Consumer complaint received 2016-01-14
Company: Ocwen Financial Corporation
State: IL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I was approved for a HAMP Loan Mod on XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX, I lost my job. I spoke with my relationship manager and XXXX advised I either make the payments timely or reapply for a loan mod. I had already waited a year to be approved for the loan mod. I paid Ocwen when I was unemployed, I was concerned if I reapplied my payment would be higher. XXXX DID NOT ADVISE ME YOU CAN ONLY GET A HAMP LOAN ONE TIME ONLY. 
I made payments with an agent by Phone for XXXX, XXXX, XXXX payments. On XXXX/XXXX/XXXX, I called to say I would be paying more timely. XXXX told me I was denied because I did not return my paperwork to be notarized. I told her I never received the paperwork and I was not told they did not receive it. I was told they showed tracking that this was mailed to me without a signature. I SAID WHY WOULD I MAKE PAYMENTS AND NOT RETURN THE PAPERS IF I RECEIVED THE DOCS? I SAID " THIS DOES NOT MAKE SENSE ''. I asked why I never received a letter I was denied or a phone call. XXXX said several calls were made to my voicemail that was full. I said I have been looking for employment and my voice mail and cell phone never showed calls from Ocwen. I said you must have called my home phone that is not working. SHE THEN GAVE ME MY HOME PHONE NUMBER TO CONFIRM AND ALSO MY CELL PHONE TO CONFIRM. I SAID I DO N'T UNDERSTAND WHY YOU CALLED BY HOME PHONE WHEN EVERY APPT CALL WE HAD WAS MADE TO MY CELL AND I SAID THE BEST NUMBER TO REACH ME AT IS MY CELL NUMBER. 
I said I did not receive any phone calls from the end of XXXX through XXXX. I NEVER RECEIVED A DENIAL LETTER OR TRACKING THAT I RECEIVED A DENIAL LETTER. She said l would need to reapply for another loan mod. I WAS NEVER GIVEN THE OPPORTUNITY TO DISPUTE MYHAMP DENIAL WITHIN 30 DAYS OR A CALL OF THE DENIAL ON A VOICE MAIL THAT WAS NOT FULL.. 
When I reapplied, I was approved for a standard loan at a higher rate and my payment jumped from {$1200.00} to {$1600.00}. THIS IS A {$390.00} DIFFERENCE. MY INSURANCE WENT UP {$120.00} a year and my taxes went down. IMAGINE MY SHOCK WHEN XXXX SAID on XXXX, CONGRATULATIONS YOU HAVE BEEN APPROVED FOR A LOAN MOD to I was told it would be a higher amount.. I asked for the information and she said it was not available and they mailed it out. She later gave me the information. OnXXXXXXXX, I was told the loan mod mailed XXXX. XXXX said I could dispute this but hold on to the loan mod paperwork. She spoke to her manager XXXX XXXX and they would send this to underwriting. 
On XXXX, I was advised I could not dispute this. On XXXX, I spoke with XXXX XXXX at the Ombusman office. HE SAID HE DID NOT SEE ANY RECORD OF ME BEING TOLD I WAS DENIED WHEN I PAID AN OCWEN AGENTS BY PHONE. On XXXX/XXXX/XXXX, I was told by by a relationship manager I could not dispute a loan mod after I was approved. ONLY IF I WAS DENIED. FUNNY, I NEVER HAD THE OPPORTUNITY TO DISPUTE THE HAMP DENIAL OR WAS GIVEN A PHONE CALL OR DENIAL LETTER AND TRACKING OF DENIAL LETTER. 
I reapplied for a loan mod last year, because my payments were increased {$150.00} a month due to escrow.My insurance only went up {$12.00} a month and my taxes went down. I then got insurance that cost less. My payments have now been changed to the amount it was before the loan mod.

Company response to consumer: Closed with explanation