Consumer complaint received 2025-09-28 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: OH

Complaint narrative:
On XX/XX/XXXX, I lost my fianc and father to our XXXX children to XXXX. We bought our first home together in XXXX of XXXX and raised all three of our children in this home. With his passing, I was left to handle the finances solely on my own as he didnt have life insurance or retirement. Community members put together a go fund me, silent auctions and rallied together to raise money for funeral expenses to lighten the burden of his unexpected passing. With the remaining money, I was able to stay afloat and keep up with monthly living expenses. As time went on, there were household repairs, appliance breakdowns and vehicle issues that began taking away from what little money I had coming in. Then my mortgage payments changed and went up, causing me to become delinquent. In XXXX, PHH Mortgage ( fka XXXX ) filed foreclosure. On multiple occasions, I made contact with them requesting assistance with modifying my loan, refinancing, a repayment plan or forbearance only to be turned down over and over again. Unable to get a loan or refinance, I was forced to cash in my retirement to pay the reinstatement quote and pull the mortgage out of foreclosure. In XX/XX/XXXX, and after multiple attempts to refinance only to get rejected, I started to fall behind on the mortgage again. I have applied for mortgage assistance or a modification on at least XXXX more occasions only to be rejected because the owner of the loan ( XXXX XXXX  ) claims I have modified the loan the maximum number of times allowed. Please note that this loan has not been modified in over 10 years, and despite my financial hardship and my family being directly impacted by XXXX, the mortgage company refuses to assist or work with me. I spoke with XXXX ( HUD counselor ) just last week and they called PHH on 3-way with me trying to get assistance or speak to someone in loss mitigation regarding my account. When asked what I needed to do or what resources were being offered or available to me by the HUD counseloXXXX, XXXX ( the customer service representative ) advised to fill out another modification packet or pay the {$6500.00} reinstatement quote. The HUD counselor then asked to speak to someone in loss mitigation and XXXX said there is no one in loss mitigation that you can speak to, they only handle document preparation ( that call was recorded ). So, not only is PHH refusing to let the HUD counselor speak to someone in loss mitigation, they keep directing me fill out ANOTHER modification packet. I owe {$32000.00} and my mortgage will be paid off, and have over {$190000.00} in equity that I have no way to access. I feel like I have been backed into a corner and forced to fight my way out. All of my resources and retirement have been exhausted. I have been reluctant to find any grants, programs or assistance to keep me from losing my home ( the ONLY home my kids have ever known and only thing I have left ). This isnt right or fair. If PHH Mortgage stands behind their website slogan of Helping homeowners is what we do, they should be helping me instead of trying to profit from the large amount of equity they will gain from foreclosing on my home.

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