Consumer complaint received 2019-10-02
Company: Ocwen Financial Corporation
State: LA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
my house flooded in the XX/XX/XXXX flood, I continued to make the monthly payments from XX/XX/XXXX until XX/XX/XXXX, I continued to make the mortgage payment because I did not want to lose my home, today is XX/XX/XXXX, I am still out of the house it has been deemed unlivable because of mold, mildew, and black mold. I am divorced, and I have been paying the monthly mortgage by myself since XX/XX/XXXX- XX/XX/XXXX, I would call Ocwen on a regular bases to discus sending me information regarding the house , I was told by everyone, that I was not the primary borrower, so therefore they could not disclose any information to me, I informed Ocwen on several occasions that I owned 50 % interest in the home, I was told that my ex-husband had to call to give them permission, I also have been asking since XX/XX/XXXX - XX/XX/XXXX, if they could send me correspondence to me regarding the home, they said no because I was not the primary borrower on the loan, my ex husband remarried in XX/XX/XXXX, and he wants nothing to do with the property. I contacted Ocwen in XX/XX/XXXX, I informed them that the house was still not fixed, not livable, I also told them how I had made mortgage payments on a house for twenty one months, for a house that was not livable. I called Ocwen to inform them in XX/XX/XXXX, that my Mother was ill, and that I was an only child, and that I was not working fulltime, my Mother eventually passed away on XX/XX/XXXX. I started asking Ocwen in XX/XX/XXXX if I could file for bankruptcy protection, or file for a loan modification, I have been told since XX/XX/XXXX to present XX/XX/XXXX, that I could not file for bankruptcy nor could I file for a loan modification because I was not the primary borrower, the house was scheduled for foreclosure on XX/XX/XXXX, I went to a free law clinic, they helped me in XX/XX/XXXX too fill out an application for loan modification, I continually called Ocwen, to no avail, every time I called it stated that they were having technical difficulties, I had no idea that PHH Mortgage was taking over. I received a text message on XX/XX/XXXX from a neighbor stating that my house was back on the foreclosure list for XX/XX/XXXX@XXXX I immediately contacted now PHH Mortgage about how I had found out the previous day that my house was back in foreclosure. I asked the agent why was I not notified about the foreclosure, I told her how I had been asking for correspondence to be sent to me regarding the property, because they knew that my ex husband never contacted them regarding the property, he would never answer the phone when they called, I was the only one. I was very upset, because they had my numbers since XX/XX/XXXX, and even my new updated number, the agent went on to tell me once again that I did not qualify for a loan modification because I was not the primary borrower, and that I still could not apply for bankruptcy because I was not the primary borrower, I could not believe this because I owned 50 % interest in the house, I was told as recently as XX/XX/XXXX that nothing can be done unless my ex husband files for bankruptcy. I have been telling them and also my ex husband informed them that he had no intentions to file for bankruptcy because he had remarried and that he did not want to mess his wife credit up. Ocwen now PHH Mortgage asked for a copy of my divorce papers in XX/XX/XXXX, which I submitted and still I am not eligible to file to loan modification, bankruptcy protection. I even sent them the pictures of the Flooded House, now with Infestation Of Termites, Mildew, Mold, and Black Mold, I told Ocwen and PHH Mortgage about the house being a property considered underwater. The agent informed be that the property has an outstanding balance of {$86.00}, XXXX, not including all of the attorneys fees attached to the loan. I asked if I could contact XXXX XXXX, I was told no, because they were over the loan, I informed several agents that the house, should have been paid out years ago, with that 6,75 high interest rate, we were told on numerous occasions that our credit was so deplorable that we could not qualify for a lower interest rate. I have been also asking if I could do a short sale to save the house, I was also told no. Ocwen Mortgage now PHH Mortgage has been giving me the run around and telling me a lot of misleading information, they have done absolutely nothing to trying to help me in resolving this matter, a friend told me about your company, I can not believe that I am the only one reaching out to the Mortgage company, and they are being conniving, cruel, giving me false information about me not being able to file for bankruptcy, among the other things that I alluded to earlier. I was told to start sending them letters, of things that I needed and they have ignored all of my request, I went back to the legal service and they contacted PHH Mortgage, when they thought that I had legal representation the foreclosure stopped once again on XX/XX/XXXX. I was also injured on my job on XX/XX/XXXX, I sent my entire medical history report, it did not matter, I was assigned a case worker I have been calling her I finally called and she answered the phone on XX/XX/XXXX, I was always told by one of the agents that she would return my calls, never did, I forgot to mention that I sent a Loan Modification Application in XX/XX/XXXX, I was never informed about the status of my application, So I contacted them, I was told that my application was denied, because I had signed where the primary borrower should have signed, I was outraged, I told them that they were aware that my ex husband, was not and did not have any intentions to file a Loan Modification Application, I told them that if I would not have called to check the status of my loan, that the house would have been sold under my nose. I also asked them why had they not reached out to me, because I was the only one showing interest in the home, and that they indeed had my number. I asked them what about their Mission to help the homeowners, they were not in my best interest, I am fighting so hard, because we moved in the home in XX/XX/XXXX, we, I have raised my XXXX children, I have paid too much on the mortgage to lose our HOME. Thanks I know that this is a lot to read, but I am leaning and depending on JESUS, and then The Consumer Financial Protection Bureau, I did not even know that Services like this even existed, when you do not have the legal help, nor the money we as consumers are pretty much at the mercy of the mortgage companies. Thanks in advance.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation