Consumer complaint received 2025-08-08 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: Ocwen Financial Corporation
State: GA

Complaint narrative:
From : XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, Texas XXXX Property Address : XXXX XXXX XXXX XXXX, GA XXXX Email : XXXX Date : XX/XX/XXXXXXXX XXXX XXXX  To : PHH Mortgage Services QRW Request Attn : Customer Research Department XXXX. XXXX XXXX XXXX, NJ XXXX Attn : Claims and Property Preservation Division XXXX XXXX XXXXXXXX XXXX XXXX, NJ XXXX RE : Urgent Notice Property Damage at XXXX XXXX XXXX, XXXX GA XXXX Loan Number : Reference : XXXX XXXX XXXX  Claim # XXXX Legal and Fiduciary Responsibilities Under Georgia Mortgage & Insurance Law RE : Qualified Written Request under RESPA Account No. 5 Dear PHH Mortgage Services, This email/ letter supplements original Qualified Written Request ( QWR ), submitted on XX/XX/XXXXXXXX  concerning mortgage loan, account number, for the property located at XXXX XXXX XXXX XXXX XXXX GA XXXX. 

In addition to the information previously requested, I am bringing to your attention a serious and ongoing issue : PHH Mortgage Services has failed to accurately and consistently report my post-bankruptcy reaffirmation loan payments to the major credit reporting agencies since XXXX. 

Despite making regular mortgage payments pursuant to a reaffirmation agreement following bankruptcy discharge, these payments do not appear to have been accurately reflected on my credit reports. This failure has directly and adversely impacted my creditworthiness and access to credit. 

Accordingly, under RESPA ( 12 U.S.C. 2605 ( e ) ) and Regulation X ( 12 CFR 1024.35 & 1024.36 ), I hereby request the following : A complete and detailed record of how PHH Mortgage Services has reported my mortgage loan payment history to XXXXXXXX XXXX XXXX XXXX from the date of bankruptcy discharge in XXXX to the present. This should include : Dates and content of reports submitted ; Monthly payment status ( e.g., current, delinquent, deferred ) ; All notations or codes used. 

An explanation as to why these payments have not been accurately or consistently reported, particularly in light of the reaffirmation agreement. 

Confirmation of actions PHH Mortgage Services will take to correct any inaccuracies or omissions in my credit reporting, including : A detailed description of the steps to be taken ; A timeline for when the corrections will be initiated and completed ; Written confirmation once the matter is resolved with each credit bureau. 

As required by RESPA, I expect a comprehensive written response to both my XX/XX/XXXX QWR and this supplemental request within XXXX business days. 

Please send all requested documentation and correspondence to my email address at XXXX. 

Thank you for your immediate attention to these important issues. 

Sincerely, XXXX XXXX XXXX / Homeowner CC : Consumer Financial Protection Bureau Office of the Georgia Attorney General Consumer Protection DivisionFrXXXX : XXXX XXXX, Property Address : XXXXXXXX XXXX XXXX XXXX XXXX XXXX GA XXXX Email : XXXX Date : XX/XX/XXXX To : PHH Mortgage Services loan XXXX CC XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, Attorney General Georgia Consumer Financial Protection Bureau ( CFPB ) RE : Qualified Written Request under RESPA Account No. 

Dear PHH Mortgage Services, This letter supplements original Qualified Written Request ( QWR ), submitted on XX/XX/XXXX, concerning my mortgage loan, account number XXXX, for the property located at XXXX XXXX XXXX XXXX, GA XXXX. 

In addition to the information previously requested, I am bringing to your attention a serious and ongoing issue : PHH Mortgage Services has failed to accurately and consistently report post-bankruptcy reaffirmation loan payments to the major credit reporting agencies since XXXX. 

Despite making regular mortgage payments pursuant to a reaffirmation agreement following bankruptcy discharge XX/XX/XXXX, these payments do not appear to have been accurately reflected on credit reports. This failure has directly and adversely impacted my creditworthiness and access to credit. 

Accordingly, under RESPA ( 12 U.S.C. 2605 ( e ) ) and Regulation X ( 12 CFR 1024.35 & 1024.36 ), I hereby request the following : A complete and detailed record of how PHH Mortgage Services has reported my mortgage loan payment history to XXXX XXXX XXXX XXXX from the date of my bankruptcy discharge in XXXX to the present. This should include : Dates and content of reports submitted ; Monthly payment status ( e.g., current, delinquent, deferred ) ; All notations or codes used. 

An explanation as to why these payments have not been accurately or consistently reported, particularly in light of the reaffirmation agreement. 

Confirmation of actions PHH Mortgage Services will take to correct any inaccuracies or omissions in my credit reporting, including : A detailed description of the steps to be taken ; A timeline for when the corrections will be initiated and completed ; Written confirmation once the matter is resolved with each credit bureau. 

As required by RESPA, I expect a comprehensive written response to both my XX/XX/XXXX QWR and this supplemental request within 30 business days. 

Please send all requested documentation and correspondence to my email address at XXXX. 

Thank you for your immediate attention to these important issues. 

Sincerely, XXXX XXXX XXXX / Homeowner Date : XX/XX/XXXX PHH Mortgage Services XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX Subject : Follow-Up to Qualified Written Request ( QWR ) Dated XX/XX/XXXX - Loan XXXX Number : - Failure to Report Payments to Credit Agencies Dear PHH Mortgage Services XXXX This email/ letter serves as a follow-up to the Qualified Written Request ( QWR ) I submitted on XX/XX/XXXX, concerning my mortgage loan, account number, for the property located at XXXX XXXX XXXX XXXX XXXX GA XXXX XXXX 

In addition to the requests outlined in my initial QWR, I am writing to bring to your attention a significant issue that has come to light : PHH Mortgage Services has failed to accurately and consistently report my post-bankruptcy reaffirmation loan payments to the major credit reporting agencies since XXXX. 

I have reason to believe that these payments, made in accordance with the reaffirmed mortgage agreement, have not been reflected on my credit reports. This failure to report accurate payment history has negatively impacted my creditworthiness and access to credit. 

Therefore, in addition to the information requested in my previous letter, I also request the following : Detailed documentation demonstrating how PHH Mortgage Services has reported my loan payments to each of the major credit reporting agencies XXXX XXXX XXXX XXXX XXXX ) from the date of my bankruptcy discharge in XXXX to the present. This should include the dates of reporting, the payment status reported for each month, and any codes or notations used. 
A clear explanation as to why these payments have not been accurately and consistently reported. 
Confirmation of the steps PHH Mortgage Services will take immediately to correct these inaccuracies with all three major credit reporting agencies. This should include a timeline for when these corrections will be initiated and completed. 
As stated in my previous letter, this is a Qualified Written Request under the Real Estate Settlement Procedures Act ( RESPA ), 12 U.S.C. 2605 ( e ) and Regulation X, 12 CFR 1024.35 and 1024.36. The failure to accurately report payment history is a serious matter that can cause significant financial harm. 

I reiterate my request for a comprehensive response to both this letter and my previous QWR within the legally mandated XXXX business days. Please ensure all requested documentation, including the credit reporting history, is sent to me via email at XXXX. 

Thank you for your prompt attention to these critical matters. 

Sincerely, XXXX XXXX XXXX / XXXX

Company response to consumer: Closed with explanation