Consumer complaint received 2025-08-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Ocwen Financial Corporation
State: GA

Complaint narrative:
This is a follow-up to my previous CFPB complaint XXXX regarding Loan # XXXX, property address XXXX XXXX  XXXX XXXX, XXXX, GA XXXX XXXX My previous complaint documented ongoing servicing failures and new developments including inability to access online payments and incomplete account history. I am including my previous PHH response letter, which has attachments linked to supporting documents, serving as evidence of my repeated attempts to communicate, my confirmed SII status, and ongoing servicing issues. 

I am the confirmed Successor in Interest ( SII ) on this loan, with status confirmed in XX/XX/XXXX, although PHH claims it was confirmed in XXXX. I am also the XXXX XXXX of the estate as of XXXX. Under federal law ( 12 C.F.R. 1024.41, RESPA, and related CFPB guidance ), a confirmed XXXX and XXXX  XXXX has the right to request loss mitigation, including a loan modification, without being required to assume the mortgage. Despite this, I was coerced into assuming the mortgage by PHH as a condition to pursue a modification, even though it was my legal right to request loss mitigation in my confirmed capacity. I have been making all mortgage payments since XX/XX/XXXX, following the passing of the original borrower, and the deed was transferred to me in XX/XX/XXXX. 

Following my original CFPB complaint, PHH has continued to engage in what appears to be retaliatory servicing practices. For the second consecutive month, I am unable to make payments online. The system displays the following error : " Online payment scheduling is currently unavailable. The most likely reason is you have already scheduled an online payment. To see all currently scheduled payment dates, check the 'Scheduled Payments ' tile. If you have not previously scheduled a payment, or need assistance, please call XXXX. '' I haven't set up any scheduled payments and when I checked the Scheduled Payments tile, no payments are scheduled. I have set up a bill pay through my bank to ensure timely payment, but I fear that PHH may falsely claim they did not receive the payment, despite confirmation that my bank sent it. This ongoing inability to make payments, despite being current, appears retaliatory and places me at unjust risk of being considered delinquent, even though I have made attempts to pay online, sent the payment via my bank and I have consistently fulfilled all obligations. 

I have called PHH multiple times over several days, speaking with numerous agents across several departments to resolve the issue with paying online. I was repeatedly transferred, placed on long holds, and told that my account can only be handled by a special team, which representatives could not access. I have now been informed that a new Relationship Manager has been assigned to my account, and I request direct access to this Relationship Manager to resolve these ongoing issues. 

PHH has denied my modification request, despite the loan being current and never late and they've sent letters indicating that my only options are a deed-in-lieu of foreclosure or a short sale. These letters are unnecessary because I have significant equity in the home and have consistently made all payments on time. Their issuance appears retaliatory, given my legal rights as a confirmed XXXX and XXXX XXXX and my good-faith efforts to maintain the loan in full compliance. 

I am also concerned about potential escrow and fee mismanagement, which has not been adequately addressed by PHH. Since my original CFPB complaint, PHH assessed an AVM ( Automated Valuation Model ) fee and issued a second escrow adjustment within XXXX months, despite the fact that insurance and taxes were lower than their previous estimates. These actions appear arbitrary and retaliatory, further demonstrating PHHs ongoing servicing failures and lack of transparency. 

In addition, I am requestingunder my RESPA rights ( 12 C.F.R. 1024.36 & 1024.41 ) the complete, life-of-loan account history from origination to present, including : All payments from loan origination, including those I have made since XX/XX/XXXX as XXXX Complete escrow history from loan origination, including deposits, disbursements, shortages/surpluses, and annual analyses All fees, charges, or corporate advances assessed on the account from origination to present All correspondence and notices sent or received from origination to present, including statements, default notices, escrow/insurance letters, and modification communications All servicing notes, collection notes, and internal account comments from origination to present An agent informed me that, because the account has been assumed, I will not see this history. However, I was coerced into assuming the mortgage in order to pursue a modification, even though it was my right to request loss mitigation as a confirmed XXXX and XXXX XXXX. This does not eliminate my right to access the full loan and escrow history. 

I am requesting : Immediate restoration of online payment access. 

Direct access to the new Relationship Manager assigned to my account. 

Provision of the complete account history from loan origination to present, including payments, escrow, fees, and all communications. 

Assurance that my confirmed XXXX and XXXX  XXXX status is fully recognized and that no adverse action will occur due to these ongoing servicing failures. 

These issues collectively interfere with my ability to maintain the loan in good standing and reflect repeated servicing failures by PHH, all occurring after the original CFPB complaint, further demonstrating retaliatory behavior and obstruction despite my good-faith efforts to pay. 

Sincerely, XXXX XXXX Attachments/Supporting Documents : Previous PHH response letter with linked attachments Call logs documenting all calls, which demonstrate that I was consistently reachable and actively engaged with PHH, directly contradicting any suggestion that I was difficult to contact

Company response to consumer: Closed with explanation