Consumer complaint received 2025-02-20 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Ocwen Financial Corporation
State: TX

Complaint narrative:
Owner : XXXX XXXX XXXX LOAN # : XXXX PHH XXXX  : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX VA XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX I am a totally XXXX Texas veteran who fell behind on payments due to illness and temporary loss of employment. I sought assistance with PHH. I began this process for a second time ( XX/XX/XXXX ) after an original application was not successfully processed in XXXX of XXXX. I was made to restart the entire process again. I have turned in all required documents : HOA fee ledger ( XX/XX/XXXX ), Hardship letter ( XX/XX/XXXX ), Bank deposit statements ( XX/XX/XXXX ), divorce decree ( XX/XX/XXXX ), marital status affidavit ( XX/XX/XXXX ), resent Mortgage assistance application FOR A SECOND TIME to include 90 days statements ( XX/XX/XXXX ) just be told today ( XX/XX/XXXX ) that my application is still incomplete! 

PHH advised me that I was being considered for the VASP program through the VA and today my Loan Technician ( XXXX XXXX ) advised me that the mortgage company was asking for documents that are unnecessary Afterall. I have called PHH ( on a recorded line ) at least one to three times weekly requesting a status update. Each time being told I either did not need anything else, or their apologies, they were mistaken, and I was missing yet ANOTHER document. Each time a document has been requested, PHH receives it within 24 hours, but PHH has been taking no less than 5 business days to simply review the documentation requested. This has created an unnecessarily longer timeline. 

I have asked on several occasions for a simple checklist to ensure they received EVERYTHING in a timely fashion to avoid delays in processing. I have not received one yet. 

This process is highly frustrating because each time I have spoken to an agent and every time I receive conflicting information. They have repeatedly asked me to turn in documents/ statements that they have already received previously ( 90-day bank statement sent twice XX/XX/XXXX and again yesterday on XX/XX/XXXX ), a verbal statement that the issues that caused me to be behind have been resolved ( completed a total of 5 times, all on a recorded line ), HOA fees ( sent three time XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ) as well as requesting documentation that the VA XXXX  XXXX does not need to process the VASP application ( divorce decree- I am the sole owner of the house, sole name on deed and have been divorced and unmarried since XXXX ), a hardship letter ( emailed twice, XX/XX/XXXX and XX/XX/XXXX, which was not needed ) and mortgage assistance application ( which I found out today was NOT needed either. I was finally assigned to speak with XXXX XXXX directly, who has been doing the best they can, but it seems as though he is not being told the correct process either, and has been left just as confused as me. For me to have submitted all these documents just to be told by my VA XXXX XXXX that most of that is not needed is disheartening. 

I am a single mother of XXXX who is currently recovering from major XXXX and have still been able to provide everything that is needed, just for PHH to email me and tell me they are still missing something else! This process has been very overwhelming and is causing me significant XXXX. It has been PURPOSLEY drawn out for no reason! I can see how individuals in my situation are losing their homes due to lack of communication and improper processing procedures on behalf of the mortgage companies. I have served my country and to lose my home because a mortgage company is improperly processing VA loans has caused me to be inconsolable. My VA XXXX  XXXX has tagged the company for improper processing so I felt the need to submit my own complaint to help any other Veteran who may be experiencing this same issue from PHH mortgage. It is only my assumption the improperly processing VA requirements is somehow illegal. 

PLEASE PLEASE PLEASE assist me in any way possible. I have reached out verbally and via email for months with no resolution. I have a foreclosure sale date of XX/XX/XXXX and do not know what else I can possibly do. 

I am consistently missing documents that I found out as of today ( XX/XX/XXXX ) were not even needed to process my VASP application. Have been receiving the run around regarding processing my VA Loan documents by being asked to submit the same documentation over and over again and still being told that they did not receive it, could not see it, or another document is needed.

Company response to consumer: Closed with explanation