Consumer complaint received 2026-07-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: Ocwen Financial Corporation
State: TX

Complaint narrative:
I am filing a formal complaint against Onity Mortgage for extreme administrative negligence, bad-faith stalling, shifting requirements, and a complete failure to provide basic customer communication regarding a low-risk partial land release request. This process has been dragged out by the lender for over XXXX months, severely jeopardizing a private real estate transaction. The documented timeline of Onity 's failures is as follows : XX/XX/year> : I officially initiated the partial land release application process with Onity. Following initial guidance from my title company to avoid unnecessary upfront costs when funds were tight, I submitted my official county tax documentation to demonstrate that the remaining home site maintains an incredibly safe, high-equity Loan-to-Value ( LTV ) ratio. XX/XX/XXXX to XX/XX/year> : Onity went completely radio silent. They never issued a rejection of my tax documents, never provided an email confirmation that my files were being looked over, and never explained why those documents were insufficient. XX/XX/year> : I was forced to call them just to find out what was happening. I was verbally assured I would receive an answer in 3 to 5 business days. XX/XX/year> : Instead of a follow-up call, Onity abruptly issued a form letter changing their requirements, stating that " additional documentation is required to proceed. '' They demanded a certified appraisal with a post-release valuation addendum dated no more than XXXX months old, alongside a local zoning letter. XX/XX/year> : In response, a formal letter was submitted detailing the XXXX XXXX XXXX XXXX tax value of {$310000.00}, demonstrating that removing the XXXX back portion of the tract would not drastically affect the property 's overall value. This package included a professional survey from XXXX XXXX XXXX, confirmation of unaffected ingress/egress, and contact info for XXXX XXXX XXXX XXXX XXXX XXXX XXXX . Onity completely ignored this package and sent zero email confirmations or responses. XX/XX/year> : After realizing Onity would not accept the tax assessment, I incurred significant personal expense to hire a certified appraiser and wait for the formal report. I emailed the finalized document package completely fulfilling Onity 's strict requirements. The appraisal confirms a highly secure 50 % LTV on the remaining property. Again, no email receipt or acknowledgment was sent by Onity. XX/XX/year> : I called to verify receipt. I spoke with Representative XXXX, who explicitly promised that my file would be handled as a " top priority. '' XX/XX/year> : Onity sent an automated message through an unconfigured borrower portal that I had no login for. Instead of moving the file forward, they lazily copy-and-pasted the exact same form letter from XX/XX/XXXX, demanding the documents I had already submitted on XX/XX/XXXX. XX/XX/year> : I called again and spoke with Representative XXXX, who promised an answer within XXXX to XXXX hours. Later that day, Representative XXXX called back, claiming the file was stalled because I was " missing zoning documents. '' While live on the phone, I forced XXXX to look at his system. He openly admitted he found the files, stating he clearly saw the XXXX XXXX XXXXXXXX municipal zoning letter in his possession. He then reset the timeline, promising a 3-to-5 business day turnaround. XX/XX/year> : Representative XXXX called and completely broke his timeline again, stating they needed another 3 to 5 business days because they were suddenly " reviewing '' the exact zoning letter he confirmed he had on XX/XX/XXXX. XX/XX/year> ( Today ) : Onity missed my final deadline. XXXX has now abandoned the zoning excuse entirely and claims they are " waiting on an internal dollar amount '' calculation. They simultaneously claim the file has been " with executives '' since XX/XX/XXXX, proving this phrase is used purely as a stalling tactic. XX/XX/year> ( XXXX PM ) : Immediately after escalating my concerns, I received an email from an internal manager XXXX XXXX XXXX XXXX ) admitting to the delays and promising yet another " response tomorrow with next steps. '' This confirms that despite months of possession, Onity still refuses to provide a final decision and is actively trying to buy more time. Why Onity 's Conduct is Actionable : If I had not kept constantly calling this company, I would have never found anything out. They do not respond to emails, they do not confirm document receipt, and they have completely weaponized administrative delays. XXXX XXXX XXXX XXXX XXXX 's letter explicitly confirms that under Texas Local Government Code Sec. 212.004, this transaction is entirely exempt from platting requirements. There are no legal, structural, or financial risks to the investor. As a Texas resident, I am cross-filing this timeline with the Texas Department XXXX XXXX and Mortgage Lending ( SML ) for standard regulatory investigation into Onitys servicing practices.

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