Consumer complaint received 2025-07-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Ocwen Financial Corporation
State: MN

Complaint narrative:
Subject : Mishandled Loan Modification Repeated Denials Due to Servicer Miscommunication & Delayed Clarification of Name Change Requirements Summary : I am filing a formal complaint against my mortgage servicer, PHH Mortgage ( a division of XXXX XXXX ), for repeatedly mishandling my loan modification process over the course of several months. Despite my good faith efforts, timely submissions, and ongoing payments, I have been met with unclear and shifting requirements. Most recently, after finally clarifying the true issue that caused multiple rejections my legal name change I was still denied based on an unreasonable and previously undisclosed deadline. I believe their miscommunication and procedural failures have caused unjust harm and unnecessary foreclosure proceedings. 

Detailed XXXX : I purchased my home under the name XXXX XXXX. My legal name is now XXXX XXXX. 

On XX/XX/year>, I received a loan modification agreement that required signatures from XXXX XXXX, XXXX XXXX, and XXXX XXXX. 

I returned the signed and notarized agreement on XX/XX/year>, signing only as XXXX XXXX, as I was never informed that I needed to sign using both names ( i.e., XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). I no longer use ID under my former name and was unaware that this was an issue. 

I submitted additional signed agreements on : XX/XX/year> XX/XX/year> XX/XX/year> XX/XX/year> XX/XX/year> Each submission was rejected for alleged notary errors ( e.g., not listing the type of ID used ), but at no point during these rejections was I told that my signature format was the actual issue. 

During this time, I also had frequent phone contact with my mortgage servicer, including on : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, and I sent a written message via their client portal on XX/XX/XXXX. 

Despite all this communication, no one explained the name/signature issue to me until a phone call with my relationship XXXX on XX/XX/year>. 

At that point, I was finally told that I needed to sign the documents as XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and that my marriage certificate could serve as sufficient documentation for notarization. 

I immediately acted on this, located a notary willing to accept my marriage certificate, and submitted the corrected document on XX/XX/year>. 

However, it was rejected again this time because it was allegedly received too late, citing an internal deadline of XX/XX/year>. 

The only deadline I was ever provided in writing was XX/XX/year>, and my representative verbally told me that the servicer allows up to 30 days beyond the original deadline which would explain the XX/XX/XXXX reference. However : I was not informed of the correct signing requirement until XX/XX/XXXX, That left me a XXXX window to sign, notarize, mail, and have it delivered a completely unreasonable and unattainable expectation. 

Despite submitting the corrected version just XXXX days later, they refused to accept it. 

I have continued to make all my mortgage payments in good faith during this entire process. 

I have consistently complied with every request to the best of my ability, and each delay was caused by lack of clarity or last-minute changes from the servicer. 

This is not just frustrating it is harmful, misleading, and feels like a systemic failure to uphold fair lending and servicing practices.

Company response to consumer: Closed with explanation