Consumer complaint received 2025-08-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Ocwen Financial Corporation
State: NC

Complaint narrative:
I am writing to formally file a complaint regarding serious mishandling and ongoing issues with our mortgage account ( Loan # XXXX ) for the property located at XXXX XXXX XXXX, XXXXXXXX XXXX  XXXX After several months of delays, we were finally approved for a loan modification with an agreed-upon monthly payment of {$1400.00}, beginning on XX/XX/XXXX. Prior to that approval, PHH refused to accept my wife, XXXX XXXX, signature on the modification paperwork three different times, despite the fact that we submitted our marriage certificate, which is on file with PHH. We had to resend this documentation just to move forward. This caused unnecessary stress and further delayed the modification process by over five months. 
Once we were approved for XXXX and attempted to make our first payment, we discovered that the amount due was changed to {$1600.00}, contrary to the agreed terms. I immediately contacted PHH, but no representative could explain why the payment was increased. I continued to follow up multiple times and was told the matter was under investigation, yet no one ever contacted us with an answer. I had to repeatedly call on my own initiative. 
Over a month and a half later, in XX/XX/XXXX, I was finally informed that the change was due to an increase in taxes and insurance earlier that year ( XX/XX/XXXX ). However, if this was known when the modification was being finalized, that increase should have been reflected in the agreement. No representative could explain this discrepancy. This is unacceptable since that change should have been included in the modification agreement Despite making every effort to resolve the issue and make timely payments, PHH refused to remove the late fees for XXXX and XXXX, even though I attempted to pay and their system would not accept the agreed-upon amount due to their error. 
Later in XXXX, I spoke to another representative and was told that if I made three payments of {$1700.00} ( for XXXX, XXXX, and XXXX ), our account would be brought current and the payment would drop back down to {$1600.00}. I made the XXXX and XXXX payments as agreed. 
However, in XX/XX/XXXX, before I could make the third payment, I received a letter from PHH stating that the loan modification would be terminated due to a title issue. This was another shocking and unjustified reversal of our agreement. PHH charged us {$110.00} for the title, and I made three separate requests by phone for a copy. One representative sent a deed, not the title, and the others simply ignored my request. In XXXX, I mailed a letter with a partial payment and written request for the title, but PHH returned the payment and never responded to my letter or request. 
To make matters worse, in XX/XX/XXXX, PHH charged us another {$110.00} for a second title searchand once again, no title has been provided. This behavior reflects not only poor customer service but a potential violation of mortgage servicing regulations. 
Now, we are being threatened with foreclosure, despite having made every reasonable effort to comply, cooperate, and pay. PHH Mortgages conduct throughout this process has been unethical, disorganized, and negligent.

Now base on the poor service that we've been receiving from PHH Mortgage, I request this information in a Qualify Written Request ( QWR ) and they have not provided me with all the information that I requested. 

1. Confirmation of Securitization Please confirm whether my mortgage loan has been securitized. If it has been securitized, provide the full details regarding its placement within a securitized trust.

2. Trust Identification- Please provide the CUSIP number assigned to my mortgage loan and the name of the sponsored government trust holding my loan. Include any group numbers and/or identifies associated with the trust. Did not provide.

3. Proof of Contract- Please provide proof that we have an agreement regarding the terms of my mortgage. 

4. Assignment Record Please provide the date that the deed of trust was assigned to the trust along with a copy of the assignment recorded with the appropriate county authority.

5. Investor Information Identify the current investor or beneficial owner of the loan. 

6. Pooling and Servicing Agreements If applicable, provide documentation regarding the pooling and servicing agreement governing my mortgage.

7. Original Copy of Title Provide an official copy of the Title for my mortgage as well as the original Deed and the Note.

8. Provide the date the Deed of Trust was assigned to the trust along with a copy of the assignment recorded with the appropriate county authority.

9. Loan History - Provide a complete history of the loan, including all payments made, all transfers, assignments, interest applied, and any fees or charges assessed. Include all modifications or adjustments made to the interest rate or payments, and servicing records from origination to present. 

10. Any correspondence or notices sent to me related to my loan account within the past 12 months.

11. Payoff Information Provide the current payoff amount for my loan including any associated fees or penalties.

If any of the requested information is not available or exempt under RESPA, kindly provide a written explanation detailing the reason for non-disclosure.

I've also have made an partial payment to PHH Mortgage and they returned my payment.

Company response to consumer: Closed with explanation