Consumer complaint received 2016-07-29
Company: Ocwen Financial Corporation
State: VA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
Dear CFPB. I am writing you in regards to my current housing and income situation, as I am on the verge of becoming delinquent within months on my mortgage. Years ago, I ran into similar trouble, and my XXXX mortgage holder put in place a permanent modification which I still have today, with out asking me to first go delinquent. My XXXX trust holder provided a temporary solution in place which the interest rate has since increased last year and again next month. My loan is now owned by a different servicer, Ocwen. I also no longer have the same job and am with a new company since XX/XX/XXXX, taking a significant pay cut. My wife also begins school next month, which I took out a loan from my XXXX to pay for the first year. At the same time, we are still paying for a large medical expense for her. As a result, I filed the necessary paperwork for a loan modification, as I wish to keep our home and continue paying on time. I am on time now, but unfortunately that will soon change as I exhaust all funds. We are living check to check and by credit cards now. 

My current loan servicer is Ocwen. On XX/XX/XXXX, I completed the application for mortgage assistance and sent it electronically by close of business. On XX/XX/XXXX at XXXX, I received a call from Agent XXXX at Ocwen. Truly, I am not sure why he called as he spoke about payment options if I wanted to apply for a modification. I told the agent I had already applied. He said " oh, let me check on it. '' The agent told me that I was already denied because I did not meet the criteria to include being delinquent on my home loan. I told him I do not want to go delinquent and was instead seeking assistance in advance of that occurring. He then told me I was " twisting his words '' and that he never told me that I needed to go delinquent and that was only the investor 's guideline. I asked for the investor 's information and he replied he could not provide me, but would email it to me within 2 business days. I asked who I could I contact if I do not receive and was told " no one, but I will get it. '' I then asked to speak with the agent 's supervisor, which he chuckled at quietly, not realizing I heard him and apologized after I mentioned it. After holding for several minutes, the supervisor joined the call ( Agent XXXX ). I briefed her on the poor treatment I received from her agent, she apologized, but stated since I was not delinquent it was apparent I could make the payments. I responded by asking if she had looked at modification application, as she would have saw the XX/XX/XXXX job change and most recent pay stubs. She stated there was nothing she could do. 

I truly need the CFPB 's help to save my home. My income has decreased, my interest rate is rising, my bills are not going away, and I running into high credit card debt. I do not want to walk away from our home and wish to exhaust every chance to keep it. 

Thank you for your time and consideration.

Company response to consumer: Closed with explanation