Consumer complaint received 2026-01-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Ocwen Financial Corporation
State: PA

Complaint narrative:
My grandmother has her mortgage via PHH mortgage and since she passed away in XX/XX/XXXX they have been a nightmare. They refused to talk to me due to Im not on her mortgage. I was also told they could not accept payments from me they would end up returning any and all payments paid by me in form of a certified check in my grandmothers name. I told them at that time that was funny cause I was the one making payments for XXXX years. But the gentleman I spoke to did tell me I could apply for successor of the account! So I was sent the successor paperwork which I filled out and it was not accepted due to I didnt have a copy of the deed changed into my name. Im on XXXX I have limited financial resources. So then I asked about insurance she had on her mortgage PMI insurance that was explained to her & I by her original mortgage company XXXX XXXXXXXX that if she passed away before the mortgage was paid off since she would be XXXX XXXX XXXX at payoff that it would pay the remainder of the loan off. We definitely wanted that on the loan due to me inheriting the property at the time of her demise. When a company named Ocwen took her mortgage over we checked with them also if she still had said mortgage insurance and it was stated she did. So we assumed she still did when XXXX XXXX took over, sadly it was never asked because by then she was starting with signs of XXXX. So when i asked about it of course I kept getting told the same thing Im not on the mortgage nor the deed they cant talk to me. In XXXX of XXXX I was asked to send the death certificate to them so I emailed that to the address they provided me per their request, since I was once again calling to try to take the account over to pay the mortgage. They also during that same call asked for a copy of her Last Will & Testament which I thought was odd so I asked why they needed that and I was told as proof that I am to inherit the home as I had told them that was the case. I was also at that time told once they received proof of that in the will they would be able to speak to me regarding the account. So of course I obligated and sent that to them immediately, so I could get the ball rolling and take care of the mortgage payments. Now unfortunately at this point I have myself financially exhausted from taking care of my grandmother & her needs that were not covered by her insurance. I also now have her funeral expenses that I need to pay for since she has no life insurance nor any savings. I am also fighting a loosing uphill battle with this situation with PHH. So my mental health started taking a hit. I suffer from XXXX XXXX XXXX  & XXXX all documented and i actually receive XXXX for my mental health issues since they are so severe. Now in the mean time I was getting letters from PHH actually my grandmother was, in which they knew she was deceased they had the copy of the death certificate I sent in XXXX & the will! So i decided to call a few times and of course same song & dance cant talk to you, in which I ask why cant you talk to me I was requested to send a copy of my grandmothers will to you and it was stated clearly that the reason that was needed was to be able to talk to me! Im then informed by the agent I now need to get my name on the deed at our local courthouse. So I then call the courthouse to find out I cant do that myself I need to get a lawyer to file the paperwork. So now here is a huge problem I do not have the funds to do this so now I just hit yet another huge legal roadblock. So I stop calling again feeling completely defeated and more depressed I just completely shut down mentally. Fast forward to XXXX I get a notice of foreclosure I start to panic now with XXXX XXXX XXXX to XXXX XXXX i seriously thought I was going to have another XXXX. I had XXXX in XXXX while taking care of my XXXX grandmother. So I yet again call and ask them if I can do a loan modification and I was told no because the account is not in my name. So I then asked yet again about the insurance she took on the mortgage in the beginning and the representative said they would connect me to the insurance department ok great Im finally getting somewhere! So I get connected and then told by the insurance department the same thing I cant discuss the account with you, but she does have mortgage insurance. So I try to continue to get any little bits of information from this agent that I can in which was nothing more then she has insurance and I need to get my name on the deed and they can discuss the insurance with me. Now Im receiving paperwork via mail Im being served paperwork from the sheriff and Im not understanding any of it at all. Again that overwhelming feeling of defeat is swooping in and taking over quickly. I notice on the paperwork that the plaintiff is XXXX XXXX, XXXX XXXX XXXX XXXX for XXXX XXXX Mortgage XXXX XXXX, Mortgage Loan Asset-Backed Certificates, with a series number. Well now Im confused cause Ive been dealing with XXXX XXXX why is all this on these papers as the Plaintiff? So i naturally call PHH once again and attempt to ask them what is going on?! Now Im just mad because Ive been trying to no avail with them since XXXX! Yet again Im sorry I cant discuss this account with you unless you have an updated copy of the deed. Then the agent does tell me I can apply for a loan modification in my name to stop the foreclosure process so I did that immediately. I never got an answer back, it wasnt till XX/XX/XXXX when I informed it was in the documents section on the app. In which I was denied due to XXXX. So I ended up ending that conversation and I call the lawyers for the plaintiff next. I speak to a woman and explain my issues Ive been having from the beginning and she is actually very supportive & sympathetic and tells me to send a email explaining in detail exactly what all I just told her and XXXX of the lawyers would get back to me. So of course I immediately emailed the lawyers for PHH this is now XXXX. I receive no answer from them, so I then emailed all my questions to PHH themselves and of course no answer. BUT i realized that they put my name with my grandmothers name in the defendant part on the foreclosure paperwork! Which they got from the will! Funny they refuse to talk to me cause Im not on the will for almost a year now, but they can now name me as a defendant, how is that even possible? They also have me listed as the Executrix on the paperwork and again that is NOT true because I never filed the will, never opened a estate never even probated yet due to lack of funds to do so. So now Im listed on paperwork to her property the same property that no one will give me information on due to Im not on the loan. Now I call their lawyer yet again even though my first attempt to figure things out via email was completely ignored. I had received a letter stating I had 10 days to respond so I called immediately. This time Im given a email address to a specific person and told to email everything to her so I once again do that now. So that had me thinking if I would get the modification and I assume the mortgage then the insurance would no longer be valid and it would be null & void and the home would no longer be paid off under it because I would be assuming the debit. But I still turned it in because I knew I needed to try everything to save the house. Butnow once againIm at a stand still, should this mortgage actually be paid off now in which they wont let me know.So I point blank bring that up in my email and I asked the attorney. Then I called PHH back and asked them and I was directed to a email address to ask all my questions to. Well that then caused me to get sent a paper to myself & one to my grandmother from PHH with payoff information instead of a decision of my second attempt at getting a loan modification approved. I then am told once again its not approved due to NVP. But Im also told they cant discuss any mortgage details with my current name but they can with my old married name from XXXX years ago. In which again they got off that will they asked for back in XXXX. So all these months of getting no answer for anything now they can talk to me under false pretense of my former name. So I then told them I want to appeal that decision immediately aince suddenly at the last moment they can talk to me and I was told no problem and told to email that to them and do another modification packet in which I did. Now I only have XXXX weeks till the sale and I still have gotten absolutely no where from anyone! It seems as if they do not want to allow me to save this home, because they certainly have not made this journey easy at all!

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