Consumer complaint received 2020-02-27
Company: Ocwen Financial Corporation
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
On XX/XX/XXXX PHH Mortgage became my new servicer from Ocwen Loan Servicing LLC. PHH sent me a list of fees which included inspection fee cost that they deleted from my escrow account during the transfer. I applied to the Hardest Hit Fund at that time who preapproved me pending PHH divulging information about the lienholder of my loan. PHH did not comply and on XX/XX/XXXX my application was withdrawn due to incomplete application. On Or around XX/XX/XXXX PHH Mortgage hired lawyers XXXX and XXXX to represent them in foreclosure proceedings. I was represented by NC legal aid for assistance at the time. The hearing was set for XX/XX/XXXX. I continued to work with legal aid who tried to help me modify or sell the property. PHH denied me modification at the time around XX/XX/XXXX. They already refused to take payments. On a XX/XX/XXXX a XXXX knocked on my door offering cash for my property he stated he worked with XXXX and a XXXX XXXX. I told him that I could not get help due to information regarding my lien. He left and came back the next day with a satisfaction of lien with Ocwen and PHH Mortgage. This was the very document requested last year but was filed after my application was withdrawn from XXXX. On XX/XX/XXXX I requested a payoff quote to refinance my property. I was approved by XXXX XXXX XXXX XXXX. My file was complete pending a payoff quote. I requested a quote from PHH who told me it was faxed to XXXX XXXX XXXX XXXX on XX/XX/XXXX by their lawyers. Instead PHH Mortgage submitted my payment history to the Ioan officer at the credit union. I called them back and they denied sending this report of which my credit union gave me the copies. I then again requested a payoff quote and PHH told me to call their lawyers XXXX and XXXX. I was still working with legal aid but XXXX and XXXX refused to speak with them so on a three way call we requested the payoff quote. I was emailed a payoff quote on the XXXX of XXXX with the date of the letter being XX/XX/XXXX with a good thru date of XX/XX/XXXX. Had the letter been delivered as dated, I would have had time to get the loan processed and closed by XX/XX/XXXX. The loan officer at XXXX XXXX XXXX XXXX asked me to have them send a new payoff quote with at least 10 to 15  business days from the delivery date to process. I called both PHH and their lawyers to change the good thru date to a XX/XX/XXXX and was told that it could not be done until the XX/XX/XXXX good thru date expired. I told them they were keeping me from refinancing and was told by XXXX and XXXX that I was approved for loss mitigation by PHH Mortgage and the hearing date was cancelled. I told XXXX XXXX from XXXX and XXXX I asked for a new quote she said I will have to wait for PHH Mortgage to resubmit the request and an additional 7 business days for XXXX and XXXX to process and she could not tell me at this time when. This was told to me on XX/XX/XXXX. At this point I have been calling everyday several times a day. I then called PHH back furious. I was told by the escalating manager " XXXX " that the second quote was completed on the XXXX and submitted to XXXX and XXXX. When I called XXXX and XXXX they stated they did not get it they emailed me the same quote dated for the XXXX good thru date still XX/XX/XXXX on XX/XX/XXXX. I called PHH again spoke to another escalation manager named XXXX. I told him I wanted my quote so I can pay them completely off. XXXX then told me after several hours of me trying to get my quote that he has good news. I was accepted for a loan modification on a trial basis. Did I wish to hear about it? I said no, I want my payoff quote. I no longer wish to pay a negative amortization loan. XXXX stated there is a process that takes 3 to 5 business days to get a quote. He stated he will call me back Friday. He also stated that he did not understand why I could not use the quote dated the XXXX. Please note, I am not only being charged NSF, inspection, legal fees by XXXX and XXXX but a per diem charge. What debt collector not cooperate to collect a debt? My loan offer will expire soon and my fear is that I may be homeless because of the added fees to my mortgage driving my refinance amount up daily. My original loan was XXXX now it is over XXXX and growing. Please help me get the payoff quote to free me from this nightmare.

Company response to consumer: Closed with explanation