Consumer complaint received 2023-02-16
Company: Ocwen Financial Corporation
State: GA
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Struggling to pay mortgage

Complaint:
My mother 's reverse mortgage was previously with XXXX XXXX. For the past five years, I have been able to speak on her behalf with the submission of a durable POA. Every 6-18 months, I submit a certificate of occupancy ( it was supposed to be annually, but I was late a few times ). On XX/XX/XXXX and again in XX/XX/XXXX, as her attorney-in-fact, I submitted a certificate of occupancy to XXXX. 

In XXXX, I was notified that PHH acquired the loan. I called several times to discuss the loan and was told I was not authorized. I needed my mother to verify verbally. However, my mother has been diagnosed with XXXX XXXX since XXXX. On XX/XX/XXXX, I received a letter of foreclosure. I again called PHH and was told they could not talk to me. I re-submitted the POA on XX/XX/XXXX. I called a few days later and was told the documents were still under review by the legal department. I called the following week and was told the legal department did not accept the POA. Per PHH Representatives ( XXXX # XXXX ; XXXX # XXXX ; and XXXX  # XXXX ), PHH 's legal department is refusing to accept the occupancy document signed by XXXX and refused to accept the POA document due to the lack of the borrower 's name on the notarized page... WHICH IS INCORRECT. XXXX XXXX XXXX is stated and signed on the notary page. 

I have been calling everyday to resolve this issue, but get the same information. I spoke with XXXX # XXXX and was transferred to the Supervisor XXXX # XXXX, who assured me he would call me back. NO ONE EVER CALLED US BACK. PHH representative ( XXXX  # XXXX ) advised me to submit an " At Risk Extension '' with a letter from my mother 's physician to stop the foreclosure process, which I did last week. I followed up, and no one will talk to me. I sent several emails to XXXX and XXXX with the documents PHH requested, including : letters from my mother 's XXXX, a letter from a lawyer stating the POA in question " meets all the execution requirements set forth in OCGA 10-6B-5. The POA is valid and should be accepted. '' Yet, PHH is continuing the foreclosure process without letting me speak on my mother 's behalf. I have called every day and spoken with two supervisors, who promised to call back but have not. Today I had another call with PHH representative XXXX # XXXX, who is now stating that the reason PHH lawyers are not accepting the Durable POA is because my mother 's name ( the borrower ) is listed above the notary seal and above the statement " in the presence of. '' I asked several notaries, and they stated this is ridiculous, and that this entire process appears predatory. It was suggested that PHH mortgage company is not trying to act in good faith for the customer. I checked several reviews about this company, and they have had many negative reviews. Therefore, I would like to file a formal complaint. 

I have complied with their request to send letters from a physician, resent the POA, and completed and submitted the " at risk extension '' document, and yet they have made NO ATTEMPTS to help us resolve this issue. And on top of all that, I noticed we were being charged additional legal and corp adv fees on XX/XX/XXXX. 

Still, on this day, XX/XX/XXXX, PHH refuses to talk to me to resolve this issue. We have had our home since XXXX and DO NOT WANT TO SELL or Foreclose on the home. 

Respectfully, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation