Consumer complaint received 08/23/2017 about Mortgage (Conventional home mortgage) with OCWEN LOAN SERVICING LLC (CA).
Issue: Struggling to pay mortgage

Complaint: Im writing this complaint in regards to Ocwen, my current mortgage company. Earlier this year I had a tenant living in my home who stopped paying the rent. I, at the time, lived in another location where I leased a residence. Unfortunately, I was unable to pay my rent at my residence and the mortgage that my tenant was living in. Consequently, I fell behind in my payments, to the tune of 4 months. 

I contacted Ocwen early on and advised them of the matter stating that I was in the process of evicting the tenant because she failed to pay rent and refused to vacate the premises. I further advised Ocwen that the California process for evicting a tenant is 60 days, in addition there may be a default issued, where it would take time to process the Sheriff to provide a lockout OR there may be court procedures. All of which take time. Therefore, I asked Ocwen for assistance with lowering the interest rate and also asking if they would be willing to place the missed payments to the back of the loan. 

I was able to catch up with 2 payments ; however, the other 2 payments have been a hardship to catch up to. I applied for Ocwens Hardship assistance. Ocwen denied me, but could not explain why they denied me. Further, I asked Ocwen to place the 2 missed payments at the back end of the loan. I was again denied that because I did not qualify for this. Those are the exact words of the Ocwen customer service representative. 

When I inquired as to why I did not qualify for the hardship or the placing of the payments to the back end of the loan, the individual could not tell me why. All he said is that when he put in the request, the system told him that I did not qualify. I asked him to provide me with a Supervisor and some documentation, as there must be an explanation as to why I did not qualify ( especially for placing 2 payments at the back end of a loan I am not sure what type of qualifications you need for something so simple as this I want to keep the property, I want to pay, I just need a little assistance for a matter that is completely out of my control JUST A LITTLE ASSISTANCE would have been nice from Ocwen. However, I was informed that he could not provide that information to me and that there was no documentation as to why he couldnt place the 2 payments at the back end of the loan. Ridiculous! 

There appears to be some Fair Truth and Lending malfeasance on Ocwens part. It is not difficult to place 2 payments to the back of a loan especially from someone who has stated they are willing to pay just need some help. 

Ocwens slogan is Helping Homeowners Is What We Do! However, Ocwen has not helped this homeowner, nor the many others in California, Florida, and New York which is evidenced by the several ongoing mass lawsuits against Ocwen in those three States. 

I merely need the payments to be placed at the back end of the loan. Further, any assistance in lowering the interest rate even for a two year term would also help. 

I am forging my complaint here, hoping that someone will do something for us homeowners who need some assistance, but who seem to be denied from receiving even the slightest assistance from a mortgage provider who states that they are there to help homeowners.

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