Consumer complaint received 2022-05-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Ocwen Financial Corporation
State: GA

Complaint narrative:
My mortgage servicer PHH Mortgage has failed to review or consider me for the government CARES forbearance program or any type of modification or restructuring of my mortgage even though I had been impacted by XXXX and multiple XXXX and XXXX  situations. When I realized they were refusing to offer any type of help and scheduling my house for foreclosure sale I found a private lender that told me they could pay off PHH so I could save my home and I completed all of the paperwork and everything was in motion, but PHH still tried to sell my home. I was finally able to get someone at PHH to listen to me at the last minute ( day before foreclosure sale ) and they verified that there was an active review for payoff of PHH through this new private loan and they temporarily postponed the sale. I have now found out that there are several different programs that I should have been given access to so I could get caught up on my delinquent payments and PHH never gave me the chance. I actually attended a webinar they sponsored in XX/XX/XXXX for homeowners who were behind on payments, and I followed the instructions and attempted to apply for assistance. I never received assistance, I never was assigned a single point of contact or relationship manager, I was never given any information. When I tried to follow up on my application I was told that the wrong information was on the application so it had been cancelled. I tried to restart the process but no one would work with me or talk with me. I tried to resume making mortgage payments but I was told that since I was behind I would have to reinstate all missed payments and fees with a lump sum payment which I could not afford. 

PHH Mortgage denied me access to the government CARES program designed to help homeowners who were negatively impacted by XXXX. PHH Mortgage has never given me an opportunity to be reviewed for any type of restructured or modified loan, they have never reviewed my financial circumstances to determine what options are available. Instead they started the foreclosure process, which led me to panic and try and find someone to help with a loan to pay them off and save my home. 

I have worked in the field of XXXX  XXXX  XXXX  as an XXXX XXXX XXXX for XXXX  years. I have worked for the XXXX for the last XXXX years. I had XXXX  XXXX in XX/XX/XXXX and was out of work for a couple of months, but had sufficient sick pay built up so that I could keep up with my bills. However, my health problems continued and I was forced to have XXXX XXXX XXXX in XXXX and then a second XXXX XXXX XXXX in XXXX. I was unable to work this entire period and had exhausted all sick and vacation pay. I was unable to walk for several months after the XXXX, so I had to hire a driver to take me to appointments, had to pay for XXXX  XXXX, had to pay for XXXX XXXX XXXX  to help with meals etc. as well as very expensive medications. As a result I could not keep up with my mortgage payment and fell behind. Once I was ready to go back to work I found that our schedule and hours had been impacted due to XXXX and I was making less money. I was underwater on all of my bills and it was a very difficult time. I began moonlighting working at an XXXX warehouse to make some extra money so I could get caught up. I was VERY excited when I learned of the PHH XXXX to help homeowners who were in trouble and behind on payments and thought that I would get help from your company. I am not sure why PHH would not conduct a review of my loan and situation, or advise me on what was wrong with the application so that I could correct the information to be reviewed, but instead they just kicked me to the curb. When I tried to resume making payments their agents refused to accept it unless I paid the full past due amount including fees.

Company response to consumer: Closed with explanation