Consumer complaint received 2020-06-29
Company: Ocwen Financial Corporation
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/2020, I contacted XXXX XXXX, the mortgage servicer of my PHH Mortgage to request a forbearance on the mortgage for 90 days due to financial constraints caused by Covid 19. The forbearance was granted for the months of XXXX, XXXX and XXXX, XXXX. 

On XX/XX/2020, I again contacted XXXX  XXXX and told the representation that I wanted to be removed from Forbearance and made payment in the amount of {$2400.00} effectively paying my XXXX, XXXX and XXXX mortgage payments. Then in XXXX on the XXXX I made an internet payment of {$800.00} for the typical XXXX payment. 

I spoke with XXXX XXXX on the XXXX of XXXX at XXXX XXXX requesting to refinance my current mortgage with PHH. XXXX obtained all of the information and after pulling a credit report determined an interest rate, payment structure for the refinance package. Upon closer inspection, XXXX found that PHH still had my mortgage in forbearance and indicated that he couldn't help me with refinance because of it. I explained that I wasn't in forbearance and even though XXXX was with XXXX XXXX who services the mortgages for PHH, that I would have to contact PHH directly to obtain a letter showing that my mortgage was no longer in forbearance. I immediately contacted PHH and after being told that the matter would be investigated, the investigation taking between 8-14 days, I asked to speak with a manager/supervisor. I next spoke with XXXX ( XXXX ) XXXX x XXXX, explained that I had made full payment in XXXX to get out of forbearance and even had made my XXXX payment on line. XXXX indicated that I had been re-enrolled in the forbearance plan on the XXXX of XXXX, but could not explain why. I never was contacted, never requested it and never authorized it. I demanded a letter to give to XXXX at XXXX XXXX showing that I was not in forbearance so that the refinanced loan could be processed. I received an e-mail on the XXXX confirming that my account was no longer in forbearance. I forwarded the letter to XXXX XXXX  attention and never heard back from XXXX XXXX, never received a refinance package from him. 

I received a letter from XXXX XXXX dated the XXXX of XXXX, showing that I was denied credit and the ability to refinance because I was in forbearance with PHH still. This was the same day that I received the e-mail from XXXX  XXXX and PHH Mortgage that I was not. 

Not having heard from XXXX XXXX at XXXX XXXX, probably because I was wrongly denied credit by his company, I applied for refinancing through XXXX XXXX. Their loan officer again found that my account with PHH was still under a forbearance plan. 

I was very happy that PHH helped me with the forbearance in XXXX. I paid them all outstanding monies owed on the mortgage within the 90 days on XX/XX/2020 with the direct instruction to remove me from forbearance. PHH Mortgage and XXXX XXXX, without my knowledge or approval, re-assigned me to forbearance, in XXXX, even after I had made my normal XXXX monthly mortgage payment to them. Again, why they did this is unknown to me. They claim to have sent an e-mail, I never received an e-mail from them and more importantly, they never received confirmation from me that I wanted to be in forbearance. 

Now, everyone that sees my credit report thinks I'm still in forbearance and I'm not.

Company response to consumer: Closed with explanation