Consumer complaint received 2022-01-07
Company: Ocwen Financial Corporation
State: NY
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX I submitted a draw request as I have in the past to PHH mortgage/OCWEN/Liberty Home Equity Solutions . When I secured this loan in XX/XX/XXXX PHH committed in writing to issuing payment within 5 days of receiving the request. My request was for {$50000.00} of the {$140000.00} of available credit. 
My Aunt did not receive payment by XX/XX/XXXX so I called the PHH office handling this in Michigan ( as is Ocwen and XXXX all at the same address ). They spoke with me freely on the account. I was informed my Aunts account and all records were sent to the PHH office in Fl. on XX/XX/XXXX and I was given their number. 
The same day XX/XX/XXXX, I called PHH in Fl. They refused to speak with me on the account explaining that I was not authorized per their records. I explained the full details about me setting up this loan via a POA for my Aunt. I was given an email address for customer assist and told to contact them. I explained that PHH in Michigan can verify that I was authorized as it still shows up on their records. 
I called FL. again XX/XX/XXXX and XX/XX/XXXX each time being told by the PHH rep that they couldn't talk to me about the loan since by their records I am not authorized. I explained all the details again and I was told again to send an email to PHH customer assist. I sent 3 emails as the customer assist.I never got a response. 
On my XX/XX/XXXX call It was recommended that I fax the POA to them it might help which I did XX/XX/XXXX. 
I heard nothing so I called again XX/XX/XXXX from my Aunts house who authorized me to speak with PHH. I was told that they were all backed up with transfer files and that they had the XX/XX/XXXX draw request but the POA had not been uploaded yet. They could not tell me when they would be caught up. 
On XX/XX/XXXX I again called and I was able to speak with the PHH rep after she confirmed I was authorized. I assumed the POA issue was over. The PHH rep suggested I send a new fax for the draw request and she would document to the file to process only one of my {$50000.00} requests, whichever they got to first. I faxed the request on XX/XX/XXXX. 
On XX/XX/XXXX I called to confirm receipt of the fax and I was told I am not authorized to speak to them, back to square one with PHH. I asked to speak to a supervisor and was told they would not speak to me since I was not authorized on the account. I was also told that PHH 's legal department has to review the POA and that could take 30 days. 
It is clear that PHH is not honoring their contractual commitments and appears to be intentionally withholding payment on the pretense that they need a document that has been in their possession for 5 years and also resent to them weeks ago.. 
I set up this loan via a POA five years ago. I faxed a copy of the POA to PHH on XX/XX/XXXX. PHH 'S own Michigan office verifies I am authorized on the account. The PHH rep I spoke to on XX/XX/XXXX verified I was authorized.There is no legitimate reason for this draw request not being honored already. 
A 5 day payment commitment by PHH is now at 39 days with another potential 30 day delay for legal to review the POA that was used to set this loan up with them in XXXX XXXX. ( in other words that has been in their possession for five years ). 
This is having a major negative impact on my Aunts care and payment needs to be made immediately on the draw request.

Company response to consumer: Closed with monetary relief