Consumer complaint received 2025-07-10 00:00:00
Product: Mortgage — FHA mortgage
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Ocwen Financial Corporation
State: FL

Complaint narrative:
I contacted my bank to let them know I had trouble paying for my mortgage and I was asking for help in getting assistance. The company offered a financial assistance program in which I had to do three trial payments on time for an amount the day selected in order for me to receive an offer with the mortgage assistance terms that I would have to agree or disagree to accept. I explicitly asked in one of my many calls. What would happen to my credit reporting during this period as I was already being reported late for a few months given my late payments. The agent explicitly told me that my credit would not be affected during this period and that I was also free to decline or accept the offer once it came after the trial period. I went ahead and made all payments for the amount they requested on the dates they requested. Keep in mind. These payments were a lower amount of my regular mortgage payments, but I made them for that amount as I was instructed to do so by them. 

After all three months passed and all payments were done I was sent an offer for the assistance program, which I politely declined given the were quite ridiculous and were going to hurt me more financially than actually paying that late month. I was late for. I told him I would simply find a way to make up that late month instead of committing myself to the offer they had sent me. After checking my credit report which I do constantly I realize not only was I still reported 30 days late, but I was also reported 60 days late and almost reported 90 days late. I was very confused about this so I called them back and they told me that I had been underpaying and because I did not accept the offer that they sent me that I was actually responsible for the entire mortgage payment and not the lower amount that they had instructed me to pay. I explained to them that its not what I was told on the phone and that if I had known this, I wouldve never underpaid and I only underpaid because they instruct me to do so. I try to speak to multiple people and many calls over the last two months as I tried to resolve this directly with the mortgage bank. All agents refuse to help me until I finally decided to ask for a supervisor, which actually agreed with me given them miscommunication, and he said had escalated a request to make an exception to have my credit report updated so they would get rid of any late reporting that happen during those three months of the trial term. That was already a month ago and I called back just two days ago to be told that it was again refused. I asked him to check the recordings to see that they miss informed me and they refuse to do so. I even recorded my own call with the supervisor and have that data to support that the supervisor agreed with me and was trying to help me yet once again during my call XXXX days ago and speaking to a different supervisor. I was told that it was my fault and that I could not do anything about it. Now my livelihood has been affected as my credit report which was in perfect standing besides the delay payment has been now deteriorated with my points dropping dramatically and now Im unable to do anything with my credit and I am affected for the next seven years. All for trying to do the right thing and for contacting the bank to have them help me with what was supposed to be a helpful solution. It seems now Im being punished for not accepting their ridiculous terms to extend my mortgage for another 12 years with them. I am stuck, and I dont know what else to do, and this has been affecting my life deeply for the last few months and will continue to affect my life in the future, as I can no longer get credit for anything even an emergency situations. 

I asked that you please help me and trying to resolve this. Im trying to be fair and I know what I have done and not done and while I was late for many months before the trial term, which I admit to, havent been, and Im not asking for those to be removed, I can also say that the three months that were reported late, including the 60 day late reporting is not fair or real, and should not be there as I follow all instructions given by the same bank that is reporting against me. 

Thank you for your help.

Company response to consumer: Closed with explanation