Consumer complaint received 2020-08-29
Company: Ocwen Financial Corporation
State: GA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX I contacted my fathers ( deceased ) mortgage company Ocwen to see what was needed to transfer home. Deed was already transferred to me in XXXX. In XX/XX/XXXX email communications started all Ocwen would respond with was information did not match records. I was never given what did not match or what they needed. I continued to make monthly payments and continued to email and fax and mail to no resolution. see uploaded documents. XX/XX/XXXX I call ocwen as a wire transfer was returned in real time I am locked out of online account and just before lockout I found out account was taken over by Phh a part of Ocwen. Phh refuses to give me any information and refuses to acknowledge any info previously provided to OcwenXXXX XXXX I fax research department and email relationship manager 166 pages of all the documents pertaining to estate, death, probate and all correspondence with Ocwen and Phh to this point, no response no acknowledgement. XX/XX/XXXX I have a attorney to help get Phh to update info so repairs from a claim in XX/XX/XXXX can be accomplished and to get mortgage transferred. I have requested family transfer package 6 times by now and each time I call in I am told just wait to it. this is through the month of XXXX. In XXXX I contact my relations ship manager who will not speak to me because there address on mailing does not match the adrs, I give. Some how Phh changed the billing adrs on account to follow the company My father previously owned and had his mail sent to. I requested investigation to how this was changed and PHH statated I changed this, now given I can not get account info how would I change this. XX/XX/XXXX I have since found out from a tenant that the home is under foreclosure yet again. I contact my attorney who finds the attorneys handling this and I am informed I need to Pay XXXX then suddenly foreclosure is put on hold and Phh is demanding I pay mortgage and assume the loan.1 continue to send  emails, letter, faxes regarding the transfer. XX/XX/XXXX Phh still refuses to speak to me regarding account 1 inform them that his is causing great financial hardship and continuing to place mortgage behind. XX/XX/XXXX Phh finally updates all records to show I am successor and trustee and they can speak to me. I have at least 50 recorded conversations of them refusing to speak to me or informing me I am not authorized. XX/XX/XXXX I certify, fax, email a dispute regarding fees, insurance, payment amounts, etc. as well as request for family transfer package again. I call every week for updates nothing. XXXX XX/XX/XXXX XXXX from PHH puts in for research on account states they will be in touch never heard from anyone and XXXX is transferred to another dept. request after request for findings of XXXX dispute are ignores lam given the findings of XXXX dispute which I was not even made aware what was disputed. XXXX I receive letter that relationship manager has changed yet again. I call in to make a appointment call back. 
the appointment call back is for MAySth XXXX XXXX. I am never called. I check with the phone company for any incoming calls to my number from various Phh number no call come into my line. I call relationship manger and actually get her, asking what happened she stated she called me back to back 3 times each time at XXXX??? We again set up a time to speak XX/XX/XXXX XXXX. No call I call her at XXXX and she states she was tied up with another customer and could not call?????? I speak to her regarding the research from XXXX and she states she can have it emailed to me what their response was. I inform her that I requested again family transfer package which she states she can have emailed to me. we again make appointment for 2 weeks. I tell her I feel Phh has stalled this process and that we need to work out payments  being rolled to the end of mortgage and that I assume loan, she states she can help navigate and work with myself and These departments to get a resolution. XXXX states every email is put in the file corresponding to each account and she has access to all documents. I never hear from XXXX XXXX relationship manager.  The email that is sent to me does not have the XXXX Dispute it  has the XXXX dispute along with the family transfer package and what needs to be filled out. 
this email was received on XXXX XXXX. XX/XX/XXXX, XXXX certify 2 letters to PHH another dispute, along with copies of wire transfers to Ocwen for loan payments of which Phh states they did not receive payments in XX/XX/XXXX, I send documents showing 3 payments still have no response. a request of information regarding, XXXX dispute, insurance billing, and request for who owns loan. XX/XX/XXXX I also overnight the family transfer package with all documentation for this transfer. I have received XXXX response dated XX/XX/XXXX in a envelope post marked XX/XX/XXXX XXXX this package consists of a letter stating they will not remove fees, they will not roll payments to end of loan that the research from XXXX is deemed that Phh followed protocol, that I have been a confirmed successor since XX/XX/XXXX. However PHH sent a letter dated XX/XX/XXXX that they can not confirm me as successor. Phh has tried to foreclose on property 2 times adding more to fees and causing me to incur more expenses trying to get this handled. and will probably be trying again soon.

Just this past week I have had 3 calls from PHH and no one would speak to me, in fact the representative went so far as to get my name address to have information sent to me to assume the loan again.

Company response to consumer: Closed with explanation