Consumer complaint received 2025-09-05 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: CA

Complaint narrative:
A request was made to reopen a modification agreement and allow reconciliation of the notarized documents submitted for the modification It appears that there may have been an error regarding the signatures on the notarized documents and the " timeliness of meeting a PHH deadline. '' This is a summary of interactions with PHH : XX/XX/XXXX, a Mortgage Eligibility letter from PHH was received via email informing me that I was eligible for the FHA COVID-19 RECOVERY STAND ALONE PARTIAL CLAIM PACKET along with instructions on how to complete it. The document was completed and notorized and sent via XXXX  to PHH on XX/XX/XXXX. 

On XX/XX/XXXX, I tracked the XXXX letter to determine if it had been delivered and it was verified that the psckage was delivered and signed for by PHH staff on XX/XX/XXXX. 

XXXX XXXX received a phone call from PHH on XX/XX/XXXXXXXX  from XXXX XXXX XXXX XXXX who identified herself as the " Relationship Manager '' for PHH. She spoke with XXXX XXXX letting her know the package was received on XX/XX/XXXX and told her the next mortgage payment would be due XX/XX/XXXX. XXXX, also informed XXXX that the modification was successful, the payments would be put on the end of the mortgage and the documents were in underwriting and we would also receive a confirmation by postal mail that the modification was approved. 

XXXX XXXX XXXX XXXX called again on XX/XX/XXXX and spoke to XXXX XXXX. XXXX asked her what the call was regarding, XXXX said she wanted to again confirm receipt of the modification documents and the payment agreement and extended congratulations to XXXX on the " Approval '' of the Modification. 

On XX/XX/XXXX, an agent from PHH # XXXX called to tell us that the modification application had been rejected and demanded full payment, claiming underwriting said there were signature discrepancies with our Notary. We had never heard of such. XXXX informed the agent that there was never any mention of this from XXXX and asked to speak to someone in a U.S. call center due to a serious language barrier. XXXX was then transfered to an agent by the name of " XXXX '' who told her a complete lie about the underwriting criteria and she told XXXX that we'd have to start the process all over again and there was nothing she could do. PHH agents continued to call and harass us repeatedly after that. We received a total of 5 calls that day demanding payment. XXXX recorded the last phone conversation with them for our records. We then got the denial letter in the mail on XX/XX/XXXX stating we had not turned in our documents before the deadline of XX/XX/XXXX, which was totally inaccurate. The letter never mentioned anything about an underwriting issue. 

PHH has since continued to make threats about foreclosure proceedings to date. PHH never told me or my daughter that we could go and get notary documents re-signed. 

In addition, we were not aware of, had no prior knowledge that PHH was operating under time constraints/a deadline on their end. No one explained that to us. 

We contacted FHA and spoke to a representative and told her what was happening. She then contacted PHH and was also informed " that there was not enough time to resend documents after review ( because the deadline was XX/XX/XXXX ), therefore the offer was denied. '' However, the " deadline '' was not our doing. Was the FHA representative informed that we ( me and my daughter ) were not the cause of the deadline " non-compliance? '' In good faith, we followed instructions given to us verbally and via email by PHH as to what our role would be in getting documents notarized and returned to PHH in a timely manner. The specific circumstances surrounding the missed deadline for the loan modification was not a result of any neglience on our part. 

We should not be penalized for " missing the deadline '' because PHH was not able to meet " their '' deadline. We had nothing to do with that. We did not breach the agreement ( contract ). Again, the modification was not approved because of PHH 's inability to meet " their '' deadline, not our negligence. 
. 
Also, I would like to think an organization like PHH would have contingency plans and playbooks in place to address disruptions and delays. The " signature '' problem could have been easily resolved by resending documents via email and have them notarized again. We were not given that option.

Company response to consumer: Closed with explanation