Consumer complaint received 2025-12-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Ocwen Financial Corporation
State: CA

Complaint narrative:
I have been trying to work with PHH since late XXXXXXXX XXXX XXXX to receive mortgage assistance. I reached out when I was notified that my income would be curtailed in late XX/XX/year> or XXXXXXXX XXXX XXXX. On XX/XX/year>, I was laid off from my job and did not start working again until late XX/XX/year>. Between late XX/XX/year> to XXXXXXXX XXXX I submitted at least 4 or more mortgage assistance applications and each time I was denied due to the Net Property Value ( NPV ) of my home. I appealed many of the decisions yet no assistance was offered. By XX/XX/year>, I owed mortgage payments for XXXX, XXXX, and XX/XX/year>. 

Below is a clear timeline of recent events : XXXX. * * End of XX/XX/year> * * I submitted the amount for one mortgage payment. PHH later notified me that there was an error with the banking information, resulting in the payment being returned.

2. * * Immediately after notification * * I sent a cashiers check to replace the payment. Although I acted promptly, PHH did not receive check until on or about * * Day 91 * *, which then caused my account to appear three months delinquent. 

XXXX. * * XX/XX/year> * * I received a notification from PHH that the cashiers check would be returned to me and that I needed to pay * * {$5400.00} * * by the end of XXXX to avoid foreclosure proceedings. 

XXXX. * * XX/XX/year> * * I called PHH for an update on the returned check. I was informed it was on its way. The representative also told me that I had until * * Saturday, XX/XX/XXXX * * to make the payment. ( This representative was * * not * * my assigned relationship manager. ) XXXX. * * XX/XX/year> * * I received the returned cashiers check. 

XXXX. * * XX/XX/year> * * I contacted PHH to ask whether I could send the required payment via wire transfer and was told wire payments were not accepted. I informed the representative that I would send the payment on * * Saturday, XX/XX/XXXX * *, and the representative documented this on my account. 
* Note : Due to technical issues on PHHs side, it took approximately XXXX hours of repeated calling before I was able to reach someone. * XXXX. * * XX/XX/year> * * I gathered the funds and submitted the full payment through * * XXXX * * for * * same-day processing * *. I immediately emailed PHH with confirmation and a photo of the XXXX receipt. 

XXXX. * * XX/XX/year> * * I contacted PHH to confirm receipt, but was told the payment had not posted. I explained the letter I received, the instructions given by XXXX representatives, and the fact that I sent the payment on XX/XX/XXXX. I was then advised to contact XXXX. 

XXXX does not offer live phone support. I contacted them through their online Contact Us system and ultimately confirmed through their records that the payment was * * successfully received on XX/XX/year> * *. However, PHH is now classifying the payment as late despite the payment being sent by the deadline I was given by PHH staff.

When I talked to PHH mortgage on XX/XX/year>, I was told my mortgage is going into foreclosure and they will send the amount due for reinstatement.

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