Consumer complaint received 2026-01-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Ocwen Financial Corporation
State: TX

Complaint narrative:
Subject : CFPB Complaint Mortgage Assistance Denial________________________________________ I am submitting this complaint regarding my mortgage servicers denial of mortgage assistance and my concern that my financial hardship and good-faith efforts were not fully or fairly considered. 
My mortgage loan is a conventional loan owned by XXXX XXXX XXXX XXXX XXXX, as Trustee. The estimated value of my home is approximately {$220000.00}, with a current mortgage balance of approximately {$100000.00} at a XXXX XXXX interest rate. I am XXXX XXXX XXXX, have approximately {$100000.00} in equity, and my primary goal is to remain in my home. 
I experienced significant financial hardship beginning in XXXX and continuing through the present. In XX/XX/XXXX, I became seriously ill and was hospitalized. At that time, my mortgage was already behind, and I was placed into a trial payment plan requiring payments of approximately {$970.00} per month for 90 days. This amount was substantially higher than my prior payment of approximately {$500.00} per month and was largely driven by a sharp increase in escrow costs, particularly homeowners insurance exceeding {$6000.00} annually. 
In XX/XX/XXXX, a hurricane struck Texas, resulting in extended power outages and significant damage to my home, including XXXX trees falling onto the property. During this period, mail service was disrupted, and I did not receive Social Security renewal notices in time to pay XXXX premiums. As a result, our household income was reduced by approximately {$350.00} per month from an already limited fixed income of approximately {$2000.00} per month. Although this income issue was later corrected in XX/XX/XXXX, the interruption caused substantial hardship. 
Throughout XXXX and into XXXX, my medical challenges continued. I suffered a fall that resulted in a broken foot that has been slow to heal. During this same period, my husband was diagnosed with XXXX  XXXX  XXXX ( XXXX  ) and was later confirmed to also have XXXX XXXX. These circumstances have caused extraordinary emotional, physical, and financial strain. 
I applied for mortgage assistance multiple times. Approximately XXXX months ago, I was informed that assistance was denied because the account had already received the maximum number of prior modifications. More recently, I submitted another application for a deferred or alternative payment plan and was advised it could take up to 30 days for a decision. I later discovered, through my online mortgage account after receiving an email notification, that my application had been denied. I did not receive a paper denial letter by mail. 
The denial stated that I did not meet the delinquency requirement for XXXX program and that I had reached the maximum number of modifications for another. I am concerned that the servicer did not fully consider the totality of my hardship, my age, fixed income, health crises, natural disaster impacts, or my substantial home equity when evaluating available options. 
I would also like to note that I made a payment toward my past-due mortgage balance as a good-faith effort. Despite this payment, the account remains approximately XXXX payments past due due to a newly due installment. This payment was made while I continue to pursue a permanent resolution. 
I am requesting the CFPBs assistance in reviewing whether my mortgage servicer properly evaluated my application for assistance, complied with applicable mortgage servicing regulations, and clearly communicated my rights and options. I am also seeking confirmation that all appropriate loss mitigation alternatives were considered in good faith. 

Thank you for your time and assistance in this matter.

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