Consumer complaint received 2025-11-24 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: PA

Complaint narrative:
Complaint Against : PHH Mortgage / XXXX  Loan Number : XXXX Property : XXXX XXXX XXXX, XXXX XXXX, PA I am filing this complaint because PHH Mortgage ( and prior servicers ) have mishandled my mortgage for decades, failed to provide accurate information, failed to assist during severe hardship, and caused substantial financial, emotional, and medical harm. I am requesting immediate CFPB intervention. 
1. Co-borrower Removed Without Consent My ex-husband was originally on the mortgage. Over multiple servicing transfers, his name was removed without my knowledge, signature, or consent. I never authorized this and was never notified. I was left solely responsible for the loan without explanation.

2. Property Abandoned and Destroyed by Third Parties My ex-mother-in-law and other family members lived at the home for years and were paying the mortgage from their own account. I believed the home was being maintained. Instead, they abandoned it without telling me, leaving it unsecured, vandalized, and severely damaged. The property is now uninhabitable, structurally compromised, and a fire hazard. There have been multiple fires on XXXX XXXX and the home sits only feet from an occupied house. I live in constant fear of a fire or collapse. 
3. PHH Provided Incorrect or Misleading Information for Years I repeatedly contacted PHH reporting vandalism, abandonment, safety hazards, and hardship. PHH either dismissed my concerns, failed to escalate them, or provided conflicting and inaccurate information. I was denied modification, discouraged from pursuing a Deed-in-Lieu, told a short sale would ruin my credit, and never informed of damaged-property DIL programs. I was never given proper guidance despite years of hardship reports.

4. Medical and Emotional Harm This situation has severely affected my health. I suffer from XXXX, XXXX, and XXXX XXXX and have been prescribed sleep medication because I can not rest due to the ongoing fear of fire, liability, or financial collapse. I am a nurse and this distress affects my ability to function safely at work. 
XXXX. XXXX Blocked My Attempt to Sell the Home I secured a buyer for an as-is sale, but the XXXX XXXX XXXXXXXX XXXX refused XXXX allow the sale unless the house was brought to full code compliance. This is financially impossible due to the extent of destruction. This left me unable to sell the property, repair it, or safely access it. 
XXXX. Servicer Misconduct : Forced Modification Before DIL Most recently, PHH informed me that I must be evaluated for a loan modification first before they can review a Deed-in-Lieu. This is false and violates CFPB loss mitigation rules. Under 12 CFR 1024.41, a servicer must evaluate the option the borrower requests. A servicer can not force a modification or require one as a prerequisite. PHHs statement was misleading, harmful, and incorrect.

7. Financial Harm I have continued making payments on a home I can not use or access. I even paid half the mortgage through XXXX XXXX when I believed my ex-mother-in-law was still living there. I took a {$3000.00} loan to cure delinquency caused by her. I have significant credit card debt because of keeping this mortgage current. This has been a long-term financial burden. 

What I Am Requesting : Immediate review of my Deed-in-Lieu request Full deficiency waiver Written explanation of why my co-borrower was removed Investigation of inaccurate and misleading information provided by PHH Correction of servicing errors Protection of my credit Prompt resolution due to the urgent hardship and unsafe property conditions I have submitted or am submitting a full hardship packet, including my hardship statement, servicer misconduct letter, Deed-in-Lieu request, medical impact statement, and supporting evidence.

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