Consumer complaint received 2021-09-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Ocwen Financial Corporation
State: CA

Complaint narrative:
The issue with this started back in XXXX when my husband passed away. The loan became 2 months behind as I was trying to take care of the expense of his passing and find a 2nd job. I called the mortgage company to try to get some help but they would not talk to me as the loan was in my husbands name and not mine. I was on title as we had a trust that shows I had interest in the home. I tired for years to get them to approve me as the owner of the home and asked for them to approve me to be able to be on the loan. I sent paper work over and over again only to be turned away and told they could not talk to me. The loan was sold several time and each and every time I would call and send in the papers they requested. In XXXX I was told not to worry as the loan was covered under a bankruptcy and that they were not trying to collect on the loan. I still tried all the time to get them to talk with me so I could work something out and say our family home. They would not give me a payment amount and they would not accept my payments. Again every time I would call they would not talk to me. In XX/XX/XXXX I received a Notice of Default. I contact the bank which was now PHH Mortgage and they told me again they could not talk to me. We also contact the trustee attorney and they would not talk with us. I got some help and then sent in all the papers to the bank Over and over again they said they would not talk to me even though I sent a authorizations 2 times. On XX/XX/XXXX I sent all documents again. On XX/XX/XXXX still no updates and they would not talk to anyone. On XX/XX/XXXX I received a letter that I was approved as the Successor in Interest on the account. We then sent out a qualified written request and notice of error to the bank on XX/XX/XXXX it was sent fax and XXXX. On XX/XX/XXXX they stated the would not be able to respond as no one was authorized on the account. We resent the authorization to the bank again on XX/XX/XXXX. We then received a letter on XX/XX/XXXX that was dated for XX/XX/XXXX that said they had set a sale date on the home for XX/XX/XXXX. We were in shock.. I thought we were still covered under the mortarium and that they could not start a notice of sale process till after XX/XX/XXXX. We then requested the bank to review me for a Modification. All the papers were sent on XX/XX/XXXX and on XX/XX/XXXX they informed me that the sale was placed on hold till XX/XX/XXXX. On XX/XX/XXXX we were infromed that they could not grant me a Modification due to the balance of the loan being to high and that I would not qualify for any options expect Short Sale or giving the home back. Each option would give me relocation funds. I then listed the home on XX/XX/XXXX. I did not receive any offers as the home does need a lot of work and most buyers did not want to pay market value for a home that need that much work. We kept trying but still did not receive any offers. We then submitted in for a appeal on the modification on XX/XX/XXXX and we were told it would take up to 30 days to response. Again we still did not get the qualified written request response back. We were waiting for a response but we did not receive anything. We did receive a offer on XX/XX/XXXX and sent the listing and sales contract with the request for a short sale. We sent the offer to the bank with all needed items on XX/XX/XXXX. We called the bank on XX/XX/XXXX and they informed us that they received the information and they would see what they could do. They came back and told us that they could not do anything as they did not have enough time to review the offer. We asked them why they did not respond to the qualified written request and they inform us that is was completed on XX/XX/XXXX and that could email the info out to us. We also asked about the appeal and they informed uws it was declined on XX/XX/XXXX and that they would send a letter as to why it was declined. We asked for the sale date to be placed on hold so we could close the short sale but they said they would not and the home was going to sale on XX/XX/XXXX. I do not understand why I was not given anytime to understand and read the qualified written request response, and why I was not given time to read the appeal decline. I also do not understand why I was not given enough time to complete the short sale as they requested me to try and do. I am requesting that PHH mortgage places a hold on the sale date so we can try to complete the short sale and try to understand why we have been turned down as the appeal request a response to.

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