Consumer complaint received 2023-07-11 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Ocwen Financial Corporation
State: FL

Complaint narrative:
To whom it may concern:
First, I would like to say I am working XXXX. This letter is long & I be sending all documents received from PHH Mortgage Company . This do not include numerous times Ive called. I know all calls are recorded & would like to have a transcript. 
After COVID 19, Around XXXX XXXX XXXX, I began Calling. My mortgage Company is PHH Mortgage. The mortgage company would ask questions about COVID and the next thing. OK. You're on a three-month COVID 19 Plan. The first few times I did accept the Plan without really knowing what it was or consisted of. They made it seem like it was something freely approved by the government & you didn't have to pay it back. About a year and a half later, I was like, this is too good to be true.  At times, I would call them hollering & demanding to pay my mortgage. They would say the same thing every time. Ma'am, you are OK & you don't owe anything currently. Mind You these people don't speak good English & you can hardly understand them. During the midst of this, Im under doctors care for XXXXXXXX XXXX XXXX XXXX XXXX.  Im already stressed & overwhelmed from losing family & friends due to XXXX XXXX. My job building closed down & gave us 2 options to move to XXXX XXXX XXXX XXXX I couldn't do either due to family & children. I didnt want to lose my home. With everything else that's going on. I needed two checks into a XXXX XXXX XXXX but they were all still closed due to XXXX  Still. Everything's still virtual. I think around XXXX XXXX XXXX PHH called & or I may have received a letter stating I had a balance of about XXXX  Or so. I was shocked & had a major XXXX XXXX. I called PHH Mortgage around XXXX XXXX & asked were there any other COVID Options, PHH responded no & stated that I can apply for a loan modification. I would have taken anything at that time to save my home not knowing what it really meant. So, I signed the agreement and sent it in. I had 3 Trial payments XXXX XXXX XXXX XXXX I made those payments on time. I called XXXX XXXX XXXX. No one knew anything and no one could tell me anything. Around late XXXX XXXX XXXX XXXX XXXX, I called & a Representative after 3 whole months finally figured it out. They stated they never received my paperwork. Strangely, my modification was denied. But they received my 3 payments though. They sent me out another modification package. I filled it out & made sure I returned it. I made another 3 trial payments in XXXX XXXX XXXX XXXX XXXX on time. I called them in XXXX XXXX XXXX XXXX  on numerous occasions, over 50 times sometimes I would call twice daily. Each time I called I got a different representative with a different response. Multiple representatives told me not to make any payments until I received an agreement in the mail to be finalized. I couldnt rely on reps once again because they all gave different responses. I rarely check my mail, but something told me to in XXXX. I'm glad that I did because there was a letter in the mail from PHH Mortgage Company stating my modification was denied once again due to missing payments. I asked them what payments did I miss? They stated that I was supposed to continue making the payments for the months of XXXX XXXX XXXX XXXX until the modification was completed. I appealed the decision because I knew what was told to me. I Ask them to go back & listen to the calls and hear what information was given to me by PHH representatives. Of course. I won the appeal because PHH representatives always give out incorrect information. In the letter From PHH Mortgage Company, they admitted to the mistake, apologized, reverse the decision but for the modification to complete I needed to pay XXXXXXXX  within 15 days or less. They were quick to reverse that decision but dont want to reverse this one. Im really stressed out now behind PHH errors, mistakes, & wrongful information given by their representatives. I couldn't eat nor sleep up worrying about where am I going to get XXXX from Less than two weeks? I sent the payment in. This whole time I couldnt talk two no one about my account but my account representative, XXXX. I left messages twice a day, daily. It would just go to his voicemail. I would have to call from A different telephone number to get a representative to escalate my call to a supervisor because XXXX  never returned any of my calls. When I was finally able. To talk to XXXX. He had no knowledge of the letter or the money I had sent in. He researched it while I was on the phone, found it and stated that he would get back with me.  This is late XXXX  up until early XXXX. When he calls me back. And goes over the modification with me. He said the year XXXX And I'm like, what? So, I'm starting my mortgage all over again?  