Consumer complaint received 2015-04-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Ocwen Financial Corporation
State: NY

Complaint narrative:
I am writing once again to ask your help and assistance with the mortgage I have with your company. My original correspondence to you was on XX/XX/XXXX which resulted in no formidable resolution to my issue. 
I have a variety of ongoing issues with my mortgage and have tried multiple times to get them resolved once and for all most recently with XXXX XXXX XXXX and once again I have reached ends with no resolution. 
I fell behind in XX/XX/XXXX due to implications from XXXX XXXX. When I called Ocwen to seek some type of resolution I was transferred to XXXX of your employees in XXXX who told me he would put me on a Forebearance Plan which was being offered to mortgage holders with hardships due to the storm. I never received any paperwork to sign regarding this and was simply told over the phone that I would not have to make payments for 3 months and that after that my payments would be higher for a few months. I agreed to this verbally and when it came to resume payments Ocwen would not accept payments from me because my account now was delinquent and I defaulted by not making payments for three months. 
I have called Ocwen many times and at a certain point had it noted on my account that I only wish to speak with representatives from the US. I was assigned to a relationship manager, XXXX XXXX who told me that Ocwen has ways to help me keep my home and that she will email me the necessary information for a modification. I filled out the paperwork, faxed in all the required information and after a while was informed that I was not eligible for a modification but instead a deed in lieu of foreclosure As I was not satisfied with this, XXXX XXXX directed me to the Make Home Affordable Program. After once again filling out paperwork and many telephone calls I was told that this organization could not help me either. 
I once again submitted an application for a modification with Ocwen which I believe is still pending. The last time I spoke with XXXX XXXX was XX/XX/XXXX at which time she stated that Ocwen does not offer forebearance plans, and I must be confused. I obtained my payment history online and it has 3 months of payments listed as forebearance payments. At the same time, XXXX XXXX also stated that she needed income documents and other information that I had already submitted with my previous application. I asked her to pull my file and she said that there was no documentation there, which in fact I know that it was sent in with the XXXX application. 
I have tried to make payments since the beginning of this fiasco and have been told that Ocwen will not accept my payments unless I pay the entire past due payments in full ( now in excess of {$40.00}, ,000.00 ) The only response I get is that I should apply for a loan modification and that Ocwen offers many programs that will help me keep my home. I continually receive letters stating the outstanding balance on my account which I am aware of, but can not pay the full amount. 
At this point, I am more than frustrated. I do not want to lose my home. I have tried diligently to get some sort of workout plan such as HAMP, and was declined for any workout assistance because I was told my business income was too low ( I am self employed ) To show how serious I am about saving my home, I actually had to lay off employees and have taken over their hours. This has increased my monthly business income by approximately {$2500.00}. I have made a few other business changes as well to increase my income but I have been continually told that I am not eligible for a modification but rather a " deed in lieu of foreclosure '' or a " short sale '' All I want is a fair chance to keep my home and pay my monthly mortgage payments I know that I owe a lot of money, but it is because I have not been allowed to make any payments I continually get the run around from Ocwen.

Company response to consumer: Closed with explanation