Consumer complaint received 2026-03-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Ocwen Financial Corporation
State: GA

Complaint narrative:
Dear PHH Mortgage / Onity Group, This message is a continuation of Case # XXXX. I have been attempting to connect with my Relationship Manager, XXXX, for assistance since XX/XX/XXXX. My most recent attempt was on XX/XX/XXXX. To date, I have not received a response. For your reference, the email thread below includes an update on my current situation as well as my request for mortgage forbearance extension. My name, email address and account # were removed. Your assistance will be appreciated please. Best Regards, Email Thread... -- -- -- -- -- Forwarded message -- -- -- -- - From : Date : Wed, XX/XX/XXXX at XXXX Subject : Follow-Up and Request for Forbearance Extension To : XXXX, Relationship Manager XXXX Cc : Customer Care XXXX, XXXX Hello PHH/Onity Group Escalation Team , I am writing regarding ongoing issues connecting with XXXX at ( XXXX ) XXXX. This was also an issue in late XXXX. Collection calls from this number come through without any problem ; however, when I attempt to connect directly with XXXX, I am unable to do so. Today, I waited again by the phone at XXXX XXXX. EST to speak with her. After receiving her voicemail at XXXX XXXX. EST, I immediately called the number provided, ( XXXX ) XXXX. XXXX ( XXXX XXXX ) informed me that he could only transfer me to an account specialist and not to XXXX directly. Since we continue to experience difficulty connecting by phone, I am providing my update and request in writing below. Update : I remain actively engaged in my job search. XXXX XXXX roles within XXXX and the XXXX XXXX are currently limited and extremely competitive. I have participated in interview processes with as many as six rounds for a single role. I had one interview today and another scheduled for tomorrow, and I am consistently interviewing each week. XXXX XXXX have advised me to remain on this path rather than pivoting to a different field. Given the current employer-driven market, companies are prioritizing candidates who are immediate, perfect fits and can ramp up quickly. They cautioned that switching industries at this time would likely result in significantly fewer interview opportunities. Unfortunately, many professionals in the tech industry have been unemployed for over a year. I am continuing to work diligently and remain resilient in my efforts to secure employment as soon as possible. Request : My original request was for a deferment following the expiration of the current forbearance on XX/XX/XXXX. However, as I am still actively interviewing and need additional time to secure a position, I respectfully request a forbearance extension. I sincerely appreciate your continued willingness to work with me during this time. Please let me know what steps I need to take to move this request forward. Thank you for your consideration. Best regards, -- -- -- -- -- Forwarded message -- -- -- -- - From : Date : Mon, XX/XX/XXXX at XXXX Subject : Fwd : Call Back Request To : Relationship Manager XXXX, XXXX Cc : Customer Care XXXX Hello PHH/Onity Group Team , I did not receive a callback from XXXX. My appointment was scheduled specifically to speak with her directly, so I would appreciate assistance in getting connected with her as soon as possible please. Thank you for your help. Best regards, -- -- -- -- -- Forwarded message -- -- -- -- - From : Date : Mon, XX/XX/XXXX at XXXX Subject : Call Back Request To : Relationship XXXX XXXX, XXXX Cc : XXXX Hello PHH Escalation Team , My appointment with XXXX was scheduled for XXXX XXXX ET. I was by the phone at the scheduled time. Although the phone did not ring, I did receive a voicemail notification from her ( screenshot attached ). I returned the call immediately. XXXX ( Agent ID XXXX ) transferred me to XXXX. Would you please ask XXXX to return my call at her earliest convenience? I would greatly appreciate it. Thank you for your assistance. Best regards, XXXX Begin forwarded message : From : Date : XX/XX/XXXX at XXXX EST To : Relationship Manager XXXX Cc : Customer Care XXXX Subject : Re : Important Account Information Hi PHH Team, Received. Thank you for scheduling. Best Regards, Sent from my XXXX On XX/XX/XXXX, at XXXX, Relationship Manager XXXX wrote : Dear, Please be advised that your next scheduled appointment with your Relationship Manager is on XX/XX/XXXX, at XXXX : XXXX XXXX EST. If you need to reschedule or cancel the appointment, please reply to this email stating preferences for rescheduling. You may also call our XXXX XXXX XXXX at ( XXXX ) XXXX. If possible, please contact us 48 hours prior to your appointment to make changes. Best regards, Email Support Team Access Your Account On Our Mobile App Access your mortgage account on our free mobile app on your XXXX or XXXX device. XXXX XXXX XXXX fastest assistance, log in to your account to send us a secure message or chat with us. This account has been assigned a Specialized XXXX Escalation Agent as a single point of contact. If you have any questions regarding the account or options that we may have available, you may reply to this email or contact ( XXXX ) XXXX to speak with the Specialized XXXX Escalation Agent, XXXX XXXX. XXXX is your designated contact for inquiries and the submission of documents as needed. XXXX is available during the following hours : Monday Friday XXXX XXXX ET PHH Mortgage Services XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX The information contained in this communication is confidential information and only intended for personal and confidential use of the individual or entity to which it is addressed. If you are not the addressee ( or authorized agent ) indicated in this message, you have received this communication in error. Please destroy it immediately and notify the sender by reply email as any review, dissemination, copying or unauthorized use of this message is strictly prohibited. XXXX PHH Mortgage Corporation. All rights reserved. | XXXX XXXX XXXX XXXX | XXXX Reminder! PHH Mortgage will be changing our name to Onity Mortgage soon. There is nothing you need to do now. Go to our website for more information. Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- From : To : Relationship Manager XXXX, Customer Care XXXX Subject : Fwd : Important Account Information Date : XX/XX/XXXX XXXX XXXX EST Caution : This email has originated from outside of our organization. DO NOT CLICK on any link or attachment unless you recognize the sender and the content is safe. Good morning, PHH Team, Im following up on this request below. Thank you, Begin forwarded message : From : Date : XX/XX/XXXX at XXXX EST To : Relationship Manager XXXX Cc : Customer Care XXXX Subject : Re : Important Account Information Hello, Thank you for sending. Sorry, Friday at XXXX XXXX ET is not doable. Could you please let me know if theres a time slot between XXXX XXXX and XXXX XXXX ET on Thursday, XX/XX/XXXX, or Monday, XX/XX/XXXX, from XXXX XXXX to XXXX XXXX ET for XXXX? Best Regards, On XX/XX/XXXX, at XXXX, Relationship Manager XXXX wrote : Dear, Thank you for your email. We have set up an appointment with your Relationship Manager on XXXX XXXX, at XXXX XXXX EST. If you need to reschedule or cancel, please reply to this email stating your preferences for rescheduling. Also, you may call our XXXX XXXX XXXX at ( XXXX ) XXXX or log on to our website at XXXX Please contact us 48 hours before your appointment to make changes. If this schedule does not work for you, we can request any available RM to assist you at your preferred time and date. Best regards, Email Support Team Access Your Account On Our Mobile App Access your mortgage account on our free mobile app on your XXXX or XXXX device. XXXX XXXX XXXXor fastest assistance, log in to your account to send us a secure message or chat with us. This account has been assigned a Specialized XXXX Escalation Agent as a single point of contact. If you have any questions regarding the account or options that we may have available, you may reply to this email or contact ( XXXX ) XXXX to speak with the Specialized XXXX Escalation Agent, XXXX XXXX. XXXX is your designated contact for inquiries and the submission of documents as needed. XXXX is available during the following hours : Monday Friday XXXX XXXX ET PHH Mortgage Services , LLC XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX The information contained in this communication is confidential information and only intended for personal and confidential use of the individual or entity to which it is addressed. If you are not the addressee ( or authorized agent ) indicated in this message, you have received this communication in error. Please destroy it immediately and notify the sender by reply email as any review, dissemination, copying or unauthorized use of this message is strictly prohibited. XXXX PHH Mortgage Corporation. All rights reserved. | XXXX XXXX XXXX XXXX XXXX XXXX Reminder! PHH Mortgage will be changing our name to Onity Mortgage soon. There is nothing you need to do now. Go to our website for more information. Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- From : To : Customer Care XXXX, XXXX Subject : Call Request Date : XX/XX/XXXX XXXX XXXX EST Caution : This email has originated from outside of our organization. DO NOT CLICK on any link or attachment unless you recognize the sender and the content is safe. Hello PHH Mortgage Escalation Team, This is a request to schedule an appointment with XXXX, my Relationship Manager. The purpose is to give her an update and to discuss my account. Will you provide me some afternoons shes available to speak this week please? Thank you, # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX This E-mail message and any attachments are intended solely for the use of the addressee hereof and may contain information that is confidential, privileged and/or exempt from disclosure under applicable law. Delivery of this message to any person other than the intended recipient shall not constitute a waiver of any right, privilege or exemption. If you are not the intended recipient, please immediately notify the sender by reply E-mail and permanently delete this message from your system without reproducing or disclosing it to any third party. While Onity Group Inc. and its subsidiaries take reasonable precautions to prevent transmission of software viruses, we can not guarantee the same and we therefore disclaim liability for any damage sustained by you or any third party as a result thereof. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX This E-mail message and any attachments are intended solely for the use of the addressee hereof and may contain information that is confidential, privileged and/or exempt from disclosure under applicable law. Delivery of this message to any person other than the intended recipient shall not constitute a waiver of any right, privilege or exemption. If you are not the intended recipient, please immediately notify the sender by reply E-mail and permanently delete this message from your system without reproducing or disclosing it to any third party. While Onity Group Inc. and its subsidiaries take reasonable precautions to prevent transmission of software viruses, we can not guarantee the same and we therefore disclaim liability for any damage sustained by you or any third party as a result thereof. 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Company response to consumer: Closed with explanation