Consumer complaint received 2022-06-07
Company: Ocwen Financial Corporation
State: MA
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My name is XXXX, I am the representative of my fathers estate. I am in the process of securing a loan to pay off my fathers reverse mortgage. The reverse mortgage company, XXXX either sold the note, changed names or was bought out, I'm not sure which but the new loan servicer is PHH Mortgage . 
I have been regularly communicating with PHH about my needs for documentation and my intentions to pay off my fathers loan. PHH has also been in communication with my lender, Reinforcing the fact that I am working on acquiring the funds to pay off my fathers loan. 
PHH has not been easy to deal with. Every time I call, I get a different representative, and it seems as if they do not communicate with each other very well and is some instances at all. 
It took 3 months just to get the Payoff figure from PHH. 
As I mentioned earlier there was a transfer of servicer for my father 's loan, it changed from XXXX to PHH. To close the loan, so I can pay off PHH, my lender needs a document explaining this transfer of service. 
On XX/XX/XXXX XXXX I contacted PHH and spoke to a woman named XXXX and requested this " explanation of transfer of service '' letter. She said she will make a request to have that document sent to me, it will take a couple days. I also needed to submit to PHH the probate documents granting me the position of representative of my fathers estate. I submitted those documents while I was on the phone with her. 
I called PHH on XX/XX/XXXX, at XXXX AM and spoke to XXXX. After explaining the situation to her she informed me she could not send the document because PHH does not recognize me as the representative of the estate. I need to submit the XXXX documents granting me the position of representative. I RE-submitted the probate documents while I was on the phone with her. She told me she could see that I had submitted the document, but she could not open it. She said the legal department would review the probate paperwork and I should call back in a couple days to check on its status and re-request the needed transfer of service letter. 
I called PHH on XX/XX/XXXX and spoke to XXXX, she informed me that PHH still did not recognize me as the representative of the estate. 
At this point I really did not know what to do. I spoke to my attorney and he assured me the documents were the correct ones. 
On XX/XX/XXXX I spoke to XXXX at PHH and she informed me I needed to submit documents showing Proof of executorship or similar appointment. I informed her I had done that already. 
On XX/XX/2022 I re-submitted the same documents that I had submitted on XX/XX/XXXX granting me the position of representative of my fathers estate. 
Also, on XX/XX/XXXX, I spoke to MY lender and he was going to try to push the loan forward without the letter explaining the transfer from XXXX XXXX PHH. 
Also, on XX/XX/XXXX I secured the Insurance Binder for the property. 
XX/XX/XXXX, I went on vacation to North Carolina, thinking everything was in order. 
On XX/XX/XXXX, I was informed that the letter explaining the transfer of service from XXXX to PHH was in fact necessary. My lender tried to push forward without it but could not. 
On my return from vacation XX/XX/2022 I called PHH and spoke to XXXX. I explained to him my need for this letter of explanation for the change of service from XXXX to PHH. He said no problem I will get that you in a couple days. I asked him to send a PDF of the document to my email, he said he could not, that is handled by another department, he will make the request and I should see it in my email in a couple days. 
I did not receive any document. 
XX/XX/2022, I received in my home mailbox a letter for PHHs attorney informing me of there intent to foreclose on my property and peruse a sale by auction. 
On XX/XX/2022 I spoke to my attorney about the foreclosure issue He immediately sent an email to PHH informing them of my intent to pay off the loan, and he asked PHH to contact him to confirm PHHs willingness to postpone the upcoming auction. PHH never contacted My attorney On Sunday XX/XX/2022, I found in my home mailbox, a letter From PHHs attorney informing me of PHHs intent to auction my fathers house on Tuesday XX/XX/2022 at XXXX : PM. 
I called PHH XX/XX/2022 and spoke to XXXX. I explained to him the need for this document that shows the transfer of service from XXXX to PHH. It took him 15 minutes to find the document. He told me he could not send it to me directly he has to make a request to another department to send the document, but I should have it by the end of the day. 
I also asked XXXX if I could get an extension or a hold on the auction due to the lack of response from his colleges. I explained to him that I have everything in order, this document was the only Item I needed to close this loan and pay off PHH, and I have been fighting for it for more than three weeks. He submitted my request for a hold. 
By the end of the day XX/XX/XXXX, I still had received no document I called PHH XX/XX/XXXX, at XXXX PM and spoke to XXXX. I informed her of the situation with this document. It took her 20 minutes to find the document. She asked me if had a fax machine. I do not I replied who uses a fax anymore she said I can get you this document right now if I had a fax number, how about you mortgage lender? Do they have a fax? I texted my mortgage lender and he ( XXXX ) texted me the fax number. XXXX faxed the needed document directly to my lender. 
One month! 
It took one month to get one document from this reverse mortgage company. And now because it took so long to make this happen PHH decided to auction my fathers property, because of a delay they caused. 
I am living in this house, it is the house I was raised in. I sold MY house in XXXX XXXX and moved into my late fathers house with the goal of preserving this property for myself and my children and my grandchildren. 
PHH has dragged their feet and neglected to provide me with the documentation I need to close a loan in a timely fashion so I can Pay THEM. And on top of this they are going to auction my fathers house. I am going to lose my fathers property and I am going to be homeless because of their neglect, indifference, unprofessionalism, poor business practices. 
How is this fair?

Company response to consumer: Closed with explanation