Consumer complaint received 2020-05-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Ocwen Financial Corporation
State: CA

Complaint narrative:
California has been shut down since XX/XX/XXXX. We have not been allowed to go to work. I applied for Covid 19 forbearance in XXXX and have a receipt. Ocwen/PHH/XXXX XXXX ( not sure who is the real servicer ) said I used the wrong account number and asked me to reply with it - I did and your response was that I needed to send a qualified written letter. PHH could have easily found my account using my email address and updated my account that I had requested Covid Relief. After checking my account, I realized nothing had been updated. I filed a covid 19 form again online in XXXX and received an email today, XX/XX/XXXX that I need to call a relationship manager, which I did and the person was not available. 

I want my account corrected that I applied for Covid19 relief in XXXX and late charges reversed. I also want my portal fixed so that I can access my account information and statements. PHH has now turned off my portal so that I can no longer have access to my statements and loan information. I want the forbearance of three months tacked on to the tail-end of the loan as it is done with the FHA loans and my XXXX XXXX XXXX loan. PHH is stating that the lump some of three months is due at the end of forbearance. Because of the pandemic, the State of CA did not allow us to work - we need help with these monthly mortgage payments for at least three months. 

Below is a copy of my first receipt - I can provide others if needed : -- -- - Forwarded Message -- -- - From : " XXXX '' XXXX To : " XXXX '' XXXX Sent : Wednesday, XX/XX/XXXX, XXXX XXXX PDT Subject : Important Information Concerning the Mortgage Account Dear Customer, The information you provided in our web form is invalid. Please resubmit your account details or respond with an account number and your property address so we may authenticate your account. Also, please include the type of loan you have to assist us in addressing your inquiry properly. 

If you have any further questions, please contact us through our website at XXXX or call Customer Care at ( XXXX ) XXXX during the following hours : Monday Friday XXXX XXXX ET PHH Mortgage Services , LLC XXXX XXXX XXXX XXXX. XXXX, NJ XXXX This communication is from a debt collector attempting to collect a debt ; any information obtained will be used for that purpose. However, if the debt is in active bankruptcy or has been discharged through bankruptcy, this communication is purely provided to you for informational purposes only with regards to our secured lien on the above referenced property. It is not intended as an attempt to collect a debt from you personally. 



The information contained in this communication is confidential information intended only for the personal and confidential use of the individual or entity to which it is addressed. If you are not the addressee indicated in this message ( or an authorized agent responsible for delivery of the message to such person ), you are hereby notified that you have received this communication in error and that any review, dissemination, copying or unauthorized use of this message is strictly prohibited. In such case, you should destroy this message and kindly notify the sender by reply email. 



If you wish to change your consent to receive emails from PHH in the future, please contact us to update your account. When you provide your email address, we may use it to send you important information about your account. 

PHH email response when they asked me to reply with my account number ( note, my name is not XXXX ) : Dear XXXX, If you wish to request information or assert an error relating to the servicing of your mortgage loan, including any Qualified Written Requests, you must use the address below and include your name, your mortgage loan account number, property address and a statement of either the information you are requesting or the error you believe has occurred : PHH Mortgage Services XXXX. XXXX XXXX XXXX, NJ XXXX This account has been assigned a Relationship Manager as a single point of contact. If you have any questions regarding the account or options that we may have available, you may reply to this email or contact our Home Retention Department at XXXX XXXX ) XXXX to speak with the Relationship Manager, XXXX XXXX. XXXX XXXX is your designated contact for inquiries and the submission of documents as needed. 

XXXX C/O PHH Home Retention Department is available during the following hours : Monday Friday XXXX XXXX ET For your protection, we have removed any personally identifiable information from your original inquiry. 

This communication is from a debt collector attempting to collect a debt ; any information obtained will be used for that purpose. However, if the debt is in active bankruptcy or has been discharged through bankruptcy, this communication is purely provided to you for informational purposes only with regards to our secured lien on the above referenced property. It is not intended as an attempt to collect a debt from you personally. 

The information contained in this communication is confidential information intended only for the personal and confidential use of the individual or entity to which it is addressed. If you are not the addressee indicated in this message ( or an authorized agent responsible for delivery of the message to such person ), you are hereby notified that you have received this communication in error and that any review, dissemination, copying or unauthorized use of this message is strictly prohibited. In such case, you should destroy this message and kindly notify the sender by reply email. 

If you wish to change your consent to receive emails from PHH in the future, please contact us to update your account. When you provide your email address, we may use it to send you important information about your account. 

Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- From : XXXX XXXX XXXX To : XXXX Subject : Re : Important Information Concerning the Mortgage Account Date : XX/XX/XXXX XXXX XXXX EDT Caution : This email has originated from outside of our organization. DO NOT CLICK on any link or attachment unless you recognize the sender and the content is safe. 
Caution : This email has originated from outside of our organization. DO NOT CLICK on any link or attachment unless you recognize the sender and the content is safe. 

Resubmitted today - did not see this email previously. 
This is for Account # XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Thanks you. 

XXXX XXXX XXXX

Company response to consumer: Closed with explanation