Consumer complaint received 2024-11-25 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: ID

Complaint narrative:
I began the loan modification process online starting XX/XX/XXXX with PHH mortgage utilizing their online portal at XXXX After submitting all information through their portal, I was informed via email and their portal on XXXX that the request for assistance was shown as complete and to await further information from PHH. Nearly 4 weeks later, on the XXXX of XXXX, I received a message stating my assistance package was closed. No information was given as to the closure, and the online portal states nothing, but does show that the closed package was performed by a user named XXXX XXXX. Upon calling, no one could answer why the application was closed. One representative indicated that the application was still open, despite what the website says. So, to continue the process I submitted a new application on XX/XX/XXXX. I received an email stating the package was complete and to await a response on XXXX and on XXXX. Again I waited for a response and did not receive one. I called in again on the XXXX of XXXX and was told that my paystubs from my previous submission were now not valid after being 90 days old. No one called or emailed to tell me this, and the application on the XXXX  still showed as active. I resubmitted my paystubs with new dates. I received an email on XX/XX/XXXX stating the package was again complete and to await a decision. I called at the end of XXXX on the XXXX after still receiving no response, and was told to continue to wait. I called the next week on or around the XXXX and was told my paystubs were not legible on their end. I had emailed to PHH XXXX files directly from my payroll system, they are completely legible on my end before being sent. Therefore, they have some issue on their end when their document processers are downloading and sending these files on their end. After resubmitting paystubs once again after the XXXX, I called back again on XX/XX/XXXX after not hearing from PHH. I was told on that call that my application form for assistance is the " old '' application form which is missing a section of information they need. I was told the representative would email me the new form that day, and they did not. I called again on the XXXX and spoke to another representative who then attempted to email me the form to 2 different email addresses and neither of them received the form either in inbox or in junk mail. I then requested to download a copy of the form as they should need to provide self serve access to customers of the form. He directed me to XXXX  and to the Homeowners Assistance tab, and to submit a simplistic online form there, which I did. This says if the account qualifies for assistance review, they will review for options and will mail a notice to the address on file explaining the next steps. However, I believe what this does is mail via XXXX a hard copy of the documents I originally submitted back in XXXX, taking me right back to the beginning of this process. Therefore they are not providing an online version of the updated application assistance form to their customers. 

I believe that PHH mortgage is engaged in purposefully ensuring the process for mortgage assistance is overly complex, and ensuring that forms are not readily available, and that their process is not set up to actually complete mortgage assistance and that they are doing so on purpose, in order to not process assistance applications. Each time something occurs with my application, I am not informed, and only when I call in am I informed of some new issue that was not discovered before. I have never been able to speak to my " Relationship Manager '' listed on the account ( XXXX XXXX ) and instead am always given to someone else. Each representative I have spoken to seems to not know their processes and gives me some sort of different answer than the previous. I have requested to speak to supervisors and have been placed on hold of up to an hour before the representative informs me no supervisors are available, this has happened on multiple phone conversations. 

At this point it has been almost 5 months since starting this process and I am no where even close to receiving assistance from this company. I believe they are purposefully engaged in practices to hinder mortgage assistance applicants.

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