XXXX  XXXX XXXX. Its not a guarantee Im going to live another XXXX XXXX. So, I told him to stop it immediately.  Once again, he acted like he was XXXX  and didn't know how to handle the call. He was like, I will have to get back with you. I asked him. What was my past due balance of my previous mortgage & to send me a breakdown. I just wanted to pay for that. And stay on my old mortgage loan where he said I had XXXX XXXX  left. He tried to convince me to take it, stating my mortgage was. going to be XXXXXXXX  less. I told him no because I didn't want to pay XXXX less for XXXX XXXX years. He gave me an answer of about XXXX which I knew was incorrect because I had been getting notices saying $XXXX. But I had made 2 3-month modifications which is 6 payments plus the XXXX so my past due should go down. I never heard from him again & I still couldnt talk to anyone about my account because the modification wasnt complete. I'm still calling daily, When I call on. XXXX XXXX. The IVR system tells me you have a payment due of XXXX and some change. So now I'm able to talk to a representative. because XXXX  completed my modification without my approval. Now other reps can see my account. I spoke with several representatives, and they told me my modification was complete on FXXXX XXXX. But wait, it gets worse. After I call in again Several Representatives told me I was put on a blind modification & my first payment wasn't until XXXX XXXX with a higher interest rate & a higher mortgage payment. I couldnt believe companies like this still exist.  Companies taking advantage of Customers. like others and me for profit gain. I asked what a blind mortgage is & do companies have the right to do this?  I've been calling, emailing, & trying to appeal the decision. They sent me a letter in the mail stating that it was too late, the modification had already was completed. Which is not the truth. I am livid. I'm tired. I'm stressed. This company had taken me through the ringer for the last XXXX  years with their incompetency and trying to get rich off poor people. Lying and forcing us to take things that we don't know about. This Company is all about the money and could care less about their customers. I hate to even be associated with a company such as this. I looked at the XXXX. & I see tons of Horrific Reviews. Where are the people that hold these companies to a standard? XXXX XXXX  FHA, HUD, etc. Who because I will not let this rest. I have a XXXX and have been under XXXX XXXX XXXX  treatment for years. I am not XXXX XXXX XXXX to make any decisions. My XXXX XXXX  sons make my decisions for me. They must read everything to me since my sight is not so good. Since reading the XXXX  complaints. I just realized I got an Escrow Analysis in the mail recently which is increasing my mortgage higher, and this has been every year. But I've never paid any attention to it. They also didnt pay my homeowners Insurance and it collapsed.  I had a very low rate since I was with this company for a long time. So, when they finally reinstated me, my insurance premium went up to the current rates much higher due to their mistake. This has been a nightmare. My health and XXXX XXXX  have declined. Not knowing if your home of XXXX years is going to be taken away from you. XXXX nights, not knowing day to day If my house would be foreclosed on. Where are my XXXXXXXX XXXX, my XXXX  father & I going to live? If this issue is not resolved, I will be seeking legal representation for negligence, falsification, punitive & XXXX  damages.
XXXX XXXX XXXX I received 2 letters from PHH Mortgage stating they had received my application. Is this a response from my medication that was signed & dated XXXX XXXX XXXX  The first letter states they received my application & it was under review. The second letter states they received my application & it was incomplete due to missing documents due by XXXX. Once again, I didnt send in new documents, so how is my loan complete.
2.     Around XXXX  I received a letter from PHH less than 10 days from the above dates stating my application was denied due to missing payments. I have to find this letter. I called in several times & asked why. Finally got a rep to tell me I was denied due to missing payments, I asked what payments were late because I completed my 3-month trial which was XXXX & payments were made on time. They said no I was supposed to keep making payments until modification was completed. I called in from XXXX XXXX XXXX  asking reps do I need to make a payment? Several reps told me something different & others stated they would escalate because they were more confused than I was. I submitted an appeal due to the representatives incompetence & lack of knowledge.
