Consumer complaint received 2025-02-20 00:00:00
Product: Mortgage — Conventional home 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: FL

Complaint narrative:
I am writing to formally file a complaint against PHH Mortgage Services due to significant errors made by this company that could potentially result in the loss of my only property. I would like to provide a detailed background of my situation to help fully understand the challenges I am currently facing. 


FACTUAL BACKGROUND 1. Loan Modification Agreement XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX  : I signed and approved a Loan Modification Agreement that required monthly payments of {$780.00}, starting on XX/XX/XXXX. ( Annex A ) I understood this agreement to be valid and binding and acted in good faith to comply with its terms. However, before sending my first payment for XXXX XXXXXX/XX/XXXX, I contacted PHH Mortgage Services because I continued to receive letters mentioning Early Intervention and potential assistance, which raised concerns as I already had an approved Loan Modification Agreement. 

XXXX. Unilateral Cancellation and Imposition of a New Agreement Without providing any proper notice : I learned that PHH Mortgage Services unilaterally canceled the signed loan modification agreement and, on XX/XX/XXXX, issued a new loan modification requiring monthly payments of {$930.00}. ( Annex B ) I never agreed to or approved this new loan modification, nor was I informed that the original loan modification was being canceled. 

3. Confusing and Conflicting Communications : Upon contacting PHH, I was informed by a representative that the XX/XX/XXXX loan modification agreement was not in the system and that there was no active loan modification at that time. This information was repeated multiple times, which was extremely confusing, as I had already signed and approved the XX/XX/XXXX agreement. 

4. Pressure and Threats of Foreclosure : On XX/XX/XXXX, I received an email from PHH Mortgage Services stating that a trial plan payment of {$930.00} was past due. It warned that if payment was not received by the end of the month, the loan modification offer could be revoked, and foreclosure proceedings could continue. ( Annex C ) 5. Customer Service Incompetence : On XX/XX/XXXX, I received a call from a PHH Customer Service Representative demanding payment of {$15000.00} for late payments, fees, and penalties. I explained that there was a mistake and that the issue was already in court. However, the representative was unaware of this. 
Immediately after the call, I contacted XXXX XXXX XXXX, Consumer Account Analyst at PHHs Office of the Consumer Ombudsman, and left an urgent voicemail requesting a callback. As of today, no response has been received.

6. Unanswered Requests for Resolution : On XX/XX/XXXX, I emailed the Plaintiffs attorneys suggesting a straightforward resolution : to honor the Loan Modification Agreement I signed on XX/XX/XXXX, and disregard the imposed agreement, which resulted from PHHs error. If this is done, the matter will be resolved, and all court proceedings would be terminated. ( Annex D ) XXXX. Emotional and Financial Distress : I am constantly harassed, stressed, and emotionally unstable due to PHH Mortgage Services incompetence. It seems that PHH is not interested in resolving this matter fairly. Despite almost a year of back-and-forth, PHH has never offered a resolution to help me keep my home. Instead, they appear determined to take my property, possibly due to the significant equity I have accumulated. 

8. On XX/XX/XXXX, I received a letter from PHH stating that my account was no longer eligible for the loan modification offer because the accountholders failed to make the initial trial payment within the required timeframe. ( Annex E ) This statement is confusing and deeply disturbing, as PHHs inconsistent communications prevented me from making any payments or understanding the requirements. ( Annex E ) MY POSITION PHH Mortgage Services actions are not only confusing but also unfair. They : - Canceled a valid and signed loan modification agreement without notice. 
- Issued a new, more expensive modification that I never approved or signed. 
- Provided conflicting and misleading information. 
- Ignored my attempts to resolve the issue. 
I believe that PHH Mortgage Services can not enforce an agreement that I never approved or signed while completely disregarding the agreement I signed on XX/XX/XXXX. It is my understanding that for a contract to be enforceable, it must be signed by both parties. 

ESCALATION AND NOTIFICATION To ensure that all parties are aware of this situation and to seek a fair resolution, I am copying this letter to : - Office of the Attorney General of Florida - Ombudsman, Federal Housing Finance Agency ( FHFA ) I am taking this step in the hope that by bringing this matter to their attention, PHH Mortgage Services will take the necessary actions to rectify the situation and provide the appropriate assistance. 

CONCLUSION I kindly request that PHH Mortgage Services acknowledge the situation I am in and correct my file accordingly. I hope to receive a prompt and understanding response so this matter can be resolved fairly and efficiently. 

Thank you for your attention and consideration.

Company response to consumer: Closed with explanation