Consumer complaint received 2020-07-24
Company: Ocwen Financial Corporation
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Step 1 : What is this complaint about? 

After 40 years of living in my home and XXXX years old, I was forced to vacate my home by XX/XX/XXXX, due to Ocwen Loan Servicing, LLC/PHH Mortgage Corporation refusing to take payment during a prolonged one-year Loan modification, hardship requests and number of denials to save my home. I received empty promises from several relationship managers that informed my house would be saved by stating that, Not to worry because were not trying to take your home, which lead my home into placed into foreclosure proceedings. They refused to remove my mother from the deed of trust, as well as her income from my household income while she was living in a XXXXXXXX XXXXthey refused to remove my mother after she had deceased on XX/XX/XXXX. I went through several modification packages and notary publics to prove to them that my mothers income was not included in my household. Therefore, there was a change in the household income, which caused hardship for a single senior citizen woman on a fixed monthly income. 

Step 2 : What type of problem are you having? 

I spoke to several relationship managers but not my assigned RS Manager because he/she was never at my disposal. There were a few relationship managers who had substantial language barriers that were difficult to understand what they were trying to inform me. One relationship manager told me from Ocwen Loan Serving, LLC/ PHH Mortgage XXXX that my modification was denied twice after they had recommended me to fill out the paperwork several times, including submitting my financial records several times, my mothers financial information, and going to a notary public. I had visited the XXXX XXXX  business office to obtain my mothers financial information during the time of the modification. My mother had XXXX ; I was required to submit my and my mothers financial information numerous times, I was later informed that the information was all lost. Before sending the financial information, I wrote a letter informing Ocwen/PHH Mortgage that my mother no longer resides with me. Ocwen/PHH Mortgage refused to accept my mortgage payments unless I include the delinquent amount in full after being reassured by several relationship managers that I would not lose my home and not to worry during our monthly relationship management calls and not send payments right now while applying for modification or hardship requests. Also, I received several notification posts hanging from my doorknob for me to call them in between the other monthly calls. After several months of stress and anguish dealing with this mortgage company, I received a letter and a phone call that my home was going into foreclosure, and I could contact the mortgage lawyer in charge of the process. When I contacted PHH Mortgage lawyer ( XXXX XXXX XXXX ), they informed me that they had not received any modification or foreclosure paperwork and reassured me that I had nothing to worry about. 

Step 3 : What happened? 

My home was forced into foreclosure. I had no choice but to move out by XX/XX/XXXX, to live with my daughter, because my house was being auctioned after owning home for 40 years. I had to move a houseful ( 5 rooms ) of furniture into storage or be thrown out before the auction.

Step 4 : What company is this complaint about? 

Ocwen Loan Servicing LLC/PHH Mortgage Corporation Step 5 : Who are the people involved?

I never spoke to the same relationship manager or my assigned relationship manager. I was always informed that my Relationship Manager was not there.

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