Consumer complaint received 2026-01-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Ocwen Financial Corporation
State: CO

Complaint narrative:
We are attempting to complete a short sale on a property that was owned by my late sister. I am a co-signer on this loan and have been making every effort to cooperate with the lender to resolve this matter responsibly. Despite repeated submissions of requested documentation, the lender continues to state that documents are missing, even after we have provided proof of prior submission. For weeks, we have received conflicting information : one representative states the file is complete, while another insists documents are missing. I have been emailing daily for updates, yet communication is inconsistent or ignored altogether. Recently, the lender removed my access to the account and updates, stating I am not the account holder, despite being a legally obligated co-signer. This makes it impossible for us to move the process forward and creates unnecessary delays while foreclosure is imminent. We currently have a qualified buyer interested in purchasing the property, but the lenders lack of communication and stalling tactics are jeopardizing the transaction. If the foreclosure proceeds, both we and the lender stand to lose significantly more compared to approving the short sale. We are acting in good faith to resolve this obligation, but the lenders mismanagement is preventing progress. We respectfully request CFPB assistance in holding the lender accountable and moving this process forward. Timeline of events : [ Approx. 10 months ago ] My sister, the primary borrower, passed away unexpectedly. Myself as a co-signer, became financially responsible for the mortgage. [ 8 months ago ] - We listed the property for sale. No offers for several months. [ ~3 months ago ] Submitted first short sale application to lender due to financial hardship. [ Ongoing, multiple times between XX/XX/XXXX XX/XX/XXXX ] Lender repeatedly requested the same documents ( financials, death certificate, hardship letter, etc. ). Each time, we promptly re-submitted. Lender acknowledged receipt in some cases, but later claimed documents were still missing. [ ~6 weeks ago ] Our realtor found a buyer. A second short sale application was submitted with the buyers offer included. [ Following weeks ] Conflicting information from lender representatives : one states file is complete, another states documents are missing. No progress despite repeated follow-up. [ Past 4+ weeks ] I have emailed daily requesting updates, but responses are minimal or nonexistent. When responses do come, they contradict prior information. [ Most recent development, e.g. last week ] Lender removed my access to the loan account and status updates, stating I am not the account holder, despite being a legally obligated co-signer. This prevents me from fulfilling obligations and pushing the short sale forward. XX/XX/XXXX Without this sale we are looming closer to foreclosure. We have a willing buyer in place, but the lenders delays and lack of communication are jeopardizing the sale and increasing the risk of foreclosure. 

Update : As of XX/XX/XXXX, this matter remains unresolved. Since filing the original CFPB complaint : Our short sale application was approved for review, and a qualified buyer was secured immediately, with all required documentation submitted by our realtor. Despite this, the servicer has continued to delay processing the short sale, failed to provide meaningful communication, and has now sent notice that the property is actively in foreclosure, without explaining why the short sale is not being allowed to proceed. This creates a serious concern of dual tracking, advancing foreclosure while a complete loss mitigation option ( short sale with buyer ) is actively pending. We are requesting clear, written clarification on the following : Why the short sale is being delayed despite having a buyer and a submitted short sale package. Whether the short sale application is considered complete, and if not, precisely what documents are allegedly missing ( we have submitted documents multiple times ). Why foreclosure activity is continuing while a short sale is under review, and whether a foreclosure sale date has been scheduled. Why communication has been inconsistent or absent, leaving us unable to resolve this in good faith. As a reminder we don't have access to the deceased 's accounts, so if they are attempting on communicating through her accounts then we are left in dark. Additionally, my realtor received an email on XX/XX/XXXX saying all documents regarding the short sale and has been received but I received an email on XX/XX/XXXX that no short sale documents have been recently received at all. We are acting responsibly to avoid foreclosure and mitigate losses for all parties. The servicers continued delays, lack of transparency, and conflicting actions are directly preventing resolution and increasing harm.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation