Consumer complaint received 2025-06-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Ocwen Financial Corporation
State: PA

Complaint narrative:
On XX/XX/year> last mitigation application was submitted to NEWREZXXXX XXXX, please see attached.On XX/XX/year> we spoke to XXXX XXXXXXXX XXXX customer resolution. We asked if they got the package and she stated yes, the application was marked completeand they will place foreclosure on hold and move forward with the review. She stated that there wasplenty of time as it is well before the sale date of XX/XX/year> to complete the XXXX XX/XX/year> we called XXXX and spoke to XXXX XXXX in customer resolution. We asked for an update on the file for the review and he stated he needs to review the account. He placed the call on hold only tohang up the phone on us after placing us on hold for quite some time. He did not bother to return the call. He kept us on hold for an extended amount of time and for him to hang up instead of assist us was unacceptable. We called back and spoke to XXXX XXXX. She stated that on XX/XX/XXXX the account was denied and that she would send the letter. She stated that there was not an appeal option. We received the letter which was completely generic ( please see attached letter ) and it stated that they would not be reviewing the file due to as the account has been denied for mortgage assistance options due to " prior application reviews that were completed during the same delinquency cycle. " We called back to get more detailed on this denial and we were advised to resubmit a XXXX XX/XX/year> a new updated package was resubmitted, please see attached. We continued to call in weekly just like we did with the last file submission. On XXXX we spoke to XXXX XXXX in customer resolution who was the same guy that hung up on us last time. He stated that the file was again denied, they will send the letter. The letter stated the exact same thing, please see attached. This file was submitted with plenty of time to properly review the file and or provide a proper explanation as to why theyre refusing to review it. The application was complete. What does that even mean when they say it was denied due to a prior review in the same delinquency cycle? Why are they refusing to assist a qualified homeowner in keeping my property when there was plenty of time before the sale date to obtain resolution. We have asked for a detailed explanations and nobodys been able to answer that question as to what the denial means and why there is not anappeal period. Nobody within XXXXXXXX XXXX  has any clear indication as to what its really going on with our file. We are not sure if it is the language barrier but there is no excuse not to be properly informed as to why my file will not be reviewed. We feel as if they have completelydisregarded my attempts to save my home and that they have neglectedmy file., Then not even being able to explain what the denials are based on further proves the negligence. 
Further morethey were dual tracking. We were told the file was being reviewed and the sale date would be placed on hold. Well per the letters we attached, the file was indeed being reviewed but they also continued to move forward with the foreclosure sale date instead of placing the hold on the foreclosure like we were told would happen.Dual tracking in mortgage foreclosures refers toa practice where a lender or servicer simultaneously pursues both a foreclosure action and a loss mitigation process ( like a loan modification ) with a borrower who is behind on their payments.In essence, they're " dual tracking '' the foreclosure process while also considering a way to avoid it.The CFPB also restricts the continuation of a foreclosure AFTER the borrower submits a complete loss mitigation application. If a borrower submits a complete application for a loss mitigation option after the foreclosure process has commenced, but more than 37 days before a foreclosure sale, a servicer may not proceed for the entry of a foreclosure judgment, schedule or conduct a foreclosure sale until one of the above-mentioned three ( 3 ) conditions have been met. Once the servicer has a complete application, they must place the foreclosure on hold and advise foreclosure counsel of same.

Company response to consumer: Closed with explanation