Consumer complaint received 2025-04-03 00:00:00
Product: Mortgage — FHA 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: GA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX, Ga XXXX XXXX XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXXXXXX XXXX XXXX, DC XXXX Subject : Urgent Complaint Against PHH Mortgage for Fraudulent and Deceptive Practices To Whom It May Concern, I am writing to formally file a complaint against PHH Mortgage for engaging in fraudulent and deceptive practices that have endangered my homeownership and financial security. The timeline and attached correspondence below document a series of concerning events, inconsistent communications, and misleading actions by PHH Mortgage. 



Timeline of Events and Correspondence XX/XX/XXXX : I was approved for a forbearance plan due to the financial hardship caused by XXXX. This plan provided a temporary reduction in my mortgage payments ( {$1900.00} per month from XX/XX/XXXX, through XX/XX/XXXX ) to help me avoid foreclosure. 

XX/XX/XXXX : I missed a mortgage payment, and PHH Mortgage notified me of foreclosure only after the missed paymenteven though I was never informed that missing a payment could trigger immediate foreclosure proceedings. This omission appears to be deliberate and deceptive. 

XX/XX/XXXX, at XXXXXXXX XXXX : I left a voicemail for PHH Mortgage representative XXXX regarding my loan modification. Although XXXX later returned my call, he did not verify my identity or clarify the modification details. 

XX/XX/XXXX : At XXXX XXXX : I spoke with XXXX, who informed me that my loan modification had been approved with my first payment due on XX/XX/XXXX, but also mentioned that the modification documents contained incorrect informationleaving me uncertain about the actual terms. 
At XXXXXXXX XXXX : I was scheduled to meet with a representative named XXXX to discuss my situation, but I received no confirmation. 

XX/XX/XXXX : PHH Mortgage overnighted modification documents, stating that I would receive an approval letter on XX/XX/XXXX. 

XX/XX/XXXX : I sent a formal letter to PHH Mortgage Services ( with a copy to the FBI XXXX XXXX XXXX ) regarding urgent fraudulent activity on my mortgage account. In that letter, I noted that after regaining access to my compromised account, I discovered alarming discrepancies, including : Recorded phone calls with XXXX, during which he failed to provide tracking numbers or verify his identity. 
A scheduled meeting with XXXX on XX/XX/XXXX, that I missed due to the account compromise. 
Discrepancies in document tracking : XXXX tracking number ( XXXX ) reportedly sent to me, and a second ( XXXX ) sent to XXXX XXXX with whom I have no legal or financial ties, as my prior marriage to XXXX XXXX XXXX also known as XXXX ) was annulled. 
I also raised potential violations of UCC 3305, UCC 9406, and UCC 9403, and demanded immediate investigation into unauthorized account access and fraudulent activity. 

XX/XX/XXXX : I received correspondence from PHH Mortgage Services ( XXXX XXXX XXXX, XXXX XXXX XXXX, FL XXXX ) regarding my Request for Reinstatement of Original Forbearance Plan. In this communication, I reiterated that my original forbearancewhich offered temporary payment reduction through XXXX XXXX be reinstated instead of a partial modification with a deadline of XX/XX/XXXX, which may even result in a lien on my home.

Phone Recordings : I possess several phone call recordings in which representatives assured me that an investigation into my account was underway and that I had until XX/XX/XXXX, to resolve these issues. These assurances now directly conflict with the subsequent correspondence from PHH Mortgage. 

XX/XX/XXXX, at XXXX XXXX : PHH Mortgage sent the following response : XXXX XXXX! 
Thank you for messaging us. We apologize for the inconvenience. The account shows that you spoke with XXXX XXXX on XX/XX/XXXX, and your questions about the modification were addressed. In addition, we overnighted the modification documents today, XX/XX/XXXX, and you will receive the approval letter on XX/XX/XXXX. The tracking number of the one sent to you is XXXX, and the one sent to XXXX is XXXX. We also provided a return XXXX label. Message us if you have any questions or concerns or contact ( XXXX ) XXXX to speak with the XXXX XXXX XXXX XXXX, XXXX XXXX. 

XX/XX/XXXX, at XXXX XXXX  EST : I received an additional response from PHH Mortgage stating : We have sent our response through your second message. Message us if you have any questions or concerns.

This was in reply to my inquiries about an investigation into unauthorized access, fraud, and privacy violations, yet it failed to address my concerns or provide a meaningful resolution. 

Recent Correspondence Received Today : Today, I received a letter from PHH Mortgage titled DECISION ON THE REQUEST FOR MORTGAGE ASSISTANCE. The letter states : DECISION ON THE REQUEST FOR MORTGAGE ASSISTANCE PLEASE READ CAREFULLY Dear Accountholder ( s ), Why We Are Sending This Letter Thanks for the request for mortgage assistance. Unfortunately, the account is no longer eligible for the offer that was sent due to the reason listed below.

