Consumer complaint received 2022-08-26
Company: Ocwen Financial Corporation
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
This is not a duplicate complaint so do not mark it as that! I have been in the process of a modification for over half a year, a process that takes no more than 30 days to finalize. I have sent in all documentation in a timely manner to be reviewed for a modification and PHH Mortgage has yet to review my file. Please see the detailed notes below as well as the letter that I sent in. 

XX/XX/XXXX, XXXX XXXX NOTE [ n ] - Called PHH to f/u on modification, rep XXXX ID XXXX XXXX said that as of XX/XX/XXXX a request for mortgage assistance packet is needed. I asked to speak with a supervisor as we have been told multiple times that he is in full review for a modification. Rep said she could not transfer me to a supervisor and could not give me a direct line to call the relationship manager and could not give me the relationship managers email address. I told her that I need to speak with a supervisor TODAY. She said she can schedule an appointment for a week from now. I told her again that I needed to speak with a supervisor TODAY as ever time I schedule an appointment, my relationship manager never calls me, and if I do receive a call, it is from someone in XXXX or the XXXX letting me know my relationship manager is not available. The rep hung up on me after that. 

XX/XX/XXXX, XXXX XXXX NOTE [ n ] - Called PHH to f/u on Mod, said it was still in review. Asked to speak with a supervisor, none available. Scheduled call back for tomorrow. Said documents were received XXXX. Said a supervisor will call tomorrow and make sure underwriting is reviewing. 

XX/XX/XXXX, XXXX XXXX NOTE [ n ] - Called PHH to f/u on appeal, rep # XXXX said that as of XXXX that the mod packet was complete. 

XX/XX/XXXX, XXXX XXXX  NOTE [ n ] - Called PHH to f/u on appeal, docs were received, sent a note to underwriting saying the dox were received. Scheduled appointment for XX/XX/XXXX @ XXXX XX/XX/XXXX, XXXX XXXX NOTE [ n ] - Sent in Quarterly Profit & Loss statement along with Signed & dated letter stating XXXX does not receive any income. 

XX/XX/XXXX, XXXX XXXX  NOTE [ n ] - Called PHH for update on Appeal as relationship manager never called. Agent ID # XXXX said that the appeal was received yesterday XX/XX/XXXX. Asked to be transferred to loss mitigation. Said there is missing items : -2 recent bk statements OR -quartely profit & loss statement XXXX  : -signed & dated letter stating no income BY XX/XX/XXXX Scheduled and appointment with Relationship manager XXXX on XXXX @ XXXX XXXX AM NOTE [ n ] - Sent appeal letter to XXXX *** XX/XX/XXXX, XXXX XXXX  NOTE [ n ] - Called PHH to f/u on modification, rep ( XXXX # XXXX ) said that as of XX/XX/XXXX that the mod was denied. she was unable to tell me why. Said she will send the letter to me via email. Also said that he is eligable for a modification if we wanted to do a financial interview over the phone.

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