Consumer complaint received 2024-02-10 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: MA

Complaint narrative:
I am a XXXX XXXX  who had my business devastated due to Covid 19. This put me in a bad position. I fought hard to keep my XXXX  open and pay my bills but eventually needed help through the government forbearance program for my home mortgage that was offered by New Rez. After I completed the 6 month program I was approved for a loan modification and made my trial payments as agreed and then we signed the permanent modification paperwork and mailed it in well ahead of the bank deadline in their prepaid overnight envelope. When we tried to make our next payment we were told that the paperwork was never received, and the permanent modification offer was rescinded. I find it unbelievable that I may lose my home because New Rez claims that the final paperwork was never received when indeed it was mailed back in THEIR prepaid envelope they provided me in plenty of time. I have been contacted by an Attorney for the bank because they are starting foreclosure on my home that I have owned for over 30 years. This is avoidable and should not be happening. 

I have owned a XXXXXXXX XXXX XXXX for 7 years. When the pandemic first hit we made some adjustments with more takeout and delivery and made it through OK until XXXX  when business declined and then in early XXXX  we were devastated. We had to shut down several times due to local restrictions. We also went through a period where multiple employees contracted XXXX so we had to reduce operating hours due to lack of staff. Since we had been declining all through XXXX  we could not recover and at that time I reached out for help and were offered a six month forbearance to help our business recover. When the forbearance ended in early XXXX we were offered a CARES act modification. We made all three trial payments as agreed and then received the permanent modification. The paperwork was signed and sent back to New Rez on XX/XX/XXXX ( deadline was XX/XX/XXXX ) in the prepaid overnight envelope that was provided that went directly to the appropriate department at the bank. We did not receive a notice or statement so we just called in to make our first payment in XXXX. At that time we were told by the agent that they would not accept our payment because our modification had been cancelled because we did not send back the signed contract accepting the program. The paperwork was sent back in the prepaid envelope provided by New Rez and there should be tracking of this overnight envelope by New Rez because the package was sent back on XX/XX/XXXX. Instead of researching what happened I was told sorry your modification is cancelled and you need to reinstate all the past due payments from the forbearance. 

I have tried repeatedly to get New Rez to work with me to fix this issue, but I am met with red tape, bureaucracy and lies. I have tried repeatedly to reapply for help but have not made any progress so I hired a provider to help with the application but got the same results and now I am going into foreclosure. I am requesting that New Rez provide the tracking information for the prepaid envelope that contained the signed modification documents that we mailed back signed and dated on XX/XX/XXXX. If New Rez had bothered to research this fact they would know the truth and would also know that if it truly was not received and entered into the system that this is due to employee error or willful criminal activity. I will produce a notarized sworn declaration for any public official or agency to review regarding this matter. We followed the rules and made the trial payments and returned the paperwork but now we are in foreclosure because of this situation.

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