Consumer complaint received 2016-04-21
Company: Ocwen Financial Corporation
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
We are writing to dispute the decision Ocwen/XXXX has made repeatedly denying us a modification on our loan and we are challenging the decision as to the reason of our modification being denied as well as our appeal to the reasoning of their decision on the reason for Ocwen 's denial of the modification. It was determined by Ocwen/XXXX denying us a modification because Ocwen/XXXX does not allow more than one modification per loan within a 2 year period. We contacted Ocwen and spoke with XXXX XXXX ( ID # XXXX ) and XXXX ( ID # XXXX ) on XXXX XXXX and XXXX XXXX as well as several other representatives and asked them to provide us with documentation showing that we were officially modified within the 2 year period. After researching our claim, Ocwen representatives confirmed that we were never officially modified on this loan. After researching the history of our loan, they did identify, which we confirm, that back in XXXX 2014 we were accepted into a pre-modification trial period in which we made three monthly payments ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ). After the three pre-modification payments, we received a letter ( see attached document ) stating that we were accepted into a permanent modification as long as these terms were met : sign and notarize these forms and return with the XX/XX/XXXX monthly payment. This is where the misrepresentation of Ocwen occured. Our relationship manager XXXX XXXX conveyed to us that Ocwen was upgrading their computer system and they were unable accept any payments on our account and/or verify that the modification was officially accepted. He told us that when the computer system upgrade was completed, he would be able to tell us if/when our modification was approved and when we can begin making payments. In the interim, we mailed in payments that we lost and never posted to our account and Ocwen opened up a research to find those payments. We continued to request to make payments over the phone and online ( or any possible means ) while they researched our missing mailed payments and they told us that the system was still down and they could not take a payment from us in either XX/XX/XXXX or XX/XX/XXXX and could not even confirm that our modification was approved. In that time we received this letter ( see attached XXXX XXXX stating that we were over 500 days past due/delinquent. Ocwen 's records confirmed that we were not modified. See attached monthly statements for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. If we had been modified the past due would have reflected XXXX. Our representative XXXX XXXX said " i do n't know what 's going on with this account but he assured us that when the system upgrades we would be due for one payment. More times than one on the phone with Ocwen representatives they kept saying their computers were down. We insisted on making a payment and following Ocwen 's instructions and payment amount, wired our payment and it accepted and then was reversed 10 days later ( see bank statement attached ). Ocwen could not even tell us why our payment was reversed ; they did not know why accept that their computers were down. Given all the documentation we are providing, and Ocwen representatives telling us we were not permanently modified, we feel were denied our modification unjustly and we request that we should be accepted into a pre-modification period and move forward. We look forward to you researching our claim and hearing back from you and a resolution with Ocwen. Ocwen says that their conversations are recorded, please request to listen to the tapes of these conversations with Ocwen representatives.

Company response to consumer: Closed with explanation