Consumer complaint received 2022-08-05
Company: Ocwen Financial Corporation
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
The property was purchased by me XXXX of XXXX with intent of retiring there. After the loan was sold to PHH, now XXXX, it has been a miserable experience. Im trying to work with them to make good on my loan/contractual obligations. It has been increasingly difficult to get information with my loan pertaining to prier fees/itemized transactions, schedules/amortizations, or access to my account. 
Any information previously requested to better understand their way of business has been met with incompetence, confusion or just plain disregard. I have had provisions provided by H.R.6741 116th Congress ( XXXX ) COVID19 Mortgage Relief Act. This began XX/XX/XXXX and ended XX/XX/XXXX, during which time the mortgage company added many unknown fees to my account. PHHXXXX hired management companies to visually inspect the property without my knowledge. While away from my residents, the Management Company broke into my house. 
Upon returning home, I discovered broken glass in the kitchen with pieces of garbage discarded throughout the inside of the house. While examining the mess left behind, it was clear the perpetrators made themselves comfortable. After noticing stains on furniture, flooring and walls just to name the obvious, it was very disheartening. A good portion of this mess they left strewed about on various surfaces or flooring, were stolen from the house to drink or eat. The backdoor of the house was clearly the entry point, fitted with a new doorknob/bolted lock and lockbox. After calling the Police to file a report, I waited outside for the officer to arrive while trying to regain my composer. 
During the walkthrough with an officer, I began to notice many missing items in every room. Still trying to make sense of what had happened, my girlfriend began calling different people to see who would be responsible for such a heinous act. Eventually it was obvious by information given to me, that the bank was behind the over-all end result. 
After notifying all parties involved, including the scared contractors/management companies that were too nervous to speak, I contacted XXXX my home insurance company. The insurance company was very interested in all parties involved with the criminal acts committed to my property. I made it very clear that I would not contaminate the crime scene until given further notice. Understanding that I could not stay there with how disgusting these criminals left the house. One of the two Police officers that responded suggested I leave a clearly stated message for anyone that returns. I left many full-page posters with detailed instructions to contact me with a cell number attached should anyone visit my property, for any reason. I then taped them in numerous windows and doors facing outside prior to my departure. 
These posters were placed inside to prevent deterioration, in plain view without obstructions. Each explaining with bold marker to whomever, I will exercise my right to protect person or property with XXXX force if necessary. The poster-style warning signs all had my phone number with a statement above, any question call. During this time of wait and correspondence between investigators, I would return to checkup on my property. Not long after, on one of my visits, I discovered that the house had been ransacked again. Only now it looked as if it was retaliatory by the amplified amount of interior/exterior damage. Much like the first breach/break-in of my property, there was a new door lock with a lockbox attached to the backdoor. 
The damage from these vandals has now become extreme, leaving my house uninhabitable. After reaching out to my insurance company to inform them of the catastrophic loss, they asked for my voice recordings as well as documents/ Police reports needed for their attorneys. I gladly agreed to give them any information collected from all parties involved with this crime. I was also required to appear ( via XXXX  ) for an Examination under oath with a Law Firm on behalf of my insurance company. 
Because of the convoluted enormity this has become, I was advised to retain my own attorneys. I'm continuing to collect additional information to prepare for litigation if needed. I know there is a huge increase of fraud in the US, creating new acts with protocols to combat important crimes like " Fraud for Profit and Public Corruption. I'm just dealing with a bank and potentially an insurance company. That being said, I've reached out to many attorneys with little success. Only one firm was able to take this case and informed me that nothing can be done until the insurance company denies my claim. 

This is all happening while my home of seventeen years hangs in the balance. The mortgage company has not agreed to any proposals I've made for repayment or made a final determination. Any call to the mortgage company for updates on loan status continuously becomes confusing for the representatives there. In the past I have been informed by the mortgage representatives that the house was in foreclosure. 
Only after raising notice to all kinds of federal violations did someone eventually get involved. Then their story would change, stating, still investigating loan qualifications. The original question did not get answered until pressured to clarify. When someone with enough rank could answer that, then the house had never been in foreclosure, and they are willing to work with me. I'm assuming because of the Covid 19 Mortgage Relief Act imposed on mortgage companies, PHH/XXXX  is entitled to lock me out of my loan access online. 
The scheduled call for loan modification became XXXX ; the only alternatives given were foreclosure or full payment. When the representative denied a possibility, it was followed by options that include selling my house for less than it's worth. The question was raised why the other more reasonable options for repayment had not been offered. Then I would be placed on hold for long periods, even being disconnected. When someone did answer, I was told to pay the full amount. The representative when asked for that total gave me the amount to pay off the entire loan. 
My girlfriend thankfully was able to assist for further action as to resolve the matter later. The end result was something not received for an option on their part. My girlfriend checked the information sent for clerical mistakes or confirmation. Then spoke with more people at the mortgage company to confirm. Everything was correct with a confirmed receipt attached to the inbox, still no resolve. This is very concerning ; especially when they keep pushing it further out for evaluation. My girlfriend has even sent the information requested directly to a representative. 
Any help on this matter is greatly appreciated. 
Thank You

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation