Consumer complaint received 2025-09-28 00:00:00
Product: Mortgage — FHA 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: MI

Complaint narrative:
I had entered into a trial payments to assume responsibility over the account and house. From the months of XXXX of XXXX to current I been working with a XXXX  XXXX in which I started in contact with every time I received any type of correspondence. I took full directions from them and always repeated everything over the phone before ending each call. I have noticed that every representative I have spoken with did have some type of language barrier where I would constantly repeat myself or I asked them to repeat. I had received a notice after I made all the trial payments that I have failed to submit the family transfer paperwork. I responded that I have never received it. Then I went back in the documents and I had in fact received it but when I received it I called PHH mortgage spoke with someone and I was told to ignore it because I was going through trial payments. They in fact told me some time in XXXX that if I responded or acted on it, it could void out my trial payments. So I explained that I apologize and I did receive it and I explained to the XXXX XXXXXXXX what I was told. So he told me to submit as soon as possible. So I submitted what I thought was right and then he clarified that I needed to get a deed recorded in my name along with homeowners insurance in my name. So I obtained a lawyer who had to do research before drawing up the deed because I was dealing with probate court. I was able to get the deed recorded. At the end of my last trial payments i called them and asked what was my next step and i was told just keep paying they are still working on the modification. So about XXXX weeks later I received a packet in the mail to send back in which I only had about XXXX week to get back so I sent it in the mail. Not realizing that it would not reach them in time I contacted them and XXXX my XXXX XXXXXXXX told me to go online reprint it fill it out and overnight it. So I did that. When we had our next appointment he stated that they did not agree with how I dated the date and wanted me to spell the month out and overnight it again. So I print it out again and as instructed by XXXX my XXXX XXXXXXXX and overnighted it again. Then our next appointment he stated that they could not accept a photocopy of the document in which it was not a photocopy. So they sent another packet in the mail and I signed and dated it and I was told by XXXX to purchase a signature pen. At this point Im so confused and frustrated. I also in the meantime received a correspondence saying I had 90 days from XX/XX/year> to submit the deed and homeowners insurance. I had an appointment with the case XXXX on XX/XX/year> and he stated that I need to turn the documents in that day. I explained to him that I received a letter saying I had 90 days and that it would be turned in the next day. He stated that that date does not apply to me because my case is special. So he instructed me to get it in by next date. So I submitted the deed next day by email and my progressive insurance submitted the insurance shorty after that. It may have XX/XX/XXXX or XXXX 2025 I had a follow up appointment with the XXXX XXXXXXXX and he said that I failed to get the insurance declaration page submitted. I had been on the phone all day on XX/XX/XXXX with both Progressive and PHH trying to obtain a mortgage clause that progressive needed to release the page to me in which that when they emailed it to PHH. This has been a very emotional roller coaster with PHH with the inconsistency of handling a sensitive situation. Now they had me fill out a mortgage assistance application and I feel like they dropped the ball between all the representatives I have dealt with in this matter. Please help me I have no where to go. I also ask to speak with a supervisor and they refuse to. I do know that they say our conversations are recorded maybe that will help out.

Company response to consumer: Closed with explanation