Consumer complaint received 2025-12-22 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: IL

Complaint narrative:
My property sustained significant damage on XX/XX/year>, including structural repairs involving roof rafters, windows, and other critical components. I submitted all required documentation promptly. PHH Mortgage has been fully aware since the beginning that many of these repairs needed to be completed before winter due to the nature of the damage and my location in Illinois. 
An inspection was requested on XX/XX/year>, yet for weeks I was repeatedly told that no inspector was available in my area. To date, PHH Mortgage has not even completed the initial inspection, which is preventing the release of insurance proceeds and the progress of repairs. These delays were entirely outside of my control and have stalled the repair process, placing my home at further risk as winter approached. 
After weeks of no progress, I submitted my first formal written complaint, explaining that PHHs lack of timely action was preventing necessary repairs and creating serious hardship. Despite this, the delays continued. 
After submitting my second formal complaint, I was contacted by an inspection company. During that call, I was informed that they would not complete the inspection because part of the inspection involves viewing the roof, which is now covered by snow. I explained that approximately 80 % of the repairs have already been completed and that multiple components are fully accessible for inspection, but the inspector stated that PHH Mortgage would decline the inspection if the roof could not be viewed and that the inspection would likely be delayed for the entire winter. 
The City of XXXX has already conducted an inspection and issued a letter confirming that repairs meet necessary standards. Additionally, the XXXX XXXX has submitted reports documenting completed work. Despite this, PHH Mortgage has refused to accept these reports and insists that they must conduct their own inspection before releasing any funds. This position is unreasonable, unnecessary, and is causing further delays in completing essential home repairs. 
PHH Mortgage provided me with specific steps to follow as soon as I received the insurance check, and I sent the check overnight to accelerate the process in good faith. Despite my compliance, PHH stopped the process due to their inspection requirement, while still retaining approximately 50 % of the insurance funds that are needed to complete repairs. 
On XX/XX/year>, I checked my PHH Mortgage online portal and discovered that the inspection had been cancelled and that funds could not be released. PHH Mortgage did not notify me of this cancellation or provide any explanation. 
The day after my second formal complaint, a PHH representative contacted me and stated that 25 % of the funds would be released and that the inspection company would call me. However, no funds were released, and when the inspection company contacted me again, they repeated that they would not come out until the roof is no longer covered by snow. This is unrealistic and unreasonable given that it is winter in Illinois. I provided the photos as they told me and there is always a new excuse. 
As a direct result of PHH Mortgages continued inaction, broken promises, and refusal to allow alternative inspections or partial draw releases, the restoration company has once again stopped work due to nonpayment. This is now preventing completion of the first phase of repairs, which must be finished before additional insurance funds can be requested. PHHs actions are effectively blocking the entire repair process. PHH Mortgages repeated delays, cancelled inspections, refusal to accept valid inspections, lack of communication, and withholding of insurance proceeds are causing ongoing financial harm and placing my home at further risk. I am requesting CFPB intervention to require PHH Mortgage to correct these servicing failures and release the insurance funds necessary to complete repairs.

Company response to consumer: Closed with explanation