Consumer complaint received 2022-11-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Ocwen Financial Corporation
State: CA

Complaint narrative:
I, XXXX XXXX, entered a payment forbearance during the Covid pandemic in XX/XX/XXXX through XX/XX/XXXX. Around early XXXX, I applied for a modification with PHH Mortgage, ( my lender ). They approved me for a trial payment plan in XX/XX/XXXX and I successfully made all of my trial payments plus continued making my payments until they finally issued a final modification plan to me in XX/XX/XXXX. I signed and returned the final modification agreement by PHH 's deadline in XX/XX/XXXX, ( despite not receiving the documents by mail from PHH, I had to call and request PHH email them to me ). Within weeks of PHH 's confirmation of receipt of my final fully executed modification, I contacted PHH to see when my online account access would be reinstated. During that call, I found out PHH had to reject the modification because PHH had completed the paperwork incorrectly. PHH needed to redo my modification paperwork and I had to wait for it, all while making monthly trial plan payments. I called PHH repeatedly over the course of XXXX XXXX looking for my redone modification paperwork. Finally in XX/XX/XXXX, a representative informed me the documents had been mailed out to me and had a fast approaching deadline. I had not received the paperwork and again requested they email the documents to me. I promptly had the documents notarized and overnighted to PHH to make their assigned deadline. I called the next day and confirmed receipt of my documents by the deadline and had my proof of mail receipt from the USPS. I called PHH the next week to find out when my online account access would be reinstated and was informed that my modification had been denied because the notary did not complete her section according to PHH rules. Since we were now past PHH 's deadline, my modification was denied and I would have to start all over again. I requested a supervisor call me and set an appointment. Instead of keeping the appointment, a supervisor called on a random day and time and I was unable to answer. I called PHH myself and was able to request an UW to reconsider the denial because it was for no fault of my own and PHH confirmed that no letter or communication had been sent to me to inform me of these issues ever. On XX/XX/XXXX, I received a call from a random representative, ( not my assigned relationship manager  because he is unavailable until XX/XX/XXXX!!! ) and was informed my request for reconsideration had been denied as well as my modification. I am outraged! PHH has failed to communicate with me as they should. I know about these issues because I call in regularly. I am unable to meet with my assigned relationship manager and am facing losing my home for no fault of my own. PHH must honor the modification. It is my understanding that the modification is a federal mandate since my loan is Fannie insured. I have jumped through all of their hoops and am at a loss. Please help me.

Company response to consumer: Closed with explanation