Consumer complaint received 2018-11-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Ocwen Financial Corporation
State: CA

Complaint narrative:
Hello, I am sending this in hope of receiving assistance with issues we are having with our mortgage servicer, OCWEN. We have attempted to work with OCWEN to request a loan modification due to a financial hardship that we experienced due to an injury I sustained and my subsequent XXXX. 

In our attempts, OCWEN has been prejudiced in assisting us by fabricating information and completing erroneous calculations in an attempt to deny our modification request. OCWEN was made aware of my XXXX and stated my XXXX earnings are not a source of income. They allege our situation was a deterrent for satisfying their expectations ; although we have provided them with overwhelming information that we meet the qualifications to qualify for a modification based on our financial information. They have treated us differently and did not consider our application under the same practices as they would to an individual without a XXXX. 

We initiated communication to OCWEN to start the loan modification process and explained my XXXX. Once they were made aware that my XXXX earnings were not employment earnings they were prejudicial in the handling of our request. In fact, we had received no information from them for assistance until they did the following : 1 ) sent us notification that OCWEN had filed for foreclosure on our property, prior to any dialogue that this was their intent or to provide any assistance to work through an amicable resolution ; 2 ) sent us notification that OCWEN had received our full financial package to evaluate our account for a loan modification. However, their claim that they had a full financial package was a false statement ; because when we sent the package to OCWEN we had omitted financial numbers regarding income from the documents. This was done because we had a scheduled telephone appointment on XX/XX/2018 to provide the financial information in detail. However, it became apparent that the reason their response was made on false representation was so that they could expedite a denial of our request for a loan modification ; 3 )  OCWENs letter dated XX/XX/2018, denying our modification due to NPV, which was done without financial information and the denial was issued 3 days prior to our telephone appointment ; and 4 ) OCWENs letter dated XX/XX/2018, advising us that our account was going into default and was inquiring about providing assistance. This letter was sent more than a month after OCWEN petitioned for foreclosure and 5 days after already denying us a loan modification. 

OCWENs indifference to our situation has been made very apparent from representatives because of my XXXX. Our financials strongly support approval of a loan modification, including substantiation that 25 % of our income towards a mortgage payment makes our payment very affordable. We can make our mortgage payment and are looking for a resolution to get our account current. 

We have been in our home for 20 years. This is where we have raised our children. We are established in the community through church, friends and family. Our home is structured to accommodate my XXXX, which is a necessity to function with everyday life tasks. 

I am at a loss on where to turn to for assistance. We do not have the financial means to obtain an attorney and OCWEN is fabricating information to foreclose on our home. I have several documents supporting their unfair practices and how we have been treated since they learned of my XXXX. 

Based on information we reviewed on your website about assistance, we are hoping that you would be able to assist. Or, if you would be able to provide resources that could be supportive in our situation. 

My XXXX is due to a horrendous accident that left me incapacitated for several months ; severely to the point where I was hospitalized and unable to care for myself. This injury and subsequent recovery process has been devastating to our family. We want to keep our home and we can afford it. Going into foreclosure because I was XXXX and faced with a temporary financial hardship should be considered. 

OCWEN states that it is their priority to assist customers to remain in their homes. Some sort of modification is a reasonable accommodation to assist with a resolution for a homeowner who 1 ) although has suffered a XXXX and suffered a financial hardship, can afford to keep their home 2 )  would suffer more adversity in having to relocate in the midst of recovery due to a XXXX, and 3 ) would have to find the means to recreate adaptions to living arrangements to accommodate a XXXX. 

OCWEN has not demonstrated any good faith efforts to resolve this and, in fact, has provided conflicting and contradictory information related to our account which can only be construed as unethical. We were never provided an opportunity to resolve the situation prior to OCWENs petition to foreclose. A reassessment to help us stay in our home would also exemplify OCWENs mission to help homeowners. Taking our home, even when we have the ability and willingness to keep it, is a cruel and heartless act, especially when done for profit.

Company response to consumer: Closed with explanation