Consumer complaint received 2023-04-04
Company: Ocwen Financial Corporation
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
HELLO MY NAME IS XXXX XXXX AND MY BROTHER XXXX XXXX. WE ARE THE XXXX OF XXXX XXXX WHO WAS THE BORROWER ON THE LOAN WITH PPH MORTGAGE. MY MOM PASS AWAY ON XX/XX/XXXX. SOON AFTER WE WENT TO PROBATE COURT BC SHE PASSWD WITHOUT A WILL. SO WE GOT A DOCUMENT CALLED LETTER OF ADMINISTRATION SAYING WE WAS HER XXXX. IN THAT TIME WE CONTACTED PPH LETTING THEM KNOW WE WANTED TO KEEP THE HOUSE, SHE [ MY MOTHER ] SAID IF ANYTHING HAPPEN TO HER THE HOUSE WOULD BE PAID OFF. 
SO THE DOCUMENTS REQUESTED FROM YALL WAS MY ID, MY BIRTH CERTIFICATE, THE LETTER OF ADMINISTRATION, MY MOM DEATH CERTIFICATE, AND MY INCOME AT THE TIME. SO WITH THAT MY BROTHER AND I BECAME SUCCESS OF INTEREST ON THE ACCT. MEANING I HAD THE RIGHTS TO TALK ABOUT THE ACCOUNT. SO IN XXXX WE COMMUNICATED SEVERAL TIMES ON THE ACCOUNT. SO A MODIFICATION WAS TALKED ABOUT TO HELP US. SO WITH TERMS OF THAT WE HAD A 3 MONTH TRIAL ON PAYING THEN WENT TO 6 MONTHS WE PAID AND THEN IT WAS ISSUES ONCE AGAIN WITH YALL NOT RECIEVING PAYMENTS FROM US AND WE SEND THROUGH XXXX XXXX SO WE COULD HAVE PROOF IT GOT TO PPH. WE HAD TO DO MODIFICATION AGAIN SAME TERMS WE FOLLOWED THEN AGAIN WENT THROUGH MISSING PAYMENTS SO IT BECAME VERY FUSTRATING AND NERVE WRECKING. TALKING WITH DIFFERENT AGENTS BECAME AN ISSUE BC WE WAS TOLD DIFFERENT INFORMATION EVERYTIME UNTIL I STARTED ANXIETY ATTACKS FROM BEING TOLD YALL DIDNT RECIEVE DOCUMENTS GIVING ME EMAILS THAT DIDNT WORK AND SAYING ALL THE TIME ITS GONE TAKE 10 DAYS TO UPDATE IN THE SYSTEM THEN XXXX TO MAKE A DECISION NUMEROUS TIMES VERY UPSETTING TO ME SO I STARTED LETTING MY BROTHER TALK WITH PPH. SO A XXXX NAME XXXX XXXX WAS ASSIGN TO THE ACCOUNT. HE WAS THE ONLY ONE TOLD US WHY THE MODIFICATIONS WAS NEVER COMPLETE. WE NEEDED A FAMILY TRANSFER PACKET COMPLETED WHICH WE WAS NEVER INFORMED UNTIL HE TOLD US WHY WE WAS HAVING A PROBLEM EVERY SIX MONTHS WITH THE MODIFIFCATION. SO AGAIN WE HAVE RESUBMIT MORE COPIES OF PREVIOUS DOCUMENTS ALREADY SENT IN. SO OUR QUESTION WAS WHERE IS OUR INFORMATION AT, WAS TOLD MAYBE IN A DIFFERENT DEPARTMENT. IRRATATED ONCE AGAIN BECAUSE WE ARE NOT MOVING FORWARD. SO WE SENT REQUIRED DOCUMENTS IN AGAIN PLUS PAPERWORK THAT HAD TO BE SIGNED AND XXXX EXPLAIN HE COULD MAKE ANYTHING HAPPEN IN THAT OFFICE BC MY BROTHER CLEARLY ASK HIM WAS WE GONE GO INTO FORECLOSURE HE SAID NO AND XXXX WE TRIED TO MAKE A XXXX AND XXXX PAYMENT THEY RETURNED IT TO US SAYING NOT TO MAKE ANY MORE PAYMENTS UNTIL FUTHER NOTICE WHICH HAS PUT US BEHIND FOR A WHOLE YEAR NOT BC WE COULDNT PAY BUT BC WRONG INFORMATION BEING SAID TO USE. WE REACH OUT TO XXXX AND HE WAS NO LONGER ON THE ACCT TO BE THE AGENT. WOW SO NOW AGAIN WE SPEAKING WITH DIFFERENT AGENTS TELLING US THIS THAT AND THE THIRD. WE HAVE EMAILED FAX SENT CERTIFIED DOCUMENTS TO THE OFFICE IN FLORIDA AND NEW JERSEY. SO NOW BEING TOLD NO MORE MODIFICATION BC THE LOAN AMOUNT IS LESSER THAN WHAT THE VALUE OF THE HOUSE IS NOW. SO ARE PUT IN A NO WIN SITUATION BC OF MISLEADING INFORMATION WE HAVE DID OUR PART WITH SENDING IN DOCUMENTS REQUESTED AND BC THE EMAILS ARE WRONG OR DIDNT RECIEVE SO TO SAY GIVING US THE RUN AROUND AND RESENDING DOCUMENTS HAS BEEN NERVE WRECKING AND CAUSE ALOT OF TIME COSUMING AND PAIN AND MENTALLY STRESSED BEHIND ALL OF THIS. NOW WE ARE TOLD A REPAYMENT IS THE ONLY OPITION. AND WE ARE BEHIND NOT BC OF US ITS BC OF THE INFORMATION NEEDED OFF HAND WASNT TOLD TO US. IT WAS NEVER A PROBLEM WITH US MAKING PAYMENTS AT ALL. MISLEADING INFORMATION AND TOLD BY DIFFERNT AGENTS SOMETHING DIFFERENT CAUSED ALOT OF CONFUSION. SO NOW WE HAVE BEEN AGAIN PUT IN A POSITION FOR THE HOUSE TO FORECLOSE ON AND WASNT TOLD THIS BY PPH BUT BY A CONSUMER THAT CAME TO THE HOUSE THAT HE SEEN IT ONLINE. WOW DEALING WITH THIS MORTAGE COMPANY HAS US TO WORRY AND STRESS BEYOND MEASURES. AND I CANT UNDERSTAND WHY ANYONE WHO HAS A MORTAGE WITH THIS COMPANY HAVE TO GO THROUGH THIS MUCH PAIN AND STRESS JUST TO KEEP THE HOUSE WE GREW UP IN BULIT FROM GROUND UP TO BE PUSHED TO THE POINT OF MAKING US GIVE UP BUT WERE NOT BC YALL ARE WRONG IN SO MANY WAYS.

Company response to consumer: Closed with explanation