Consumer complaint received 2025-12-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Ocwen Financial Corporation
State: VA

Complaint narrative:
XX/XX/XXXX - Contacted PHH to inform that my wife had switched jobs and would not be receiving a paycheck for an entire month and that I would not be able to cover my mortgage. I asked to apply for Mortgage Assistance and asked to have XXXX 's payment be deferred to the end of the loan. The Customer Service Representative indicated that was a viable option but it would be left up to the underwriting team to determine the best options. However, I was told that I could not yet apply for Mortgage Assistance because my mortgage was current and that I had to wait until I was behind before I could request assistance. 

XX/XX/XXXX - Submitted Mortgage Assistance Application with bank statements denoting the income lines. I received confirmation that the documents were received. 

XX/XX/XXXX - Was told by PHH that I needed to submit more bank statements denoting the income lines. I provided those documents the same day. It was clear in these documents that my wife did not receive a paycheck. I received confirmation that the documents were received. 

XX/XX/XXXX - Called PHH to ask how to proceed with my mortgage payment for XXXX now that my wife had received her first paycheck. They told me to make my payment and that it would be applied to the XXXX payment. I followed their instructions and made my payment. 

XX/XX/XXXX - Was told by PHH that more documentation was needed to process my application. I provided an Employment Attestation from my wife regarding the change of employment, I provided the employment contract from her previous job and her new job, and her employment calendar that included her start date. I received confirmation that the documents were received. 

XX/XX/XXXX - Was told by PHH that more documentation was needed to process my application. I provided an Employment Clarification letter explaining the end date and start date for my wife 's change of employment. I received confirmation that the documents were received. 

XX/XX/XXXX - Was told by PHH that more documentation was needed to process my application. I provided an Employment Clarification letter regarding the end of her contract from her previous job and the date of her last paycheck. I received confirmation that the documents were received. 

XX/XX/XXXX - Received a notice from PHH that my Mortgage Assistance Application had been closed due to an incomplete application because they had not received the additional documentation in a timely fashion. 

XX/XX/XXXX - I was told by PHH that I would have to file a new application and start the process all over again. I submitted a new application and confirmed with their Customer Service Representative that they still had access to all of the previous documentation that I had provided. 

XX/XX/XXXX - Was told by PHH that more documentation was needed to process my application. I provided a paystub that included the last 30-days of income. I received confirmation that the documents were received. 

XX/XX/XXXX - Was told by PHH that more documentation was needed to process my application. I provided my wife 's paystub and a letter of clarification because her paystub did not include the last 30 days of income because she hadn't worked 30 days at her new job. I received confirmation that the documents were received. 

XX/XX/XXXX - Received written notification and spoke to PHH over the phone and was told that my Mortgage Assistance application was complete, it was being sent to the underwriting team, and that I would have resolution in 30 days. 

XX/XX/XXXX - Made my mortgage payment that was credited to XXXX. Accruing late fees and reports to creditors for a late mortgage payment. 

XX/XX/XXXX - Received a written notification from PHH that more documentation was needed to process my application. 

XX/XX/XXXX - Made my mortgage payment that was credited to XXXX. Accruing late fees and reports to creditors for a late mortgage payment. 

XX/XX/XXXX- Had a scheduled phone call with PHH where they said that they had received the documents and that it would be reviewed in 3-5 business days and then over to the underwriting team for application review. 

- I asked why my application was marked as complete and then 30 days went by and I was told it was incomplete. The customer service representative did not have a clear answer for why it was now showing as incomplete. 

- The customer service representative also told me that I needed to submit the last page of the Mortgage Application because my application was about to expire. 

- The customer service representative asked me what kind of Mortgage Assistance I was looking for and I informed him that I was looking to have my XX/XX/XXXX payment be deferred to the end of the loan. He informed me that would not be possible without investor approval. I told him that during my initial conversation with PHH in XX/XX/XXXX I was told that is a viable option. 

XX/XX/XXXX - I currently have a call scheduled with PHH on XX/XX/XXXX at XXXX XXXX to discuss the status of the application.

Company response to consumer: Closed with explanation