Consumer complaint received 2021-02-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Ocwen Financial Corporation
State: GA

Complaint narrative:
To Whom This May Concern My name is XXXX XXXX the daughter of XXXX XXXX owner of XXXX XXXX XXXX. 
On XX/XX/XXXX my mother passed away after being ill for along time, at the time of her departure she did not have a will in place. I made several phone calls to the Ocwen mortgage company I finally reach a XXXX XXXX and I explained that my mother has passed away and I would like to take over the home if possible. XXXX informed me that I needed to have the deed transferred over to me. So, I contacted the city of XXXX and was told that first I needed to be deemed the administrator of her estate. So, I did that paperwork and once it was approved I then obtained a lawyer to transfer the deed and that was done. Once that process was completed I called Ocwen Mortgage again and reached out to XXXX XXXX he informed me that the mortgage was behind I stated that I would like to keep the property and pay the monthly mortgage payments if possible, XXXX said, it would be now problem to grant me a loan modification because he had done it before for my mother, however before he could do so I needed to file out a Family Transfer package. So, I did that was XX/XX/XXXX. 
Once the document was submitted I waited to hear from XXXX but I never heard fromhim. I called several times, customer service keep transferring me to XXXX, voice mail I left messages, never received a call back nor did I receive any letter correspondence of my denial for a loan modification. After several calls, customer service now tells me that my contact person was XXXX XXXX and they gave me his number and extension ( XXXX ) ext XXXX so I preceded to call him XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX and left messages again no return calls. 
Finally, around late XX/XX/XXXX I called again and I was told that PHH Mortgage is now the holder of this loan and they had no records of my application for a loan modification with Ocwen and they keep asking for XXXX XXXX. I keep telling them that she has passed away and I was the administrated of her affairs. I submitted all paperwork to Ocwen on XX/XX/XXXX. So they entered my named and told me I needed to submit a application for a loan modification with them. So I did on XX/XX/XXXX and filed yet another application for a loan modification for the second time but this time it was PHH mortgage. I was told that it will take up to 30 days. So, I waited. PHH Mortgage called me several time within that month asking me to pay all that back-mortgage money and I explained to them every time that I have submitted a loan modification application and I also asked if I could I still send in the monthly mortgage payments while I wait, I was told that a payment would not be accepted from me and the application is still being reviewed. So I waited for their decision. After 30 days past and I did not hear from them I called PHH mortgage, at that time I was informed that my application was denied. I asked why and why did I not receive a phone call or letter from them, I was told it was sent out, but I did not receive a letter. They stated the reason was because some 25 % rule which I did not understand, something about the payments would be too high for me. I asked at that time if I possibly negotiate the amount that was owed. Which at that time was approx.. {$18000.00} and I was told no. Anyway, they instructed me at that time to submit another application which I did XX/XX/XXXX. Again I waited and again I received several phone calls from PHH Mortgage stating that they are calling to collect a debt and when did I plan to pay the back mortgage payments, along with every call they asked to speak to XXXX XXXX and every time I instructed them that she has passed and I instructed them that Ive submitted a loan modification application again as instructed. The representative reviewed the account and said that the application was still in review this approx. end of XX/XX/XXXX. So early XXXX I called them to ask about the statues and was told that the application was denied again ( again no letter of denial nor a call of the denial ), I asked why again and then was told because of my credit, I stated that why is my credit reviewed for a loan modification, the representative said may I put you on hold, I said yes, he came back to the phone and said then the reason was for the same reason previously the 25 % rule. At that time, I expressed my dissatisfaction with this company and how they refuse to work with me. I also said that I believe that you just want this house instead of helping keep it. The customer representative said Im sorry you feel this way, but you can resubmit your application again. I explain that why would I do that if you are going to keep denying me, the representative said that it could be reviewed again for approval, so I said ok. After I got off the phone I hired a real estate lawyer, I explained the situation, he instructed me to call them back and ask about the COVID 19 relief program, so I did, PHH said It did not apply to me because the mortgage was behind before COVID 19, ok. I called the lawyer back and he told me that he would reapply for the loan modification on my behalf, so he did that was in XX/XX/XXXX. Now again I waited and waited and waited, in the meantime Im receiving these debt collection calls from XXXX and each time Im telling them the same story, my mom is no longer living and I applied for a loan modification, they put me on hold and come back stating my application is still in review, all this within the month of XX/XX/XXXX. Im receiving 2 to 3 calls a week from them. 
So now its XX/XX/XXXX I called this time to inquire and again I was denied this time I was told my paperwork was older than 30 days when submitted, so I said how is that possible and why wasnt I told that when I spoke to them before in XX/XX/XXXX. Well come to find out the lawyer just resubmitted the same application that I submitted in XXXX. Wow! So I called the lawyer back and he called the mortgage company his self. They apparently told him something different they stated the same denial reason they had been telling me previously. 
Now the lawyer gives me the option to sell the house to a family member, and gives me a mortgage VP to help me named XXXX XXXX, so I called him and explained the whole story, so he suggested that my daughter buy the house and then add my name at closing. Before we could do that, I needed to receive a payoff amount, so I called the PHH mortgage company and asked for a payoff quote. Representative said they would request the quote and will take up to 30 days, I was asked how did I want to receive the quote email or mail I stated mail. In the meantime Im still receiving several calls from PHH. In XX/XX/XXXX I received a letter about an appraisal, I also received a call from an appraisal company that apparently PHH hired requesting to schedule an appointment, I explained that I did not live in XXXX, but I could have someone meet them at the house. So, we scheduled it. In XX/XX/XXXX I received a letter of the payout quote and I forward it to XXXX XXXX along with a note that I have not received a copy of the appraisal. 
Now just to give some idea of the condition of the house : there is a hole in the back-bedroom ceiling, the roof needs repair, kitchen needs repair among other things, several repairs are needed, so this is outrages payoff quote the house maybe worth this amount if in excellent condition but absolutely not in the condition it is in now. 
Anyway after waiting for a while I called PHH again and asked for the appraisal they sent me an appraisal from XXXX which I knew nothing about, I requested the appraisal that I approved in XX/XX/XXXX and they said it was done in XX/XX/XXXX and they could not find it, so they entered a request for that appraisal .This conversation took place on XX/XX/XXXX and spoke with operator XXXX ID PMI and another operator later that day when I called back to request that these denial letters that they claimed they sent as well as the appraisal. As of today, XX/XX/XXXX Ive received no appraisal from XX/XX/XXXX. Also, the unapproved appraisal that was performed on XX/XX/XXXX was only done on the exterior of the home. 
Now I received a letter from a XXXX XXXX XXXX XXXX XXXX XXXX dated XX/XX/XXXX and I received it on XXXX XXXX telling me I have 30 days from the date of this letter. 
PS the XX/XX/XXXX appraisal also say that the property is occupied and it is not. 

Thank you XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation