Consumer complaint received 2026-01-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Ocwen Financial Corporation
State: WA

Complaint narrative:
On XX/XX/XXXX I contacted PHH mortgage Services that my Husband XXXX XXXX on XX/XX/XXXX. At that time over the phone I requested a forbearance or mortgage deferral so I could get my affairs ' sorted out, because my wish is to keep the house. On XX/XX/XXXX I emailed all required paperwork for mortgage assistance to PHH.

They tell me I need to be involved and I am, weekly or bi-weekly. Each time I get someone on the phone they tell me they need additional information, such as current pay stubs and Year To Date information. I was told that the pay stub and YTD I sent on XX/XX/XXXX was blurry, it was clear at my end, it was emailed directly from my employer portal. I resent pay stub and YTD paperwork. 

A letter that I received dated XX/XX/XXXX in the mail from them stated : " Our review of the MAA application indicate that it is COMPLETE as of XX/XX/XXXX. We do not require any additional information or documentation at this time. '' When I would call they would not tell me anything was needed, and that it is still in review. Then I call or get a letter stating that further information is required. 

I received in the mail a letter dated XX/XX/XXXX : " As of XX/XX/XXXX, we are not able to evaluate the Mortgage Assistance Application ( MAA ) because we have not received all the required documents. Below is the list of documents that are required to complete the MAA. '' Then they ask once again for me to send " The most recent 30 day earnings and Year to Date earnings. 'All documents listed in this notice must be received by XX/XX/XXXX ''. I sent requested documents on XX/XX/XXXX. They were sent via fax, email and XXXX. These were the Gross and Net YTD document and XXXX pay stub. 

Today, XX/XX/XXXX, I called PHH with my son on the line because I had a scheduled appointment with them that I stayed home from work to receive the call t XXXX PST and no one from PHH called me. So I called them at XXXX XXXX. At that time there was no mention that I needed to send anything additional in. 
On another conference call with them this afternoon ( same day ) with a HUD representative, we were told that I need to once again sent in the most recent 30 day pay stub and YTD statement, BECAUSE the ones I sent in via fax, email and XXXX mail, were blurry. I am being told this AFTER I had already followed up with a PHH representative in late XXXX, I was told then, that they received those documents, and that they were legible. No issues. 

When I schedule time off work to make myself available for a scheduled appointment, I expect PHH to actually call me, and hold up their end of the agreement. They have said they have called me before also, when they have not.

At this point it seems like PHH is playing games with me. I've done every thing they have asked of me in a timely manner, each time they say it's in " review '', even after saying the review process " is complete ''. I feel like they are trying to " XXXX '' me, so that they can foreclose on my property. I have done everything they have asked of me in good faith. My Mortgage lender is XXXX XXXX.

Company response to consumer: Closed with explanation