Consumer complaint received 2017-06-25
Company: Ocwen Financial Corporation
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I became delinquent on my loan with Ocwen when I lost my job of 8 years, they would not take me back after XXXX XXXX. I contacted Ocwen as soon as possible and tried to apply for a Loan Modification and see how they could help. 6 months+ later after sending paperwork several times ( because they always said something was missing or they took so long to answer that by the time they did the application was expired and I had to turn a new one in ) they told me they denied the modification but could not explain why. I asked them for options as I wanted to keep my home and by that time I was working again and they offered a repayment plan to which I agreed to only to be told during the same phone call that since I was back working I could apply for a Modification again. I told then I did n't wan na be behind on my payments any more than I already was because it was quite a sum, but they assured me that it was the best thing to do and I like an XXXX accepted. Mainly cause money was tight and under their repayment plan I 'd have to pay $ 3200+ a month which was quite a lot. Fast forward another 6months plus and I still am waiting for an answer about the modification because AGAIN they keep giving me the run around ( lost paperwork, incomplete, ilegible/send it again, etc ) and each time they ask me to resend something it takes them 30 days to review only to tell me they are still missing something. And the only people who can supposedly help you when you call their XXXX number is the relationship manager who handles your case but is never available when you call so you have to set up anappointment for them to call you sometimes weeks later. The kicker is that sometimes they call and others they do n't so you are left waiting for an aswer forever. Now the sum I owe has doubled and I will have to work wonders to get on a repayment plan if they deny my Loan Modification request and I want to keep my home. I read all these reviews on this page about how wonderful they are and how they have helped all these people and I ca n't help it but think that they 're fake because my experience has been totally the opposite. The only good thing I can say about them is that they are polite over the phone. I am at my witts end with this company and live in fear of going into a foreclosure every month. I even received a foreclosure letter from an attorney and when I asked Ocwen they said to not worry because it was a pre foreclosure one. I submitted a complaint to Consumer Affairs and Ocwen responded only to tell me they had done nothing wrong and to just keep waiting ANOTHER 30 days or longer to receive a response as to whether the application was denied or approved. Before this I had called repeatedly during the course of the year to ask them how much longer it would take and if they could just tell me whether they would approve or deny me so I can start repaying the loan. They would just say every time we can not it takes 7-10 business days for our review team to tell you which would turn into 30 days only to find out by me having to call that some document was missing AGAIN. I was at my wits end and having health problems due to the XXXX that this company has caused me and after a long wait they finally send me a letter, yes! 30 days after submitting a patsy they made me submit 4 times!! telling me I am denied for a loan modification again. Even though my income has increased significantly and they do n't even list the reason why it was denied. This company knew what they were doing from the beginning, they just wanted me to wait giving me the run around and wait until I owe so much that I ca n't pay and the come and take my house from me. A loan modification process should not take over a year to complete. They intentionally dragged it this far because they know my house is worth a lot in the market right now.

Company response to consumer: Closed with explanation