter, etc. On XXXX XXXX, the appraiser increased his price from {$560.00} to {$850.00}. I was appalled. I was told it was increased because of the location in XXXX, MD- obviously because it's a low income area. I complained - asking why would they increase the appraisal cost because of location. They insist that they have nothing to do with the appraiser. So I said that it was redlining and discriminatory. Suddenly things began to go sour. Suddenly my sons income was not enough, even though he explained that he was a school bus driver and he wouldn't have a full paycheck until late XXXX, and that the mail was slow and would email proof of his paycheck as soon as the mail comes. From XXXX XXXX I made several calls to representative and suddenly - crickets. Then I was asked to send my tax returns to show that my other houses were on my Schedule 3, which they were. Then no response again for a week or so. They they returned the appraisal fee without telling me I was denied. Suddenly my son got a denial letter, which was a shock to me since it appears things were still in order. 
On XX/XX/XXXX, I was asked to send my Deed from a different department, which made it seemed like things were okay. I emailed the rep to express my confusion with all these mix messages. At the same time I'm still getting calls from my insurance company to add my son on to the mortgage- which they did ( received a letter from my insurance company with me and my son 's name a few days ago ). And their Lein department asking for my Deed to add my son on to the house. 

Then again the rep stopped communication with me after I told him that we received a denial letter, he said he didn't know why because he was not told that the loan was denied. Then he said he can do it with my name only and I waited again and again he stopped returning calls. 
Suddenly I got an email from rep saying he was out of the office and was told that my loan was denied because of poor performance. 15 years of ACH payment, never late is poor performance? Then he email and said it's because of a Forbearance I filed 18 months earlier ( XXXX ), which when I realized that it would affect me negatively after the fact, I paid the back payments and requested them to take me off forbearance in XXXX which they did not do. I've paid on time since XXXX, XXXX, never late since. According to them, my income was insufficient. I was willing to provide additional income from annuity and other assets but they never give me a chance. After 15 years being a mortgage holder with PHH, it's appalling that they would treat me with such unprofessionalism and insensitivity. The real reason, is that the home is, in their opinion, a 'bad neighborhood ' in XXXX , and I had a problem paying additional funds to appraise it and I voiced my opinion. 
So after7 weeks of back and forth nonsense they declined the loan without any explanation but a denial letter in the mail. PHH mortgage should be reprimanded because of the sloppy, botched up refinance and their lack of tack in communicating with a faithful customer for over15 years. 

Even today I received this email : Your loan application is still active, and its not too late to complete it. By finishing your application, you may be able to lock in a new, low rate and take the next steps toward your new home loan. 

Locking today means even if market rates go up, which theyre expected to do, well honor your new locked rate terms for up to 90 days. 

Give me a call, at your earliest convenience, and we can lock your rate today. 

Looking forward to speaking soon. Again, I email the rep. he never responded. I wish they'd get their act together and take me off whatever automated email list they have.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation