Consumer complaint received 2024-12-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Ocwen Financial Corporation
State: OH

Complaint narrative:
PHHs actions are completely unacceptable! I recently hired a law firm to assist me in working with PHH Mortgage as they are blatantly doing everything they can to prevent me from keeping my home. When I explained to my law firm that PHH wont review me for a loan modification and all retention options, they believed there had to have been a mistake as they can see I should be approved for a loan modification, partial claim, or any of XXXX options available to me. The law firm sent a complete financial package to PHH on XX/XX/year>, to be reviewed for all of the above options. They made it clear that XXXX did play a large role in why I fell behind on my mortgage, and even more importantly, they made PHH aware that I had a change in circumstances where I am now making significantly more money than before and can afford my payment without any issues even if the payment were to increase. I received a letter from PHH that I sent to my law firm that was dated XX/XX/year> where PHH completely disregarded the request for assistance with the reasoning, At this time, we will not evaluate the account for additional mortgage assistance options due to prior application reviews that were completed during the same delinquency cycle. 

My law firm called PHH to address the issue as they were livid at the complacency and supposed reasoning by PHH which is not ok. They made no headway with PHH as they refused to get management on the phone to address properly. My law firm told me that they have been handling mortgage foreclosures and dealt with all major mortgage companies and services for over 17 years. They have NEVER, NOT ONCE, received a deny due to the account having previous reviews within the same delinquency cycle! NOT ONCE! They said they have been dealing with PHH ( A long while back was Ocwen ) for a very long time with hundreds, if not thousands of clients, and again, have never received such a ridiculous refusal to review and to immediately deny me assistance! They said that if lenders stopped reviewing clients after multiple reviews in the same delinquency cycle, almost all of their clients would lose their homes. My firm said that there are so many factors that go into an assistance review where a client may be denied multiple times or reviews closed out for varies reasons before they get an approval for a loan modification or other retention option. They said there are literally dozens of reason a review could be closed out or denied causing a new review to have to be opened with many times it being the lenders/servicers fault for dropping the ball on documents they received, etc. The biggest reason of all though they said is when a client has a change in circumstances where their income has increased which merits a full review of all retention options. That is exactly me and my wifes circumstances. Business is going extremely well and my income has increased greatly. My law firm has reviewed every aspect of our situation and said there is no reason we should not be approved for a loan modification, partial claim or any of the XXXX retention options. My law firm will be submitting a new financial package today to PHH and PHH needs to properly review me for all of the retention options above. My law firm is expecting a positive response and approval as again, there is absolutely no reason that should cause a deny of a loan modification, partial claim, or any of the XXXX retention options.

Company response to consumer: Closed with explanation