Consumer complaint received 2020-09-01
Company: Ocwen Financial Corporation
State: MA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
My loan with Ocwen Mortgage became delinquent XX/XX/XXXX. I then found out that Ocwen Mortgage had sold my mortgage to PHH Mortgage for all future servicing. During this transition period records where continually being lost and not accounted for as PHH did not understand the documentation from Ocwen because their forms where different. I was, then, at a standstill, until I got a Case Manager from PHH named, XXXX XXXX. On XX/XX/XXXX, I received a PHH letter from XXXX XXXX indicating he would handle the PHH application for a loan modification. Tax returns, pay stubs were requested by XXXX, as well as a written statement of my husbands illness. 

XX/XX/XXXX, PHH acknowledged receipt of their " Request for Mortgage Assistance '' package, pursuant to Massachusetts law, along with instructions. 

A new letter was received XX/XX/XXXX acknowledging receipt again, but this time indicating the application was incomplete and indicated what documents were missing. 

Then, another letter, same date, XX/XX/XXXX, came another letter with another document they needed submitted. 

On XX/XX/XXXX, I received a letter indicating they wanted obtain a " valuation '' of the home, and they additionally acknowledged that the " loss mitigation Financial Package '' was received with the missing information. 

Again, on XX/XX/XXXX PHH sent a letter stating they were still missing information from the Mitigation Package. 

XX/XX/XXXX an PHH Mortgage letter arrives indicating that we may file for a loan modification as PHH will honor it as a successor to Ocwen Mortgage. 

On XX/XX/XXXX PHH Mortgage acknowledges receipt of " Request for Mortgage Assistance '', was received complete. 

The same date, XX/XX/XXXX received another letter saying the application was incomplete and missing a pay stub. 

On XX/XX/XXXX received a letter saying that I had a " new '' case manager, XXXX XXXX. 

XX/XX/XXXX faxed a letter from human resources with PHH requested pay check information with earnings. 

On XX/XX/XXXX, received information that I have another new case manager, XXXX XXXX and that she had received the application, but, of course, it was missing information. 

XX/XX/XXXX, PHH acknowledged receipt of letter asking for help.. 

On XX/XX/XXXX I faxed another statement from my employment giving PHH my earnings thru XX/XX/XXXX. 

On XX/XX/XXXX received a PHH letter requesting pay stubs from my husband, XXXX XXXX. 

In all requests for information from PHH, we have complied and sent them appropriate documents. 

On XX/XX/XXXX received a letter offering early intervention-borrower assistance. 

On XX/XX/XXXX received letter saying, again, documentation was missing. Fully complied and sent letter from XXXX XXXX doctor on XX/XX/XXXX. 

XX/XX/XXXX received letter that PHH was missing information. 

XX/XX/XXXX, sent another new package in to PHH for a Loan Modification. 

XX/XX/XXXX, received letter acknowledging receipt of my application. 

XX/XX/XXXX received letter from XXXX XXXX, stating our application was incomplete, again. 

XX/XX/XXXX received PHH letter stating missing documents, again. 

XXXX, XXXX, XXXX received another letter stating PHH was missing documents, again. 

On XX/XX/XXXX received another letter stating missing documents. 

On XX/XX/XXXX received another letter stating missing documents, again. 

On XX/XX/XXXX I received another letter stating missing documents. 

On XX/XX/XXXX I received another letter on missing documents. 

On XX/XX/XXXX letter received for missing documentation. 

On XX/XX/XXXX, received letter to offer early intervention-borrower assistance from PHH. 

I sent a letter to XXXX XXXX, the head of PHH, asking for his assistance on XX/XX/XXXX, XXXX pleading for his intervention. I consistently have supplied all information to PHH with them constantly telling me that they are missing documentation, and stalling and stalling, with no end in sight. 

On XX/XX/XXXX PHH answered my letter indicating that we are stalling them, when I have documentation showing hundreds of faxes and letters from my human resource manager showing that I have always sent them what was asked. 

It just isn't the case. We have bent over backwards to supply them the information they require, only to receive form letters stating they are missing information that we have definitely supplied. 

I am in need of oversight of PHH, and a venue put in place, that allows me my right to a decision of a loan modification or not. My equity is disappearing rapidly, and one might assume all the delays have an intent. Please help.

Company response to consumer: Closed with explanation