Consumer complaint received 2022-12-27
Company: Ocwen Financial Corporation
State: ND
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
We have been applying for a short sale for our home in XXXX. We moved XXXX years ago and no longer live in the area. We could not sell the house for what we owed, so took advisement to get a short sale. We have submitted documents and our realtor has as well. Every month they give us another thing that is missing or a document list that we need to re-submit to them. We have had a very hard time getting their exact wording on contracts because it is language like XXXX  obligation that our realtor and the title company didn't even know what was, and then found out it is not part of our title, so we amended that on the contract. Most recently they want me to resubmit the tax documents for 2 years, signed. For example, I sent the official IRS downloads, but they want them signed, so I am signing them as is. They wanted a pdf copy of our paystubs instead of jpg. I have resent it. They canceled it all at XXXX point, saying that we missed the deadline, when in fact, the realtor and I sent in duplicate copies and updated dates for the short sale application. Now it is under review again. The loan was with Ocwen, now with PHH. Every month they just make another appointment with the relationship manager person and say we aren't turning in all the documents. We feel that they are making a paper chase for us to fall through and just give up and they forclose. It was our family home and saddens me that they will not let us sell it for something rather than get nothing out of it. 
Here is my log of calls from them. 
XXXX XXXX : Permission for Realtor to speak on our behalf was given. 

XXXX XXXX- emailed to ask for a short sale form, XXXX spoke on the phone with ID XXXX haha. She informed me it was going well, but I needed to go on the Phh website to www.mortgagequestions.com and go to FAQ and fill out the mortgage assistance form for the short sale. She said after filling it out you can e-mail it back to them. Received an email that it was received. 


XXXX XXXX, XXXX ID XXXX - Asked if the short sale has been approved. Next steps : Review for short sale. 30 days from completion of packet. Documents accepted and all stars checked on document site. 
Appointment moved to XXXX XXXX at XXXX am XXXX XXXX - XXXX  - Relationship XXXX. All docs are accepted. Under review. Will hear something soon, ( Still havent as of XX/XX/XXXX ) next appt. For XXXX XXXX at XXXX. 

XXXX XXXX - Sent updated purchase agreement and short sale form to PHH and realtor- per realtor. 

XXXX XXXX - call - waiting on paperwork from realtor to them. I sent an updated copy of our bank statements. 
XXXX XXXX Need to send to email. 
Copy of two months bank statements- me Letter that we are not an LLC -me 3rd party authorization form - realtor sent Listing agreement from realtor sent Copy of multiple listing service - realtor sent Disclosure statement - realtor sent Purchase contract & addendums- realtor sent Buyers proof of funds, pre-approval letter - realtor sent Commitment letter on letterhead or bank statement of buyers within 90 days - realtor sent Listing and selling agents license or provide copy of estimated settlement with out realtors commission- realtor sent and I sent all the above XXXX XXXX - call moved up to tomorrow with XXXX. 
All documents are accepted, we think. 
XX/XX/XXXX- they called me - collections call - update for Short sale Documents needed - sales contract realtor license XXXX party - realtor sent XXXX XXXX ID XXXX Still need a sales contract with pace obligation from realtor - realtor sent Realtor License for them - realtor sent XXXX XXXX authorization - realtor sent Bank statement for XXXX for XXXX I sent XXXX tax XXXX for XXXX- I sent Pay stubs from us for most recent one each - I sent Confirmation letter from XXXX of most XXXX buyer. realtor sent Before XX/XX/XXXX Fax XXXX XXXX XXXX XXXX XXXX XXXX Spoke to XXXX XXXX and she said that all of our applications and documents had to be canceled and resubmitted. 
The XXXX  obligation wasnt on the contract. She couldnt tell me what that stands for, so calling back on XXXX XXXX to speak to a supervisor. 

XXXX XXXX- the XXXX I talked to couldnt tell me what XXXX  stands for.

{ Realtor said that the title company said we have NO XXXXXXXX  on our title, therefore we should not have to show it. She believes this is a tactic to draw out the process until we give up } A letter was received that documents werent turned in on time and now its being canceled. 
I called them : XX/XX/XXXX XXXX XXXX XXXX Status of short sale? 
Documents? Confirmed receipt of sale agreement. 
XXXX XXXX XXXX XXXX ID Still Looking for : Signed and dated two most recent IRS federal XXXX returns- I resent Sales contract -or letter of explanation stating no fees in property signed by buyer and seller- realtor has sent License for our realtor - realtor has sent Financial form with expenses listed for seller - I sent with reapplication Resend paystub in pdf form- I resent She is putting in a request to research to review the documents that were already sent. 
I can call back on XXXX XXXX to check again. 

Called me, agent ID XXXX XXXX Never mind! She got off quickly since I had just talked to the other one! 

XX/XX/XXXX next appointment XXXXXXXX XXXX

Company response to consumer: Closed with explanation