Consumer complaint received 2025-09-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Ocwen Financial Corporation
State: TX

Complaint narrative:
My mortgage provider has filed foreclosure on XX/XX/XXXX. As per their website, we submitted a form for assistance to look at forbearance or payment plan options. It was a short form with no requrements for income verification, paystubs, bank statements, etc. We submitted that, and in XXXX got a denial due to XXXX valuation. However, the form had {$0.00} for our income, and the XXXX form stated that any field that was left blank was not included in the calculation. Since this field was not blank, we called to get this corrected, and the reps took another application over the phone ; we got the same answer. We were told to appeal, which we did, and got the same answer. We were then recommended to fill out the full application, which requires paystubs, bank statements, income/expenses, etc. We submitted that XX/XX/XXXX. We got a denial " due to prior application reviews that were completed during the same delinquency period ''. We reached out to customer service, asked that our case be escalated, due to the fact that our full loss mitigation application was not reviewed due to the previous brief applications. A Relationship Manager was supposed to call back within 48 hours ; we heard nothing. We sent out another email and got an auto reply that it was being evaluated. During the more recent calls and letters, we were told that the income was not utilized in the XXXX calculation, which was NOT told to us by previous representatives. We were also never told that the holder of our loan does not participate in forebearance plans. We kept appealing and redoing the forms to correct information that we found out later did not need correcting, for a plan that was not even available. NO representative told us this in the early stages of our attempts to work something out with our loan. The latest letter states that someone reached out on XX/XX/XXXX and XX/XX/XXXX. There is NO record of a call from PHH on XX/XX/XXXX, and the call that came in on XX/XX/XXXX left no message. So now, we have a foreclosure filed while our application that was submitted was never even reviewed for completeness, we have gotten incorrect information from representatives overseas who were reading from scripts, and no real attempts to connect with us. I feel like the filing of the foreclosure is not in accordance with CFPB rules stating that a foreclosure can not be started while a complete application was submitted, since the application was never even evaluated for completeness. But even moreso, CFPB rules require servicers to give accurate information and explain correctly what a borrower must do to apply for workout options. This did not happen. For example, on XX/XX/XXXX I spoke with a representative regarding the denial due to XXXX  evaluation, and the income field showing {$0.00}. The rep took our information over the phone, submitted a new application, and told us to have the full modification application ready " just in case ''. This was incorrect guidance that we followed in good faith, when in fact the representative was wrong. We are seeking help in getting our lender to remove the foreclosure while this is investigated, to get our full loss mitigation application reviewed, and to issue a formal complaint if needed. Please advise if you need additional documentation.

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