Consumer complaint received 2025-03-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: Ocwen Financial Corporation
State: CA

Complaint narrative:
I am submitting this formal complaint against PHH Mortgage and XXXXXXXX XXXX due to their mismanagement of my mortgage refinancing process, lack of communication, and actions that have severely impacted my financial standing. The negligence and delays from both entities have put me at risk of foreclosure on my home of XXXX years, despite my willingness and ability to resolve my mortgage obligation. 
Background and Timeline : XX/XX/year> : I initiated a refinancing process with XXXXXXXX XXXX to cover a balloon payment on my mortgage due in XXXX. 
XX/XX/year> : After paying for the appraisal, XXXX XXXX ( XXXX XXXX ) instructed me to hold off due to underwriter concerns about the deed language. 
XX/XX/year> : I was told to proceed with the appraisal. 
XX/XX/year> : Initially scheduled closing date for the loan ; however, XXXX XXXX delayed final approval and funding to XX/XX/year>, citing an issue. 
XX/XX/year> : I was notified of the delay. 
XX/XX/year> : XXXXXXXX XXXX denied my loan due to an income-to-loan payment ratio issue. 
Communication Failures and Financial Harm : Since XX/XX/XXXX, I have made numerous attempts to contact XXXX XXXX for resolution. However, my calls went to voicemail, and my assigned loan agent never returned my calls. Simultaneously, PHH Collections repeatedly contacted me, only to transfer me back to XXXXXXXX XXXX, where I encountered the same lack of response. 
PHH Mortgage subsequently reported my account as delinquent, significantly impacting my credit and ability to secure alternative financing. I contacted three different loan companies, all of whom declined to provide funding due to the delinquent status PHH reported. 
Attempted Resolution and PHHs Obstruction : After attending a PHH-sponsored webinar on mortgage payment difficulties, I sought assistance from Home Ownership OC., a representative from Home Ownership XXXX, reviewed my case and arranged a three-way call with PHH. However, the PHH representative we spoke to could not answer key questions. Despite repeated requests, we were unable to speak with an account manager. We were given the name of may account manager but were informed that we could not be transferred. When asked to schedule an appointment, the representative stated that I had to do it through PHHs online portal. However, no such option existed on my account portal.

Request for Resolution : I am seeking CFPBs assistance to : 1. Ensure PHH Mortgage and XXXXXXXX XXXX are held accountable for their failure to process my loan in a timely and transparent manner. 
XXXX. Remove the delinquent status from my credit report caused by PHHs mismanagement. 
XXXX. Facilitate a resolution that allows me to pay off my loan without unnecessary obstacles or financial penalties. 
XXXX. Prevent foreclosure or forced sale of my home due to PHHs and XXXXXXXX XXXX  negligent practices. 
I am fully committed to resolving this issue and fulfilling my financial obligations. However, PHH and XXXX XXXX have made it nearly impossible for me to do so. I respectfully request CFPBs intervention to address these issues before further damage occurs. 
Thank you for your time and attention to this matter. I appreciate your prompt response and any assistance you can provide in ensuring a fair resolution.

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