Consumer complaint received 2025-03-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Ocwen Financial Corporation
State: NC

Complaint narrative:
XX/XX/XXXX Good day sirs or madams, On XX/XX/XXXX XXXX NC was ravaged by Hurricane Helene leaving my business shuttered due to flooding and structural damage. I was very worried about how I would pay my bills in the coming months, so when PHH Mortgage sent me a letter identifying my home as in a disaster area and eligible for forbearance, I signed up. Attached is the document that PHH sent to me confirming my 3 month forbearance for XXXX, XXXX, and XXXX. I was told that my first payment would be due XX/XX/XXXX and that I could possibly extend the forbearance or enter into a deferral. On XXXX, XXXX XXXX I made my first payment back after the forbearance and called PHH to modify the previous 3 months into a deferral program. I was told that paperwork could take a month to process. On XX/XX/XXXX I received a notice that I would receive a 3 month deferral, however 2 days later another notice unprompted said I would receive only 2 month deferral. In that time, I also received a XXXX point decrease in my credits score, as PHH reported my mortgage late. I do not understand how that could happen, as I was in forbearance for XXXX, XXXX and XXXX. I began calling PHH on XXXX, XXXX, XXXX speaking to XXXX XXXX to discuss why this was happening. He told me he was escalating my issue and I would have a resolution in 48 hours. He explained that because I did what I was supposed to do, and made the XX/XX/XXXX payment before the deferral had been processed that the payment was posted to XXXX bill. He said he was escalating my case to have that corrected. It has now been 7 weeks since that initial phone call and nothing has been corrected. Since that date I have made XXXX and XXXX of XXXX payments, I have been assessed late fees, some {$75.00} fee that I can not figure out, have had multiple case numbers formed and escalated to no avail. 
Here is the log of calls since XXXX XXXX XXXX 47 minutes- XXXX escalation manager I will hear back from her in 48 hours- nothing XXXX XXXX escalation manager I will hear back from her in 48 hours- no call back Case # XXXX XXXX Left another message for XXXX on her voicemail that she gave me XXXX Ext XXXX XX/XX/XXXX -- Left another message for XXXX on her voicemail that she gave me XXXX Ext XXXX XXXX Left another message for XXXX on her voicemail that she gave XXXX XXXX Ext XXXX XXXX Left another message for XXXX on her voicemail that she gave me XXXX Ext XXXX XXXX Left another message for XXXX on her voicemail that she gave me XXXX XXXX XXXX XXXXspoke to XXXX who transferred me to Amari who was escalating again XXXX Left another message for XXXX on her voicemail that she gave me XXXX Ext XXXX XXXX XXXX called me back to tell me he was escalating again and that I should send a notice of error XX/XX/XXXX Left another message for XXXX on her voicemail that she gave me XXXX Ext XXXX XXXXNew XXXX bill uploaded with incorrect amounts due and {$75.00} fee At this point I question if and how many other folks like me are exhausting options with communication efforts. We were affected by a tragedy and now are running out of options to have corrections made. 
I am formally requesting that 1. My original forbearance of 3 months ( XXXX, XXXX, and XXXX of XXXX ) be properly executed in deferral to the end of my loan. 
2. The payments that I have made in XXXX, XXXX, and XXXX of XXXX be correctly posted to XXXX, XXXX, and XXXX of XXXX. 
3. All late fees, special assessments be removed from my account, as I HAVE made every payment on time in accordance with my obligations to my mortgage 4. Credit reporting updates to all 3 credit reporting agencies to reflect on time mortgage and NO late payments I will be forwarding this email to my federal congressmans office as record that Hurricane Victims in XXXX XXXX are dealing with unreasonable communication and policy, HUD , and Homeowners HOPE, CFPB , and North Carolina Commissioner of Banks in efforts to place notice of ongoing heartache for Hurricane victims who like myself have done every single thing that has been asked of me, but can not get anyone at PHH Mortgage to help and correct their errors that have had SGINIGICANT financial implications on my familys wellbeing. 

Sincerely, XXXX XXXX XXXX

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