XXXX XXXX XXXX I received a letter from PHH stating that they regret the negative experience I encountered & they were disappointed. They reviewed 1 of the many calls I made from XXXX XXXX XXXX & heard their rep told me not to make any payments. They reviewed the request & reversed the denial decision & reinstating the modification, but I had to pay XXXX XXXX XXXX XXXX XXXX I had to wait to receive the letter that gave me about 10 days to pay it. The nerve they had to demand a payment of such large amounts in such little time due to their mistake. However, after begging & borrowing I made the payment the payment XXXX XXXX XXXX  That should have voided the contract. I would like to have that money returned. 
4.     XXXX XXXX, they received correspondence & will be providing me a response in 30 days. This is about something else, not about the money I sent in. My relationship manager was XXXX XXXX. That meant he oversaw my account & no one else could access it or share any information about it. In this process from XXXX XXXX XXXX XXXX XXXX he was very hard to get in contact with. The first time I talked to him, he had no reconciliation about the letter or the money. He said let him review & he would call me back. Call is recorded just like the rest. Im worried about my home being taken away, so Im calling every day sometimes twice going straight to his voicemail. The trauma this company has put me through.
XXXX XXXX XXXX XXXX, I received a mortgage statement stating total amount due XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I received a letter stating they received the payment & the trial plan was completed. At this time my account was under review for final modification & allowed sufficient time for the process to be completed. XXXX XXXX XXXX XXXX I received a letter stating my mortgage was eligible for Mortgage FHA COVID-19 RECOVERY MODIFICATION. Please sign & closed documents by XXXX XXXX XXXX My first payment would be due XXXX XXXX XXXX in the amount of XXXX. Say What & when??? My modification was signed in XXXX XXXX, my mortgage was XXXX. Now I know this company is fraudulent for real. I didnt sign it. XXXX XXXX XXXX XXXX, I received a letter from PHH finding a copy of my fully executed loan modification agreement. In this agreement, they have my signature from XXXX XXXX XXXX & PHH signature on XXXX XXXX XXXX. It states my monthly payment is XXXX begins on XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I received a monthly statement due XXXX XXXX XXXX XXXX XXXX I received another monthly statement dated XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I only owe you a little a XXXX  I know Im confused & they are too. I think they multiple accounts for me with different Account Representatives that dont know what they are doing. If its too much for them, its very overwhelming for me.
XXXX XXXX XXXX XXXX, notice of ownership change. This letter verifies that ownership was transferred on XXXX XXXX XXXX. I dont understand what this means.  First, Ive been with PHH already. Secondly, how did they transfer on XXXX XXXX XXXX and my modification was completed on XXXX XXXX XXXX. I see so many illegal & unethical practices of this company. Its so sad. We work hard just for you to try & take our money. XXXX XXXX XXXX XXXX I received a letter with important account information. The total amount due on the account is XXXX XXXX  XXXX XXXX XXXX, I received a letter stating thank you for the request for mortgage assistance. We reviewed the application and documents received. The application is currently complete as of XXXX XXXX XXXX It also states that they will review all possible mortgage assistance options. This is incorrect information because I didnt know anything about the XXXX XXXX until you completed the approval of my modification after I asked you to stop. I have found out so much about mortgage companies, loans, escow,etc. Secondly, I dont know what application or paperwork you are referring to because the last information you received from me was XXXX XXXX XXXX payments made XXXX XXXX XXXX XXXX XXXX XXXX XXXX I submitted late on XXXX XXXX XXXX. Oh, lets not forget the payments I made XXXX XXXX XXXX XXXX Another letter was sent on the same date with the right to receive a copy of valuation to determine companys value. Still stating I applied for mortgage assistance, and they will review the application to determine whether its complete. Ive been confused since XXXX  when PHH was just putting you on 3-month payment plans. Im even more confused now. I applied for my first modification around XXXX XXXX  I completed those trial payments. One letter Im approved, the next letter Im not. I dont know if Im coming or going. Im off work right now due to your companys incompetence to know & do their job. The XXXX anguish you have inserted into my life.
