Consumer complaint received 2022-10-05
Company: Ocwen Financial Corporation
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/XXXX applied to get Mortgage Assistance from my Mortgage Company and went through the application process for 3 months of missed payments due to covid related work issues. In the course of the process, I had to submit several documents : verification of income, bank statements, proof of home ownership, etc. This was done in a timely manner through a series of emails. 
On XX/XX/XXXX I was told that they didn't receive the documents and I needed to send them again additional documents from the ones I submitted : I sent them the following : my Marriage Certificate Driver License Death Certificate XXXX XXXX  personal bank statements XXXX XXXX bank Statements 6 months payments of rent from my brothers and the Application of the Loan Modification ( they said they didn't have it on the file ) The mortgage company had scheduled a call to follow up on the progress of the mortgage assistance. 

The follow-up call was the same : On XX/XX/XXXX They proceeded to tell me additional documents I needed to submit and included my brothers on the application since they are part owners of the home and they had the covid related issues with their income. 
I submitted it again because they said the digital copies were not legible Attached are the following Documents requested for Loan Modification Application Mortgage Assistant Application : For Consideration of Long or Short Term Death Certificate Clarification Signed Letter Court Order of Property through Probate Court Title of Property in question Marriage Certificate Profit and Loss Statement Brother 1. Most Recent Pay Checks XXXX and XXXX XXXX XXXX. Most Recent Pay Checks On XX/XX/XXXX The mortgage company set up another appointment to verify that the documents were correct, however, they informed me the documents were again not legible and that I need to send it again. 
To be clear the following documents are resent because of missing information. 
Clarification Letter of Identifying title holders of property. 
The letter details their financials. 
One of my brother names was missed spelled on their end and I had to clarify that it was not a XXXX  it is an XXXX  for his middle name Profit and Loss is for Myself Employment Pay stubs for XXXX XXXX and XXXX At this point, I am calling them every week to check the status of the paperwork because I wasn't sure if they received everything and I was beginning to go into another default month to repay. 

On XX/XX/XXXX they requested more documents I wrote in an email : Thank you for the support and patience, I have attached the final requested Documents from my brother who was on a work trip. and I sent them again the filled out the application and signed. 

XX/XX/XXXX checking with them they said they still do not have the application for one of my brothers and I have sent them already XXXX times. 
XX/XX/XXXX they are requesting again more income documents since we have proceeded into a new month and wanted to update the file. 

XX/XX/XXXX they needed another employment verification of my work that they already had. I had to send it twice that day because they said they did not have it. 

XXXX they denied my application and said I have exceeded the 90 days of the payment and need to pay upfront for 7 months or we can get you more options for repayment. 
Such as a deferment to take the outstanding balance at the end of the loan or pay out the outstanding balance plus the mortgage over the series of XXXX payments to avoid foreclosure. they told to apply for the deferment and I did three times on he calls in XXXX, a second time two weeks later to check the status of the deferment and they said I never applied for it. Then again XX/XX/XXXX after I called to check the status of the last time reapplied. 

Then the agent on the phone said I should have never been applying for a loan modification in the first place because I was already 90 days past due and they would have denied it based on that. then she looked further and said I was in forbearance during those three months delinquent and they should have not counted those three months and should have worked with me in another program. I was in a covid related issue with my brother 's work and trying to head off a huge financial loss.

Company response to consumer: Closed with explanation