Consumer complaint received 2022-03-03
Company: Ocwen Financial Corporation
State: CT
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Struggling to pay mortgage

Complaint:
XXXX XXXX  XXXX XXXX are realtors doing business in the state of Connecticut. XXXX XXXX license number is XXXX XXXX. XXXX XXXX license number is XXXX XXXX. 

XXXX XXXX XXXXXXXX have been retained by the attorney for a conserved person, XXXX XXXX, XXXX as conservator for XXXX XXXX ) to sell a property located at XXXX XXXX XXXX in XXXX, CT XXXX. XXXX XXXX had a reverse mortgage on the property. XXXX XXXX is unable to sell the property to help pay for the conserved persons expenses without the participation and cooperation of the reverse mortgage company. 

The property listed and went under contract in XX/XX/XXXX. Since that time, XXXX and XXXX XXXX have been trying, without success, to engage the reverse mortgage company in the short sale process. A detailed description of their attempts to communicate with the reverse mortgage company is outlined below. 

TIMELINE : XXXX : We just got the documents for the short sale to be able to arrange and get third party authorization on file. Going to list it today. Sell As Is with all debris in there. No XXXX. 
XXXX and XXXX must get third party authorization filled out and submitted to the bank.. 

XX/XX/XXXX : submitted letter of intent to sell to the reverse mortgage company with third party authroization XXXX : resubmitted letter of intent to sell to the reverse mortgage company with third party authorization XXXX : XXXX called reverse mortgage company to see what is going on with the submitted documents. XXXX spoke with the SPOC ( single point of contact ) department. On hold seeing if they have in fact ever received the material submitted. ( the hold music is elevator covers of 80s rock ). 
We have confirmation that the materials submitted were acknowledged XXXX It will take 10 business days from acknowledgement to assign a Loss Mitigation Specialist to the file Upon assignment, they will reach out to the point of contact ( XXXX, XXXX ) Follow up XX/XX/XXXX if we have not heard back XX/XX/XXXX : on hold for over 55 minutes ( new hold music, very XXXX but really badly done ). 
Have you assigned a loss mitigation specialist to the file? 
What is their name and contact information? 
What is the next step in the process to submit the contact for sale? What exactly is needed and how do we submit it to you? 

It is XXXX. I have hung up without success. 

XX/XX/XXXX : The direct dial number for the Default Department ( SPOC ) is XXXX. They lost the third party authorization previously submitted. New one submitted by fax, then it takes XXXX hours to be uploaded into the file, and then it will need to be reviewed. 

XX/XX/XXXX : Called Default Department XXXX ( if they are busy, you are routed to customer service who then does a soft handoff to SPOC ). Spoke with XXXX. They do not have the third party authorization yet. I was given a second fax number for submission, and an email. The form has been submitted a third time to the following : XXXX ( new fax ) XXXX ( fax on the service letter ) XXXX XX/XX/XXXX : called SPOC, spoke with XXXX. They STILL do not have the third party authorization on file. Correction - they received it yesterday. It has not been processed. 
XXXX advised the next step is to request a payoff statement. 
Q : what is the process to have a short sale specialist assigned? 

The real process after over 30 minutes on the phone : XXXX sends an email XXXX asking for a short sale packet This will take ten business days to process, and then another 5 to send it out in the mail ( no email option for delivery ) We then gather all of the material requested and submit back to them by fax to XXXX This will include a letter from XXXX as Conservator explaining why the property will be sold and why the sale proceeds will be insufficient to pay off the reverse mortgage. 
At one point in the conversation, XXXX stated the Probate CourXXXX will need to order the property sold at a loss, but when I asked how a CT Probate Court could exert jurisdiction over a Florida based loan administration company, he said this was not really required. So beware that the loss mitigation team does not know how probate/conservatorships work at all. 

XX/XX/XXXX : called SPOC line. Spoke with XXXX XXXX. The request for the short sale packet is in the file. The short sale packet has not yet been sent out. XXXX said he was sending an email to loss mitigation to ask for the packet to be sent. Call back Tuesday or Wednesday of next week ( closed on XXXX day ) to see if it was sent. 

XX/XX/XXXX : Spoke with XXXX. He confirmed XXXX did try to expedite the resale package, and then he disconnected. Called back. Again on hold for over XXXX minutes. 

XX/XX/XXXX : submit complaint to CFPB RELIEF Requested : Active participation by Reverse Mortgage Company PHH in the short sale of the subject property.

Company response to consumer: Closed with explanation