Consumer complaint received 2024-05-15 00:00:00
Product: Mortgage — Reverse mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Ocwen Financial Corporation
State: AZ

Complaint narrative:
I am the Successor Trustee of my mother 's estate. My mother passed away in late XX/XX/XXXX. She has a reverse mortgage on the family home. I contacted the PHH Mortgage in XX/XX/XXXX and they asked for the XXXX XXXX and a copy of the trust. I sent that in early XXXX because they wanted it all at once and I the death certificate did not arrive until then. I sent in the documents and followed up with a call and PHH verbally stated they had them. I asked for an e-mail of formal letter confirming the receipt of documents. They never sent it. PHH confirmed verbally I was the contact for the loan and everything was in order. 

I paid the property taxes and home owners insurance as required. I received a notice that the loan was sold to a different investor XXXX in late XXXX and that PHH was still the servicer. I called in a few days ago to request the extension to sell the home as emptying the home and getting it ready for sale has been difficult and we are only now ready to put the home on the XXXX. The home is listed with my realtor and the XXXX XXXX XXXX XXXX. When I called PHH on XX/XX/XXXX to request more time PHH said that they had started foreclosure on XX/XX/XXXX. I was shocked but they said they needed a complete trust documents because the ones I had sent before was missing some pages. They never told me their was an issue. They gave me a different e-mail address to send the documents too and asked me to include the death certificate again. I e-mailed both PHH e-mails and their foreclosure attorney the death certificate, a formal letter and a new scan of the trust, death certificate and a copy of my original e-mail. On XX/XX/XXXX, XXXX sent a XXXX packet with hard copies on XX/XX/XXXX, XXXX the copies of the trust, death certificate, a copy of the listing agreement to PHH, XXXX and the PHH foreclosure attorneys. I received an e-mail with a case number form PHH on XX/XX/XXXX confirming receipt of my documents via e-mail. I called back to PHH and their attorney and was told they had received my e-mail. PHH also said it would take XXXX business days to review the documents. I followed up with PHH & their foreclosure yesterday ( XXXX business days ) after the documents were sent. I tried calling on day XXXX but because I am in Arizona and they are in XXXX and the times of operation were not correct on the PHH website were wrong I called too late on Monday. PHH said they did not have any documents, they couldn't confirm anything and had me talking to a call center. I asked for a supervisor and was disconnected. I called the attorney and they said they had my email and my documents, but claimed they received them on XX/XX/XXXX. Even though they told me they had the e-mail previously. They claim to have filed Notice of Default on XX/XX/XXXX. I sent the attorney 's office the e-mail and they verbally stated they had, but then yesterday claimed my e-mail took XXXX days to get my e-amil. They also said PHH was the only company to stop the foreclosure. 

PHH is also adding these foreclosure costs costs to my mother 's loan balance which I feel is dishonest, and unethical as I have have been in full communication with them throughout this process. The home is listed for sale. I need time to sell it and my understanding is with an XXXX mortgage and that I would automatically be given XXXX months to sell the home and I could request an extension of an additional 6 months if I needed it. I do not feel PHH or their attorney is working with in the XXXX  reverse mortgage guidelines and I honestly feel they are trying to steal my mother 's home. They have prematurely started foreclosure as a way to increase costs to the family and increase profits to themselves and their attorneys. Please help me resolve this!!! 

I can not get the full trust or the listing agreement to upload to your site because they are too large. PHH and the attorney has this document electronically and in hard copy. If you need it in another format, please advise.

Company response to consumer: Closed with explanation