Consumer complaint received 2022-12-07
Company: Ocwen Financial Corporation
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have attached documentation of the major correspondence with PHH but in Short : I was offered a modification with PHH on XX/XX/2022 which was due on XX/XX/2022, however, when myself and my Housing Counselor reviewed the numbers on the modification with PHH they simply did not add up. We contacted PHH numerous times to try to get an explanation of the numbers but each time we were just given the " Company Line '' with no real explanation. Finally, we asked to talk with a supervisor, and we did talk with XXXX ID # XXXX and she agreed with us and said she would escalate it for us. We also talked with another supervisor XXXX, ID # XXXX and he also agreed and was trying to get an explanation of the numbers as well. We made it clear that we would not sign any documents without a full explanation of the numbers and how they came to them. We were told on multiple occasions that the deadline would be extended and that a " new agreement '' would be sent to me. 

In the meantime, the deadline for accepting the modification had passed and I never did receive the " new modification agreement '', which we have been fighting with PHH for three ( 3 ) months to get this resolved. I told them that by now the document was stale and that I would need a new agreement to sign, once I received the proper documentation of how they came up with their numbers, especially the balloon payment. Then, on XX/XX/2022 my Housing Counselor received a letter from PHH ( see attached letter ), which I never received and should have been sent to me first, giving a partial explanation of the numbers but not everything that we had been asking for. Also, the letter stated that I was denied, and the offer withdrawn because I did not sign the document in time. It is on record ( on PHH 's recorded conversations ) that they would extend the deadline for acceptance to give time for PHH to come back with the explanation of the numbers and for us to review them, none of which PHH ever did. Now, per their latest letter, they stand by their original decision and our appeal has been denied. Now, my only options are a Short Sale or a Deed-in-Lieu. 

PHH has had a long history of playing games with homeowners, acting in bad faith, and doing things that are clearly not acceptable and I do believe that in my case they are doing exactly those things. Also, we have had several scheduled phone calls with PHH where they never show up for the call, which is just a waste of time for me and my Housing Counselor. Which just shows their lack of concern for the customer. We have acted in " XXXX XXXX '' with PHH and have provided everything that they have asked for in a timely manner, except for the signing of the modification agreement, which has already been explained. I am more than willing to pay my mortgage, but I simply need some assistance from PHH to do that. I also successfully completed my four ( 4 ) Trial Payments prior to this. 

I have requested repeatedly from PHH and their attorney 's that I be provided a copy of the mortgage note on file at XXXX XXXX XXXXXXXX who is the mortgagor on file per your website but they have failed to do that. 

My Housing XXXX is : XXXX XXXX XXXX XXXX XXXX Department of Housing and Human Services XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation