Consumer complaint received 2025-03-26 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: OH

Complaint narrative:
I had applied for a loan modification due to financial hardship. On XXXX XX/XX/XXXX, I had contacted XXXX Mortgage because I had not heard anything back in regard to my modification approval. I spoke with an agent who advised me my modification forms had been mailed out on XX/XX/XXXX. I let him know I had not received them. He also informed me I had to have them notarized and sent back to them by XX/XX/year>, or the agreement would not be valid. He informed me he would email me the agreement so I could print it off, get it notarized, and overnight mail it back to them. He sent me the paperwork at XXXX on XX/XX/year>. I printed it off and took it to the bank on XX/XX/year>, and had all three pages of my agreement notarized. I overnight mailed the documents on XX/XX/year>, at XXXX. They attempted to deliver them on XX/XX/year>, and were unsuccessful, they did end up delivering them on XX/XX/year>, at XXXX. After checking multiple times over the past couple weeks, their website never updated to show my new payment of XXXX due on XX/XX/year>. I called XXXX on XX/XX/year>, to ask for an update on how I was to make my XXXX payment when none of the websites reflected the amount due. They then told me that the agreement I signed was incorrect, they decided to cancel that agreement, without any notification to me, and that my payment was XXXX and it was due on XX/XX/year>. Not only had no one from XXXX contacted me by mail, phone, or email to tell me the contract that they had me notarize, sign, and return to them would no longer be valid, I saw nowhere in the contract that they were allowed to cancel that at any time and make an entirely new contract after having me sign the original. I spoke with a manager and a case manager on XX/XX/year>, who did nothing but find ways to put the blame on me for not knowing the amount was changed even though I was not informed, give me generic answers, and no one could tell me where in my agreement it stated that they could change it at any time. I also informed them that at no point did I ever receive this new agreement through the mail or email from them. They continued to put the blame on me, they were not able to give me a breakdown of how and why the cost had changed, or why I was sent an agreement that was to be for the next 3 years and now I only had a 90-day trial modification. I was ensured by the case manager that the new agreement would be emailed to me within the hour. At XXXX on XX/XX/year>, the case manager emailed me the agreement with a letterhead dated for XX/XX/year>, that again stated my mortgage was to be XXXX after having over an hour-long conversation about how that amount was incorrect. I still have no documents on my payment being XXXX dollars and no answers on how they were allowed to change a contract that they entered into with me. Their response was they did not put the contract in their system therefore it is not valid even though they mailed me the agreement on XX/XX/year>, and emailed it to me XX/XX/year>, and XX/XX/year>. This agreement for XXXX has now been sent to me 3 times and they still are playing dumb. I let them know I would be making a payment of XXXX on XX/XX/year>, as indicated by all XXXX agreements they sent me, and their response was it is incorrect, and I will be in trouble for making a payment that is less than what I owe. I have requested call transcripts and requested this be looked into further, but they told me if I do not make a payment of XXXX by the end of XXXX all agreements are off the table and my load is back in default. I am just going off the agreement that they sent me to have notarized and returned back to them. I still have no paperwork on this second agreement they came up with and I fear they will foreclose on my home out os spite due to their own negligence.

Company response to consumer: Closed with explanation