Consumer complaint received 2019-08-12
Company: Ocwen Financial Corporation
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XXXX of this year I filed a complaint about PHH mortgage company because of a situation that is either gross incompetence or an attempt to take advantage of my vulnerable situation as a new widow and force me into foreclosure. That complaint was never fully resolved, however it did get PHH to send me the paperwork they had been dragging their feet on ; paperwork to make a mortgage modification permanent. The paperwork was supposedly sent out in XXXX but I never received it and they refused to acknowledge my attempts to get the paperwork sent to me. I also received paperwork for a mortgage assumption which I am entitled to since my husband passed away. The paperwork was sent to me via XXXX   with instructions for completing and returning it. I signed and returned it on XX/XX/XXXX via XXXX per the instructions. I have confirmation that the paperwork was received by PHH from the tracking information provided by ups. However, I never received any follow up or confirmation that the paperwork was received from PHH. I sent several emails in XXXX requesting information on where to send my payments since my online account is inaccurate and the payment feature disabled. I didnt get any response. I sent my XXXX payment to an address I obtained from their website, but I didnt get any confirmation from PHH that it was received. I sent it certified so I have tracking information. Finally, sometime In XXXX I received a response to my question about a payment address. The address was different from what I found on their website. The email from PHH also stated that the modification and assumption had been canceled because the paperwork was never received. I have confirmation that it was received, and the name of an individual who signed for it. I sent a copy of that tracking information in a reply email. 
I made my XXXX payment to the address provided to me in that email. I sent it certified with signature confirmation. Today is XX/XX/XXXX and I still havent received the signature card back. The payment was delivered to their box on XX/XX/XXXX. 
PHH is still failing to acknowledge the modification and assumption paperwork I signed. They continue to charge late fees despite the modification and the payments being made on time, they refuse to update my account with any of the correct information, including the name on the account. Currently the account is in the name of someone who never existed on this account. It is not in my late husbands name or mine. Since I havent received the signature confirmation from the XX/XX/XXXX payment I think they are failing to collect the payment so they can add more late fees. 
I want all of these issues corrected, all missed payments included in the modification. The number of missed payments is significantly higher than it should have been due to their incompetence or illicit attempt to force me into foreclosure. Had they done the modifications in an appropriate time frame the account would never have gotten so far behind, or accumulated so many late fees. I want the late fees removed from the period between when I received notice of the modification in XXXX, until this is all corrected. I want the account information corrected and accurate and in my name.

Company response to consumer: Closed with explanation