Consumer complaint received 2025-07-21 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Ocwen Financial Corporation
State: OR

Complaint narrative:
Background : I am XXXX XXXX  Army Veteran XXXX-XXXX  professional who unexpectedly experienced both temporary financial and medical hardships and was unable to make timely payments during XXXX and XXXX. I had two XXXX XXXX ( XX/XX/XXXX and XX/XX/XXXX ) and I fully recovered in XX/XX/XXXX and earning good income again. My temporary hardships have long been resolved. 

XXXX. XX/XX/XXXX : PHH Mortgage submits and I agree to written Mortgage Modification Agreement under VAs VASP program. 

XXXX. XXXX, XXXX and XX/XX/XXXX : Three monthly Trial Payments were due on the first of each month. 

XXXX. Sometime between XX/XX/XXXX XX/XX/XXXX : Unbeknownst to me, PHH Mortgage unilaterally inserts a secretive unwritten requirement that : All trial plan payments must be made in the month in which they are due which is an eligibility requirement per the investor of the loan, which is known only to PHH Mortgage and I am never informed. 

XXXX. XX/XX/XXXX : PHH Mortgage retroactively applies the secretive unwritten due date requirements and disqualifies two of my the three Trial Payments. Reason? Payments were received days before the due date ( not in the same month which the payment is due ). 

XXXX. XX/XX/XXXX : PHH Mortgage also used the secretive unwritten requirements as a pretext to expeditiously initiate foreclosure proceedings, thus creating an unnecessary pathway for potential homeless situation. 

XXXX. XXXX XXXX, XXXX : I made dozens of request for information and clarification from PHH Mortgage and after dozen or so letters from PHH requesting additional time to respond, PHH finally issues a written response. 

XXXX. XX/XX/XXXX : I telephonically complete application for Mortgage Assistance # 2, XXXX XXXXXX/XX/XXXX : PHH Mortgage notifies me Mortgage Assistance Application # 2 is complete. 

XXXX. XX/XX/XXXX : PHH Mortgage notifies I am eligible for VA 40 Year Modification # 2 at a greater cost ( Mortgage Assistance Application # 2 ). 

XXXX. XX/XX/XXXX : VA instructs me to not accept VA 40 Year Modification and wait for PHH to manually finalize the XXXX Mortgage Modification documents. 

XXXX. XX/XX/XXXX : PHH Mortgage transfers mortgage to XXXX XXXX without resolving VA VASP matter.

Example where PHH Mortgage inserted secretive unwritten requirements to disqualify another Veteran from VAs VASP program. This is not a one off. 

XXXX XXXX XXXXXXXXXXXX XXXX XXXXXXXX " I was offered a VA VASP mortgage assistance plan through PHH Mortgage for Loan Number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  with a due date to make the first trial payment by XX/XX/XXXX. I followed their written instructions and made my payment early, on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX has now denied my enrollment, claiming I paid too early, even though their own representatives encouraged early payment on phone calls from XX/XX/XXXX and May.I have proof of payment, the original agreement letter, and notes from those calls. Now XXXX XXXX XXXX claims the denial is not appealable, even though this is inconsistent with the trial plan language and my previous experience where they reversed an earlier denial after reviewing a similar error.I am a veteran, and this is a VA-backed loan. Denying me for following instructions especially when doing so prevents foreclosure is unfair, misleading, and financially damaging. ''

Company response to consumer: Closed with explanation