Consumer complaint received 2025-04-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Ocwen Financial Corporation
State: CA

Complaint narrative:
I am filing this complaint against PHH Mortgage, loan servicer, I have been ill for a long time, I had XXXX XXXX, and I am feeling better now, and I am back to work/business on XX/XX/XXXX. I will be able to pay mortgage payment once a modification is approved. 
On XX/XX/XXXX I filed a request for a mortgage assistance program, provided complete documentation. 
On XX/XX/XXXX, PHH confirmed receipt. 
On XX/XX/XXXX, PHH sent a letter for early intervention, Please read this quote " We will send an acknowledgement letter as soon as we receive the application to let you know whether it is complete or missing necessary information. Once we receive a complete package, the review may take up to 30 calendar days. When we're done reviewing, we'll send you the results and outline all available options. If a foreclosure sale is scheduled, we must receive the completed application at least five days in advance of the scheduled sale date. Please do not delay in sending the application and all required materials.

POSSIBLE OPTIONS Reinstatement : The account can be reinstated by paying the past due amount ( s ).

Refinance the mortgage : Choose to apply for a new mortgage by contacting a refinance company and pay off the existing account, if favorable terms can be obtained that would make the current payment more affordable..

Modification : Modify the mortgage terms with us. We may be able to modify the account, subject to program requirements. This may include a reduced interest rate, extended maturity date or a balloon payment.

Forbearance plan : Payment forbearance temporarily gives more time to pay the monthly payments. A forbearance may provide for temporary reduction or suspension of payments.

Repayment plan : If there was a temporary loss of income or increase in expenses but regular payments are now affordable, we may be able to develop a repayment plan if permitted by law. During a repayment plan, the total past due payments would be spread out over an extended period of time and a portion would be paid in addition to each regular monthly payment. Once the repayment plan is successfully completed, the account would be current.

Sale of the property : When continuing to pay the mortgage is no longer feasible, the best option may be to find more affordable housing. As an alternative to foreclosure, it may be possible to sell the home and use the proceeds to pay off the current mortgage account.

Short sale : If the value of the home has declined and the property can not be sold for an amount enough to pay the current mortgage account in full, it may be possible to sell it and satisfy the mortgage account for less than the full payoff.

Deed in lieu of foreclosure : If the property has not sold despite being on the market for 90 days, " I immediately called and spoke with my relationship manager, he told me that the letter was sent to me in error, I was not eligible for a modification. That made me very angry, which led me to contact HUD counselor then CFPB, PHH supervisor of the agent who originally answered the phone. PHH supervisor appeared not much knowledgeable of California Laws. PHH operates from XXXX, they do what they think is good for them, they dont follow California laws. They have their own laws. 
I expect hardship assistance from PHH. PHH also received approximately {$65000.00} from California Mortgage Relief on or about XX/XX/XXXX for payments missing during XXXX. I never got that account from them. My original loan amount apparently was {$640000.00}, how that amount became {$910000.00}, they must explain. I believe there are many deceptions in accounting, I demand a clear picture from PHH. 
My original loan was with XXXX XXXX  XXXX sold the loan to XXXX  combining XXXX and second mortgage. I demand complete accounting with XXXX purchase contract with XXXX XXXX  XXXX went out of business in XXXX. 
PHH must be accountable and provide complete documents with all documents and contracts before I can accept PHHs outstanding balance. 
During the process of auditing PHHs records, I demand an extension of the foreclosure sale. Another problem with the PHH is their system doesn't retain more than 4 pages, attached in email, every page over 4 pages will be illegible or not recoverable. Having that kind of deficiencies ' how PHH operates is beyond my comprehension. PHH is committing fraud and deception, playing with peoples lives in this country. PHH should be barred from handling foreclosure of any other important matter as such. A complaint will be launched with the State Attorney General to remove PHH from doing such important tasks without training and having proper resources. How can they review documents when they don't even see anything after page 4 in the email, so decision is based on their determination not by documents presented. When I found out I attached only 4 pages and sent numerous emails to complete documents such as tax returns, they can't possibly review everything in 3, 4 days to deny my modification. This is deception. PHH has no reason to deny my modification while the property has almost 45 % equity.

Please find the documents I attached with my mortgage assistance application on XX/XX/XXXX.

Company response to consumer: Closed with explanation