Consumer complaint received 2025-01-15 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: NY

Complaint narrative:
Subject : Complaint Regarding PHH Mortgages Mismanagement of Loan Modification and Discount Payoff Process Summary of Complaint : I am filing this complaint regarding PHH Mortgages failure to provide adequate assistance, transparency, and accurate information during my attempts to resolve a delinquent mortgage. This account pertains to the estate of XXXX XXXX, who passed away 15 years ago. Despite my repeated efforts to work with PHH Mortgage to secure a loan modification or discounted payoff, I have encountered significant obstacles due to their mismanagement, misinformation, and lack of clear communication. 

Details of the Complaint : XXXX. Misinformation Regarding Liens : Initially, PHH Mortgage claimed there was only XXXX XXXX on the property. However, it was later revealed that there are XXXX liens, which caused significant delays and confusion in resolving this matter. This crucial oversight by PHH severely impacted my ability to reach a resolution. 
2. Loan Modification Mishandling : I was informed that my loan modification was approved ; however, PHH failed to provide the necessary documentation in a timely manner to facilitate payment. Despite repeated calls, I was unable to get a clear explanation of the approved modification terms or the payment amounts required.

3. Poor Customer Service and Inconsistent Information : Every time I contact PHH Mortgage, I am told conflicting information about my account and the resolution process. Representatives, many of whom appear to be poorly trained and located overseas, provide inconsistent updates and fail to address my concerns effectively.

I have faced excessive wait times during calls, only to be provided with incorrect or irrelevant information.

4. Refusal to Work with Me Despite Improved Financial Situation : Despite my current financial situation being different and my willingness to work out a resolution, PHH Mortgage has refused to provide meaningful options. Their refusal to engage constructively has left me with no viable resolution despite my repeated efforts. 
5. Failure to Accommodate or Provide Transparency : PHH Mortgages actions, including their delays, lack of transparency, and refusal to collaborate, have caused undue stress and financial harm. Their negligence in handling this estates mortgage is unacceptable.

Desired Resolution : I am seeking the following : 1. A clear and timely resolution of the loan modification or discounted payoff process.

2. Documentation of all communications and decisions made regarding the account, including reasons for delays and denials.

3. A full review of the mishandling of this account and corrective actions to ensure accuracy, professionalism, and transparency in future interactions. 

Additional Notes : This situation involves the estate of XXXX XXXX, who passed away 15 years ago. It is critical that PHH Mortgage addresses this matter with urgency and in compliance with all applicable regulations and consumer protection laws. 

Attachments ( if applicable ) : Copies of correspondence with PHH Mortgage. 
Evidence of prior communications ( call logs, emails, etc. ).

Contact Information : Please feel free to contact me via phone or email for any further information or clarification.

Company response to consumer: Closed with explanation