Consumer complaint received 2017-08-24
Company: Ocwen Financial Corporation
State: DE
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX Applied for loan modification to try to lower my monthly amount because we were struggling.XX/XX/XXXX Was told I had a 3 month trial, then the loan would be permanently modified BUT, the modification offer was for {$100.00} more per month, ( {$1600.00} ) so I did not agree with this. Was told that there was no explanation at this time as to why it was higher and I had to set up a phone call with a relationship manager.
Took Months without explanations and every time I called they would give the runaround and could n't give me a straight answer.
XX/XX/XXXX Received another modification that seemed to be correct, the amount was acceptable to me. ( XXXX ) Signed it, had it witnessed by 2 people and notarized. Sent it back. Have copies. New Payments were to begin XX/XX/XXXX.
Tried to pay it online and the amounts were not right so when I called they told me that it would be correct in a few days and a few days turned into months of fighting because they then turned around and told me that that modification was a mistake and they cancelled it but did n't have any other explanation. So more phone calls and " investigations '' were taking place. XX/XX/XXXXI was told that my new payment is {$1500.00} with 2.75 fixed, I agreed that this was fine since I was sick of this by now and he told me to give it 24 hours and the online portion will be correct so I can make payment.
We set up phone call for XX/XX/XXXX. All the info that he told me was incorrect stll and he had no explanation and had to research, set up phone call forXX/XX/XXXX was told that the department was still not correcting the info and we need to set up phone call again forXX/XX/XXXX Was told that the payments should be XXXX at 2.75 % and it has been sinceXX/XX/XXXX. He also told me that the trial plan was not completed successfully and no wonder since I had no exact amount!
On XX/XX/XXXX they told me to file for a loan modification again and they sent me a pre-filled application and told me exactly which sections they need since they can use most of the info from the other one and I sent it back on XX/XX/XXXX. On XX/XX/XXXXwe had a follow up call to get a status of this mod and he had none, so onXX/XX/XXXX we spoke again and there was still nothing, he said it was still under review and it could be 10-15 days. XX/XX/XXXXstill nothing and had to schedule ANOTHER phone callXX/XX/XXXX was told I was denied for a modification because I can only have one modification in 24 months. I told him that I have n't had one yet! He told me write a letter to research department and i said no, I want to talk to them and he told me they do n't talk to people ( seriously ). I contacted Office of the Consumer Ombudsman and complained, they investigated and everything they told me that they got from OCWEN is a lie. ( Their letter is datedXX/XX/XXXX) They attached my signatures to an amount that I NEVER agreed to and said it was found that I did have a modification, but I did n't. I called them ( XX/XX/XXXX ) to explain and they have not returned my call.
Called OCWEN today and spoke to XXXX in the Home Retention department to see where this stood and to find out what my options are and she asked me what I wanted to do, I told her keep my home, but I do n't have the catch up amounts that I fell behind on while all this modification was going on and she said that there are not options other than to pay up the balance and then she scheduled me to talk to my relationship manager on XX/XX/XXXX

Company response to consumer: Closed with explanation