Consumer complaint received 2019-04-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Ocwen Financial Corporation
State: CA

Complaint narrative:
I applied for a loan modification with Ocwen Loan Servicing, LLC on XX/XX/XXXX after my family suffered from the California Wildfires in XX/XX/XXXX. I called Ocwen on or around XX/XX/XXXX to see if there was any assistance they would be able to offer me and my wife. I was transferred to their Natural Disaster Department and was told that they would allow me to stop my payments for the months of XXXX, XXXX, XXXX, XXXX and XXXX, XXXX and resume my monthly obligation in the sum of {$3800.00} which I did make the payment and was posted to my account on XX/XX/XXXX. 

As I was speaking with the agent at Ocwen I expressed my concern about the repayment process and confirmed come XXXX all I would have to do is make my monthly mortgage payment and not have to come up with the entire amount of 3 months of mortgage payments. The agent said clearly said " yes sir, you will be able to resume your payments come the month of XXXX, XXXX '' I even had to put him on hold so he could repeat it to my wife which he did. I asked the agent if he would mail me a letter stating exactly what the terms would be, he replied yes upon approval from management. He told me to phone in 3 days to get a status which I did and as of the date this complaint was filed I have yet to receive any notification that Ocwen would allow me to stop paying my mortgage for 3 months then resume in XXXX, XXXX. 

I received a notice from Ocwen dated XX/XX/XXXX titled " NOTICE OF DEFAULT '' which absolutely surprised me and my wife. I phoned Ocwen and spoke with an agent who said that I was behind more than 90 days in my mortgage and the total due on the letter was {$15000.00}. I advised the agent that there has been a huge mistake as I was given 3 months not to pay my mortgage as I recover from the Wildfires. The agent said it does not work that way, once the 3 months are up I would have to pay in full the total amount up front. I was in shock and requested Ocwen provide transcripts of the telephone conversation I had with the Natural Disaster Department on or around XX/XX/XXXX. The letter I mailed to the for the request was sent certified mail, received by Ocwen and never responded to. The agent suggested I apply for a loan modification if I was unable to pay the total amount of {$15000.00}. I advised the agent I already was on a loan modification and his response was you can apply as many times as you like there is never a limit. On XX/XX/XXXX I completed and submitted the required forms which was received and at no time did they request any additional documents. 

On this date, XX/XX/XXXX I phoned Ocwen to get a status of the modification and was advised it was DENIED and I should receive a letter within the next 5 business days. I again was in shock, had to regain my composure and asked the agent why it was denied. The agent responded that I have already been approved for 2 previous loan modifications and the 3rd one would not be accepted. I again asked what my options where and was advised to pay the sum of {$19000.00} on or before XX/XX/XXXX or do a short sale with no additional options. I told the agent I don't have that amount of money nor do I have the ability to borrow it. I was simply told sorry. 

My intentions have always been to stay in the property with my wife and XXXX children all under the age of XXXX. I have tried tirelessly to work with Ocwen but can never get anywhere with them. They are a very difficult company to work with based out of XXXX XXXX XXXX Florida with a call center in the XXXX with never a chance to have your call transferred to the States. 

Ocwen has engaged in deceptive practice violating several business and professional ethic laws and must be held accountable for their lies. My family will be unable to pay the amount of {$19000.00} to get the loan current. Ocwen makes it a point to pace the following wording all over their various websites that " Helping Homeowners is What we Do '' which could not be further than the truth. During these awful times you would think your mortgage company would be there to help you. Ocwen clearly stated " You will not have to pay your mortgage for 3 months and can resume your monthly payments on the 4th month '' This was an absolute lie.

Company response to consumer: Closed with explanation