Consumer complaint received 2020-07-01
Company: Ocwen Financial Corporation
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I have been turned down for a loan modification that started on XX/XX/XXXX. I have emailed out four different request for information and had countless conversations with PHH employees. This has been the most painful process I have ever endured. They request more information, I send it immediately. I hear nothing for an average of two weeks. I get another phone call. Mr. XXXX we need one more piece of information from you. I immediately sent the information. Two weeks later, again. Mr. XXXX we need you to verify a {$610.00} income you have. I informed the employee it is on my taxes {$610.00}. Yes but we need you to explain in writing this to us. I do as said and sent a signed letter. Two weeks later, I get another call. Mr. XXXX we need to know what the {$400.00} from XXXX XXXX XXXX XXXX  XXXX is. I explained to the employee this is the bi-weekly rent payment on the house. I explained that in my second email to you with the bank statement you asked for from the start. The house is paying for itself. Just like the information you requested about the {$610.00}. Its in there as income. Why do you need to know where it came from? Therefore my predicament is this. 

Since XX/XX/XXXX PHH has prolonged the process until now my renters got a foreclosure letter delivered to the XXXX XXXX XXXX XXXX, Va. Address. They subsequently left and now my ability to make two payments is impossible. PHH was unwilling to work with me in the way that I could afford. I was just getting out of bankruptcy. My case was completed on XX/XX/XXXX. The Trustee Mr. XXXX XXXX did not sign the discharge until XX/XX/XXXX. I personally didnt receive my hard copy until XX/XX/XXXX, which is three days after I started negotiations with PHH. I should not be punished because I could not speak with PHH during my bankruptcy, because that is the law. As I did with OCWEN, when I never missed a payment I did not ignore my responsibility as I tried repeatedly to sign up for auto draft in XXXX and XXXX of XXXX. Both times I was told it was glitch in crossover of the two companies. I finally asked for a supervisor the third time. It was then I was informed PHH will not take auto drafts from people in bankruptcy. I said then tell me what I owe and what I am behind, and I will make up for it in, checks. Their answer was, we cant talk to anyone in bankruptcy. I informed the employee. This account is not a part of the bankruptcy. I left you all out of the bankruptcy. They said they still cant tell me. They did say you can go ahead and send checks. Now, would you feel comfortable with sending a check to an entity which does not allow auto draft and cant give me any specifics about my loan, and has a history like PHH? My point to be taken is : Please refer to " Additional Legal Disclosures '' Provided by PHH. OCWEN/PHH were not included in my bankruptcy I continued my house payments to OCWEN with auto draft. The last sentence under Notice Regarding Bankruptcy : States if the account is in active Chapter XXXX, XXXX, or XXXX bankruptcy case and an Order for relief from the Automatic Stay not been issued, the account holders should continue to make payments in accordance with the plan. I attempted on three occasions the make payments in accordance with the plan. PHH Customer Service informed me, because I was in bankruptcy I could not use auto draft. My understanding is the account was not under bankruptcy. Therefore I should have had access to auto draft and requested information for payments in accordance and information to my account. If I would have had access to my account records I would not be in this terrible mess. I still have yet to receive one bill for my house payment. PHH skipped that, and went right into foreclosure after my bankruptcy was finalized. 

No bank would give me the initial {$10000.00} credit they asked for in XXXX. Once my bankruptcy discharged was received I tried to get a loan. After my bankruptcy was discharged two banks, XXXX XXXX XXXX XXXX  and XXXX XXXX  re-entered remaining money to the three credit bureaus after my discharge date of said bankruptcy agreement. This put my credit below XXXX. I can send you the same information I sent the banks and sent XXXX, XXXX, and XXXX. The point of this letter is to show just how much PHH has not worked with me, how much they dont care if I keep the home or not. Everything I sent to PHH I am sending you. 


Signed Sincerely, XXXX XXXX XXXX XX/XX/XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation