Consumer complaint received 2026-04-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Ocwen Financial Corporation
State: CO

Complaint narrative:
Following my request for mortgage assistance, I received the following correspondance. NOTE : The dates indicated on the actual correspondance and and the date the correspondance was posted online are all different. The dates I'm indicating are dates when the correspondance was posted under " Documents '' on the website and I was sent an email notification. XXXX XXXX XXXX " Request for mortgage assistance was received. '' The two-page letter indicated they received my request and explained the process, but the application was not included in the correspondance. XXXX XXXXXX/XX/XXXX : " The request for mortgage assistance is incomplete. '' The XXXX version of the letter included the notification, five pages of disclaimers and other information, and the five-page application. The deadline to return the application was stated as XX/XX/XXXX. I completed the entire application, along with supporting information, and faxed the information via XXXX to the number provided. ( I have the fax confirmation from XXXX, along with a credit card receipt for fax charges. ) XXXX XXXX XXXX XXXX Information about the request for mortgage assistance. '' This two-page letter indicated that PHH did not receive the application by the deadline and " would not give further consideration to the request. '' I called PHH immediately, was transferred to several different customer representatives, all of whom told me that the paperwork was never received, despite my attempts to email copies of the fax confirmation and payment receipts. After almost XXXX minutes being transferred to different people, I requested a supervisor. This person told me that " yes, they did receive the fax, '' but the fax quality was poor and some of the numbers were smudged. At no time did PHH contact me with this informaiton or request that I resend the documentation. I reviewed what I sent them, and all of the documents were legible, at which point, I was told I would need to restart the process ( and the amount of time for approval ). I immediately created PDF documents of the application, supporting documentation, the original fax confirmation page and receipt, and a letter or explanation, and emailed the packet to an email address they provided. XXXX XXXX XXXX " Request for Mortgage assistance was received. '' This letter confirmed their receipt of the information. XXXX XXXX XXXX " Request for Mortgage assistance was received. '' This letter contained essentially the same information as the previous letter. XXXX XXXX XXXX " The request for mortgage assistance is incomplete. '' This was the same letter I received previously, with a new date for submission of XX/XX/XXXX. I immediately called and went through the same lengthy process of being transferred to several people before learning that the bank deposit documentation was considered " incomplete '' because not all of the pages in the long statements included my name, address, or account number. ( The pages that contained the actual deposits in question WERE clearly identified the account number. ) They also considered the supporting documentation incomplete because I redacted other banking information that was not required for the application ( I had previously received approval to do this. After several additional phone calls, I talked to a customer relationship supervisor, who indicated that my paperwork was, in fact, complete and scheduled a call with the assigned customer relationship manager who apoligized for the delays and confusion, promised to keep me apprised, and assured me he would personally ensure that my application would be expidited because the process had already taken over 60 days. XXXX XXXX XXXX The request for mortgage assistance is complete. '' This two-page letter indicated that the company might request additional information and provide a reasonable timeframe for submission. However, no such information has been requested by the mortgage company. XXXX XXXX " A valuation report for the property is attached. '' This three-page letter provided an updated market value report from Fannie Mae XXXX which was required for the mortgage assistance application. XXXX XXXX : " The request for mortgage assistance remains under review. '' This letter stated that the mortgage company XXXX Now Onity, previously PHH ) need additional time to complete the review. According to their records, Fannie Mae is the owner of the account, from which they already received a property valuation report. Beginning in XXXX, XXXX scheduled calls with me a 10-day intervals to update me on progress ; however, those calls were fruitless. The customer relationship manager, " XXXX '' simply repeated the same correspondence that I'd already received, along with standard disclaimer statements. I received another such call today ( XX/XX/XXXX ). XXXX did not know what was causing the delay and had not followed up with her supervisor prior to the call. At this point, I told her not to schedule additional check-in calls until she had updated information about the status of my application. In summary, I began this process in early XXXX, and as of today ( XX/XX/XXXX ), I still do not have an answer on whether PHHXXXX mortgage can offer any type of mortgage assistance ( temporary or permanently reduced payments or mortgage modification ). My husband is retired/disabled, and I have been unemployed since XX/XX/XXXX and rely mostly on our Social Security payments to cover the mortgage. I have never missed a payment with this mortgage company and am still in good standing. Although I have substantial equity in my home based on the Fannie Mae property valuation, PHHXXXX will not consider a home equity loan, as my debt-to-equity ratio has soared due to leveraging other credit to pay bills and buy groceries. I've read many similar stories about PHH Mortgage 's poor customer service and specifically, their extended stall tactics in matters or mortgage assistance and loss mitigation. PHH Mortgage reviews are largely negative due to terrible customer service, offshore representatives who are difficult to understand, and lack of transparency. Their online reputation on consumer sites such as XXXX, XXXX, and XXXX are consistently dismal. Please investigate PHH Mortgage ( now a part of XXXX XXXX ) and their fraudulent mortgage assistance and loss mitigation practices.

Company response to consumer: Closed with explanation