Consumer complaint received 2026-05-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Ocwen Financial Corporation
State: SC

Complaint narrative:
I am writing regarding the continued mishandling of my mortgage account, the contradictory communications I have received from Onity Mortgage/PHH Mortgage, and the inaccurate representations now being made regarding my alleged withdrawal from mortgage assistance options. Your XXXX XXXX XXXX correspondence admits several critical servicing failures, including : * Failure to properly identify and resolve the property address discrepancy during onboarding ; * Improper lender-placed insurance resulting from that discrepancy; * Escrow and payment increases caused by the lender-placed insurance ; * Internal errors related to the cancellation and refund handling of the lender-placed insurance; * Credit reporting issues associated with these servicing failures. Your own response further acknowledges that the lender-placed insurance issue and resulting escrow/payment increases were tied directly to servicing and administrative errors. Despite this, your correspondence now states that a loan modification approved on XXXX XXXX XXXXXX/XX/XXXX was not pursued further allegedly per my request. This statement is inaccurate and is formally disputed. At no point did I request withdrawal from the modification review or decline mortgage assistance. I specifically contacted your company seeking clarification regarding the documents and conflicting communications being sent to me. I never instructed Onity/PHH Mortgage to withdraw, cancel, terminate, or discontinue any approved modification or loss mitigation review. Additionally, I have now received multiple contradictory letters simultaneously discussing approved mortgage assistance, repayment arrangements, requests for additional documents, extension and review notices, and modification-related communications. This pattern of inconsistent communication has created substantial confusion and appears entirely inconsistent with proper servicing standards and loss mitigation procedures. Further, despite being assigned an escalation relationship manager, repeated calls were not returned, and I was instead subjected to conflicting information from multiple representatives. Additionally, during my conversation with XXXX on XXXX XXXX XXXX, I was initially advised that I would receive follow-up communication within seven ( 7 ) business days. However, after the urgency surrounding the mortgage assistance deadline was discussed, I was explicitly informed that my matter would instead receive expedited handling and that I would be contacted directly within forty-eight ( 48 ) hours. No such contact ever occurred. I did not receive a phone call, update, clarification, or any meaningful follow-up whatsoever despite the seriousness and time-sensitive nature of this matter. This is yet another example of the repeated pattern of misinformation, failure to communicate, and negligent servicing conduct that has characterized my interactions with Onity/PHH Mortgage throughout this ordeal. Further compounding these concerns, I sent additional follow-up correspondence on XXXX XXXX XXXXXX/XX/XXXX regarding the ongoing failures in communication and the previously promised escalation follow-up. As of the date of this complaint, approximately seven ( 7 ) days later, I still have not received any meaningful response, clarification, update, or acknowledgment addressing the concerns raised. The fact that borrowers are being given contradictory timelines, unfulfilled escalation promises, repeated non-responsiveness, and inconsistent information while facing potential harm to their credit, finances, and homeownership status is completely unacceptable and raises serious concerns regarding compliance with federally mandated mortgage servicing obligations, including those imposed under RESPA and Regulation X. I also formally dispute the limited scope of the proposed credit reporting correction referenced in your correspondence. Your letter states that a request was submitted to remove negative credit reporting for the period of XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX However, the servicing issues outlined in your own response clearly began substantially earlier and were directly connected to the lender-placed insurance, escrow increases, payment disruptions, and internal servicing errors that occurred well before XX/XX/XXXXXXXX XXXX Your correspondence acknowledges : * the lender-placed insurance issue originated in XXXX ; * escrow and payment increases were implemented in XXXX XXXX XXXX the lender-placed insurance cancellation and refund handling were not properly completed ; * and the resulting account issues continued for an extended period before being identified and corrected. As such, limiting credit reporting corrections to only XXXX XXXX XXXX XXXX XXXX appears arbitrary and inconsistent with the timeline outlined in your own records. If inaccurate delinquency reporting, payment status reporting, or derogatory reporting occurred prior to XXXX XXXX as a result of these servicing failures, escrow errors, lender-placed insurance assessments, or unresolved account corrections, those reporting periods must also be investigated and corrected accordingly. Please also treat this correspondence as a formal notice of dispute regarding mortgage servicing errors and requests for information related to the servicing of this loan, including escrow administration, lender-placed insurance, payment application, loss mitigation handling, and credit reporting. Given the admissions already made in your correspondence regarding internal servicing and administrative errors, I expect a thorough investigation of these matters, preservation of all relevant records, and complete transparency regarding all servicing actions taken on this account. I am therefore formally requesting : * a full audit of all credit reporting associated with this account during the entire period impacted by the lender-placed insurance and escrow errors; * identification of every month in which derogatory or delinquency reporting was furnished to any credit reporting agency ; * correction of all inaccurate reporting connected to the servicing issues acknowledged by Onity/PHH Mortgage ; * written proof of the alleged request to withdraw from the approved loan modification or loss mitigation process ; * copies of all servicing notes relating to this alleged request ; * dates, timestamps, and representative names associated with the alleged withdrawal ; * preservation of all call recordings and internal servicing records relating to my account; * clarification regarding the current status of all mortgage assistance reviews and available options; * escrow analyses and lender-placed insurance records; * payment histories and account transaction records; * internal communications regarding the modification review status ; * and documentation supporting all credit reporting submissions associated with this account. Please be advised that these matters, including the contradictory communications, servicing errors, escrow handling issues, inaccurate credit reporting, broken escalation promises, continued communication failures, and inaccurate account representations, are being documented and reported through the Consumer Financial Protection Bureau ( CFPB ) and any other appropriate regulatory channels. Failure to adequately investigate or correct these issues will be included in continuing complaints and escalations submitted to the CFPB and any other applicable regulatory agencies. I expect accurate written clarification and full preservation of all account records moving forward.

Company response to consumer: Closed with explanation