Consumer complaint received 2026-03-04 00:00:00
Product: Mortgage — VA 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: PA

Complaint narrative:
Complaint Against PHH Mortgage Servicing Misconduct, Predatory Delay, and Manufactured Delinquency Timeline I am submitting this complaint regarding the servicing of my VA mortgage loan by PHH Mortgage. This complaint concerns servicing accuracy, documentary inconsistencies, and improper reliance on contradictory modification records that created a manufactured delinquency timeline. The issue is not inability to pay, but rather servicing conduct that resulted in a delinquency status largely created by servicer actions and delays. My loan was previously serviced by XXXX XXXX XXXX ( XXXX XXXX ) before transferring to PHH Mortgage. The servicing record contains significant contradictions regarding the handling of loan modifications and the establishment of the alleged delinquency start date. Manufactured delinquency timeline based on an incomplete modification The delinquency start date currently being used by the servicer is XXXX XXXX, 2025. This date forms the foundation for PHHs account treatment, including negative credit reporting and foreclosure posture. However, the basis for this delinquency timeline is internally contradictory. The prior servicer referenced a loan modification in order to justify the servicing timeline and delinquency narrative. However, the modification being referenced was incomplete at the time it is being used to establish delinquency. The only modification that was formally recognized and executed is the modification associated with XXXX XXXX, 2025. Despite this, the servicers narrative uses the earlier incomplete modification record to retroactively establish a delinquency beginning XXXX XXXX, 2025. In other words, the modification record that is being relied upon to support the delinquency timeline was not finalized or officially recognized at the time it is being used to establish default. This creates a fundamental servicing contradiction : an incomplete modification can not logically be used to establish a delinquency baseline that predates the executed modification agreement. Because PHH inherited the loan from the prior servicer, it appears PHH is relying on the prior servicers boarding data and narrative rather than verifying the underlying documentation. However, the servicing records must reconcile with the executed modification timeline. If the only recognized modification is the one executed in late XX/XX/year>, then the XX/XX/year> delinquency baseline requires documentary proof explaining how that date was determined. Servicer delay and payment blocking during modification review During the modification review period, the servicer controlled the timing of the process. Payments were not accepted while the modification review was pending, yet the servicer later treated the account as delinquent during the same period that the modification process was ongoing. The executed modification was not fully processed until later in 2025. The result is that the servicing timeline reflects a delinquency status that largely developed while the servicer was controlling the modification review timeline and preventing payment resolution. Failure to produce requested servicing documentation I have submitted written disputes and requests for documentation seeking the records necessary to verify the account status. These requests included : the full loan transaction history and servicing ledger documentation supporting the XX/XX/year>2025 delinquency baseline modification documentation showing execution and effective dates the XXXX XXXX credit reporting history used to report delinquency copies and proof of mailing of any delinquency notices relied upon Rather than producing these records, the servicer has largely provided narrative explanations without the underlying documents needed to verify the account history. Continued derogatory credit reporting during an unresolved dispute Despite the unresolved servicing contradictions, PHH has continued reporting the account as significantly delinquent to the credit reporting agencies. This reporting has caused significant credit harm even though the core delinquency timeline remains disputed and unsupported by documentation.

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