Consumer complaint received 2026-05-13 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: FL

Complaint narrative:
I am submitting this complaint regarding the servicing and administration of my FHA mortgage loan by PHH Mortgage/Onity Mortgage and the handling of my Trial Payment Plan during a financial hardship caused by Hurricane Milton . In XXXX, Hurricane Milton severely impacted my business and financial stability. From the very beginning, I communicated with my mortgage servicer in good faith to seek assistance and avoid foreclosure on my home. After multiple denials, I was eventually approved for a Trial Payment Plan for XXXX, XXXX, and XX/XX/XXXX. The XXXX payment was successfully processed from my XXXX XXXX XXXX account on XX/XX/XXXX, and I possess bank statements confirming that the funds were properly withdrawn from my account. However, when I later attempted to make the XXXX payment, I was informed that my Trial Payment Plan had been cancelled because the XXXX payment had allegedly never been received. I continued communicating with representatives and supervisors, who instructed me to provide bank statements and supporting documentation, which I submitted. Months later, I was informed that the XXXX payment had in fact been located, but that it had allegedly been incorrectly applied internally by the mortgage company. Despite this, the Trial Payment Plan remained denied and the foreclosure process continued moving forward. Throughout this process, there were serious communication issues, conflicting information, changing explanations, and inconsistent responses from different representatives. At different times, I was told : that the XXXX payment had never been received, later that the payment had been found but incorrectly applied, that XXXX and XXXX payments were not accepted, and later that the payments had allegedly been attempted outside the permitted timeframe. I also believe it is important to note that during the transition and rebranding process from PHH Mortgage to Onity Mortgage, there were multiple setbacks, lack of continuity in case information, and confusion between departments and representatives. On many occasions, I had to repeatedly explain the entire situation because different agents appeared to have incomplete knowledge of my case history and prior communications. Additionally, I was informed that two checks related to XXXX and XXXX payments had allegedly been mailed and negotiated. I respectfully dispute these claims because I never received nor cashed those checks. I possess supporting evidence and documentation regarding this issue and respectfully request verification of the alleged negotiation of those checks. The overall handling of my case has felt extremely confusing, inconsistent, and at times hostile, despite my repeated efforts to cooperate in good faith and resolve the situation responsibly. These changing explanations and communication failures created significant confusion and prevented me from reasonably resolving the issue despite my repeated good faith efforts to communicate and comply. I never abandoned the property, ignored the lender, or refused to cooperate. I remained in continuous communication throughout the entire process and repeatedly expressed my desire to save my home and continue making payments. I currently have full-time employment, verifiable income, and a genuine willingness to continue paying my mortgage and resolve this situation reasonably. This property is my familys primary residence and is occupied by my XXXX mother, my XXXX daughter, and myself. I respectfully request a review of : the handling of my Trial Payment Plan, the application and processing of the XX/XX/XXXX payment, the communication and servicing issues, the conflicting information provided by representatives, the complications and confusion during the transition from PHH Mortgage to Onity Mortgage, the disputed checks allegedly issued and negotiated, and any available foreclosure alternatives or renewed loss mitigation review. I possess supporting evidence including bank statements, emails, communication history, and Trial Payment Plan documentation.

Company response to consumer: Closed with explanation