Consumer complaint received 2018-09-27
Company: Ocwen Financial Corporation
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/XXXX, I was approved for a trial period modification with Ocwen loan servicing. Under this trial period term, I needed to sign and return the Acceptance for the trial period plan terms letter and my first trial period payment of {$1700.00} by no later than XX/XX/XXXX.

On XX/XX/XXXX, I received a letter stating my account was no longer eligible for the loan modification offer because I failed to return the signed trial plan agreement within the required timeframe.

I appealed this decision using the evidence I provided which supported my claim that Ocwen Loan Servicing received the executed Trial Period agreement and my 1st trial period plan payment on XX/XX/XXXX. One day before the XX/XX/XXXX deadline.

On XX/XX/XXXX, I learned my appeal had been denied because ( based on the original Deed of Trust ) my husband did not sign off on the Plan agreement. However, in XX/XX/XXXX, a recorded Quitclaim Deed was provided to Ocwen Loan Servicing for a loan modification for which I received and was awarded without my husbands signature. Furthermore, the modification appeal review that was conducted by Ms. XXXX XXXX details and contains an entire list of fraudulent details pertaining to the Trial Period Plan Payments and the dates it was received.

On XX/XX/XXXX, I reached out to Ms. XXXX XXXX to advise her of the errors made with her repeal review. After placing me on old for more that 15 minutes, Ms . XXXX returned on the phone to advise she was unaware of the Quitclaim deed on file, and after I informed her she reviewed my XXXX   modification records and she did see where my husband 's signature was not needed with that modification but she would need to obtain clarification from another department. Ms . XXXX went on to state that she would be out of the office on Friday XX/XX/XXXX, but would return on Monday XX/XX/XXXX, and at that time she should have heard back from that department. She said she would contact me as soon as she has received word.

On Friday, XX/XX/XXXX after telephoning Ms . XXXX on countless occasions and receiving only voicemail and leaving message with no return response. My call was finally answered by the office assistant. The office assistant advised that Ms . XXXX was not available at this time and she would be happy to accept the message and have her return the call. I stated that I wished to speak with her Manager since she has not returned my calls since XX/XX/XXXX and I have been receiving foreclosure notices based on an error that she caused and I want it fixed today.

After being placed on hold forever, suddenly Ms. XXXX is now available to accept my call and the manager was in a meeting. Ms . XXXX joins that call to advise she is still waiting on this other department to reply to her ; that she is not the one that makes the decision. I stated that while you are playing games with people 's lives, I am receiving foreclosure notices in the mail. Ms . XXXX stated that she placed a red flag on my account, so my home would not be foreclosed on while it still being reviewed. But, it would not stop the foreclosure process. I informed her that my home should not be in the foreclosure stage because of the modification trial plan I was awarded was being followed as indicated before she failed to properly perform her job.

I further advised that if I lose my home over the error she has failed to correct, I plan to sue her and Ocwen Loan Servicing for intentionally rejecting claims based on fraudulent beliefs.

Company response to consumer: Closed with non-monetary relief