Consumer complaint received 2022-02-04
Company: Ocwen Financial Corporation
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I am struggling to pay my mortgage as I have a permanent Hardship. I know that with a lowered mortgage payment I will be able to make all of my payments on time. PHH refuses to review me for a modification and keeps misplacing all the documents I send in that reps have confirmed have been received. 

XX/XX/XXXX, XXXX AM NOTE [ XXXX ] - PHH rep called in, said that they need -name and social security for co-borrower -Pay stub for 30 days XXXX Spoke with supervisor and he miraculously found documents he said were missing but said he now needs to review XXXX pay stubs. Asked why the documents I had sent in the past couple of months were not in review. He was unable to give an answer and reiterated how the missing documents were explained to us on the last call. I told him to pull the call and tell me at which point the missing documents were communicated. Said he can't do that but in the notes his reps said they told me. I asked for a supervisor, he said he will try and have one call me but no guarantee. XXXX ID # UCRNS. 

XX/XX/XXXX, XXXX AM NOTE [ XXXX ] - Called PHH to f/u on review. Rep ( XXXX XXXX stated as of the XXXX there is not a complete packet. Let her know we already resent docs & called back on both the XXXX & XXXX. She said the packet is still under review and it is not marked as " completed '' so the formal review ( 30 days ) has not even started yet. She said we should receive a letter if the packet is marked completed or if additional docs are needed. Rep could not tell me how long this will take or why we were previously told it was formally under review for a modification. She said a relationship manager should be calling us Friday between XXXX. Could not tell me what phone number and would not let me provide a back up number. 

XX/XX/XXXX, XXXX AM NOTE [ XXXX ] - Called PHH to confirm docs were received. Received XX/XX/XXXX and is under review. Review will take 30 days. There is an appointment scheduled for XX/XX/XXXX to speak with us but they have our old phone # on file. Rep was unable to update the phone number. 

XX/XX/XXXX, XXXX AM NOTE [ XXXX ] - Called PHH to f/u on XXXX, rep said that they still need most recent pay stub and bank statements with gross ytd. Re-sent XXXX pay stub and Bank statement XX/XX/XXXX, XXXX PM NOTE [ XXXX ] - submitted to underwriting, will let us know if there are any missing docs XX/XX/XXXX, XXXX AM NOTE [ XXXX ] - Called PHH to f/u on XXXX, rep said that they are missing docs, let her know we already sent in those missing documents and want to make sure they are in review, transferred to supervisor. Supervisor said that she will send a message to underwriting to make sure that the documents were in review. Asked if I could speak with loss mitigation or someone who is in charge of this file, rep said her had are tied and there is no one I can speak with. Said she will try and have a POC call me back. 

XX/XX/XXXX, XXXX PM NOTE [ XXXX ] - Called PHH, rep stated the packet was received on XXXX XXXX. No additional updates at this time the docs are still being reviewed. 

XX/XX/XXXX, XXXX AM NOTE [ XXXX ] - Sent PHH XXXX to XXXX XX/XX/XXXX, XXXX PM NOTE [ XXXX ] - Called PHH, Rep stated the XXXX was review, but was missing information. Hardship letter needs to be signed and dated. Financial form needs to be filled out. Borrowers info form is not complete. Requested letter with missing info be sent via email. Will receive it no later than Monday. 

XX/XX/XXXX, XXXX PM NOTE [ XXXX ] - Called PHH, spoke with rep who could not find our auth. Transferred me to manager, call disconnected. Called back, another rep could not find our auth so again asked to be transferred. Manager ( XXXX XXXX could still not find our auth, he was incredibly rude, put me on hold for over 45 minutes. No records found for an authorization from our company. Placed me on hold again. I hung up. 

XX/XX/XXXX, XXXX AM NOTE [ XXXX ] - Called PHH to confirm XXXX was received, rep said that it was received, said they still need to be reviewed. Will f/u in a few days. 

XX/XX/XXXX, XXXX AM NOTE [ XXXX ] - Called to give financials, rep took income and expenses over the phone, then said she will send out the XXXX packet to my email w/in 4 business days. Said the financial interview is just to see if they are in need of a mod. 

XX/XX/XXXX, XXXX PM NOTE [ XXXX ] - Called PHH to confirm FB is removed, rep said that FB has been removed. Asked if account is available for Mod, said they would do a financial interview over the phone. 

XX/XX/XXXX, XXXX AM NOTE [ XXXX ] - Called PHH to remove FB, said client needs to call in and remove FB XX/XX/XXXX, XXXX AM NOTE [ XXXX ] - Called PHH to confirm when FB ends, rep said FB ends on XX/XX/XXXX Rep said to submit for a loan modification, fax it to XXXX XXXX said the review takes about 7-10 business days XX/XX/XXXX, XXXX PM- Called PHH, rep XXXX to verify if initial docs were on file. She was so confused as to what I was asking, I requested to speak with a manageXXXX & was hung up on.

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