Consumer complaint received 2021-06-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Ocwen Financial Corporation
State: TX

Complaint narrative:
My grievances are with PHH Mortgage Services and XXXX XXXX  XXXX XXXX. My conventional loan is serviced by PHH Mortgage Services and is privately backed by XXXX XXXX XXXX to XXXX XXXX  XXXX XXXX. Grievances are the following : ( All by Servicer and Owner ) : Miscommunication ; lack of interest ; no special programs ; restrictions ; no return calls or calls being disconnected ; misleading information ; mistrust and unfair treatment. 

I have been in my home since XXXX. I am being treated unfairly by PHH and XXXX. I have been in forbearance since XX/XX/XXXX because I had no other choice. I have been ready to depart from my forbearance for several months, but PHH and XXXX are not allowing me to participate in any additional programs to save my house other than forbearance, deed in lieu or short sale. PHH/XXXX  will not allow me to modify since I have been given 3 lifelines in the past. The last modification on my house was over seven years ago. PHH has never modified a loan for me. 

I lost additional income due to the COVID virus. I was also hospitalized with COVID on XXXX XXXX and was very sick for several months. I have not been able to return to work. 

Communications with PHH have been broken, extremely irritating and emotional. On XXXX XXXX, XXXX, my state representative sent a letter of inquiry on my behalf to XXXX XXXX XXXX. XXXX XXXX wanted to assist, but had to forward the letter to XXXX which XXXX forwarded to PHH 's Office of Ombudsman, ( see the attached letter from the ombudsman 's office ). The letter is a replica of responses that I keep getting from my loan modification denials. The ombudsman suggested that I maintain contact with my relationship manager which I have been doing. Also, the letter suggested that before the end of my forbearance ( s ) PHH would contact me to discuss all available mortgage assistance options for repayment of the deferred payments, which may include a repayment plan, a payment deferral, or other loss mitigation options. Since then, I have been in forbearance as PHH was offering no other programs to assist me. ( I am not interested in a deed-in-lieu or short sale as I believe PHH would not honor either ). I'm ready to leave forbearance and start making my regular house payments. I've been telling this to PHH for months now, but once again, and as always, I have been told to apply for a loan modification even though PHH knows that my modification request will be denied. On XX/XX/XXXX, I contacted PHH to check on any new developments/programs that I could participate in. The representative that I was speaking to suggested that I apply for a loan modification. She spoke to her supervisor who told her to help me apply for a deferment without modification. I asked if the deferment was only allowed for government backed loans and she said she didn't know and to apply for it anyway. She helped me process the application and she informed me that it would take 10 days for a reply and I would receive a reply back via email. On XX/XX/XXXX, I had received no emails from PHH. Once again, I contacted PHH during the week of XX/XX/XXXX to check on my status of my application. The representative was not able to find any information about my application. I explained to the representative that another representative helped me apply by phone. The representative told me she would forward an email of inquiry and that it would probably take a few days for a reply. On XX/XX/XXXX, I had not heard back from PHH. So, again, I contacted PHH to check on the status of my application. The representative could not find any information about my application, so the representative placed me on hold so he could make an inquiry. After a few minutes of hold time, he came back on the line and told me that my application was not eligible at the time for a deferment without modification. I asked him what were the requirements for eligibility and he said he did not know. I asked him how did the program worked, and he said he did not know. I told him that my forbearance was ending soon and I was very worried. Once again, a loan modification was suggested. I was told to check back to see if any new developments were in place to help me save my house. I had no choice but to accept forbearance. On XX/XX/XXXX, I contacted PHH to check on any new developments. Nothing! I was told to apply for a loan modification, again. The representative offered me an appointment to speak to my new relationship manager. An appointment for XX/XX/XXXX at XXXX XXXX was set up. I received an email from PHH confirming my appointment for XX/XX/XXXX at XXXX XXXX. I made no changes to the appointment as I wanted to speak to the relationship manager. On XX/XX/XXXX, the relationship manager failed to keep the appointment! On XX/XX/XXXX, around XXXX XXXX., I received a call from PHH, but the call was not connected when I answered. I since then learned that PHHs phones were down on XX/XX/XXXX and that is the reason the relationship manager did not call. However, there was no excuse for the missed call on XX/XX/XXXX. The relationship manager did not try to call back. I recently missed another call from the relationship department, but no voicemail was left. 

On XX/XX/XXXX, I returned PHHs phone call. I asked about the deferred payment without modification and was told that program did not exist. I was told in XXXX to apply for the same program. Miscommunication is one of PHHs most annoying problems. 

My forbearance ends on XX/XX/XXXX. Time is running out for me. This is unfair! I have been diligent in staying in contact with PHH. PHH is offering no other assistance. The phone calls are maddening, frustrating and emotional. My stress level is beyond relief! I have been in contact with a HUD counselor who suggested that I contact the CFPB for assistance. I also have spoken to an attorney about the treatment that I have been receiving and the attorney told me that PHH and XXXX have the worse reputations. There is a possibility that I could tie my account up in court for a few years, but I do not want to do this. I do not want to file for a Chapter XXXX as it is too expensive for me. I am under a doctor 's care for XXXX  XXXX suffering from this horrible XXXX  pandemic, and the XXXX  associated with my home and PHH/XXXX.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation