Consumer complaint received 2018-06-06
Company: Ocwen Financial Corporation
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
We purchased our home in XX/XX/XXXX through an FHA loan from GMAC Mortgage. Sometime during the next couple of years, Ocwen Loan Servicing, LLC. Since XX/XX/XXXX, I have been a XXXX XXXX XXXX for XXXX XXXX XXXX and like XXXX, we work 10 months out of the year. During XX/XX/XXXX, XX/XX/XXXX and early XX/XX/XXXX, I have little to no work. My wife and I have XXXX kids, 1 vehicle in which we share, so my search for work during the summer ( even PT ) has been very difficult, because not only do I live in a small town, but no one hires someone who is wanting to work temporarily during the summer who will not stay on when the school year starts. I make decent money during the months between XX/XX/XXXX and XX/XX/XXXX,  so paying bills is not really an issue during this time. 

Last summer, we fell two months behind ( XX/XX/XXXX, XX/XX/XXXX ) because of the summer and in addition, we were hit by XXXX XXXX in XX/XX/XXXX. The hurricane did some major damage in our area, being considered by the state as a " disaster area ''. We had two rooms that were flooded by torrential water and we had to spend what little money we had to try and get that cleaned up and make our home livable. We contacted Ocwen Loan Servicing, LLC immediately to let them know of our situation. They said that we could have a forbearance on our account, which would push off payments until XX/XX/XXXX. Our account would still be two months behind and we would be required to pay {$900.00} and change in the mortgage over a period of 6 months. I told them up front that we would not be able to make those payments, because were still attempting to stay afloat after having the summer off and catching up on everything. The agent at Ocwen told us we could apply for a loan modification on our account on XX/XX/XXXX, which we did. 

We had gotten a loan modification on the account in XX/XX/XXXX and though Ocwen was able to push back the past due to the end of the loan, it was still not solving the summer issue. I made this clear to them several times and though I did this, I think there may have been a language barrier a bit, because most of the time when I would call ( I would say 9 times out of 10 ), I was talking to someone in XXXX. Despite the request to speak to someone in the states who spoke clear and comprehensible English, I was often met with mild hostility on the other end. That modification took Ocwen several months to do because even though I would send in all required documentation, they kept coming back saying they need more, then I would send those and still they needed more. That XX/XX/XXXX modification took over four months to complete. The process was a nightmare for us. 

Fast forward to XX/XX/XXXX. I fill out the modification application again and send ALL required documentation in. Over the next 6 months, yes SIX MONTHS, I would get mail from Ocwen telling me they needed additional information. I would send the additional information, sometimes even updating pay stubs along the way. I would say over that time, I had sent close to 12 emails with additionally requested information. I kept in contact with Ocwen every week asking for updates. They kept referring to the " underwriters '' as to the ones who make the decisions and request for additional documentation, but after requesting to speak to someone in their underwriting department, they refused, telling me that " they do not speak to customers ''. My issue at the time and during the whole process was when I would send in more documentation was, it would take them 2 weeks at a time to let me know if they had received everything and if the information they received was okay. Every time I would call in or they would call me THERE WAS ALWAYS SOMETHING ELSE THEY NEEDED!!! They dragged this out for six months even after keeping up with them on a weekly basis and still have to break through the communication barrier of having to talk to agents from XXXX/XXXX. 

Finally, in early XX/XX/XXXX, I received a call from Ocwen letting me know that the underwriters had everything they needed in order to process the loan modification. Then I got a letter from Ocwen around XX/XX/XXXX that was dated XX/XX/XXXX saying that the loan modification was " denied ''. The reason? " The owner/and or insurer of your loan allows only one modification every 24 months '' The owner of my loan according to the letter is ... " Ocwen Loan Servicing, LLC ''.???? 

I immediately called Ocwen and let them know how upset I was that not only did they deny the request, but the reason given and the fact that Ocwen owns our loan - they would have KNOWN up front in XX/XX/XXXX when we applied for the loan modification that we had gotten one in XX/XX/XXXX. Had we KNOWN this in XX/XX/XXXX, we could have looked at other options, such as borrowing from family or something. At NO time during this process did they EVER mention we would not even be able to apply for a loan modification because we had gotten one in the past 24 months. When I asked the agent this, they couldn't tell me why and I even offered to make an immediate payment and they said they could not accept anything other than the {$8000.00} due on our account for reinstatement.???? 

My wife and I extremely upset because we have been in contact with Ocwen Loan Servicing, LLC EVERY SINGLE WEEK FOR MONTHS!!! Now we are in a position to where we may lose our home and leave us and our XXXX children ( XXXX of which are XXXX XXXX   ) on the street without a home because Ocwen Loan Servicing, LLC deliberately kept information from us and now they are leaving us with only three choices. Foreclosure, Deed-in-Lieu or Short Sale. How is that fair to us? We have done everything they have asked us and I feel they deceived and kept things from us and dragged out a process to a point in which we no longer have a choice. We don't have money to hire an attorney to fight this and I am just upset because because of their deceit, we stand chance to lose our home. 

We have researched Ocwen Loan Servicing, LLC and apparently we are not the only homeowners that have or are dealing with this issue with them. Apparently thousands of others are dealing with these similar kinds of shady and deceitful practices by Ocwen. 

Hoping this complaint can help because we honestly don't have any other options.

Company response to consumer: Closed with explanation