Consumer complaint received 2026-04-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Ocwen Financial Corporation
State: TX

Complaint narrative:
I am filing this complaint due to ongoing servicing errors, misrepresentation, and mishandling of my loss mitigation application by PHH Mortgage ( Onity ), which have directly caused financial harm and placed my home at risk. I have been in an active loan modification process since approximately XX/XX/XXXX. Over the course of nearly 10 months, PHH has repeatedly claimed that my application is incomplete, despite multiple submissions of requested documents. I have received numerous conflicting notices, including repeated acknowledgments of receipt followed by incomplete determinations without clear or consistent explanation. Recent events demonstrate serious servicing failures : XX/XX/XXXX : PHH issued a written payment deferral offer, stating I had until XX/XX/XXXX to accept. XX/XX/XXXX : I was contacted by a PHH relationship XXXX ( XXXX XXXX, who incorrectly stated that I had already accepted the deferral. I clearly stated that I had NOT accepted and needed time to make an informed decision. That same day ( XX/XX/XXXX ) : PHHs system reflected that the deferral was approved, and I received a written Payment Deferral Agreement confirming approval and that my next payment would be due XX/XX/XXXX. Between XX/XX/XXXX and XX/XX/XXXX : PHH reversed my account status, and the system began showing that I was nearly 90 days past due. Subsequent call : The same relationship XXXX admitted that she informed underwriting that I did NOT want the deferral, which is false and directly contradicts the recorded call I possess. XX/XX/XXXX ( approx. ) : I attempted to accept the deferral and was told it had already been declined. As a result : I was forced to make a payment of approximately {$5400.00} under pressure to avoid crossing the XXXX delinquency threshold. PHH is now claiming that my deferral must be re-reviewed, despite having previously approved it in writing. I have received no written denial or explanation for the reversal of the approved deferral. At the same time, PHH continues to assert that my loan modification application is incomplete, while also previously stating that a modification was not evaluated because the deferral was considered a higher-ranked option. These positions are contradictory and demonstrate a failure to properly evaluate my loss mitigation options. Key Issues Improper revocation of an approved payment deferral based on incorrect internal reporting Inaccurate account status reporting, including reversal from current to XXXX days delinquent Failure to properly process and evaluate loss mitigation application over an extended period ( XXXX months ) Repeated and inconsistent incomplete application determinations despite multiple submissions Financial harm caused by servicer error, including a forced payment of ~ {$5400.00} Misrepresentation by servicing personnel, acknowledged by the representative involved Requested Resolution I am requesting the following : Immediate reinstatement of the originally approved payment deferral, or written explanation for its revocation Correction of my account status to reflect accurate delinquency and loss mitigation status A complete and accurate accounting of my loss mitigation review, including all documents received and any alleged deficiencies Confirmation that my loan modification application will be fully and properly evaluated without further delay Reimbursement or credit for the payment made under pressure as a result of servicing errors Assurance that no foreclosure or adverse action will proceed while this complaint and my loss mitigation review are pending Additional Notes I have documentation supporting all of the above, including : Payment deferral offer and approval letters Multiple loss mitigation notices Recorded call demonstrating that I did not decline the deferral This situation reflects a pattern of servicing errors and mismanagement that has materially impacted my account and financial position. I am requesting immediate regulatory review and corrective action. Submitted by : 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