Consumer complaint received 2015-10-08 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Ocwen Financial Corporation
State: AZ

Complaint narrative:
XXXX XXXX XXXX DENIAL - APPEAL ) Ocwen Loan Servicing , LLC is stating that they are unable to offer me a Home Affordable Modification because : " You were previously offered a HAMP modification and failed to return the final modification agreement within the required timeframe. Please note, not all eligibility factors were evaluated '' I believe that I am eligible for XXXX XXXX XXXX XXXX since my mortgage loan is currently under a XXXX XXXX XXXX XXXX modification that I defaulted on due to medical and financial hardships ( see attached hardship letter XXXX. I never defaulted on XXXX XXXX XXXX XXXX TPP payments nor did I default on a XXXX XXXX XXXX XXXX loan modification, which means that I remain eligible for XXXX XXXX XXXX XXXX presently. The denial ( attached for your review ) clearly states that I failed to return the final modification agreement, which is not an ineligibility factor coupled with the fact that 12 months have passed since that occurred. 

Also, I have already put in multiple requests ( work orders ) for underwriting to submit a valid explanation as to why I am not eligible for XXXX XXXX XXXX XXXX on XXXX/XXXX/15 and XXXX/XXXX/15 that have not been answered to date. I have scheduled multiple calls with the Ocwen relationship manager, XXXX XXXX, and even she could not provide a valid explanation as to why I am not eligible for XXXX XXXX XXXX XXXX on XXXX/XXXX/15 during a scheduled call when she suggested that I escalate the issue to the Ombudsman department and confirmed that underwriting has failed to provide an answer to the work order submitted on XXXX/XXXX/15 and XXXX/XXXX/15 regarding the issue ; the work order was never completed. 

( XXXX LOAN MODIFICATION OFFER - ISSUES ) I was offered a Shared Appreciation Modification ( XXXX XXXX loan modification from Ocwen Loan Servicing , LLC per the attached correspondence dated XXXX XXXX, 2015, that was set to begin on XXXX XXXX, 2015. 

The initial issue with the XXXX loan modification offer, set to begin XXXX XXXX, 2015, was that it was not sent out to me until XXXX XXXX, 2015, and was sent regular mail so that I did n't receive the offer until the afternoon of Friday, XXXX XXXX, 2015, as evidenced by the attached USPS tracking confirmation. I contacted Ocwen on XXXX/XXXX/15 to obtain an advanced copy of the loan modification offer and spoke with an Ocwen representative by the name of XXXX XXXX XXXX Agent ID # XXXX ) who incorrectly informed me that it was mailed out on XXXX/XXXX/15 via 2-day priority mail, which was not accurate ; the XXXX loan modification offer was actually mailed out on XXXX/XXXX/15 via regular mail, which took 5 days to receive while up against a XXXX/XXXX/15 payment/acceptance deadline. 

The next issue with the XXXX loan modification is that there is no accompanying appraisal, which makes it nearly impossible to determine whether the " appreciation '' share portion of the XXXX loan modification is appropriate or feasible and further makes it impossible to understand the appropriate principal forgiveness amount. I have never heard of a XXXX loan modification offer that does n't include an appraisal as well as a reasonable time frame in which for a borrower to review and accept an offer for assistance ; in this case, Ocwen did not provide an appraisal and only allowed for 5 days for me to review and accept the dubious XXXX loan modification offer, which was extended to me after only a 5-day XXXX review period. An agent with Ocwen named XXXX XXXX Agent ID # XXXX ) was contacted on XXXX/XXXX/15 and he conveyed that the appraised value was {$160000.00} but on XXXX/XXXX/15, a different Ocwen agent named XXXX XXXX ( Agent ID # XXXX ) stated that XXXX was incorrect and that Ocwen can not provide appraisal values over the phone but that I would receive it in the mail. I never received an appraisal, which warrants further questions about the XXXX loan modification offer. 

Please help me to understand all of this and the XXXX XXXX denial!

Company response to consumer: Closed with explanation