Consumer complaint received 2026-04-10 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Ocwen Financial Corporation
State: GA

Complaint narrative:
My mortgage began to fall behind in XXXX XXXX XXXX I had to assist my mother in getting medication for a medical emergency that wasnt covered by her insurance. In XXXX, I attempt to start making payments and again but PPH Mortgage refused my payment stating that I had to make at least XXXX payments or their system would not allow for payment to be made. I told the associate I could not afford to make XXXX payments at that time. I was encouraged to apply for assistance. I started the process for assistance. I was then told it could take up to 30 days of review and if additional information was needed they would let me know. I found myself applying over and over again trying to get assistance. In late XXXX, I received a letter denying my request for a repayment plan. The reason for the denial was a modification had been provided less than XXXX months prior. I feel that it is unlawful for a mortgage company to stop accepting payments and present false hope regarding available assistance. I should have been told in XXXX, because you received assistance less than XXXX months ago, you are not eligible for a repayment plan or a modification. Instead I was lead to believe that assistance was available when it actually was not. For 6 months, I was led to believe that assistance was available when in actuality it was not. In XXXX XXXX XXXX XXXX payments was approximately {$2800.00}. On the date that I was told Im ineligible for assistance, the balance is now owe over {$15000.00} including attorneys fees. I should have never been presented with an option for a repayment plan if I was not eligible. Im on the brink of being another homeless veteran and the representatives on the line are just reading their scripts. And they apologize for the misinformation. At some point when most of the associates are misinforming you its intentional and should be deemed mortgage malpractice. This is just XXXX area in which I was grossly misinformed. Ive been calling multiple times a week for several months. Each representative has a script that they read telling me as long as you are in active review for assistance, the foreclosure proceedings will be stalled. When I called today, the associate said you are in active foreclosure and your account is in final review for assistance. I confirmed that it was that I was still in review. Reiterated that at least XXXX people have said to me that as long as it is in a review status, the foreclosure is stalled. I have not been given the opportunity to make an informed decision or plan properly to save my home. They stopped taking my payment and then offered assistance that they never planned to give me. Yet they waited to tell me. They waited until the cost to reinstate the mortgage was so far out of reach that I may be forced out of my home. No one has answers everyone sticks to script they pretend to not have access to certain information but they clearly do. I am appalled that this is happening to me. PPH Mortgage / Onity Mortgage I guess is the new name. They should not be permitted to treat veterans or any citizen this way.

Company response to consumer: Closed with explanation