Consumer complaint received 2026-04-09 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: Ocwen Financial Corporation
State: TX

Complaint narrative:
CFPB COMPLAINT FAILURE OF NEW SERVICER TO HONOR VA XXXXXXXX APPROVAL / WRONGFUL DELINQUENCY STATUS Product : Mortgage Issue : Incorrect information on account / Trouble with mortgage / Servicing transfer XXXX XXXX XXXX XXXX XXXX What happened I am filing this complaint against my current mortgage servicer for failing to correct and honor a VA-approved loan resolution ( XXXX ) and for continuing to report and act on an incorrect delinquent loan status that was inherited from the prior servicer. This loan is a VA-backed mortgage, and the Department of Veterans Affairs ( VA ) has confirmed : - Approval under the VA Servicing Purchase XXXX XXXX ) program - Payment of the entire loan on XX/XX/year>XXXX - Approved loan terms, including a 2.5 % interest rate Despite this, my current servicer : - Claims they have no record of my XXXX approval XXXX Refuses to honor the 2.5 % VA-approved rate - Continues to treat my loan as delinquent - Is relying on incomplete and inaccurate data transferred from the prior servicer XXXX XXXX XXXX XXXX XXXX Servicing Transfer Error Inherited Delinquency At the time my loan was transferred : - I was in an active trial payment plan - I had made all required payments on time and in full - I had been told I was approved and in good standing- I was told my loan would be resolved by XX/XX/year>XXXX There was no valid basis for my loan to be transferred as delinquent. The current servicer has a responsibility to investigate and correct inaccurate transferred information, but has failed to do so. -- - # # # Failure to Investigate and Correct Errors The current servicer has been made aware that : - The delinquency status is incorrect and disputed- The VA has confirmed approval and payoff under XXXX - The prior servicer failed to properly transfer records However, instead of correcting the issue, they : - Continue to rely on inaccurate inherited data - Refuse to verify information with the VA - Refuse to honor the approved loan terms- Continue to treat the loan as delinquent This is a failure to properly investigate a known servicing error under RESPA. -- - # # # Borrower Compliance I fully complied with all requirements : - Entered trial payment plan in XX/XX/year>XXXX - Made all required payments on time ( XXXX, XXXX, XXXX ) - Submitted all required documentation on time - Maintained consistent communication with the servicer and VA I was repeatedly told : - I was approved - I was good to go- There was nothing further required XXXX XXXX XXXX XXXX XXXX Ongoing Harm Due to the current servicers refusal to correct these errors : - My loan is being incorrectly treated as delinquent - My VA-approved 2.5 % rate is not being honored- I am receiving foreclosure-related communications - I am experiencing financial, emotional, and housing instability This harm is the result of servicer errornot borrower noncompliance. -- - # # # What I want the company to do to fix the problem I am requesting that my current servicer : 1. Correct the loan status immediately to reflect accurate, non-delinquent standing 2. Honor the VA-approved XXXX terms XXXX including the 2.5 % interest rate 3. Conduct a full investigation of the servicing transfer and prior servicer errors 4. Coordinate directly with the VA and prior servicer to obtain accurate records 5. Stop all foreclosure activity immediately 6. Correct any negative credit reporting related to this error 7. Provide written confirmation of all corrections made -- - # # # Additional Information This issue stems from a servicing transfer error that the current servicer has failed to correct, despite being placed on notice and provided with sufficient information to investigate. I have documentation available, including : - Payment confirmations - Proof of document delivery - VA-related confirmation - Communication records -- - I am requesting immediate regulatory review and intervention to correct this issue.

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