Consumer complaint received 2018-09-24
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Onity Group Inc. (TX)

XXXX XXXX XXXX XXXX XXXX XXXX Tx XXXX Loan Number : XXXX I filed for a modification with Ocwen because my fiance XXXX XXXX XXXX passed away unexpectedly. Yes, thing have been tough for me since he died. I keep pushing to keep my home. 
I was approved for a trial modification. I understood I could not be late or the modification would be cancelled. I have two bank accounts listed on my Ocwen account. Im in the middle of my modification and I send a payment and I accidently select the wrong bank account on XX/XX/XXXX. Immediately I called Owen on the 29th and explained what I did and ask how to correct the issue. The representative stated they would re-run the payments. Nothing happen so I called on XX/XX/XXXX which was a Monday and was told they are going to re-run the payment. I called again on the XX/XX/XXXX and was told they might re-run the payment. I tried everything to save this modification and was constantly given wrong information. They finally ran the payment on XX/XX/XXXX and cancelled the modification. Now Im calling to save the modification and was told to dispute what happen and Ill be fine. I disputed the cancellation and they still denied. They outcome of their investigation was on XX/XX/XXXX the rep advised you Ocwen might re-run the payment. Ocwen never reviewed the calls on XX/XX/XXXX and XX/XX/XXXX.  If Ocwen dispute department would have reviewed the calls they would understand and know that the representative gave me incorrect information. My modification would still be active. Then they told me to just reapply and Ill be fine and the modification was still declined. Im losing my home to an error that I tried to correct before it came to that but just didnt have represenative that understood the serverity of my case. 
Im having to hire an attorney to resolve my issue or file bankruptcy, which is not fair. I CAN afford my home and I had the money on point and they still declined and would not reinstate my modification when I called the day of and called repeatedly until the payment was applied and attempted to make the next payment. THEY LEAD ME WRONG!!!!!!! 
When I call Ocwen, they repeatedly provides conflicting and incorrect information. Training is very much needed at Ocwen. Its impossible to do anything when you dont know whats real. 
- They tell me Im still being reviewed for modification on one day and the next day they tell me I was declined last week and when I call back again they will say they are reviewing for the mod and they dont see that I was declined. 
- Know one knows if a demand letter was sent or even understand what it is.

- Know one knows when the foreclosure will start or provide other alternatives. 
- Every time I request a call back from the modification respresenative someone else calls and cant answer any of my questions. 
- They say they are mailing letters, half of the time I dont receive anything so I have to communicate over the phone.

IM TRYING TO SAVE MY HOME AND I WILL FIGHT TIL THE END! And I need help. I need my modification reinstated, I need management to contact me and maybe I will receive correct information. I want Ocwen to correct my issue and acknowledge the people that work there was not capable of providing care and serverity of my calls that was being made to save my modification! I need CRPB to help make me!!!!!!!!!!!!!!!!!!!!! As a customer I was failed by Ocwen! 
- Customer Servicer failed to provide correct information - Modification department failed to review my case fully and reinstate my modification - Dispute department failed to review my case fully