We received the executed modification agreement ; however, it was not properly executed. Please re-apply.

What Needs To Be Done Although the account is no longer eligible for the loan modification offer, it may be eligible for a Short Sale or Deed in Lieu of Foreclosure, with both options satisfying the account. A Short Sale is the process of listing and selling the home to a third party, even if more is owed than the propertys current market value. A Deed in Lieu is the process of transferring ownership of the property to PHH Mortgage Services by executing a deed. These options allow transition out of the home while avoiding foreclosure.

Benefits of a Short Sale or Deed in Lieu include : Foreclosure can be avoided by exiting the property, even if more is owed than the property is worth.

The account may be eligible for relocation assistance.

NOTE : To be reviewed for a Short Sale or Deed in Lieu of Foreclosure, additional information and/or documents may be required. 
[ Footer and contact details omitted for brevity ] This letter contradicts the earlier phone assurances and recordings indicating that my account was under investigation and that I had until XX/XX/XXXX, to resolve these issues. It further suggests that PHH Mortgage is now positioning my account for foreclosure alternatives, despite my repeated attempts to obtain clarification and resolve discrepancies.

Summary of Issues 1. Fraudulent Foreclosure Practices : PHH Mortgage did not inform me that missing a payment could trigger immediate foreclosure. I was notified of foreclosure only after a missed payment. 
2. Misleading Loan Modification Process : I have received inconsistent and conflicting information regarding my loan modification. The communications from PHH Mortgage, including a scheduled meeting that never occurred and incorrect document details, leave me uncertain about my mortgage terms.

3. Unauthorized Account Activity and Document Tracking Discrepancies : Multiple tracking numbers have been issuedone to me and another to Elsie, an individual with whom I have no legal or financial ties. This suggests potential unauthorized access to my mortgage account.

4. Failure to Investigate and Address Fraud : Despite several phone call recordings and assurances that an investigation was underway ( with a resolution deadline of XX/XX/XXXX ), PHH Mortgages subsequent responses and correspondence indicate no substantive investigation has occurred. The latest letter contradicts prior assurances and appears designed to pressure me into accepting foreclosure alternatives.

Requested Actions In light of these severe and documented issues, I respectfully request that the Consumer Financial Protection Bureau : 1. Launch an immediate investigation into PHH Mortgages fraudulent foreclosure practices, misleading loan modification process, and unauthorized access to my mortgage account.

2. Prevent PHH Mortgage from proceeding with foreclosure on my property while this investigation is underway. 
3. Clarify and resolve discrepancies in PHH Mortgages communications and document tracking to ensure that no unauthorized parties are involved.

4. Hold PHH Mortgage accountable for any deceptive, fraudulent, or negligent actions that have endangered my financial security and homeownership.

5. Coordinate with law enforcement agencies, including the FBI, to further investigate potential violations of privacy and fraud.

I appreciate your prompt attention to this urgent matter. Please advise me on the next steps to ensure that my rights as a homeowner are protected and that PHH Mortgage is held accountable for these fraudulent practices. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX PHH MORTGAGE XXXX XXXX XXXX XXXX XXXX XXXX, OH XXXX Mailing Address for Correspondence : PHH Mortgage Services XXXX XXXX XXXX XXXX XXXX, NJ XXXX PHH Mortgage XXXX XXXX XXXX XXXX, IL XXXX XXXX Correspondence Address : PHH Mortgage XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX XXXX Mortgage LLC : Customer Care : For payment issues, escrow accounts, or general inquiries, reach out to their Customer Care team. Toll-Free Phone : ( XXXX ) XXXX Email : XXXX XXXX Main Contact : For broader concerns or to escalate issues, you can contact their main office Direct Phone : ( XXXX ) XXXX Toll-Free Phone : ( XXXX ) XXXX XXXX Mailing Address : For written correspondence, you can use their main office address. 

Address : XXXX XXXX XXXXXXXX XXXX, XXXX XXXX, XXXX, NV XXXX Georgia Mortgage Lender License/Registration # XXXX Website reference : XXXX XXXX XXXX  Loan # : XXXX Their Contavt Information XXXX XXXX XXXX XXXX XXXX, c/o XXXX Mortgage XXXX Main Contact Number : ( XXXX ) XXXX Borrower Help ( Payment, login issues, Escrow accounts, etc. ) : ( XXXX ) XXXX Email : XXXX Mailing Address : XXXX XXXX XXXX, XXXX, OH XXXX

Company response to consumer: Closed with explanation