XXXX XXXX XXXX XXXX I received an off-scheduled escrow stating increase and explaining there is a shortage. I get one of every year, not knowing if this is illegal or not  I will also include last years escrow too,
XXXX XXXX XXXX, I received a letter as a response to my wanting to cancel my new modification agreement between XXXX XXXX XXXX. I talked to XXXX XXXX & told him I didnt want to go through with the modification before my modification was complete, I told him to stop the modification process because I didnt agree to the terms until the year XXXX.  He didnt know what to do. He stated he will call me back and never did. The response letter was that I responded to the letter with a payment by XXXX XXXX XXXX XXXX XXXX  had already told me payment was received on XXXX XXXX XXXX. They stated on this letter that PHH received a signed modification on XXXX XXXX XXXX I didnt sign anything on XXXX XXXX XXXX The letter stated I requested to cancel the medication on XXXX XXXX XXXX. If that was the case, why XXXX  just didnt say that. He didnt because it wasnt completed yet. The whole time my account was in the process, no one had access to it. I called daily. Finally, XXXX XXXX XXXX XXXX my account was released, and a Representative answered my call & told me my modification was completed on XXXX XXXX XXXX  Other reps I talked to state the same thing. All calls are recorded. The letter also stated a modification agreement had been recorded due with the county & a partial claim agreement had been submitted to the county for recording. Therefore, they are unable to reverse the modification. PHH is fraudulent because I requested the modification be stopped before they submitted it. XXXX XXXX  never answered or responded to my messages. If PHH hired capable reps, we wouldnt be having this issue,
XXXX XXXX XXXX XXXX early intervention-borrower assistance. The account is in default & payment due for XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I received correspondence stating congratulations Im eligible for mortgage eligible for FHA covid-19 recovery modification. Please sign and return the enclosed documents by XXXX XXXX XXXX. I never applied for it & never signed it. New monthly payment XXXX  due by XXXX XXXX XXXX. I have seen 4 or 5 different amounts owed & different due dates. The reason I have made no payments is because I requested the medication to be stopped.
XXXX XXXX XXXX XXXX, in order to finalize the loan modification. It must be recorded in the local. Recording office. The enclosed documents must be completed, signed and returned to us by XXXX XXXX XXXX, in order for PHH to submit the loan modification for recording. Once the documentation is received and determined that it successfully resolves the title issue. We will proceed with recording and finalizing the loan modification provided all other requirements under the trial plan and or modification have been met. In documentation above with the county there is a letter stating that the modification was recorded on XXXX XXXX XXXX. That was the reason for the denial of the reverse modification that I requested in late XXXX XXXX XXXX to be stopped because I didnt agree with the new terms. This experience is the most horrific experience Ive encountered and have. taken a toll on my health as well as my credit score. XXXX XXXX XXXX XXXX same date as above received correspondence stating that there is an issue with the title. We cannot complete the modification. The permanent modification approval. Is conditioned upon our receipt of a clear title. While conducting a title search on the property, we must identify the issues that prevent us from modifying the mortgage. In order to. Proceed with a permanent modification review. We need the account holders to respond no later than XXXX XXXX XXXX XXXX  Is there anyone that understands this and can explain it to me and make it make sense. I'm so exhausted. From this long overdue process due XXXX  & untrained Reps. PHH is the problem. I'm tired and weary of not knowing day to day if this unethical company is going to steal my house and my money, PHH Mortgage is fraudulent and seems to do as they please regardless of the consequences of whom they affect. If it benefits them for monetary gain. We are in a recession & still in a crisis due to Covid-19. PHH where are morals and Principles? It's apparent according to the XXXX XXXX XXXX  your company lacks empathy or sympathy for hundreds of customers like me.
XXXX.  Lastly, but not least, a letter from my doctor regarding my health.

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