Consumer complaint received 2025-08-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Ocwen Financial Corporation
State: CA

Complaint narrative:
Please note-I have XXXX  copies of the application and acceptance but am unable to send XXXX  in this format. I am willing to submit all necessary documents to prove my case.

I have 2 mortgages with PHH Mortgage Services, one on my primary home and one with a rental property. Both properties are located in California. In XXXX on 2025, we were finally able to get rid of our long term tenant a difficult process in California. We continued to make all mortgage payments on both houses until XX/XX/year>2025 while we were dealing with a 100 % rehab of the rental property. We were using our savings to fund the rehab and the damages were quite extensive, some caused by the tenant, some caused by wear and tear. Funds were drying up so I contacted the mortgage company to ask for advise. I was put in touch with their overseas, Customer Service Department who suggested a Payment Deferral for both mortgages. I quickly filled out the required paperwork and sent in the required documentation. Every week I would have telephone visits with my assigned agent who would tell me if they needed additional documents or if the committee was still considering our application. The process took forever and at one point expired but my agent just had me resign and date the application and said " don't worry '' All during this " waiting time '', my agent kept telling me you don't have to make a payment. We are now 60 days late. I became very worried. By XX/XX/year>, I knew I was 90 days late and in serious trouble if PHH Mortgage decided against my deferral. They sent a letter rejecting my rental house deferral because I had too much equity. 
On XX/XX/year>2025, I made a payment on both houses so I would not be 90 days late. 

On XX/XX/scrub>, 2025, PHH MORGAGE APPROVED A DEFERRAL FOR MY PERSONAL HOME. I ACCEPTED THE DEFERRAL ( THEY HAVE THE ACCEPTANCE ON A VOICE RECORDING ) During the voice recording, I was told NOT to make my XX/XX/scrub> 2025 payment but to wait until my XX/XX/year>2025 scheduled appointment with my agent for further instructions. 

On XX/XX/scrub>, 2025, I was told PHH Mortgage had recinded their Deferral Offer and that all back payments were now due. On top of that, I now a 90 day late on my credit report and NO ONE will work me to restructure my loan. 

Before XXXX, I had an XXXX credit score, had never missed a mortgage payment. I had an opportunity to go to my credit union and get a HELOC or personal loan. I was held XXXX by PHH Morgage. 

I am XXXX XXXX XXXX and XXXX. I don't have the ability to go get a job to make extra money nor do I have the time to repair my credit. PHH Mortgage is suggesting I sell them my house for pennies on the dollar. This is elder abuse. 

I WANT MY CREDIT RESTORED TO XX/XX/scrub> 2025. FURTHERMORE, I WANT PHH MORTGAGE INVESTIGATED FOR MORTGAGE FRAUD.

ALL DOCUMENTS ARE AVAILABLE FOR INSPECTION.

Company response to consumer: Closed with non-monetary relief