Consumer complaint received 2026-05-12 00:00:00
Product: Mortgage — FHA 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: MI

Complaint narrative:
I am filing this complaint against Onity Mortgage regarding persistent, systemic communication failures and serious concerns about the status of foreclosure proceedings on my property, despite being told the foreclosure was placed on hold. My Onity Case Number is : XXXX My original complaint with Onity was filed on : XX/XX/XXXX SUMMARY OF ISSUES : 1. FAILED SCHEDULED PHONE APPOINTMENTS ( x6 ) : I have had six scheduled phone appointments with my assigned Onity relationship manager. On each occasion, her outgoing call went directly to my voicemail. I called Onity back immediately every time. An Onity representative eventually admitted that the company has a known, ongoing problem with its outgoing computer calling system being blocked by certain phone carriers and third-party services. Onity failed to disclose this issue proactively and continued scheduling calls they knew or should have known may not connect. 2. IGNORED SUPERVISOR CALLBACK REQUESTS ( x5 ) : I have formally requested a supervisor callback five times. I have not received a single return call. 3. IGNORED OMBUDSMAN VOICEMAILS ( x2 ) : Onity 's own written correspondence directed me to contact its Office of the Consumer Ombudsman at XXXX if I had questions. I left two voicemails and received no response. 4. OVER 24 CONTACTS WITH NO SUBSTANTIVE RESOLUTION : I have contacted Onity more than two dozen times. I have only been able to speak with front-line customer service representatives who acknowledge they have limited information and can not address the specifics of my case. 5. CONFLICTING INFORMATION REGARDING FORECLOSURE HOLD : I was informed by Onity that the foreclosure on my property was placed on hold while my complaint is being investigated. However, I subsequently received a letter from Onity 's foreclosure attorney, XXXX XXXX XXXX, suggesting proceedings may be continuing. This directly contradicts what I was told and has caused significant distress and uncertainty. 6. DELAYS WITHOUT RESOLUTION : I have received multiple letters from Onity stating they need additional time to respond to my XX/XX/XXXX complaint. Despite this, no one with direct knowledge of my case has contacted me, and I have received no answers to basic questions such as whether time-sensitive dates or deadlines are being extended. RESOLUTION REQUESTED : Onity must provide me with a direct phone number or extension for my relationship manager, her supervisor, or an Ombudsman representative who has full knowledge of my case. Onity must confirm in writing that XXXX XXXX XXXX has been directed to halt all foreclosure activity. Onity must confirm whether any time-sensitive dates or deadlines are being extended during the investigation of my complaint. Onity must address its systemic phone system failures and notify affected customers. I am fully prepared to cooperate with any investigation and can provide documentation of all contacts, letters received, and voicemails left upon request. XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXXXXXX Onity Case # XXXX

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