Consumer complaint received 2018-04-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Ocwen Financial Corporation
State: UT

Complaint narrative:
I originally asked for help by uploading to Ocwens website the completed Loan Modification forms and documentation as requested on their site on XX/XX/XXXX. I heard nothing and nothing was showing on their website under modification status.

Since I heard nothing, I emailed the forms to Ocwen on XX/XX/XXXX. I still heard and saw nothing.

I faxed the forms on XX/XX/XXXX and received and email on XX/XX/XXXX that my relationship manager was XXXX XXXX. I heard nothing from him.

On XX/XX/XXXX, I called to ask what was happening and was told that I did not send in all the requested information ( though I did and I have copies of what I sent every time ). I complied and faxed in the " additional '' information requested and we set up an appointment with XXXX XXXX for XX/XX/XXXX.

On XX/XX/XXXX, I received a call and was informed that XXXX XXXX was not available and I spoke with someone else who informed me that my forms were not complete/out of date. I uploaded the " new '' forms on their website and set up a new appointment on XX/XX/XXXX.

On XX/XX/XXXX, I received a no call at the appointed time. I called and set up a new appointment on XX/XX/XXXX.

On XX/XX/XXXX, I received a call and was informed that XXXX XXXX was not available and I spoke with someone else. He told me that my pay stubs were out of date and I would need to get them updated paystubs before they could continue. We set up a new appointment forXX/XX/XXXX. I UPLOADED, FAXED and EMAILED the update and requested notification that they had been received. I received no notification.

On XX/XX/XXXX, I was informed that XXXX XXXX XXXX was assigned as my new relationship manager, for which, based on the history above, I was relieved. I was also informed that I did not provide proof of the additional income. I told the representative that it was sent in and that he needs to look at what was sent. Surprisingly, he found the documents right there in front of him. He told me he would submit it to the committee for review. He scheduled a new appointment forXX/XX/XXXX.

After my conversation with the representative on XX/XX/XXXX, I sent an email letter to XXXX XXXX outlining what I listed above. I copied XXXX XXXX, the President and CEO on the letter because I was not getting any help from the lower level. ( I still have not received a lower level notice on my email letter. ) However, the office of the President sent the complaint to their Ombudsman and on XX/XX/XXXX, I received a response where they claimed they responded to me and listed mail that was sent.

They did not put up the information on their website under the " Loan Modification, Check status of Your Application '' section where I was looking for updates. Not once has any notice or update appeared on their website that I am aware of.

I was told to check on ocwen.com for updates. I have frequently checked ocwen.com for status on my paperwork and not ONCE has there ever been anything posted about missing/outdated paperwork that needs to be submitted. There has been no confirmation and no updates whatsoever.

Not once in any of these appointments have we discussed the help of which I am so sorely in need. Not once have I actually talked to my assigned relationship manager XXXX XXXX. Nor have I had a conversation with XXXX XXXX After 6 months of trying to get help, the office of Ombudsman informed me that as of XX/XX/XXXX, all my paperwork had finally arrived. Basically, I tried for one half of a year to get a modification done to help me because my dire financial position was so difficult and every time I contacted them, save the email to the president, I was informed that I still needed to send in documents, the same documents that I had already sent multiple times. This was unnecessary stalling on the part of Ocwen.

On XX/XX/XXXX, I received a Decision on Your Request for Mortgage Assistance from Ocwen. They denied my request. The reason for the denial : The account is current and after reviewing the information provided, we have determined that the account is not at risk of default. The accountholder has sufficient net income to pay the current mortgage payment.

As of the time of the writing the account was current because I was forced to with draw money from my 401k and my XXXX retirement accounts, neither of which had a substantial balance, but was around {$20.00} to {$25.00} thousand only. I pointed out the need for the retirement withdrawal in my correspondence with Ocwen just to make sure I did not get foreclosed on. As of that date, I have not had sufficient income to make the payments and am now 4 months late again. I am now submitting another request to take out the more of my depleted retirement so that I can make these payments.

I sent to Ocwen my income and expenses which clearly show that I am in need of assistance as my income is not sufficient for the used car loans and mortgage payment. ( I do have a large family so living expenses are large also ).

I work two jobs and start at XXXX XXXX XXXX XXXX and end at XXXX XXXX XXXX. I'm doing all I can. Economic times are tough. I need the modification to survive.

Now I must point out that my taking money out of the retirement account is not without consequences. The IRS penalty for early withdrawal for a hardship is 10 % plus ordinary income tax, and at the 15 % tax rate, that means I need to pay an additional 25 % minimum for any withdrawal I am forced to make. That is really going to hurt when I already do not have enough money to make the normal cost of living payments yet to Ocwen, I dont need help.

In addition, I would like to point out that Ocwen is charging me a late fee every month, which is extra money for them, and they are charging me for BPOs on a monthly basis to make sure my property is still in good condition, and other fees for whatever they feel they want to charge, for which, I really cant do anything about. So not only do I have to pay the cost of my mortgage which I can not do without a modification but now, because of their refusal and slow processing, but I have to pay all these other fees.

It can be difficult to get a hold of me and I work in a place where phone conversations are not easy nor private. Yet I have made the last 4 appointments when my assigned relationship manager was not able to make it.

In communicating with them, it would be easier to conduct business through email or online chat, but I was told this was not possible. They said they couldn't even leave a message on my phone with anything more than a " please call ''.

Now, since I was rejected for modification by Ocwen, I have been searching for other alternatives. I have found a local mortgage company that is willing to work with me, who is willing to do a refinance/consolidation and home repair loan to help me get back on my feet. I have worked hard to get my credit scores up to qualify and this week, I got there. The mortgage agent said that we could now qualify for an FHA loan at a lower interest rate then what I am paying at Ocwen. Plus according to him, the company is much better to work with then Ocwen based on Ocwens reputation.

After telling me that we could qualify for the FHA loan, he texted me back and said there was a problem because Ocwen now is not showing on any of my credit reports, but the last one that he pulled about a month ago, showed Ocwen loan was in modification, which it certainly was not. So Ocwen appearing and disappearing on my credit report and reporting modifications when none was granted and because of the late payments caused by the delay has now stopped my progress in refinancing my mortgage away from Ocwen.

Can you help me?

Company response to consumer: Closed with explanation