Consumer complaint received 2020-03-02
Company: Ocwen Financial Corporation
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Concerns : Wrongful intent to foreclose Poor credit reporting Payments not being applied to my loan Inconsistency information given Being LIED too by each and every PHH representative WHERE IS THE MONEY?! 


To whom it may concern : We would like to express serious concerns regarding our Mortgage Lender PHH Mortgage Company. Please assist in any way possible.  They have received our payments and have not applied them to our account stating that we now are past due {$5500.00} for the months of- XXXX XXXX XXXX XXXX and now have sent an Intent to Foreclose document. We have had several conversations asking them why they have not applied our payments. All we continue to get is a bunch of lies and the run-around. They tell you anything to get you off the phone. So I then started tracking down the representatives ID numbers and names, which are all based out of XXXX! 






XXXX and Name= XXXX XXXX and Name=XXXX   XXXX XXXX and Name= XXXX ( a supervisor that suppose to put a request to expedite the finial terms and agreement of the remodification but never followed up or completed the request ) XXXX and Name=XXXX   XXXX and Name=XXXX XXXX and Name=XXXX ( a supervisor that just hang up on people and never call back ) XXXX and Name=XXXX XXXX and Name=XXXX ( a supervisor or kept his word about calling us back in a week but lied and about being our relationship manager who they can't even transfer us to nor speak to. ) Events that have taken place : XX/XX/XXXX -Called in to make a payment and was told we were qualified for a loan Re-Modification and that our trial period starts on XX/XX/XXXX with a new monthly mortgage payment of {$1000.00}. So we accepted the offer and also made the first payment of {$1000.00} over the phone the same day with the representative that advised us about the Re-Modification he asked if we wanted an head start on the trial payments that started on XX/XX/XXXX. Payment # 1 XX/XX/XXXX, XXXX Called in to make a payment and was told by the representative that we overpaid in XXXX and that we should only pay {$970.00}. I then paid over the phone for an even {$1000.00}. 
Payment # 2 XX/XX/XXXX Called to make the 3rd payment and was told that the modification was denied due to lack of payment on XX/XX/XXXX in which I overpaid what the representative told me to actually pay, and they would not accept a payment from us. Big Inconvenience and VERY STRESSFUL. 
Point : I called prepared to pay {$1000.00} WHY : would I only pay {$1000.00}? 
At this point I asked for the calls for XXXX and XXXX to be pulled and researched for Validation of MISCOMMUNICATION from the representative telling me that we only needed to pay {$970.00}. 

XX/XX/XXXX, XXXX Called back was told the exact same thing can't take a payment and that the re-modification was denied and now they are doing research. 

XX/XX/XXXX Called back was told the same thing, that they can not take a payment and that they are researching the account. 

XXXX XXXX Called and was told that they found the error and the re-modification was reversed but had to pay {$1000.00} due to the lack of {$23.00} from the miscommunication given to me by the representative I spoke to on XX/XX/XXXX. So we made the payment of {$1000.00} which was the 3rd Payment to clear good standing for final approval of the Re-modification. 

XX/XX/XXXX, XXXX Called and was told that we should have the final term for the review in the mail within 7-10 business days and to just sign and date and mail the forms back in. 

XX/XX/XXXX, XXXX Called to make a payment and they we not accept the payment. The reason was that because the final agreement had not taken place they could not accept a payment over the phone and that we had to use XXXX XXXX. 

XX/XX/XXXX, XXXX We send a payment of {$1000.00} by XXXX XXXX . 
Payment 4 XX/XX/XXXX, XXXX We called to confirm the payment had been received and they informed us that it would take 24-48 hours. 

XX/XX/XXXX, XXXX Called and was told that I had to go back to XXXX XXXX and get the money back NO Payment being accepted only because of the final agreement is still under review but to hold onto the payment. 

Point : Why were we not foretold this on the previous calls. 
Miscommunication again and lack of education from the employees. 
Noone is on the same page and again telling people ANYTHING! 


XX/XX/XXXX, XXXX Letter through XXXX of INTENT TO FORECLOSE and a letter from PHH saying the reason our payment was sent back was because it did not meet the default/past due amount of {$4000.00}. BUT WE ARE NOT AT DEFAULT OR PAST DUE THEY HAVE NOT APPLIED OUR PAYMENTS. 

Now, every call we are getting a sorry and a lie that this was not going to happen and that the re-modification would clear these charges and make the correct changes. However, that does not help US! This is our HOME not some clubhouse! 

XX/XX/XXXX, XXXX called was told that the Modification was still under FINAL Review and that the Intent to Foreclose does not apply. However, the letter clearly states by XXXX the funds need to be paid and I can t seem to get any conclusion to the SERIOUS MATTER! 

XXXX XXXX XXXX and NAME = XXXX, called stated that he was the relationship manager and that a final agreement was sent out on XXXX, and that it would take 2 business days to receive and to sign date and mail it back. 

Today is XXXX still no letter.

Company response to consumer: Closed with explanation