Consumer complaint received 2025-12-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Ovation Financial Services, LLC
State: TX

Complaint narrative:
I refinanced in XX/XX/XXXX and then in XX/XX/XXXX my husband and I both became unemployed so we asked if we could refinance for a smaller payment because the current payment was {$1900.00} per month. I spoke with XXXX XXXX XXXX XXXX She said that she would have somebody reach out to me. Nobody responded. I then called back. 
XXXX XXXX spoke to XXXX she said the same someone would call me back XXXX XXXX of XXXX spoke with XXXX same result XXXX XXXX spoke with XXXX XXXX said she would look over the file and call me back XX/XX/XXXX, I spoke with XXXX and she said XXXX was on vacation. She still did not know the status of the refinancing .. during this time I also emailed on each one of those days that I called the Customer Service email XX/XX/XXXX, called and spoke with XXXX and she said let me put you on hold and hung up on you This behavior continued all the way till XX/XX/XXXX XXXX XXXX up XX/XX/XXXX I spoke with XXXX XXXX I told her I had a company who was going to help me catch up my payments I was gon na give them the information so they could call and sign a power of attorney letter for this company. That way they could speak on my behalf. 
XXXX XXXX the representative from the company that was going to help me catch up with my back payments that gentlemans name is. XXXX reached out to me and said that Ovation had not been cooperating with them. He could call and put us on a three-way cup of line so that they could get authorization even though we had sent everything through email so we called them XX/XX/XXXX. We spoke with XXXX. She transferred us to XXXX who transferred this to XXXX and then hung up on us so we continue same phone call when we got to call back. We spoke with XXXX and she hung up with us. Put us on hold XXXX and I both emailed them requesting information to get caught up and for refinancing to bring down the payment to something more reasonable six or {$800.00} a month with no response I also was not able to make any more payments to the portal. Ive had no more access they stopped taking out direct deposit and I wasnt even I would call to try to make a payment online or on the phone with them and they would hang up so its like they were not accepting my payments. They were not making it accessible for me to be able to pay them, it just seems like they were just not wanting to accept the payment. They just wanted to continue with the foreclosure. XXXX has been working on back-and-forth trying to negotiate with them for about a year and still not accepting any payments from me. I sent some money orders and they returned them back and then try to sell. One of my houses started that paperwork in XX/XX/XXXX and its now XX/XX/XXXX and I still have not been able to finish that. I took over nine months for the title company the title company. Get to get the information from motivation to be able to find out how much was owed and all this time I havent been able to make any payments. Any money orders I sent they sent back. I have no access to their portal and I still not have been able to get all the information for the mortgage company. Whos trying to give me alone on these properties and they did not accept the money from XXXX after everything was said and done it took almost a year. It was a total of {$18000.00} that XXXX company was going to pay Ovation to help me catch up and just pick up making payments at {$1900.00} and then within hours of that being said and done Ovation stopped and said we dont deal with third-party companies and they denied the payment tthat XXXX company was trying to make

Company response to consumer: Untimely response