Consumer complaint received 2025-07-31 00:00:00
Product: Mortgage — VA mortgage
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Ocwen Financial Corporation
State: TX

Complaint narrative:
During XX/XX/XXXX, my family experienced financial difficulties due to a variety of emergency situations. I applied for a forbearance with PHH Mortgage for the months of XXXX, XXXX, and XXXX. After review of our mortgage status, I realized that we were not in a financial position to pay the full balance owed. My first Mortgage Assistance Application ( MAA ) was completed on XX/XX/XXXX. After a few back-and-forth of needing additional information and completions, the final package was completed on XX/XX/XXXX and approved in XX/XX/XXXX. In XXXX of XXXX, my wife and I noticed missed payment reporting for the months of XXXX, XXXX, and XX/XX/XXXX on our credit report. Below is a series of events that have since occurred. 

XX/XX/XXXX - I spoke with XXXX, from PHH Mortgage Customer Care, who assisted me in filing dispute for these reports. 
XX/XX/XXXX Email from PHH Research Team that payments correctly reflect on the report. 
XX/XX/XXXXXXXX  Spoke with XXXX XXXX, Escalation Supervisor, and Customer Care Representative on why payments were reported late during MAA, and the information I received was that they did not receive payment during the trail period. I replied with Trial period? What is that? And why did my PHH relationship manager never mention that. She set up an emergency meeting with my relationship manager, whom I have not heard from. 

No one explained to me that there was a trial period during the first three months of MAA. If this is the case, why was I told on XX/XX/XXXX that if I could not make the full payment of {$7800.00}, they would not accept any monthly payments ( as I attempted to make XXXX payment of {$1900.00} ). I also have email documentation of my request to make additional payments to rectify the situation, as I started my second job, with the only response from PHH is they wanted documentation on the second job. If there was a trail period in place to ensure I can make the agreed upon new mortgage payments, why did they deny payment? I have all documents received and email traffic supporting my statements. The following information is from PHH sent on XX/XX/XXXX and the only documentation I can find on a trail plan. 

Loan Modification permanently modify terms of the existing mortgage loan which may include but is not limited to changes to the interest rate, monthly payment amounts, extended maturity date and / or a balloon payment. Accountholder ( s ) might be required to complete a Trial Period Plan. A trial period plan offers immediate payment relief and allows time to ensure that the estimated new monthly mortgage payment is manageable. The trial period is temporary, and the existing mortgage lien remains in effect and unchanged during the trial period. 

XX/XX/XXXX Spoke with XXXX and requested documentation on the agreed upon trail plan. He could not find documentation that supports a trial period was in place. 

Is it legal for PHH to claim I missed payments, when PHH denied payments? Is it legal for them to report missed payments when no agreed upon trial period payment existed?

Company response to consumer: Closed with explanation