Consumer complaint received 2025-08-22 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Ocwen Financial Corporation
State: FL

Complaint narrative:
Around XXXX, I called my mortgage company and explained my financial difficulties and asked if a deed in lieu was an option, and they said yes, but I would have to go through the mortgage assistance review before proceeding with that option. On XX/XX/XXXX, I was alerted to a document within my mortgage account portal. The document was a review for mortgage assistance. On XX/XX/XXXX, the review was marked complete with no options to continue forward. then, on XX/XX/XXXX, another document was uploaded in regard to my request from XX/XX/XXXX. The document stated, " Thank you for the request for mortgage assistance. We completed our review of the application and the information provided. We have evaluated the account for available mortgage assistance options, and the account does not qualify for the Mortgage Assistance. However, the account is conditionally eligible for other alternative ( XXXX ) to foreclosure as outlined in the enclosed Other Available Options. '' I then called on XX/XX/XXXX to confirm the decision of the review and make a note that I want to proceed with a deed in lieu. I was then instructed to send my request for deed in lieu of foreclosure through email on XX/XX/XXXX, stating the reason I want to continue with this option. Another mortgage assistance review was started on XX/XX/XXXX based on the information I provided in that email. On the XXXX, the review was marked incomplete. I called to find out why and wasn't given a straight answer other than " missing documents. '' I repeatedly asked what document specifically, and the rep couldn't tell me. I spent XXXX minutes on the phone talking to supervisors running in circles. after pleading, I became fed up and asked for a note to put in my file, " Customer wants to be reviewed for deed in lieu, not mortgage assistance. On XX/XX/XXXX, another document was uploaded to my account portal that stated, " Accountholder  withdrew the application prior to a mortgage assistance review being completed ''. I then called to ask what the next step would be and was told an affidavit was needed and they would provide it. I printed, filled out, and included all relevant information on the hardship affidavit on the XXXX and emailed it back. Phh mortgage then replied, we'll review the information within XXXX hours, only to be put in my third mortgage assistance review as of XX/XX/XXXX. Another document was uploaded to my portal on the XXXX, stating my review was complete. Following that, on XX/XX/XXXX, another document was uploaded stating the account holder withdrew the application. at no time did I request this withdrawal. I then called on XX/XX/XXXX to find why I keep going through mortgage assistance review even though I've been denied and was told my case was being escalated to PHH Mortgage 's deed in lieu team. I was then told I'd be set up with a virtual appointment to discuss deed-in-lieu proceedings with XXXX on the XXXX XXXX XXXX called me around XXXX XXXX  on the XXXX of XXXX to ask three questions, one being if I wanted to proceed with a deed in lieu, meaning id have to give up my property to the mortgage company, and I said yes. I was then instructed by her to put specific verbiage into an email stating, " I want to give my property to PHH Mortgage and can no longer afford the mortgage. '' I completed that on the XXXX of XXXX. Phh mortgage then replied stating they received my email. Now as of XX/XX/XXXX, another Mortgage assistance review has been started. I reached out to Phh mortgage company on the XXXX of XXXX to ask why I'm being reviewed for mortgage assistance, although I've been denied recently, and instead of an answer, I was told to wait 30 days for a decision. Despite my best efforts, maintaining the mortgage has required me to severely neglect personal needs. the stress and confusion of this whole ordeal has severely impacted my mental health to the point that I have required inpatient treatment to cope.

Company response to consumer: Closed with non-monetary relief