Consumer complaint received 2026-03-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Application denials
Company: Ocwen Financial Corporation
State: TX

Complaint narrative:
In XX/XX/XXXX, our trial loan modification was approved. After receiving that approval, I contacted the loan servicer multiple times to obtain instructions on how to begin the trial payments. Once instructions were provided, we were informed that the trial payments would begin on XX/XX/XXXX. We made each required trial payment on time and in full, following the instructions given. On XX/XX/XXXX, I contacted the servicers call center because we had not yet received the final loan modification paperwork. The customer service representative informed me that the paperwork was still pending and instructed me to continue making the trial payments. I relied on this guidance and complied. When we attempted to make the XX/XX/XXXX, payment, it was blocked. XXXX, the additional successor in interest, called to inquire about the blocked payment. She was informed that the loan modification had been rescinded because the paperwork had not been returned. Additionally, she was told the paperwork had been mailed on XX/XX/XXXX, with a required return date of XX/XX/XXXX. This was the first time we were made aware of those dates. If I had been informed of this during the XX/XX/XXXX call, I would have requested the paperwork be sent electronically to meet the deadline. We never received the paperwork. I later spoke with both a customer service agent and a supervisor. Both acknowledged that I had received incorrect guidance on XX/XX/XXXX and apologized for the misinformation. These calls are documented in the companys telephone transcripts. Despite acknowledging the errors, the company has refused to take any corrective action. I also completed a formal appeal via telephone with both a customer service agent and a supervisor. During this appeal, I explained that we never received the modification paperwork and that we had followed all instructions provided throughout the trial period. Despite this, underwriting refused to overturn the denial of the modification. Our family has invested nearly two years in this process and paid approximately {$5000.00} in trial payments. It is unreasonable to suggest we would fail to return critical paperwork if it had been received. Throughout this process, the servicers website and written correspondence state that they are committed to assisting homeowners. Our experience has been the opposite, characterized by misinformation, errors, denials, and negative consequences caused by the servicers own mistakes. On XX/XX/XXXX, I spoke with a supervisor to request corrective action. Later that same day, the foreclosure process was reactivated, which appears retaliatory and predatory given the circumstances. As a result, I requested immediate corrective action, specifically : Immediate reinstatement of our trial loan modification ; or Immediate reissuance of the modification paperwork with a confirmed deadline and verified delivery method. I also requested written confirmation of corrective action and a direct contact person to assist with resolution. The servicer has refused to take responsibility or implement any corrective measures. Timeline of Servicer Errors Date Event / Action Notes/ Errors XX/XX/XXXX Trial loan modification approved Approval granted; instructions to follow were to be provided. XX/XX/XXXX XXXX payments began Payments made on time per servicer instructions. XX/XX/XXXX XXXX allegedly mailed modification paperwork XXXX never received ; first mention of this date came during XX/XX/XXXX call. XX/XX/XXXX Contacted call center Informed paperwork pending ; instructed to continue payments. No mention of XX/XX/XXXX mailing or XX/XX/XXXX return deadline. XX/XX/XXXX Alleged paperwork return deadline XXXX never received ; could not comply. XX/XX/XXXX Trial payment blocked Payment blocked despite following instructions. XX/XX/XXXX XXXX called Informed modification rescinded ; first notice of XX/XX/XXXX mailing and XX/XX/XXXX return date. XXXX XXXX XXXX, XXXX Appeal via phone with agent and supervisor Both acknowledged misinformation; apologized ; documented in transcripts. Underwriting refused to overturn denial. XX/XX/XXXX Spoke with supervisor Attempted resolution ; requested reinstatement or reissuance of paperwork. XX/XX/XXXX ( later ) Foreclosure reactivated Occurred same day as supervisor call ; appears retaliatory and predatory. Summary : We followed all instructions provided by the servicer and all payments were made on time. XXXX was never received despite claims it was mailed. Customer service and supervisor acknowledged errors. No corrective action has been taken. Foreclosure was reactivated immediately after requesting corrective action.

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