Consumer complaint received 2025-08-11 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: CA

Complaint narrative:
Formal Complaint : Loan Modification Misconduct and Document Forgery by PHH Mortgage.

I am filing this formal complaint regarding the unethical and potentially illegal handling of my mortgage loan modification by PHH Mortgage.

I have a 15-year fixed mortgage that I was a few years into, and I had already made approximately one year of extra payments to pay off the loan early. In XXXX, I lost my job and was unable to make a mortgage payments in XXXX XXXX. I immediately contacted PHH Mortgage and was granted a six-month forbearance.

When the forbearance ended, I was still actively seeking employment. PHH offered a loan modification that would extend the loan to a XXXX term. I signed the initial agreement in XX/XX/XXXX and made all payments under the new terms early each month. 

However, when I received the final loan modification documents, there was an unexplained $ XXXX charge. Despite calling multiple representatives and supervisors, no one could provide an explanation. I was told the issue was escalated internally and could take up to 10 days to investigate. Since I only had 10 days to return the documents, I called every other day. PHH eventually extended my document return deadline from XX/XX/XXXX to XX/XX/XXXX. 

On XX/XX/XXXX, I finally received a response stating the {$16000.00} was related to several payments that had been deferred during XXXX. With this clarification, I went to the UPS Store the same day to have the documents notarized and mailed them immediately to PHH on XX/XX/XXXX. I confirmed the mailing and delivery on XX/XX/XXXX and continued following up regularly. 

During this time, I had already made XXXX early payments under the modified terms, including a property tax payment due XX/XX/XXXX, which PHH had told me would be paid on my behalf from the escrow account included in the new loan. 

In XXXX, I discovered that PHH had denied the loan modification I asked why and for a copy of the documents that were rejected. On XX/XX/XXXX, I received an encrypted email with a password protected copy of the loan documents that were rejected, I was shocked to see that my documents had been altered and forged : My hand-written date XXXX on the signature page had been changed to XXXX. ( the XXXX was replaced with less then sign and it was in very large font a piece of paper placed over my date ) The notary page was cut into many pieces, and the section where the notary had hand-written passport as my identification was completely removed and other issues with sections being cut into a blank notary.

PHH fabricated a notary certificate by splicing together parts of unrelated forms, creating multiple forged entries. 

I escalated the issue and requested an appeal. I was instructed not to make further payments while the account was under review. I continued to follow up regularly and kept records of each call. 

In late XX/XX/XXXX I received a response, PHH claimed that the modification was denied because I " mailed it late '' despite their own agents confirming in internal notes that the deadline had been extended to XX/XX/XXXX. This also calls out that they have sever internal communication issues as things like this should be documented across all internal systems. I asked PHH to provide documentation of the extension, but they refused and said that their process XXXX to notate it in their system. As I verify things I called back a few times to check with multiple agents who all acknowledged the extension existed in their notes and confirmed that that is the process and I was covered, and I relied on those assurances. 

The notary clearly documented in her handwriting that my identification as passport in the original copy, yet PHH submitted a manipulated version removing that my passport was verified by notary writing in passport in the provided line to notate which legal document was verified. Forging notarized documents is not only unethicalit is illegal. 

While this was still under appeal, PHH asked me to submit new modification documents again, which I did. Later, I was told this second attempt was denied due to no change in circumstancessomething that was never communicated as a requirement. I was led to believe this was simply part of the process to move the modification forward. 

At every step, I have acted in good faith : I made all payments early under the proposed modified terms. 

I submitted documents on time. 

I followed all PHHs instructions and stayed in communication. 

I gave PHH multiple opportunities to acknowledge and address the forged documents.

Instead, PHH has : Provided misleading information. 

Failed to acknowledge internal errors and document forgery. 

Manipulated notary records and signature pages. 

Denied modifications based on excuses not supported by facts or their own internal records. 

Issued a Notice of Default and Election to Sell on my home. 

I have lived in my home for 11 years and have made every effort to retain it through responsible, proactive communication and timely payments. PHHs conduct has been deceitful, unlawful, and damaging. 

I am currently : Filing this complaint with the Consumer Financial Protection Bureau ( CFPB ). 

Exploring legal options for filing claims related to document forgery, misrepresentation, and failure to act in good faith. 

Reapplying for a third loan modification, although I no longer trust PHH to act fairly or legally. 

This complaint serves as a formal request for a full investigation into PHHs practices, especially the altered and forged loan modification and notary documents. I am requesting intervention to ensure I do not lose my home due to PHHs misconduct.

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