Consumer complaint received 2023-05-01
Company: Ocwen Financial Corporation
State: MI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
PHH Mortgage out of XXXX XXXX XXXX Florida, is not abiding by the agreement they made with me pertaining to a Forbearance Plan for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. These three months were to be deferred and the past due amounts would be paid upon the maturity date of the mortgage. On XX/XX/XXXX we received a Deferral Offer from PHH indicating I would need to act by XX/XX/XXXX to acknowledge and approve the deferral offer from them. On XX/XX/XXXX, at XXXX I spoke with XXXX XXXX ID # XXXX ) and told him we would like to accept the Deferral Offer. XXXX told me in order for us to accept the deferral offer, we would need to Make the XXXX mortgage payment. By doing so, this would then represent our acceptance of the deferral offer, and it would then be implemented. I then proceeded to make our XX/XX/XXXX mortgage payment. It was a little higher than expected, and I paid the normal {$890.00}, plus what I think was an activation fee for the deferral of {$17.00}, which brought the grand total up to {$910.00}. The following day I thought I would call simply to make sure the deferral offer was initiated, and my XX/XX/XXXX payment was received. The girl I spoke with XXXX ( ID # XXXX at XXXX XX/XX/XXXX ) didn't know about the deferral offer, and she was very difficult to understand. I told her I would call back. At XXXX I spoke with XXXX XXXX ID # XXXX ) he confirmed our deferral plan was accepted and was going to be effective as of XX/XX/XXXX. On XX/XX/XXXX at XXXX, I was told by XXXX ( ID # XXXX ) my XX/XX/XXXX mortgage payment was applied to XX/XX/XXXX. She also told me that she didn't see that I was approved for a deferral of the XXXX months of XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. 
I called back at XXXX on XX/XX/XXXX and spoke with XXXX XXXX ID # XXXX ) he told me that the XX/XX/XXXX payment was indeed applied to XX/XX/XXXX. I told him what gave PHH the right to place my intended payment for XX/XX/XXXX on to XXXX? He told me the deferral would now be for XXXX, XXXX, and XXXX of XXXX. To say the least, I have made calls too numerous to count. I have, however, taken the names and ID 's of just about all the customer service reps I have spoken with. Know that most of the reps are completely unknowing of what's going on with my case. I have been told that my situation would be resolved through a thorough review, and to date, after numerous reviews, still hasn't been resolved. In the mean time, my XXXX and now XXXX mortgage payments have not been made per their instructions. What gives PHH the right to default of the agreement I made with them? We were assured we would have no negative credit reporting, or late fees as a result of the 3 month Forbearance Agreement. I have received letters from them they have deferred two months, and I owe again for XXXX. My online account shows I am due for XXXX, XXXX, and XXXX. I don't get it. Per their direction I did everything in good faith. I simply want them to acknowledge the three Month Forbearance Agreement for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Then defer those months to the end of my loan as was agreed upon. It seems as though no one at PHH knows what to do with my account. I simply want this back to me now owing for XXXX and XXXX, and continue on with my usual monthly payments. Please feel free to contact me at : XXXX XXXX

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