Consumer complaint received 2019-12-20
Company: Ocwen Financial Corporation
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
My mortgage was transferred from Ocwen Mortgage to PHH Mortgage. Since the transfer I have experienced so many issues. I was set up on a payment plan. I acquired an additional job so I can make the payments. When I sent in the XXXX payment due XX/XX/2019, I was told that they did not receive it. I have called every other day to find out how this issue can be resolved. I was told to send a copy of the receipt of the money orders. I emailed, faxed, and certified returned receipt the receipt. I called and called and was told it was not received. A few days later, I received a letter that an investigation was conducted and they could not find the payment. I called back 4 times a week, finally I was told that I needed to request a copy of the money orders. However, not any representative told me this and if this information was provided, this problem could have been resolved before it went to foreclosure. If fact, i was told that my house would not go into foreclosure because I had contacted them. In XXXX I sent the XXXX payment. 10 days later, I received the money back. When I called I was again told that my situation would be researched. It wasnt until I stated sending certified letters that I received two letter stating the situation was being investigated. When I received my statement in XXXX I contacted PHH to verify the amount I needed to send. It was then that I was told that it was in foreclosure. All I want to do is to pay the amount due so I can move on. They have already messed up my credit because my daughter 's student loan to complete this semester of schooling was due and now my daughter can not receive her grades and will have a hard time paying the balance due so she can return to college. I am a XXXX  Veteran suffering with several illness. This situation has really affected me both physically and mentally. For, the past week I have contacted them requesting a new payment plan and/or the amount that is due. I have not received any information. In fact, when I called on Wednesday I was told that they do not have any record of my loan after I provided them with my address and my social security number. I need some answers and some help asap. I do not want to be added to the veterans homeless populations and I don't want my daughter to be a part of this culture. I contacted the Texas Regional Assistance with Delinquent Home Loans regional office representative, only to get talk to like a child. The only advice I was given is to contact your mortgage company. I have been on hold for up to 2 hours only to get a representative that transferred my call to at least 4 people and offering no advice to solve the problem. I either want to pay what I owe or be put on a plan if the fees are beyond what I can afford. I am waiting to receive a copy of the signed money orders so I can determine if in fact someone from PHH cashed them. I have verified that they have been cashed. Please tell me what I need to do to solve this issue. Its holiday time and I am aspirate to find a soluation.

Company response to consumer: Closed with explanation