Consumer complaint received 2018-03-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Ocwen Financial Corporation
State: CA

Complaint narrative:
Over the course of XXXX, several financial setbacks occurred causing me to fall behind on my payments so I made steps to work with the Ocwen to begin working on a loan modification so that I could continue making timely payments. Over the course of this process the relationship managers that I worked with repeatedly lost documents and even went as far as saying that they did not receive documents that were faxed, emailed, and mailed to them which ultimately led to me falling further behind on my payments. 

In late XXXX, I received a notice of default and subsequent sale date so I began to work with the loan servicer as well as Keep Your Home California and XXXX to work out a repayment plan for the back fees. They assured me that while I was working with them to figure out a plan that the sale date had been put on hold. In XXXX, XXXX informed me that they had made an agreement that I would begin with an initial payment of {$12000.00} and then go on from there. I felt comfortable with that amount because it was much less than the {$16000.00} that was accumulating after fees and penalties were tacked on. 

I called the servicer in early XXXX because I had not received any documents to sign and after speaking to my relationship manager in late XXXX, I was informed that I should remit a payment of {$12000.00}, which was sent to them on XX/XX/XXXX via certified check even though as of that date I still had received no official document that we had entered into the repayment plan. It was on XX/XX/XXXX, that I received a new document from the county saying that my home would be sold on XX/XX/XXXX, so I immediately called the loan servicer because there had been no communication from them on the status of the repayment plan or any document stating that they had received a payment from me. 

I spoke to the servicer who then told me that the repayment plan was sent to the underwriter and that I had been denied a repayment plan due to my debt to income ratio being 2 % higher than that of which they allow. I then asked when that decision had been made and they told me that the decision was made XX/XX/XXXX. I then asked the representative why I had not received anything in writing that this decision had been made and I was told it was because they do not send out letters of denial and that it was on me to check in with them on the status of the repayment plan application. I know that this is false information because I have received letters in the past in regards to the denial of a loan modification. I proceeded to ask the representative what happened to the check that was sent to them and they told me that they had returned it to me as of XX/XX/XXXX because there was no agreement made and that I would need to make a payment of {$17000.00} to end the sale of my home. This payment has to be made by XX/XX/XXXX. 

I am submitting this complaint because Ocwen has a history of these types of practices resulting in foreclosures and lawsuits, one of which was filed by the CFPB for these same reasons and nothing has changed.

Company response to consumer: Closed with explanation