Consumer complaint received 2022-01-06 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Ocwen Financial Corporation
State: PA

Complaint narrative:
My name is XXXX XXXX, my husband and I are homeowners in XXXX, PA. We live just outside XXXX XXXX in the XXXX XXXX section of XXXX XXXX XXXX I am submitting this complaint in an effort to bring the business practices of PHH Mortgage to your office 's attention.

For the past six years we have been fighting for a mortgage loan modification in an effort to save our family 's residence and home. My husband, XXXX XXXX and I moved here with my son XXXX in XXXX because it was central to public transportation. My husband is handicapped and unable to drive so it was important to live in a family friendly neighborhood that was centrally located. 

Our hardship began in XXXX when my father, a United States veteran was diagnosed with XXXX. I was forced to take time off from work to help with his care and ultimately we fell behind on our monthly mortgage payments. 

Unfortunately In XX/XX/XXXX my father passed away as a result of his XXXX. At that point I was able to return back to work and again get back on track with my payments so I reached out to my lender PHH Mortgage for options. The first time I applied for a modification I was denied. At that point I felt it was important to obtain legal counsel. 

I worked with a lawyer for a very long and stressful 2 years. We went back and forth with PHH constantly running out the time clock on multiple applications. Ultimately, PHH denied the modification even after an appeal and litigation. 

In XXXX my lawyer stopped representing my case and instead encouraged me to apply again on my own. The effect of the Covid-19 pandemic had set in and staffing was too low for her to continue my case. I again began the long and painful application process by myself. Once again PHH would run out the time clock on all paperwork, ultimately forcing me to continuously resend the application time and time again until XX/XX/XXXX. 

Finally in XX/XX/XXXX I received a letter from PHH that my Modification Application was approved. We received the Promissory note in the mail and were informed that we needed to make the next 3 payments on or before the 1st of XXXX, XXXX, and XXXX and return the Promissory note signed with a notary present. 

We immediately went to our notary and returned the signed Promissory note via overnight mail. In addition we sent the payment via overnight mail so it would arrive before XX/XX/XXXX. Unfortunately PHH rejected the Promissory Note. They stated both on the phone and in writing that XXXX signature was not legible. 

We again returned to our notary with the new agreement, this time XXXX made his signature more clear and legible. We again returned the Promissory note via overnight mail. In addition we sent in our 2nd payment via overnight mail so that it would arrive by XX/XX/XXXX. Unfortunately PHH again rejected the Promissory note. This time they stated that the notary needed to write XXXX XXXX AKA XXXX XXXX XXXX XXXX on his line within the Promissory note. 

We again returned to our notary with the new agreement, this time the notary was careful to write XXXX XXXX AKA XXXX XXXX XXXX XXXX on each of his lines. We again returned the promissory note via overnight mail. Unfortunately PHH rejected our Promissory note a 3rd time. This time we asked for their specific request in writing. In their communication to us, PHH stated that now both XXXX and the notary needed to write XXXX XXXX AKA XXXX XXXX XXXX XXXX on every single line within the Promissory note. 

We again returned to our notary with a new agreement. We also showed our notary the written documentation specifically outlining what each signature line should say. Both the notary and XXXX signed each line exactly as stated in writing from PHH Mortgage. We again returned the Promissory note via overnight mail. We also again sent our 3rd payment via overnight mail so that it would arrive by XX/XX/XXXX. 

At this juncture, PHH has rejected our Promissory note for a 4th time. PHH has now stated that we need to again re-submit a new modification application package and start from the beginning of the loan modification process.

We have done everything that PHH has instructed us to do in order to complete the agreement and remain in our family home. Over the past six years we have submitted countless applications as a result of PHH Mortgage 's poor communication and poor business practices. 

We will do anything that we can do and have to do to save our home in this difficult time however this ongoing 6 year fight with PHH mortgage is abusive to myself and my family and their housing practices are fair from fair. 

We have submitted all required paperwork, and we have proven all required income. Please help us save our residence and our home. 

We believe that we are being denied fair housing rights as it relates to the right to receive a fair chance to keep our home. Our neighborhood is being heavily gentrified and we fear that we will become victims of redlining within our neighborhood. 

We have proven all income and we have returned all required documentation needed to fulfill a complete modification application. PHH Mortgage has clearly tried to run out the time clock and foreclose on this home on many occasions despite our ability to prove that we can get back on track with our mortgage. 

PHH Mortgage has had a class action suit for this very reason and has been ordered by the federal government to give a fair chance for modification in the past. Their way around that is to simply run out the time clock. I have fallen victim to this practice from PHH from XXXX. Please help us save our home.

Company response to consumer: Closed with explanation