Consumer complaint received 2025-06-20 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: NC

Complaint narrative:
In XX/XX/XXXX, I was notified by PHH Mortgage that we qualified for assistance via a forbearance plan due to being impacted by Hurricane Helene. Initially there was very minimal discussion about the long term process that would ensue. The representative I spoke with stated that there would be no impact to my credit, and that the payments would simply be added to the end of our loan. We initiated the 3 month forbearance plan effective for XX/XX/XXXX- XX/XX/XXXX. Communication from the company was spotty at best, and no one could ever give a definitive answer about what the next steps were. In XX/XX/XXXX, we were then notified that if we could not make the 3 months worth of payments in XXXX lump sum, our account would be considered in default on our loan. This information was NOT included when the forbearance plan was offered to us, even though I explicitly clarified what the terms were prior to agreeing to the plan. We were then placed on a flex trial modification for 3 months ; XXXX - XX/XX/XXXX to prove to the company we were capable of paying our loan. Once again, communication was minimal. We were told by representatives with PHH Mortgage that once we made all 3 payments of the flex trial, our loan would be officially modified and we would resume payments thence forth. We signed the loan modification with a public notary and returned the official loan modification documents to PHH Mortgage on XXXX XXXX. I was told that I would be receiving communication from the company regarding the official approval of the loan modification. These documents stated our first payment of the modified loan was due XX/XX/XXXX. Beginning XX/XX/XXXX, I attempted to call the company multiple times to clarify the payment details and make the payment, as my online account would not let me make a payment. When I tried calling to make the payment, I was sent to voicemail every time, and the recording stated that my loan did not qualify to make a payment over the phone. From XXXX XXXX XXXX I called the company more than a dozen times and left at least XXXX voicemails. NO ONE RETURNED A SINGLE PHONE CALL. A few days later I attempted calling again, as now my online account stated the first payment of the modified loan wasnt due until XX/XX/XXXX. The representative I spoke with stated that although the loan modification document stated the payment was due XX/XX/XXXX, the loan modification was still under review at this time and I didnt have to pay a payment at this time. Because of this phone call and the fact that my online account stated the next payment was due XX/XX/XXXX, I didnt make a payment. XX/XX/XXXX I receive an email notification that my payment is past due. When logging into the online account, it now states that my payment was due XX/XX/XXXX, and the payment is now 19 days past due. I called to clarify this information and the representative I spoke with told me that yes my payment was due XX/XX/XXXX, although the loan modification was not officially approved until XX/XX/XXXX. This representative then stated that if I were to incur any late fees, I was free to dispute those charges. I asked how this was fair and how this made sense as my loan modification wasnt official until XX/XX/XXXX, to which she responded that I have until the end of the month to make the payment.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation