Consumer complaint received 2023-01-16
Company: Ocwen Financial Corporation
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
We had originally filed a complaint with the CFPB Complaint ID XXXX, and PHH Mortgage provided a response. However, their response provided erroneous and aberrant information that can be disputed by 1 ) chronological & documented evidence and 2 ) more importantly, by reviewing and listening to recorded conversations between myself and the company.

Specifically, after reviewing PHH Mortgages response to the CFPB, I would respectfully ask that this company be investigated for providing false responses in an attempt to conceal corrupt conduct that is dishonest and should be considered unlawful when it comes to the handling of our request for mortgage assistance.

1. PHH Mortgage states that they sent a letter on XX/XX/XXXX, requesting missing documents. No letter was received. The first documented intervention letter from PHH was sent on XX/XX/XXXX, more than 30 days after our initial request for XX/XX/XXXX and XX/XX/XXXX mortgage assistance. This letter requested that we complete a mortgage assistance package, which was completed in full with all documentation requested, and submitted timely. 
2. We made several attempts to work with PHH in XX/XX/XXXX and XX/XX/XXXX ; however, we were consistently informed that there were requesting additional information which had originally been sent numerous times via email and fax, and we had confirmation of those documents being sent timely. Furthermore, after speaking with representatives on the phone, sometimes we were told they Only need a recent paycheck stub. It was never about a missing document ; they were actually requesting additional documents each and every time they asked for an updated check stub to show year-to-date income. AT NO TIME DID THEY EVER ASK FOR ANYTHING ELSE. In fact, in all the times we were asked to submit documents, they were submitted timely. 
3. When we realized that PHH Mortgage was circumventing the timeliness of our request for mortgage assistance, we attempted to make our loan payment only to have our payments refused causing us to fall more than 90 days behind. 
XXXX. In XX/XX/XXXX, we were again denied mortgage assistance based on an incorrect NPV value, because they were using a drive-by valuation of {$840000.00}, stating that they did not have a record of our certified appraisal ever being received. This number was an over-inflated price that can not be supported by any website, such as XXXX or XXXX, and was only used to impede and stall the request for mortgage assistance. 
5. We continued to try and work with PHH, including providing a certified property appraisal, which was submitted on three different occasions. With each submission, PHH Mortgage told us a ) it had not been received, b ) it was missing pages, or c ) they admitted failure to open the document to review the appraisal in its entirety. It was because of item c that we were then instructed to complete another mortgage assistance package so our request could again be reviewed, this time in its entirety. 
6. In XX/XX/XXXX, we were advised to resend the appraisal, and after speaking with a PHH Relationship Manager, he concurred that it had been received and based on the certified appraisal our request for assistance would be provided. He also requested that we submit another application package, which was submitted within 24 hours, in full. This made it the third time that we had completed the same documentation in their so-called mortgage assistance package.

7. PHH now states that we were more than 90 days delinquent but that was not through any fault of our own. Each and every delay was induced by PHH Mortgage, thus it was their failure to address our request in good faith and timely which caused us to fall further and further behind.

8. PHH Mortgage states that a hybrid value was used using online data resources and that no property inspection was completed. However, we have submitted several times a property inspection using a State certified appraiser and, yet they continue to deny having such a document on record.

9. PHH Mortgage states that a consumer has the option to speak with an assigned Relationship Manager and, if not available, there is the opportunity to speak with another trained Relationship Manager. However, that is not a true statement. If their calls are recorded, then they should listen to the recordings where a ) we were put on hold - sometimes for over an hour - only to be told no Relationship Manager was available, and our only option was to write a letter because there was no one else to speak to or b ) schedule a telephone call with a Relationship Manager, which should be noted would be more than 30 days out.

The responses provided by PHH Mortgage are untrue, inaccurate, and a breach of a consumers right to be treated fair and equitably. As a homeowner, I am at a complete loss as to the misrepresentations and dishonesties they are exhibiting in their reply. The paper trail, phone conversations, and fax and email confirmations dispute their response and their handling should be investigated as illicit conduct of a financial institution.

Company response to consumer: Closed with explanation