Consumer complaint received 2021-07-01
Company: Ocwen Financial Corporation
State: MO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
*We have filed a complaint with the state of Missouri Division of Finance. They recommended we file a federal complaint as well. Attached is a detailed timeline of all interactions with PHH Mortgage since XX/XX/XXXX. Emails, letters and screenshots available if needed* XX/XX/XXXX completed initial RMA/Loss Mitigation Package for loan modification options. Application was repeatedly denied for missing documents that were not requested of us, boxes not being checked that did not exist on the application, missing signatures from pages that had no signature line or indication they needed to be signed and illegible submissions even when documents were all typed and we sent them via fax, email and certified mail. We spoke with PHH Mortgage reps, relationship managers and supervisors almost weekly and each time we were told something different than the last. Their review process was never explained completely or consistently as each time we spoke to a PHH rep we were told something different than the last.

We made our payments in our normal amount of XXXX each month during this process. We were lead to believe that when the application was reviewed we would be presented with options and able to proceed from there. Instead at the end of XX/XX/XXXX we tried to make a payment but werent able to do it online, within the PDF invoice or over the phone. A rep informed us we were on a repayment plan that no one had discussed with us and was unaffordable at {$4700.00} for 6 months beginning in XXXX. We asked for options and were told that all we can do is reject the repayment and they might consider us for something else. In XX/XX/XXXX we reached out to a HUD advisor listed on the PHH Mortgage letters. We spoke with the agency XXXX who told us we qualify for a stand alone partial claim and this can be accomplished in a single phone call. The XXXX rep joined the call and PHH told us they would not do that and we dont qualify for Covid relief so we have to get a traditional modification. We were told to reject the repayment plan in writing in order to get another option. We had XXXX phone calls with PHH in XX/XX/XXXX and each time given different information, notes and dates they provided previously mysteriously changed or disappeared. On XX/XX/XXXX a PHH rep told us there is no record of any repayment plan ever being offered or set up on our account and that there were no notes or records of letters sent about it even though we have the letter they sent dated XX/XX/XXXX when they placed us on the repayment plan without consent. 

We are now being told to complete a more in-depth modification application to be considered for a partial claim. We have been told we must complete an affidavit for arms length transaction and if we dont qualify for the partial claim they will do a short sale. We do not trust PHH Mortgage, we are trying to keep our house. They will not let us make a payment and will not offer transparency in this process. Since filing a complaint with the state, we have been told they need more documents from us which we have provided. We have received several door notices from OCWEN with their phone number and nothing else. No one at PHH has been able to tell us why this happens.

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