Consumer complaint received 2022-01-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Ocwen Financial Corporation
State: WA

Complaint narrative:
The PHH case manager did not call me as promised this morning for our XXXX AM appointment, another representative called me. The representative informed me she was calling to go over my foreclosure. I got over 300 hundred thousand equity, why would I want to foreclose I asked her, no answer. That substitute representative did not know her job and did not know how to count months the same as others of PHH. The unskilled representative had to put me on hold to seek guidance. Unskilled persons should never be put into such positions of responsibility that so greatly affects peoples lives. The call was not to go over any foreclosure, it was to go over my forbearance plan and put all amounts at the end of the loan. 
The statement about calling me to go over my foreclosure that was made today by the PHH Mortgage representative proved to me the unlawful plan to steal my home without regards to my rights under the forbearance plan. 

That representative this morning formally refused my entitlement of the remaining 6 months forbearance to be placed at the end of the loan. The representative was not able to explain the XXXX and XXXX month extra forbearance. The representative also told me the first 7 months of my forbearance was placed at the end of the loan, I corrected her telling her it was the first 12 months that was placed at the end of the loan. The representative refused to explain why my remaining forbearance is not being placed at the end of the Fannie Mae loan. The representative couldnt explain why Im being required to complete a packet for housing assistance when the PHH website, Fannie Mae and the feds say I am not required to complete any such application for housing assistance. I dont want any housing assistance, all I want is all the forbearance amounts to be placed at the end of the loan.

Todays PHH representative informed me a mortgage assistance application must be completed for any requests of the forbearance amounts to be placed at the end of the loan. I asked her ; then why does the PHH website says the housing assistance application is not required to put the forbearance amounts at the end of the loan. And, why was the first 12 months already placed at the end of the loan with only a simple phone call, I didnt receive any answers. 

I believe a major issue is PHH approving an extra two months forbearance because they do not know how to count months as they have demonstrated many times. The extra two months is whats causing the problem. Nobody of PHH has been able to explain its math to me. 

The other major issue is XXXX elderly abuse. I was not expected to survive XXXX with my XXXX XXXX XXXX  XXXX, I unexpectedly lost XXXX pounds. My speaking ability was greatly diminished, PHH knew how ill I was. Did PHH take advantage of me believing I wouldnt survive?

Again, PHH is refusing to accept my monthly mortgage payment insisting I must first pay 7 months forbearance that was due XX/XX/2022. Why 7 months? Why not 6 or 8 months?

During another phone call with a PHH representative, I was told the investors disapproved my forbearance to be placed at the end of the loan.

WHO ARE THE INVESTORS PHH representatives speak of? 

Who of the investors disapproved me and why? 

Under what authority was my last 6 months of the forbearance amount disapproved to be placed at the end of the loan? 

Why am I being required to complete a mortgage assistance application when Im not required to complete any such application and I dont want any such assistance?

Why is PHH requiring me to now wait 30 days before I will know what you are doing with my mortgage?

Did PHH close out my forbearance plan to early and now its a problem for PHH?

All I want is what Im entitled to, why wont PHH make that happen?

Company response to consumer: Closed with explanation