Consumer complaint received 2024-12-27 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: MD

Complaint narrative:
I want to formally file a complaint regarding the handling of my mortgage account and the recent changes in payment policies by my mortgage servicer, which have placed me at risk of foreclosure despite my efforts to remain current. 
For the past two years, I have been making consistent monthly payments to prevent my mortgage from falling further behind and potentially going into foreclosure. Despite my efforts, I am now facing the threat of foreclosure due to unexpected changes in my mortgage servicer 's payment acceptance policy. 
I have been making monthly payments to keep my mortgage within 89 days past due, as advised by the servicer. I was assured that as long as I did not exceed 89 days past due, I could continue making payments and work towards catching up on my account. Additionally, I was informed that any late fees could be addressed later, once the account was brought current. However, on XX/XX/year>, I attempted to make my regular monthly payment and was informed that their policy had changed in XXXX. I was told that I now must make at least two payments at once, or my payment would not be accepted. This sudden change puts my account at 87 days past due, and without accepting my payment, it will exceed 90 days past due, triggering foreclosure proceedings. I was never informed of this change, despite having made payments in XXXX and XXXX. When I asked why I was not notified, one representative stated that the company is not required to inform me since my mortgage was past due, while another apologized for the oversight. A third representative attempted to locate documentation regarding the change but was unable to find any. 
This lack of communication and refusal to accept my payment leaves me feeling as though I am being intentionally pushed into foreclosure. I have expressed my willingness to continue making payments and even apply for assistance to bring my account current, yet I was denied any resolution. Instead, I was told that a representative would contact me next week, which will be too late to prevent foreclosure. 
I am requesting the following : 1. Investigation into the mortgage servicer 's sudden policy change and lack of notice provided to customers.

2. Immediate intervention to require the servicer to accept my payment and prevent foreclosure while I work to bring my account current.

3. Clarification regarding my rights as a consumer and available assistance programs to help resolve this issue.

This situation has caused me significant emotional distress, and I feel my attempts to responsibly manage my mortgage are being disregarded. I am hopeful for a prompt investigation and resolution to this matter to avoid the devastating outcome of foreclosure.

Thank you for your attention to this urgent issue. I look forward to hearing from you immediately to resolve this matter.

Company response to consumer: Closed with explanation