Consumer complaint received 2025-09-22 00:00:00
Product: Mortgage — FHA mortgage
Issue: Incorrect information on your report — Account information incorrect
Company: Ocwen Financial Corporation
State: SC

Complaint narrative:
XX/XX/XXXX, Hurricane Helene affected our area. We placed a call requesting any assistance, a forbearance was agreed on. XX/XX/XXXX ( believed the XXXX ) a phone call was placed to PHH that we no longer needed the forbearance, referencing to remove it, or cancel it ( just we didn't need it ). The agent ID's.was written down. XXXX XXXX XXXX XXXXXX/XX/XXXX, we each were declined on credit ( unusual ). XX/XX/XXXXXXXX  ( while applying for an RV loan ) a loan officer alerted us that remarks were on our credit from PHH mortgage. ( Forebearance ) A phone call was placed to PHH, assuring it would be taken care of. ( Not at any time was it denied on the phone that PHH still considered us to have used that Forbearance ) Beginning in XX/XX/XXXX, calls placed by XXXX to get this forbearance off of our credit began again. In XXXX a dispute on XXXX  was refused to remove the comment by the " data furnisher ''. A request was placed to view the phone call placed by XXXX in XX/XX/XXXX. On XX/XX/XXXXXXXX  a letter was received by PHH mortgage stating we were " in the forbearance '' of XXXX XXXX XX/XX/XXXX ( the above mentioned months ) therefore " credit reporting '' can't be changed UNLESS an ERROR was found on their burden. ( STILL admitting they were aware it was on our credit reporting as of XX/XX/XXXXXXXX  ), then another letter was received on XX/XX/XXXXXXXX  that states the first letter ( XX/XX/XXXXXXXX  ) was incorrect and to keep the " updated response '' ( this XX/XX/XXXX letter ) & that the forbearance comment would be removed ( another indication they were aware of the forbearance comment on our credit report as of XXXX of XXXX ). Also is is a letter from " XXXX of Escalations dated XX/XX/XXXX, stated that a " sincerely apologize for the frustration and inconvenience '' and accepting responsibility for the " forbearance not cancelled as expected ''. ( another indication for the fault of PHH mortgage knowing the forbearance should have been cancelled. Also, there is a screenshot of a disputed report of XXXX  to where as of XX/XX/XXXXXXXX  that as the " data furnisher '' would not remove the comment of " forbearance, payment deferral '' in which PHH was ANOTHER indication that PHH knew or should have known that this was on my & my husbands credit for now 9 months. During this time, over 30 calls were made with all ID 's known ( we have all the ID 's times ), and as the more I became stressed, frustrated and physically ill, we received a letter of " facts '' from XXXX XXXX of the OFFICE OF OMBUDSMAN with deceptive facts. XXXX XXXX was unaware or didn't appear to be aware to when he submitted a letter that stated three things OPPOSITE of the finding already explained in PHH response letters. XXXX XXXX stated we were under the forbearance in XXXX XXXX XXXX of XXXX. Which is UNTRUE. PHH 's letter from XX/XX/XXXXXXXX  & XX/XX/XXXX to us is the factual information. XXXX XXXX made the statement that he reviewed ALL of the phone calls from XX/XX/XXXXXXXX  to XX/XX/XXXX and at 'NO TIME WAS A REQUEST MADE BY YOU TO REMOVE THE FORBEARANCE as you ASSERTED ''. First, this is only XX/XX/XXXXXXXX  and I haven't made any phone calls in XX/XX/XXXX. PHH already verified the existence of that " cancellation request '' REMOVING the information from our credit report explanation in XX/XX/XXXXXXXX  ( reference letter ). During the meantime, we have written XXXX XXXX ( CEO ) because upon ALL of this confusion, and the letter of supposed " facts '' from XXXX XXXX there is XXXX confidence whatsoever of a timely resolve to stop this mental, emotional, physical pain and torment. It was requested to investigate XXXX XXXX due that the slanderous statement calling myself a liar. This has been going on for months. Not to mention the 10 months our credit was affected. It has impacted our life, it's impacted our credit. Even XXXX XXXX explained that having a " forbearance '' impacts decision making on credit prospects in his XX/XX/XXXXXXXX  letter .. ( paraphrase ). There is one other person I need to address. Representative XXXX. One can only imagine how stressful this is on a consumer to constantly BEG a company to correct their names & credit. To find the integrity to do " the right thing ''. To stop the cloud of " worry if the people who hold their mortgage '' are honest or not. Upon receiving that letter from XXXX XXXX, we went from being happy we were consumers of PHH mortgage, however that has been damaged. We are concerned of retaliation because we can't be harmed anymore than we already have. Concerning XXXX  XXXX. On the phone with XXXX it appeared that he was trying to convince me to believe somethings were " not factual ''. XXXX raised his voice at me on that phone call on XXXX, XXXX and was referencing the confusion and I stated " I should just put this all on XXXX  or XXXX XXXX and let the world see if they can figure this out '', however it is my understanding that a derogatory comment is listed on our profile that is a " hostile '' word such as threat. That is slander as well. At best it was sarcasm to the lack of ability to problem solve within the corporation. ALL we asked WAS FOR this to be corrected AFTER we didn't want the forbearance, and in XX/XX/XXXX, I STILL called and it wasn't corrected. PHH did not remove that Forbearance in XX/XX/XXXX, because they REFUSED to REMOVE IT on XXXX  in XX/XX/XXXX. It was disputed in XXXX of XXXX. In the XX/XX/XXXX it is also stated for us to be patient that it was being removed. ( Another indication PHH was aware the comments were there. We begged this not get this far, we didn't want to write. We would say we were, then hang up the phone and talk ourselves out of it.... Yet we just can't take this anymore, and need help to resolve.it. 

XX/XX/XXXXXXXX  a letter was also received today from the Office of Ombudsman stating they saw " no error ''. the screen shots show the comments that were there. There was a misplaced screenshot on my behalf sent to the Ombudsman and it reflected the XXXX XXXX  months, and that is where it was corrected. This error should show the extreme mental, physical, emotional duress trying to call a company 30+ and take care of XXXX veteran as well. 

We have no idea WHY this was done to us. We feel slandered in a sense. WE just do.

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