Consumer complaint received 2023-02-06
Company: Ocwen Financial Corporation
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
In XXXX of XXXX I submitted my application to the NJ ERMA program to payoff the past due amount on my mortgage. I had filed XXXX by in XXXX of XXXX and as a result of COVID 's impact on my income was unable to make the regular payments. The completion of the application with all required documents was received by the State of NJ ERMA program on XX/XX/XXXX and the Initial request for acceptance of funds was sent to PHHXXXX in XXXX of XXXX. 

In XXXX of XXXX after several calls to the State, I was advised that the mortgage company had not yet responded to the request from the State as to acceptance of my participation in the program. ( Please Note : I was in an active bankruptcy at the time of my application ). The attorney representing PHHXXXX ( PHH ) further indicated there was no record of an " initial records : I records ) ever received from the State. Also, in XXXX the bankruptcy judge advised that the bankruptcy would be discharged if the funds were not received by XX/XX/XXXX. 

I called both the state and the mortgage company today XX/XX/XXXX at XXXX and XXXX respectively. The state said an I-records request was sent to the mortgage lender for them to approve participation in this program. PHH Rep ID XXXX indicated it was just a notice and no action was required on their end. 

I call the State back around XXXX on XX/XX/XXXX. The situation was explained to another representative who advised that they could have a XXXX contact me. I asked if he could see that my request for a return call from a XXXX in XX/XX/XXXX remains unanswered. 

I understand that an active bankruptcy provides a level of complexity in processing these ERMA funds. However, it is unacceptable that this process to HELP homeowner 's save their homes, is so complicated and places additional stress on the whole process and the consumer. 

There is an important part of the process that is not included when applicants are in an active bankruptcy and the mortgage company WILL accept the participant in the ERMA program and receive the funds. 

It has taken me from the XXXX of XXXX- XX/XX/XXXX to understand and figure out the process for myself. Although it is considered, it was share with me that there are several other applicants with PHH that are experiencing similar situations. I don't know them personally and can't verify if they too are in an active bankruptcy.

My complaint is against PHH and the State as both have a right the explain the process in some level of detail and alert the consumer as to the status of their application, along with an understanding of the meaning of the status. There is no reason why this process is THAT complicated. PHH said nothing or even advised the State of the need for the " court consent acknowledging that the borrower ( me ) applied for the HAF assistance. The State provided no information on whether or not an active bankruptcy would impact the process, despite having received that information during the application process. 

All contact was via phone and no letters advising of this missing part of the process was ever received from PHH or the State. 

The phone number I called for PHH : XXXX The phone number I called for NJ ERMA : XXXX

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