Consumer complaint received 2019-12-02
Company: Ocwen Financial Corporation
State: MS
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
PHH Mortgage squired my loan from Ocwen earlier thus year. I was already behind due to a decrease in hours of work at my job. By the time I was able to make a partial payment, the account was already sent to foreclosure. I woke with the company and acquired a loan to pay the amount in arrears but the company added an excess of fees above the amount I was behind. When I went to the mortgage company to pay the amount, the would not accept a payment. I was instructed to apply for a modification which I have done previously as well as a repayment plan with Ocwen. The process then was easy and simple and it only took 30 days to complete. 

On XX/XX/XXXX after receiving the notice of foreclosure letter, I contacted an attorney who filed to stop the foreclosure. I then began the modification process with PHH. OVER and OVER again i was asked to send the same documents over and over again. It was very frustrating. I sent them same documents so many times that one representative told me she was going to file a complaint because she was able to find ALL of my documents so she didnt understand why no one else could. I called in and waited and waited. I FINALLY received a notice on XX/XX/XXXX that they had all documents and would start reviewing my file. On XX/XX/XXXX I received yet ANOTHER letter stating I needed to submit a NEW application and documents because my application had expired. I immediately called in and asked to speak with the assigned relationship manager. It wasnt until after I filed a complaint on the Consumer Affairs website that I received a call. He was kind and spoke with me and helped me with what I needed to do. He said he would call the next day but didnt until 3 days later after which he stated that there were so many documents in my file that it was overloading the system. He finally instructed me about which documents to submit and explained why. He asked me to call him and let him know when said documents were submitted. I called and did just that. Since then, I have not received a call from PHH. I have had to call them SEVERAL times because the website INSISTS that they still do not have my documents. Come to find out, email address that I was given to send my documents had changed WITHOUT NOTIFICATION!!!!!! I was livid and called them YET again and spoke with someone who told me they needed loss statements from my business. FOR THE 50th time I explained to them that I DO NOT WORK FOR MYSELF and that ALL 3 PAY STUBS from the 3 jobs that I now work were included in the packet. They then came back  and asked for proof of XXXX XXXXt on my bank statements. I had the bank print the photocopy of ALL XXXX XXXX CHECKS and emailed them ( TO THE CORRECT EMAIL ADDRESS THANKS TO YET A DIFFERENT REPRESENTATIVE ) as well as uploaded them to the website TWICE along with the explanation that I dont always deposit the checks. I sometimes cash them but the BANK STILL SHOWED PROOF OF CHECKS BEING TAKEN TO BANK!!!! Af of today, the website is still asking for additional documentation to which I have NO CLUE as to what they need because when I call the wait times are RIDICULOUS due to SO MANY CALLS. There are so many complaints about this companies practices. Their payment website isnt functioning and people are saying they are claiming not to receive payment. I had until XX/XX/XXXX to submit documents and I have submitted these documents OVET AND OVER again. There is a BREAKDOWN in their system somewhere and this company is NOT concerned with helping homeowners!!!!! I have already paid a lawyer {$1200.00} to avoid foreclosure but Im not sure what the next step will be if this modification isnt successful. I am a single mother of XXXX and I am very well capable of keeping my home at this point. I have given them bank statements proving this!!!!! The income is above what I need to support a fair mortgage agreement. PHH is unprofessional and their system is BROKEN. As you can see by the attachments, I have been submitting these documents over and over again in both email and uploading to website since XX/XX/XXXX and ACCORDING TO THE WEBSITE, MOSTOF THE DOCUMENTS WEREN'T EVEN VIEWED!!!!!! They have been sued once for unfair mortgage practices and it seems as if they have it fixed the problem. I have filed two more complaints to the consumer affairs bureau that have not been published or responded to. PHH NEEDS TO FIX THEIR SYSTEM!!!! I just want to save my home!!!!

Company response to consumer: Closed with explanation