Consumer complaint received 2020-01-20
Company: Ocwen Financial Corporation
State: MI
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
Our Mortgage servicer was transferred from Ocwen to PHH early XX/XX/XXXX. We fell behind on payments because we had a sewer back up twice and a burst pipe. Neither were covered by insurance and those problems had to be fixed. We were 85 days behind on on our payments when we were finally able to start making payments again. We made an electronic payment through our bank in late XXXX. PHH returned the payment via check 3 weeks later and a notice stating they required {$2300.00} to cure the default. We borrowed money from our parents and sent them a check for the requested amount, along with a copy of the notice stating the amount they required and why. This was sent to them on XXXX. On XXXX we received many mail parcels from realtors and attorneys wanting to buy our home before the foreclosure auction set for XXXX. I called PHH to find out what was going on. Our relationship manager wasn't available so I left him a voice mail and called back to speak with the next available relationship manager. I was advised that they had received our check and that it was in process and would post to our account. On XXXX, a foreclosure notice from XXXX XXXX ( representing PHH ) was taped to our mailbox letting us know our home was sent to his office to handle the foreclosure sale. That same day we received a letter from PHH via regular mail that our mortgage was referred for foreclosure. I called PHH again on XXXX and left a message for our relationship manager, XXXX XXXX. On XXXX, I filled out a request for mortgage assistance on the PHH portal for borrowers. I kept checking the website for the review of my request to be approved by our relationship manager so we could fill out and submit an assistance package. Our relationship manager never returned my call or email. Nor did he respond to our request for assistance via the PHH portal. On XXXX, PHH returned the {$2300.00} check we had sent them and stated their reason for returning the check was due to it being insufficient to cure the default. A copy of their own letter stating the amount needed to cure the default was included with the check when we sent it to them. The check was the exact amount they had requested but they sent it back a month later and referred our mortgage for foreclosure anyways. We started to get many harassing calls from realtors. So many calls that our voice mail filled up in less than 24 hours. Since my messages went unanswered and when I called PHH, no other relationship manager knew what was going on. Also on XXXX, I sent an email to PHH customer service, the modification department and my relationship manager asking for help with the assistance application we had found online. We got no response so I sent it again on XXXX and XXXX. I then called them and was advised that our assistance package was received. On XXXX, the online PHH assistance portal showed that our package was received and in review. We were granted a trial repayment plan and were to make our first payment XXXX. I mailed them a check. Due to pages in our checkbook being stuck together, I couldn't find what i thought was our missing check so I cancelled the check. Again, because the checks in my checkbook were stuck together, I hadn't realized I cancelled the check I had written to PHH for our first payment. I called PHH on XXXX and told them about the check I had cancelled. I was told I could make an electronic payment that would post right away. I made the payment through my bank and it was to post no later than XXXX. On XXXX, I received notice from our bank that PHH tried to cash the cancelled check for the second time. I called PHH back to make sure our payment posted and I was told that it did. On XXXX we received a call from PHH but no message was left. I called PHH back and our relationship manager was not available so I spoke with the next available. She said her name was XXXX and had very XX/XX/XXXX English and she didn't seem to understand it very well either. She kept saying all payments were returned, including the electronic payment, on XXXX. I told her that the electronic payment was not returned and she said that PHH had reversed it back to my bank on XXXX and to contact my bank if it wasn't showing on my bank account. I called my bank and they advised that the payment was not returned by PHH. I called PHH back and was advised that they show the payment posted to our PHH account on XXXX. I told them it shouldn't have because the check payment was cancelled and the electronic bank payment wasn't made until XXXX. I was told to have my bank fax proof of payment so make sure our payment got posted correctly. I had my bank fax proof of payment with an auth number, trace ID and verification of submission. I called PHH back to make sure they received the fax from the bank and I was told they did. I had to take XXXX hours off of work to have this done. On XXXX we received a letter stating that our XX/XX/XXXX payment hasn't been received and that our check was returned. I called PHH back and spoke with another relationship manager, XXXX. He told me that our payment had posted and our next payment due was XXXX and asked if I wanted to set up that payment. I told him I did so he tried to set it up and he kept getting an error. He told me to call back after XXXX or to mail our payment in. I mailed the payment in on XXXX. PHH has not cashed that check and on XXXX, we received a letter from them, with a copy of our XX/XX/XXXX payment ( dated XXXX ), stating that the check was being returned because it was not enough to cure our default. We have also started receiving calls from realtors again and PHH 's rep, XXXX XXXX has scheduled our home for foreclosure auction on XXXX. PHH is not allowing any online access to our account, they are not returning phone calls or emails. We started sending emails so we had proof of our attempts at trying to get answers and resolution to our account. PHH has referred our home for foreclosure 3 times when they shouldn't have. proper notice was not given by them, they will not send any statements or allow online account access and they will not speak with us or return calls and emails. PHH also had the wrong phone number listed on our account when it was transferred from Ocwen to PHH. They claimed to not be able to reach us via phone but the first time they referred our account to foreclosure, their rep XXXX XXXX, made public our correct private cell number on the foreclosure listing without our permission. How did XXXX XXXX get the correct phone number if PHH didn't have it? It's not a public number and the cell phone account isn't even in my name or linked to this address.

Company response to consumer: Closed with explanation