Consumer complaint received 2025-09-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Ocwen Financial Corporation
State: CA

Complaint narrative:
XX/XX/XXXX Account Number : XXXX Property Address : XXXX XXXX XXXX XXXX, CA XXXX Dear Review Team : Thank you for your recent response, dated XX/XX/XXXX. I appreciate your renewed efforts to find a viable solution. Keeping my home while getting the account to current and cooperating with you and your team remains my ultimate goal. 

To that end, as you had requested, I submitted another complete package on XX/XX/XXXX, with the requisite variance in income you had requested. However, from my understanding this package was swiftly denied on XX/XX/XXXX. It took just 1 day, despite it usually taking 5-10 business days to confirm that the package is complete and up to 30 business days to make a decision on it. This has happened with the last few modification requests as well.

I do not understand how as of two days ago, you can say that my account is being reviewed diligently and thoroughly for assistanceand that if it can not be granted, an explanation would be providedwhen in fact it is being rejected almost immediately with no explanation. This bad faith is running out the clock and essentially forcing me into foreclosure. 

As you note in your letter, my account is still supposedly being reviewed and considered for various options. In addition to the XXXX packages I have been sending, my relationship managers, XXXX ( ID XXXX ) and XXXX ( ID XXXX ), have escalated my case and requested that the underwriters consider a balloon payment, an immediate partial payment, or another mechanism to qualify me for modification. I welcome all of these options and would appreciate flexibility so we can resolve this situation and move forward. 

XXXX and/or XXXX have been backchanneling with the underwriters since at least XX/XX/XXXX. I have appreciated their diligent efforts and creativity to help me and my family, but they are unable to affect change without cooperation and approval from higher up, which sometimes takes weeks to trickle back down to us, and sometimes has entailed unreliable or incorrect information, too. Given that there is a sale date now on the account, I kindly request clearer communication on whats going on and hopefully, a timely action plan. Or else it once again gives me the impression that the review by the underwriters is not genuine and is stalling me into foreclosure. 

Given that, as you indicate, my account is being actively reviewed, I request an immediate hold to the foreclosure process. There was still an active modification request under consideration when a sale date was put on my home. I am a resident of California and understand this to be dual-tracking in violation of Civil Code 2924.11. I have called and spoken with two individuals to share this situation, and both have written to their management to notify them of the sale date despite my account still being reviewed. Yet the foreclosure is still active. I kindly request immediate steps to rectify this in conformity with my rights under the law and would appreciate any due attention to that end. 

This unfortunately seems like another instance of miscommunication between departments that detrimentally affects me and my familys ability to keep our home and meaningfully cooperate with you to bring my account to current. 

For example, you noted in your letter a conversation I had with a team member in XX/XX/XXXX regarding a payment plan. Yes, it was offered to me, and I tried to call back the next week to accept and get started, but no one answered. I was told later over the phone with a relationship manager that the phone lines were down. Foreclosure was initiated during this window and robbed me of the opportunity to initiate a repayment plan. Yet even after it was initiated, I received letters saying I was still eligible for a plan. Then when I would call to accept, your team would tell me that is not the case even though I had it in writing and your letters were dated after the foreclosure was initiated. This was incredibly frustrating and the reason why we are in this situation today. I am organizing the specific timeframes and will shortly make a request for transcripts of these conversations. 

Ultimately, these miscommunications have escalated now to a sale date. I would like to respectfully let you know that I am seeking legal counsel to review how this situation has played out to date and advise me on my rights moving forward, including making any necessary internal or external reports. 

In the meantime, I kindly request a diligent review of my account. I can not make a full reinstatement at this time, but can make a partial payment and then resume from there, or any other option that involves keeping my home. Any flexibility and cooperation would be much appreciated, and would meaningfully account for and resolve these past and present frustrations. 

I remain available to share any additional information, provide documents, etc. Please let me know. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation