Consumer complaint received 2026-04-26 00:00:00
Product: Mortgage — Conventional home 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: CA

Complaint narrative:
XX/XX/XXXX Missed mortgage payment. XX/XX/XXXX Missed mortgage payment. XX/XX/XXXX ( Dated ) Early intervention Letter Received Designated Contact ( DC ) : XXXX XXXXXXXX XXXX XXXX XXXX XXXX ) Reads : This account is in default and due for the XX/XX/XXXX payment. Please contact us about the missed mortgage payment ( s ). XX/XX/XXXX Called Onity Mortgage ( PHH Mortgage ), Customer Service, to make a payment and to discuss a payment arrangement for the XXXX months I was behind. The representative I spoke to said, If the payment did not include both XXXX and XXXX payments Onity Mortgage ( PHH Mortgage ) would not accept a payment. Also, to set up a payment arrangement, I would have to pay XXXX and XXXXXXXX XXXX payments. They did not offer a forbearance option. I was instructed to submit an XXXX. XX/XX/XXXX - Verbally submitted XXXX to Customer Service Representative XX/XX/XXXX ( Dated ) Initial Contact Letter, Required Pursuant to XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Reads : We are required by XXXX XXXX XXXX to send this notice. According to our records, the mortgage payment is past due. If payment has already been sent, please disregard this notice. You have the right to talk with us about options to avoid foreclosure. XX/XX/XXXX ( Dated ) Notice of Default DC : XXXX XXXX ( ID # XXXX ) Reads : Mortgage payments on the above-referenced account are past due, which has caused a default under the terms of the Mortgage or Deed of Trust ( hereinafter, Security Instrument ). As of XX/XX/XXXX, the following amounts are past due : .TOTAL YOU MUST PAY TO CURE DEFAULT : {$3600.00}. XX/XX/XXXX ( Dated ) The Request For Mortgage Assistance was Received Letter XXXX XXXX XXXX XXXX XXXXXXXX XXXX ( ID # XXXX ) Reads : Page XXXX : We will review this request to ensure that the XXXX is complete and that we have all the required supporting documentation necessary to evaluate this account for all available mortgage assistance options. If we did not receive a complete XXXX and/or all the required supporting documentation, we will send a notice providing details for any additional information and/or documentation required to complete the XXXX XX/XX/XXXX ( dated ) The Request For Mortgage Assistance Is Complete Letter XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ; Reads : Our review of the XXXX application indicated that it is complete as of XX/XX/XXXX. We do not require any additional information or documentation at this time. XXXX XXXX XXXX XXXX XXXX Important Note - In some cases, additional documentation may be requested : During our review, we might determine that additional documentation is required. We will send a document request notice which will list any required documentation and provide a reasonable timeframe for documentation submission. XX/XX/XXXX ( Dated ) Valuation Report for the Property is Attached Letter XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX ( Dated ) Important Notice, Decision on the Request for Mortgage Assistance, Please Read Carefully ( Denied ) XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX Helping Homeowners Modification Non-Approved ; Reason : The account does not meet the delinquency requirement of the workout. Streamline Helping Homeowners Modification Non-Approved ; Reason : Under Guidelines established by the owner of the account, performed a net present value test. Results indicated that the account does not qualify under these guidelines. XX/XX/XXXX Unable to make a payment for reasons listed XX/XX/XXXX. XX/XX/XXXX ( Dated ) Appeal of Mortgage Assistance Denial letter sent to Onity Mortgage ( PHH Mortgage ). Reads : For the Helping Homeowners Modification, the stated reason for denial was : The account does not meet the delinquency requirements of the workout. However, I was not provided with a copy of the Delinquency Requirements criteria, which prevents me from understanding or verifying the basis for this decision. Regarding the XXXX Helping Homeowners Modification, you indicated that a net present value ( NPV ) test was performed using account information and other data points. Yet, I was not provided with the NPV test results or the data inputs used. In fact, the NPV Data Fields and Values were incomplete, with XXXX XXXX used in NPV calculations fields left blank. It is unclear how an accurate calculation could be performed with all required data. . XX/XX/XXXX Unable to make a payment for reasons listed XX/XX/XXXX. XX/XX/XXXX ( Dated ) Acknowledgement of Correspondence DC : XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX Reads : Thank you for the recent correspondence regarding this mortgage account. We will review the correspondence, perform any required research, and provide a written response. XX/XX/XXXX Received a call from XXXX XXXX, XXXX. He set me up with XXXX XXXX XXXX to help with keeping my home. Email received summarized the program. Summary states : I am to pay XXXX XXXX XXXX {$750.00} a month for XXXX months to get my mortgage brought current and the issues resolved. Once everything is squared away, sign and notarize the settlement agreement, and then go right back to paying my regular mortgage services like normal. Same loan. Same lender. XXXX refinancing. Paid {$750.00} a month for the months of XXXX, XXXX, and XXXX. During that time, the company did nothing to help me. XX/XX/XXXX ( Dated ) Response Letter for Your Recent Request I have read the document numerous times, and I do not understand what/why I was denied. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX Unable to make a payment for reasons listed XX/XX/XXXX. XX/XX/XXXX ( Dated ) IMPORTANT NOTICE, Foreclosure Letter DC : XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX Reads : A foreclosure action has been initiated on the property referenced above. Based upon the recent payment activity on the mortgage, we are concerned that you may be facing difficulties making mortgage payments. We want to help, the account may qualify for Homeowners Assistance/foreclosure prevention alternative as an option.Even if you have not inquired previously, you can still be evaluated for alternatives to foreclosure by submitting an application for Homeowners Assistance. If you have inquired previously and your request for Homeowners Assistance was denied, if you have experienced a change in your financial circumstances, you can reapply. Homeowners Assistance Programs were implemented in order to provide assistance and to help cure any delinquencies that may be due to unexpected hardships you have experienced. XX/XX/XXXX ( Dated ) Reinstatement Quote XXXX XXXX XXXX XXXX ( ID # XXXX ) Reads : Total amount due to reinstate is {$8100.00} due no later than XX/XX/XXXX. XX/XX/XXXX ( Dated ) Notice of Default and Election to sell under Deed of Trust, Doc # XXXX ( Recorded in XXXX XXXX on XX/XX/XXXX ) - DC : XXXX XXXX ( ID # XXXX ) XX/XX/XXXX XXXX submitted XX/XX/XXXX ( Dated ) - Immediate Action is Required to Avoid Foreclosure Contact Customer Care Center Reads : Foreclosure activity has been initiated on the above-referenced property. A Notice of Default has been recorded in the foreclosure action. How to apply for assistance.. XX/XX/XXXX ( Dated ) The Request For Mortgage Assistance was Received Letter DC : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Page XXXX : We will review this request to ensure that the XXXX is complete and that we have all the required supporting documentation necessary to evaluate this account for all available mortgage assistance options. If we did not receive a complete XXXX and/or all the required supporting documentation, we will send a notice providing details for any additional information and/or documentation required to complete the XXXX XX/XX/XXXX ( Dated ) Information about XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Reads : At this time, accountholder ( s ) will not be evaluated for any additional mortgage assistance options, as there has not been a documented material change in accountholders ' financial circumstances since date of the accountholders previous application. XX/XX/XXXXXXXX XXXX PHH and was told the letter is computer-generated and to ignore it. XXXX XXXX was on the phone with me. XX/XX/XXXX Unable to make a payment for reasons listed XX/XX/XXXX. XX/XX/XXXX Spoke to Homeownership XXXX XX/XX/XXXX Three-way call with Homeownership XXXX ( XXXX ) and Onity Mortgage ( PHH ), representative, XXXX, for an update. I was told a decision had not been made. However, when I get the response and if it is denied, I need to submit a new XXXX. XX/XX/XXXX Unable to make a payment for reasons listed XX/XX/XXXX. XX/XX/XXXX XXXX sent XX/XX/XXXX ( Dated ) The Request For Mortgage Assistance was Received Letter XXXX XXXX XXXX XXXX XXXXXXXX XXXX ( ID # XXXX ) Page XXXX : We will review this request to ensure that the XXXX is complete and that we have all the required supporting documentation necessary to evaluate this account for all available mortgage assistance options. If we did not receive a complete XXXX and/or all the required supporting documentation, we will send a notice providing details for any additional information and/or documentation required to complete the XXXX XX/XX/XXXX ( Dated ) Information about XXXX Reads : At this time, accountholder ( s ) will not be elevated for any additional mortgage assistance options, as there has not been a documented material change in the accountholder 's financial circumstances since date of the accountholders previous application. XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX Three-way call with Onity Mortgage ( PHH Mortgage ) and XXXX XXXX for clarification. Was told denied modification due to Net Value test and I need to re-apply for assistance and to include the following documents : application, hardship letter, last XXXX years income tax returns, XXXX months bank statements, my last XXXX paystubs, rental agreement between my daughter and myself, daughters last XXXX paystubs, my award letter, proof of rent paid, letter from daughter stating she pays rent. I requested a new Reinstatement Quote XX/XX/XXXX ( Dated ) Early Intervention Letter DC : XXXX XXXX ( ID # XXXX ) Reads : This account is in default and due for the XX/XX/XXXX payment. Please contact us about the missed mortgage payment ( s ). XX/XX/XXXX ( Dated ) Reinstatement Quote - XXXX XXXX XXXXXXXX XXXX ( ID # XXXX ) XX/XX/XXXX Call with Onity Mortgage ( PHH Mortgage ) and XXXX XXXX. Currently the foreclosure is on hold. No sale date. XXXX denied. No options but to pay {$13000.00} to reinstate my loan. Told to submit another XXXX. Made an appointment to talk to my relationship XXXX ( XXXX XXXX XXXX for XX/XX/XXXX. XX/XX/XXXX Call with Onity Mortgage ( PHH Mortgage ) ( XXXXXXXX XXXX XXXX XXXX ). Foreclosure is still active. No sale date. Discussed denial letter, dated XX/XX/XXXX, that states will not be evaluated for mortgage assistance due to financial situation has not changed. XXXX stated to submit another XXXX and add my daughters proof of income and a letter from my daughter stating she is a tenant and her rent is {$700.00}. XX/XX/XXXX Unable to make a payment for reasons listed XX/XX/XXXX. XX/XX/XXXX XXXX sent with all documents listed above ( XX/XX/XXXX entry ). I included a copy of my XXXX drivers license and the most recent mortgage statement. Instead of my daughters last XXXX paystubs, I submitted her award letter. A total of XXXX documents were sent via XXXX separate emails. Received confirmation that PHH received them. XX/XX/XXXX Call with XXXX XXXX ( first time talking to her ). She verified PHH had received my application and supporting documents. She set up a follow-up call for XX/XX/XXXX. XX/XX/XXXX ( Dated ) The Request For Mortgage Assistance was Received Letter XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Page XXXX : We will review this request to ensure that the XXXX is complete and that we have all the required supporting documentation necessary to evaluate this account for all available mortgage assistance options. If we did not receive a complete XXXX and/or all the required supporting documentation : we will send a notice providing details for any additional information and/or documentation required to complete the XXXX XX/XX/XXXX ( Dated ) Authorization Acknowledgement Letter - DC : XXXX XXXX ( ID XXXX XXXX ) XX/XX/XXXX ( Dated )- The Request For Mortgage Assistance Is Complete Letter XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Reads : Our review of the XXXX application indicated that XXXX is a complete as of XX/XX/XXXX. We do not require any additional information or documentation at this time. XXXX XXXX XXXX XXXX XXXX Important Note-in some cases, additional documentation may be requested : During our review, we might determine that additional documentation is required. We will send a document request notice which will list any required documentation and provide a reasonable timeframe for documentation submission. XX/XX/XXXX I checked the PHH portal for the status of my XXXX. The portal reads the following ( check mark indicates step completed ) Your Status Tracker XXXX received Review Decision Decision Pending Plan Eligible Final Decision ( waiting ) XX/XX/XXXX I called PHH, spoke with XXXX XXXX ( XXXX XXXX XXXX XXXX ). I was told that the XXXX was denied but XXXX could not tell me why it was denied because the letter had not been uploaded from the underwriting team. I asked to speak to someone in the Underwriting Department. XXXX said he could not transfer me to that department because they do not talk to clients. XXXX also told me to wait for the denial letter and then submit another XXXX. I told him that on Monday, XX/XX/XXXX, I checked the portal and it said that I was Plan Eligible. His response was once the decision is made the XXXX section on the portal is removed. He could not explain why the portal said, Plan Eligible. We scheduled a telephone appointment with my Relationship XXXX, XXXX ( ID # XXXX ) for XXXX p.m. on XX/XX/XXXX. XX/XX/XXXX ( Dated ) XXXX Decision received XXXX XXXX XXXX XXXX XXXXXXXX XXXX ( ID # XXXX ), Reasons : Helping Homeowners Modification Non-Approved ; Reason : Account does not meet the delinquency requirement of the workout. Streamline Helping Homeowners Modification Non-Approved ; Reason : Under Guidelines established by the owner of the account, performed a net present value test. Results indicated in the account does not qualify under these guidelines. ( Page XXXX is unclear ) XX/XX/XXXX ( Dated ) Mortgage Statement received 1. Your loan has been accelerated. Total amount of {$190000.00} is due XX/XX/XXXX. 2. If your payment is received after XX/XX/XXXX a {$33.00} late fee may be charged. Please note the account has been referred to an attorney to start foreclosure proceedings. Prior to remitting payment, you MUST the attorney for the full reinstatement amount as the amount above may have changed. If you need information regarding the attorney assigned to the account, please contact Customer Service at XXXX. 3. Page 3 : Recent Account History : Total {$11000.00} due. You must pay this amount to bring your account current. 