Consumer complaint received 2026-03-26 00:00:00
Product: Mortgage — Conventional home 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: CA

Complaint narrative:
I am seeking assistance regarding my mortgage servicer, PHH Mortgage ( Onity Mortgage ), and their handling of my request for continued disaster-related forbearance following the XXXX wildfire in XXXX, California. My home was impacted by a declared disaster, and I previously received wildfire-related forbearance. In XX/XX/scrub> 2026, I requested an extension of this forbearance due to ongoing hardship directly tied to the disaster. I specifically requested that my situation be handled under California XXXX XXXX disaster-related mortgage relief protections. I have raised this repeatedly with the company, both in writing and by phone. Despite this, PHH has not processed my request as disaster forbearance. Instead, they have required me to go through a standard hardship application process, including answering interview questions and undergoing a XXXXday review for approval or denial. During a call with a supervisor, I was told that because I missed a deadline to extend my forbearance, my request must now be treated as a new application subject to approval. I was told there was no alternative process available. I subsequently received a written notice confirming that my request was converted into a Mortgage Assistance Application ( XXXX ), placing my account into a full loss mitigation review process based on investor guidelines. This is not consistent with my request and appears to ignore applicable disaster-related protections under XXXX XXXXXXXX. I did not request a loan modification or full loss mitigation review. I requested continued disaster forbearance. I have repeatedly asked the company to clarify : Whether my request is being treated as disaster forbearance or a standard hardship application Whether disaster forbearance is subject to approval or denial Whether my account will remain protected from negative credit reporting What the repayment terms would be, specifically whether missed payments will be deferred to the end of the loan or required as a lump sum or repayment plan The company has not provided clear or consistent answers and has been non-committal regarding whether missed payments will be deferred or required as a lump sum or repayment plan. Instead, they continue to direct me through a limited hardship process that appears discretionary and not aligned with disaster-related protections. I am concerned that I am being forced into an inappropriate loss mitigation process rather than receiving the disaster-related relief I requested, and that this may result in unfavorable or unclear repayment terms. Based on my experience and communication with others in XXXX affected by the same wildfire, this does not appear to be an isolated issue, although I am submitting this complaint based on my own account. I am requesting that PHH Mortgage : Correctly apply California XXXX XXXX disaster-related forbearance protections Clarify whether disaster forbearance is being treated as subject to approval Provide clear, written repayment terms, including whether payments will be deferred or required as a lump sum or repayment plan Ensure my account is not negatively impacted while this matter is under review ''

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