Consumer complaint received 2025-06-28 00:00:00
Product: Mortgage — Reverse 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 filing this complaint against PHH Mortgage regarding their ongoing demands for repairs to my home despite already being in full compliance with FHA/HUD guidelines and after receiving loan approval for a reverse mortgage. 
Background : I have been working with XXXX XXXX of XXXXXXXX XXXX XXXX, located at XXXX XXXX XXXX XXXX, XXXX XXXX XXXXXXXX XXXX, Illinois XXXX. He is my licensed mortgage agent helping me through this reverse mortgage process. 
Loan Case # / Key : XXXX Inspections and Compliance : Two formal property inspections were conducted by licensed appraiser XXXX XXXX of XXXXXXXX XXXX : Original inspection : XX/XX/XXXX XXXX re-inspection : XX/XX/XXXX The appraiser certified that : The garage is a XXXX garage, partially used as storage. 
The garage door remains fully functional, with no health or safety issues. 
The cost to revert the garage back to full original use is under {$500.00}, and the property meets all FHA/HUD minimum requirements under Handbook 4000.1. 
These inspections were conducted at the request of the lender, XXXX XXXX. 
No other inspections were done within the last 3 years. 
Despite this, PHH continues to demand that work be completed by XX/XX/XXXX even though the reverse mortgage loan has already been approved. 
Waiver Request Ignored : On XX/XX/XXXX, I submitted a written waiver/exception request directly to PHH Mortgage XXXX asking them to : Acknowledge the functionality of the garage as already verified in both appraisals Withdraw the repair requirement, as it is imposing unnecessary stress and financial burden Provide a written explanation for the continued request To date, I have received no reply from PHH regarding that letter. 
Ongoing Harassment & Lack of Communication : PHH continues to call me weekly, asking whether the unnecessary work has been completed. Ive made repeated attempts to speak with upper management, but : I am always routed to customer service, who can only read notes in the system. 
No one can explain why this work is still required. 
My agent, XXXX XXXX, has also tried repeatedly to reach someone at PHH in management with no success. 
Impact on My Well-Being : This situation has caused me unnecessary XXXX XXXX, XXXX and frustration. The repeated calls, lack of answers, and the looming deadline to complete work that experts have already deemed unnecessary is affecting both my mental and physical XXXX 
I have owned this home since XX/XX/XXXX, with no structural changes made to the garage. Ive worked with two previous reverse mortgage companies, and this issue never came up in the past. 

Requested Action : I respectfully request that the Consumer Financial Protection Bureau investigate PHH Mortgage for the following : Requiring unnecessary repairs on a home that has been professionally certified as compliant Failing to respond to formal written requests for clarification Denying access to management-level staff for case resolution Repeatedly calling and placing undue stress on a borrower despite loan approval and compliance I am prepared to provide copies of the appraisal reports, waiver request letter, and call logs to support my claim. 

PHH Mortgage Contact Info : PHH Mortgage XXXX XXXX XXXXXXXX XXXX XXXX XXXX, FL XXXX Phone : XXXX Thank you for your time and assistance in this matter.

Company response to consumer: Closed with explanation