4. The first notice or filing required by applicable law for the foreclosure process has been made. XX/XX/XXXX PHH called me at XXXX p.m. I answered the phone, and no one was there. I stayed on the phone for over XXXX minutes. I called back at XXXX p.m. and had XXXX from XXXX XXXX on the line with me. I did not get the womans name ; however, I got her ID number ( ID # XXXX ). She stated she is a Relationship XXXX, and she can see the same thing that XXXX XXXX could. The foreclosure is on hold. If I do not pay the reinstatement amount of {$13000.00} by XX/XX/XXXX, the foreclosure will be taken off hold, and the foreclosure process will continue. She also stated that if I submitted another XXXX, I would get the same denial reasons as before. Which is there is equity on the house. I asked about the XXXX letters I received that says, I will not be evaluated for a loan modification due to my financial status had not changed ( letters dated XX/XX/XXXX, and XX/XX/XXXX ). She stated those letters are sent when the XXXX application is incomplete. I repeated what she said to make sure I was hearing her right, and her response was I heard her correctly. I also asked what the workout was regarding the Helping Homeowners Modification. She said I didnt qualify for that because I had to XXXX days or less behind on my mortgage payment. XXXX asked to speak to XXXX a Relationship Manager that works closely with XXXX XXXX. The Relationship XXXXXXXX XXXX XXXX XXXX responded that she did not have the capability to transfer calls, reiterated that she is a Relationship Manager and XXXX would have the same information that she was looking at.XXXX also asked to know what the lenders ( XXXX XXXX ) eligibility guidelines are. She was told to email the Research Department at XXXX to get that information, and that it can take up to 10 days to get a response. I have sent the request to the Research Department and stated it was urgent. The Relationship Manager ( ID # XXXX ) stated that for them to set up a payment plan for me I had to be within the 90 days of my first missed payment. I responded by telling her that PHH never informed me of that, and when I called on XX/XX/XXXX, and XX/XX/XXXX. I was within XXXX days. We made another telephone appointment with my Relationship Manager, XXXX XXXX, for XXXX, XX/XX/XXXX, at XXXX a.m. XX/XX/XXXX Emailed Research Department requesting copy of lender guidelines. XX/XX/XXXX - Received confirmation email from Research Department XX/XX/XXXX Call with XXXX XXXX ( ID # XXXX ) XXXX stated that while the foreclosure is currently on hold, the only option available to me is reinstatement. She is requesting a new reinstatement quote, and I have until XX/XX/XXXX, to pay that amount. However, she could not guarantee that the foreclosure hold would remain in place until that date. When I questioned her regarding XXXX previous denials that claimed my financial situation had not changeddespite a documented shift in my circumstancesshe apologized but could not explain the discrepancy. She stated that regardless of how many times I submitted a XXXX XXXX XXXX ( XXXX ), the response would remain the same. When I pressed for further clarification, she hung up on me. At XXXX a.m. I received a call from Onity Mortgage ( PHH Mortgage ). When I answered the phone, no one was there. XX/XX/XXXX Call with Relationship Manager ( ID XXXX XXXXXXXX ) Following XXXX missed calls and voicemails, I returned a call at XXXX p.m. and spoke with Relationship Manager ID # XXXX. I asked why I was not eligible for the XXXXXXXX XXXX XXXXXXXX. Although I was told on XX/XX/XXXX that I needed to be within XXXX days behind to qualify, this representative claimed I had to be within XXXX days or less behind. When I brought up letters dated XX/XX/XXXX and XX/XX/XXXX, he dismissed them as " computer-generated '' and stated my XXXX was always going to be denied. This contradicts information I received during calls on XX/XX/XXXX and XX/XX/XXXX. I expressed my frustration that various representatives have consistently provided inaccurate information and instructed me to submit multiple XXXX since XX/XX/XXXX. This led me to believe a modification was possible, preventing me from pursuing other financial options earlier. The representative simply repeated that his information was correct and stated that paying the reinstatement amount is the only way to keep my home. XX/XX/XXXX Received the Response Letter from Onity Mortgage ( PHH Mortgage ) Research Department. Reads : In Paragraph XXXX : Based on our records, a prior mortgage assistance application was previously reviewed and a determination was issued. If your financial circumstances have changed or if you would like to be considered again for available mortgage assistance options, you may re apply for mortgage assistance. This is extremely concerning. Despite my conversations with Onity Mortgage ( PHH Mortgage ) on the XXXX and again on the XXXX, they continue to reference changes in financial circumstances, even though I have already submitted multiple applications with all the requested documentation. I am receiving inconsistent verbal explanations, and the written communications I receive contain conflicting information. I emailed the letter to XXXX, XXXX XXXX, asking if there is something we can do about the inconsistencies I am receiving from Onity Mortgage ( PHH Mortgage ), and am waiting to hear back. XX/XX/XXXX Received email from XXXX, XXXX XXXX. XXXX XXXX, XXXX, instructed XXXX to tell me to file a complaint with the Consumer Financial Protection Bureau, explaining what has been going on with Onity Mortgage ( PHH Mortgage ).

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