Consumer complaint received 2021-11-05
Company: Ocwen Financial Corporation
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
My loan was originated with XXXX XXXX in XXXX of XXXX, I went into forbearance due to the pandemic and losing my job in XXXX of XXXX, used up and depleted savings, IRA, sold what I could for money, my husbands income does not alone support enough to pay all of our bills. XXXX granted me 6 months and then extended the forbearance another 6 months until XXXX of XXXX under their terms that my payments would be deferred to the end of my mortgage once I was out, and that I also had to option to come out of forbearance at any time during which I could. In XX/XX/XXXX of XXXX XXXX unbeknownst to me sold my loan to PHH mortgage. I was not made aware until I started receiving numerous calls, letters, and harassment from PHH about foreclosure that I was 180 days past due on my mortgage. I had been told at that time that I had been also reported to the credit bureau. I had sent to PHH my proper paperwork via fax showing proof of XXXX agreement which PHH was to honor and neither XXXX nor PHH would call any of the credit agencies to retract any such reporting. I called each one and was told a different story that they had nothing showing. I reminded PHH of the RESPA act that I should have been covered under, and that no reporting should have taken place while I was under forbearance. PHH blamed XXXX stating they did not send over all my paperwork, yet XXXX stated they did, and I do believe XXXX because the 2nd part of my forbearance was noted on the backside of one of the pages that I had to point out on a fax to PHH. I Paid XX/XX/XXXX, XX/XX/XXXX, PHH refused to allow me to come out of forbearance any sooner than XX/XX/XXXX. I Sent the packet of paperwork PHH requested prior to XXXX via overnight mail it was received on XXXX I had it sent with a signed receipt requested and tracking. I will attach if I can a copy of the letter to show where it was partially approved allowing me to continue to see my active account online so I was prepared to make my XX/XX/XXXX payment and be back on track. Then I got a call from PHH on XXXX XXXX stating the notary did not enter XXXX XXXX so we had to resign the paperwork, Please keep in mind I am the only one on the mortgage, XXXX is only on the deed with me. Again this packet of paperwork was to be in by XXXX, so my husband and I went back to the notary, then post office, dated XXXX overnighted, XXXX was a Sunday and PHH office is closed so they signed for it on Monday the XXXX of XXXX. But it was post marked prior to the XXXX. I spoke with a supervisor on XXXX and was told it was accepted for the modification and my account was being updated to reflect the update. My complaint is. This time PHH has me completely shut out of my account online, I can not see anything, They will not accept my payment, I called XX/XX/XXXX, after going online and trying to make my payment XX/XX/XXXX, XXXX, they refuse to take my payment. They said I have to allow at least 10 business days from when they received the paperwork XXXX to finalize everything before they will accept my payment and allow me back to see my account online. Then went as far as to say should it go longer and if there are any late fee they would be reimbursed, or any negative reporting on my credit it would be taken care of that too would be corrected. NONE of that should have to be a worry to me as I have complied with everything that has been asked of me, and from the very start PHH has NOT honored the loan that was sold to them as XXXX had contracted with me. I feel this is so wrong to shut me off from my own account, to not be able to see what my escrow, taxes, balance, nothing. They can work on the account with out closing me completely off and out of it. I have never dealt with such rude, in competent staff as I have with this company. On Wednesday when I spoke with the rep XXXX ID # XXXX I was told that I had to talk with a loan modification rep in order to know where I am at in the process on my account and set an appointment to review my account, so I asked for a call back first thing when they opened the next morning. XXXX the next day XXXX I got a call from XXXX XXXX ID # XXXX, he is what is called a Relationship manager. per XXXX the modification team does not take calls nor do they make calls. now again I was given false information and another run around. then they wanted to set another appointment with a relationship manager to call me back again today, I asked for what, I just looked online, I am still blocked out of my account, I can not make a payment, I can not call in and make a payment, so what would be the point of that call? if I send check in for a payment it has to be a XXXX XXXX, it will sit wherever they hold their payments until they finalize their accounts then post them, and quite truthfully I do not trust this company that my payment would not be somehow " lost '' I am at my wits end with a so called mortgage company that always has to say at the beginning of their call that they disclose they are a debt collector and all calls are monitored and recored. I truly hope that they are, because if you could get a listen to any of them between me and any of the reps I have spoken with of the supervisors you would hear that I am wanting, willing to make my payment, be off my forbearance as agreed upon when I first set it with XXXX under that contract that was sold and was to be honored by PHH. However PHH is refusing to allow me access to see anything on my account access online. This is wrong and I am asking for your help for my right to have access to my account so that I may make my payment and be on track with not being late, they can do their adjustments after the fact but at least post my payment. 
Thank you for your time. I will gladly give you any and all personal information as to account, name if you want additional information.. and yes please do publish this. I would never recommend this company to anyone.

Company response to consumer: Closed with explanation