Consumer complaint received 2022-05-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Ocwen Financial Corporation
State: NY

Complaint narrative:
case number XXXX regulatory case number XXXX Dear XXXX XXXX On XXXX XX/XX/XXXX I applied to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
XXXX and I kept calling XXXX to send the XXXX. 
Late in XXXX I wrote to XXXX to help investigate on the situtation. After I wrote a manger XXXX called XX/XX/XXXX and wrote back they were looking into it. 
Late XXXX XXXX XXXX I received the w9 and sent it to XXXX and lost the grant. I then applied for a new grant through XXXX PHH then called in XXXX and modified the payment to {$840.00} I told the manager of the account I can not afford as my husband is awaiting his XXXX XXXX XXXX XXXX 
I am now ready to make payments as my husband got his XXXX But can only make payments of {$640.00}. 

Hope you can look into it and we can resolve it and go back to my normal payments Notice of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Inbox XXXXXXXX XXXX XXXX XXXX XXXX Mon, XXXX XXXX, XXXX PM to me XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX  XXXX Application # : XXXX XX/XX/XXXX Dear XXXX XXXX XXXX We are pleased to tell you that based on our review, you meet the basic eligibility requirements for the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. This does not guarantee you will receive a funding award. 
First, we must determine what type of assistance you may be eligible for under the program. The XXXX XXXX provides homeowners affected by COVID-19 with several types of assistance : Many mortgage servicers are required to offer homeowners affordable loan modifications according to federal and state guidelines. XXXX XXXX helps eligible homeowners seek loan modification assistance from their mortgage servicer. 
If you do not qualify for a reasonable loan modification offer with your servicer, then XXXX XXXX funds may be used to try to make your monthly payment affordable or to pay down mortgage arrears. 
XXXX XXXX provides financial support to address non-mortgage issues, such as delinquent property taxes, water/sewer payments, condo and co-op fees, and manufactured home loans. 
XXXX XXXX also provides limited financial assistance to cover the cost of ongoing monthly housing payments for eligible homeowners who are unable to pay their ongoing housing costs. 

Next, XXXX XXXX will reach out to the entity to whom you make your monthly housing payments and confirm the amounts owed. If you are seeking mortgage assistance, we will contact your mortgage servicer to ask for a loan modification, if possible. If your mortgage servicer offers you a reasonable home retention offer or loan modification, XXXX XXXX funds may not be needed if the offer meets the programs criteria for being affordable. 
If we determine that you do require financial assistance under this program, the funds will be made available as a forgivable loan ( see Terms of Assistance below ) from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX the administrator of this program. XXXX XXXX financial assistance loans will have the following terms : The loan will not require you to make any monthly payments or pay any interest. 
The loan would only be due if the property is sold, transferred, refinanced, or stops being used as a primary residence within XXXX years. If none of these events occurs, then the loan will be forgiven XXXX years from the date the loan is signed. 
The loan will be secured by a lien on the fixtures attached to the home. 
There are no application fees, credit report fees, processing fees, lock-in fees, or property appraisal fees charged related to the loan. 
Please note that this approval is conditional, and may be canceled for any reason in accordance with XXXX XXXX XXXX XXXX, including but not limited to the following : Information you provided to the program, or other individuals acting on your behalf during the application process, is found to be untrue or inaccurate ; Based on new information reviewed by the program, you are determined to no longer be eligible for assistance. 
You fail to provide any required documentation or information requested by XXXX XXXX. 
Based on our review of loan modification offers available to you, you are determined to no longer require financial assistance from the program.

Company response to consumer: Closed with explanation