Consumer complaint received 2025-09-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Ocwen Financial Corporation
State: WA

Complaint narrative:
URGENT : PHH Improperly Closed Active Deferral - False Contact Claim - XXXX XXXX  - Credit Reporting XX/XX/XXXX PHH closed my deferral application claiming missing information, but documentation was submitted XX/XX/XXXX and acknowledged XX/XX/XXXX. PHH failed to review for XXXX  days, falsely claimed contact attempt, then added undisclosed requirement ( circle income ) never communicated in their instructions. When I called XX/XX/XXXX, first agent acknowledged PHHs error and reopened case, then supervisor contradicted him and dismissed his actions. 

TIMELINE : XX/XX/XXXX : - XXXX PM : Submitted forbearance application with comprehensive letter explaining uninhabitable home ( licensed engineer declaration ), entire household XXXX, income under $ XXXX - XXXX PM : Submitted XX/XX/XXXX bank statement showing XXXX JOINT account ( all income included ) - XXXX PM : Submitted XX/XX/XXXX bank statement showing XXXX XXXX  account ( all income included ) - XXXX PM : Submitted additional clarification regarding XXXX payments XX/XX/XXXX, XXXX PM : PHH Customer Service confirmed : The attached documents have been forwarded for review XX/XX/XXXX : PHH claims contact attempt on this date. My complete phone records for XXXX show NO incoming call from PHH. Multiple other calls received XXXX prove phone was operational. Voicemails received XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX prove voicemail was working. PHH admits NO voicemail was left. NO email sent. NO portal message. 

XX/XX/XXXX, XXXX AM : I sent follow-up via portal requesting status update. PHH did not respond. 

XX/XX/XXXX, XXXX PM : I sent second follow-up via portal stating This is well beyond the XXXX business days. PHH did not respond. 

XX/XX/XXXX - XXXX AM PST ( XXXX hour XXXX minute call ) : First Agent : - Acknowledged PHH improperly closed my application - Stated it was PHHs error in reviewing documentation - REOPENED my case - Explained PHH wanted us to circle Lauras income on bank statements- This requirement was NEVER communicated in any prior instruction - Transferred me to supervisor Supervisor : - Contradicted first agent, claimed case closed for not receiving information - Dismissed first agent : stated he wasnt qualified, wasnt an underwriter, what he said didnt matter - Unclear if case is actually reopened or still closed - Refused to provide PHH contact phone number, stating PHH has too many numbers and it wouldnt do any good - Refused to escalate to her supervisor XXXX XXXX - UNDISCLOSED REQUIREMENTS : PHHs Instructions ( XX/XX/XXXX letter ) : Send bank statements Our Submission ( XX/XX/XXXX ) : XXXX and XX/XX/XXXX XXXX XXXX account statements showing both XXXX and XXXX XXXX XXXX, with income deposits visible PHHs NEW Requirement ( first disclosed XX/XX/XXXX - XXXX  days later ) : Circle XXXX income This requirement was NEVER communicated in : - Original forbearance instructions- XX/XX/XXXX missing documents letter - Any follow-up communication - Portal messages - Any written guidance This is textbook bad faith : changing requirements after submission, closing application for not meeting undisclosed requirement, forcing borrower to somehow guess new expectations. 

FALSE CONTACT CLAIM : PHH claims contact attempt XX/XX/XXXX. Evidence proves otherwise : My phone records show : - NO incoming call from PHH on XX/XX/XXXX - Multiple other calls received XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX - Voicemails received XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( none from PHH ) - Phone was fully operational PHH admits : - NO voicemail left - NO email sent - NO portal message Even if call occurred ( records prove it didnt ), single call with no message and no follow-up through established communication channel ( email/portal ) is inadequate notification. 

INADEQUATE COMMUNICATION SYSTEM : PHH established email/portal as primary communication : - XX/XX/XXXX : Email confirmation via portal - XX/XX/XXXX : Letter via portal - XX/XX/XXXX : Email via portal - Multiple prior communications via XXXX XX/XX/XXXX : Suddenly switched to phone-only with no explanation, no voicemail, no follow-up When I requested PHHs contact phone number to save in contacts ( standard practice - XXXXXXXX XXXX XXXX XXXX XXXX XXXX all display company names ) , supervisor refused, stating : - PHH has too many numbers- Providing one wouldnt do any good This admission proves PHHs system prevents borrower identification, yet PHH expects borrowers to identify and return calls from unknown numbers with no voicemail. 

LACK OF TRANSPARENCY - NO PORTAL DOCUMENTATION : PHHs borrower portal shows NO documentation of : - Case closure ( claimed by supervisor ) - Reason for closure - Date of closure - Alleged XX/XX/XXXX contact attempt - Case reopening ( stated by first agent XX/XX/XXXX ) - Current case status - Any status updates Portal only shows continuous message thread with my submissions and PHHs initial acknowledgment. No case management updates visible to borrower. Borrowers can not track case status, verify PHHs claims, or confirm case is actually reopened. 

CONTRADICTORY STAFF STATEMENTS : XX/XX/XXXX - Customer Service : Documents forwarded for review XX/XX/XXXX - First Agent : PHHs error, case reopened XX/XX/XXXX - Supervisor : Never received information, first agent not qualified, what he said didnt matter PHH staff contradict each other and dismiss their own documented confirmations. 

VIOLATIONS : 1. Inadequate communication procedures : System designed to prevent identification 2. False contact claim : No evidence of XX/XX/XXXX call in phone records XXXX. XXXX XXXX : Adding undisclosed requirements XXXX  days after submission XXXX. Failure to review : XXXX  days to review documents, then closed without proper review 5. Inconsistent staff statements : Contradictory confirmations from different employees 6. Refusal to escalate : Blocking accountability chain 7. Improper closure : Based on undisclosed requirement and false contact claim 8. Lack of transparency : No portal documentation of case status 9. Credit reporting based on servicer error : Not borrower failure to provide information IMMEDIATE HARM : - Credit reporting scheduled XX/XX/XXXX based on PHHs failures, not our failure to provide documentation - Entire household XXXX and on XXXX  XXXX, XXXX and XXXX XXXX all members have documented XXXX ) - Home declared uninhabitable by licensed engineer - Family facing homelessness - Improper credit reporting will prevent securing alternative housing

Company response to consumer: Closed with explanation