Consumer complaint received 2026-01-22 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: Ocwen Financial Corporation
State: CO

Complaint narrative:
PHH Mortgage has been extremely slow to provide answers and inaccurate in the answers they provide regarding the sale ( VA to VA Loan assumption ) and release of liability of the home. They originally provided incorrect information by stating an assumption packet they previously sent out was the correct paperwork for the third party buyer to submit. It was confirmed with them multiple times before submitting this packet that it was the appropriate packet for the sale of the house to a third party buyer. Multiple customer service employee 's and " escalation managers '' confirmed this was the correct paperwork. After the paperwork was provided to the buyer and submitted, PHH began to process the packet, even requesting additional information and documentation from the buyer. 

After approximately XXXX weeks of having the packet, they began to question if this was the correct packet. It took another approximate XXXX and a half to XXXX for PHH to figure out what the appropriate paperwork was, and another several days to provide the correct paperwork. Due to PHH 's extremely slow and inaccurate response times, the original closing date has been missed, and the secondary closing date will be missed. The issue is so convoluted and complicated on PHH 's part that we are unable to estimate a closing date because their process is so difficult. PHH claims they can not communicate directly with their " assumption '' team or department and further refuse to let me talk directly to them. Any questions about this process must routed to the " assumption team '' which is done internally via a XXXX Teams " inquiry '' and it takes XXXX business for a response. In previous responses from them, their answer does not address the topic of the question let alone answer the question. This leaves myself and the buyer in a position where we don't what the problem is and we also don't know how to move forward. 

This issue is causing a great deal of stress to myself, a former XXXX XXXX XXXX and the buyer ( current XXXX XXXX ). I am a XXXX XXXX  and this process and incompetence feels like discrimination due to the fact that we are both military service members and PHH gets very little financial benefit from a VA loan assumption. The level of incompetence and difficulty getting any answers or getting the process to move seems to be manufactured incompetence designed to discourage myself and the buyer from moving forward with the assumption process. 

This is also placing a massive financial strain on both myself and the buyer. Due to their extremely inaccurate information and long turn around times, I am in a situation where I can not make future living arrangements because PHH can not provide any form of answer as to what is going on with the assumption process. Their process and inability to answer questions accurately will likely result in me being homeless for a short period of time. Additionally the buyer based her current living situation off the closing date, and is now in a poor living situation due. The only reason the original closing was missed was because of PHH. All other necessary documentation and processes have been completed and PHH is the only entity holding this up.

Company response to consumer: Closed with explanation