Consumer complaint received 2017-04-20
Company: Ocwen Financial Corporation
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Greetings : I initially started the HARP program ( proce ss ) with Ocwen  in   XXXX  . I was told to not make a payment until  XXXX . I was to have a trial period o f three mon ths and then I would continue with regular mortgage payments.I actually started making payments in  XXXX  and continued through  XXXX . At the end of   XXXX  , I was sent a packet that I was to sign and have notarized and send back to  Ocwen. This was to be my new payment for my mortgage. When I received the packet, the mortgage amount had  gone up {$100.00}. At this point, I did not care. I just wanted to be back on track. I sent the signed and notarized packet back overnight with tracking. Confirmed it was received,  but Ocwen s aid they never received it. I was told I had to start the process over and do another packet. I did, they came back and said I had to mak e four monthly p ayments almost twice my regular payment to catch up on my loan. I said I wanted to have the loan modified under the HARP program. They said to send a hand written letter stating I wanted a modification. I sent the letter in  XXXX . I continued having phone calls with  my Loan counselor an d was told they were working on it. In  XXXX , they said they never received the letter and to send the letter  with two consecutive pay stubs. I sent the letter along with the two pay stubs. Two more phone calls with my loan counselor a nd was repeatedly told they were working on it. I received a foreclosure letter dated   XXXX   XXXX  . I ca lled Ocwen repeate dly and was told they were working on modifying the loan and would have everything ready for my scheduled phone call with my loa n counselor on  Tuesday,   XXXX   XXXX  .  Three times  I called the week before my scheduled   XXXX   XXXX   phone call and was told " not to worry '' everything was being worked on and would be ready for my   XXXX   XXXX   phone call with my loa n counselor. I c alled on Tuesday,   XXXX   XXXX   to confirm everything was ready and was told no it was not. At this time, I learned they actually did receive the letter I sent in  XXXX  that they said they did not receive.     XXXX   XXXX  . Talked to a supervisor,  XXXX   XXXX , agent ID  XXXX , and was told they never look at expenses. All they look at is income to determine a payment. I asked him about health expenses and other living expenses, he said that it did not matter.     XXXX   XXXX  . Talked again to my Relations hip Manger   XXXX   XXXX , and was told that they were working on it. The same thing I have been told since  XXXX .     XXXX   XXXX   : Called and left a message for  XXXX   XXXX ,  President of Ocwen Mor tgage. He called back and said they the same things everyone else had said ... '' these things take time ''.   He could not even guarantee me a phone call by the end of the day even although he is  President of Loan Services at Ocwen.    As a result of my phone call to  XXXX   XXXX , I have now received a phone call from a customer advocate who is continuing with delaying. He said my stop foreclosure. I have requested this in writing which has yet to be received.   I called the FHA on   XXXX   XXXX  . Within  three se ntences  XXXX   XXXX  said " No, no, no. That is not the way the process works. This should not take longer than 30 days. " I greatly appreciate your help with this and want to keep my home.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation