Consumer complaint received 2025-10-29 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Ocwen Financial Corporation
State: NJ

Complaint narrative:
To Whom It May Concern : I am a New Jersey homeowner serviced by PHH Mortgage ( Account # XXXX ). I am filing a formal complaint regarding the handling of my loan modification and the threat of foreclosure despite my timely compliance with document requests. 

Key facts and timeline On Monday, XX/XX/year>, I was informed by phone that PHH Mortgage received my completed modification documents on that daythe stated deadline for submission. 

However, I was issued ( and have attached ) a denial notice dated XX/XX/year>, three days before the deadline, indicating my modification was rejected prior to PHHs receipt and review of my completed file. 

My foreclosure is currently on hold, but I remain at risk due to this discrepancy. 

Why I am complaining Issuing a denial before the stated deadline suggests my application was not properly evaluated and that loss-mitigation review requirements were not followed. 

I am also concerned about discriminatory and unfair practices in the handling of my modification request, as similarly situated borrowers should receive timely, good-faith review of complete applications. 

What I request Immediate investigation into the handling of my modification, including a review by Underwriting and a Loss Mitigation supervisor. 

Written confirmation that no foreclosure activity will proceed while my complete application is under full and fair review. 

A clear explanation of the basis for the XX/XX/year> denial issued prior to the XX/XX/XXXX deadline, and confirmation that my complete submission is evaluated on the merits. 

Correction of any adverse actions taken in error and prompt issuance of an appropriate loan modification or other loss-mitigation option for which I qualify. 

Regulatory notices I am submitting complaints to the New Jersey XXXX XXXX XXXX XXXX XXXXXXXX and the CFPB regarding loss-mitigation and servicing conduct, and to the NJ Division on Civil Rights and HUD XXXX regarding discriminatory and unfair practices. 

Please preserve all records, call logs, imaging timestamps, system notes, and correspondence related to my account and loss-mitigation review. 

- During a previous complaint, I requested transcripts of recorded phone conversations and log but they denied my freedom of information request becasue they stated that the logs are proprietary. I have copies of the documents/rejection letter that stated XXXX XX/XX/XXXX and I was told by a customer rep that they have my completed documents for Monday, XX/XX/XXXX, which is the due date, but I still received the letter stating that modification is being rejected. I'm scheduled to continue my mortgage payments for XXXX and I would like to begin making my mortgage payments in XXXX but it appears to me as if they want to take my property. 

During a previous complaint, I requested copies of the transcripts from recorded phone conversations and account logs. However, my Freedom of Information request was denied on the grounds that these materials were considered proprietary. 

I have copies of the documents and the rejection letter dated XX/XX/XXXX, which stated that my mortgage modification was denied. Yet, I was informed by a PHH Mortgage customer representative that my completed modification documents were received on Monday, XX/XX/XXXX, the official due date. Despite this, I still received a letter indicating that my modification had been rejected before the deadline. 

I am scheduled to continue making my mortgage payments for XXXX, and I am fully prepared to do so. However, it appears to me that PHH Mortgage is proceeding in a manner that could result in the loss of my property, even though I have complied with all requirements and deadlines. 

I am eager to resolve this matter and keep my home. Please respond in writing within XXXX business days with your findings and next steps.

Company response to consumer: Closed with explanation