Consumer complaint received 2025-09-20 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: IL

Complaint narrative:
YOU ALREADY HAVE ALL DOCUMENTATION FROM 1ST COMPLAINT. 

This is an additional complaint to go with my previous # XXXX on XX/XX/XXXX and XXXX on XX/XX/XXXX. They are all the same subject matter. I apologize to CFPB. If PHH Mortgage Representatives would not give me different information each time I call or message ( done by me since XX/XX/XXXX ), then maybe I would have been made aware of their unfair practices. 
I only want phone calls from Relationship manager and PHH employees that are in the United States. Each Rep that I speak to or calls me is getting harder and harder to understand their XXXX XXXX, as mine may be to them also. This has involved phone calls from PHH with or to : XXXX on XXXX ; XXXX on XX/XX/XXXX XXXX XXXX on XX/XX/XXXX and XXXX XXXX XX/XX/XXXX. This language barrier is now another obstacle to all the work I have put in to keep PHH aware of our hardships. I also do not get the benefit of recording my conversations. I have to rely on PHH to maintain that conversations are recorded correctly. 

I have asked since XX/XX/XXXX to have a RELATIONSHIP MANAGER CALL ME. I MADE IT VERY CLEAR TO EVERY PHH REP THAT THEY HAD TAKEN AWAY MY ABILITY ON THE WEBSITE AND THE APP TO MAKE APPOINTMENTS. I AM PERFECTLY AWARE THAT PHH HOURS ARE : Monday through Friday, XXXXXXXX XXXX  to XXXXXXXX XXXX  ET, and Saturday, XXXXXXXX XXXX to XXXX XXXX ET. 

ON FRIDAY XX/XX/XXXX AT XXXX CST, I missed a phone call from XXXX at PHH , PUTTING MY GRANDSON TO BED. WHEN I CALLED BACK AT XXXX AND XXXXXXXX XXXX CST ON XX/XX/XXXX, I GOT A RECORDING THAT THE OFFICES WERE CLOSED. I WAIT FOR DAYS, ALL DAY FOR A PHONE CALL REQUEST TO BE DONE, AND IT'S 13 MINUTES BEFORE PHH CLOSES?! 

WHEN I CALLED PHH TODAY, XX/XX/XXXX AT XXXXXXXX XXXX CST, I got XXXX. One of the first things she said was " I am sorry you missed your phone appointment ''. I DID NOT HAVE AN APPOINTMENT, NEVER WAS GIVEN AN APPOINTMENT AND HAVE HAD THE ABILITY TO MAKE AN APPOINTMENT WITH MY RELATIONSHIP MANAGER ON LINE OR ON THE APP, I INSTRUCTED THAT XXXX 'S USE OF THE WORD APPOINTMENT WAS 100 % WRONG AND INCORRECT. I WAS NEVER GIVEN THE OPPORTUNITY TO MAKE ANY KNOW TIME FOR AN APPOINTMENT. I WAS AT PHH 'S MERCY TO WAIT OVER A 2-3 DAY PERIOD NOT HAVE ANY IDEA WHEN SOMEONE WOULD CALL ME BANK. THEN, 13 MINUTE BEFORE PHH CLOSES, ON A FRIDAY NIGHT, I STEPPED AWAY FROM MY PHONE TO TUCK MY GRANDSON INTO BE. I RETURNED TO THE MISSED CALL, VOICE MAIL. TRIED TO CALL BACK, BUT PHH WAS ALREADY CLOSED. I NEVER HAD AN APPOINTMENT. I AM NOT ALLOWED TO MAKE ONE THRU PHH. 

ON XX/XX/XXXX DURING MY XXXX CST PHONE CALL WITH XXXX, I ASKED WHERE, WHAT COUNTRY SHE WAS LOCATED IN AND CALLING FROM. WHEN SHE SAID THE XXXX, I INSTRUCTED HER TO ONLY ALLOW CALLS TO ME FROM PHH FROM THE UNITED STATES. NOW I HAVE TO PLAY THE WAITING GAME FOR A PHONE CALL BACK AGAIN AND GLUE MY CELL PHONE TO MY HAND.

Company response to consumer: Closed with explanation