Consumer complaint received 2025-08-09 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: CO

Complaint narrative:
All information originally requested by PHH per conditional Short Sale offer dated XX/XX/XXXX was submitted in full plus a supplemental document as Summary from XXXX to PHH Short Sale dept along w/ multiple others, inc Escalated team so that if there were any errors, omissions, incompleteness, additional information beyond original request or otherwise, Homeowners would be notified in a timely fashion via e-mail or electronic communication sent to our PHH account under documents. All docs were submitted having first been reviewed by multiple parties including Homeowners, Realtor and Attorney for accuracy prior to submission. We received no such communication stating requesting anything more for review, not by PHH or XXXX, by phone call or electronically, as was promised in writing we would if anything further was required. 

Denying an application with no specific reason cited, having neglected its duty to communicate with the Homeowner or their Attorney to request any missing or incomplete information, as promised, then efforting to hide under the false premise of a review already having been completed previously and denying anything further is not acceptable. 

We had established a follow up appt with cited XXXX for XX/XX/XXXX at XXXX to discuss further. as per the pattern of PHH and its employees, this respective XXXX never called. We now have another call scheduled for XX/XX/XXXX at XXXX. The expectation will be to review these concerns and be provided an update that a new request to review is underway.

This message to PHH is a request for the following as part of our intended and stated goal of moving forward with a short sale or deed-in-lieu.

1 ) a fresh review of a short sale application previously submitted. Should anything else be required beyond what was originally requested and provided, please advise asap.

2 ) speaking with an RM who has incomplete or inaccurate information and is limited in capacity combined with a Short Sale/ Underwriting team who are either unwilling or unable to communicate with Homeowners or their Attorney has now shown itself as an ineffective business model that is placing Homeowners in harm 's way and is simply, unacceptable. 

We would like to set up a zoom or XXXX call to review new documents together towards accuracy, fair review and successful process towards approval of application. 

If PHH can not set aside its stubbornness and commit to either a fresh short sale review or offer a deed-in-lieu in place of, then note that in addition to consideration of a Bankruptcy being filed, we believe we may have grounds for a Wrongful Foreclosure lawsuit may be too against PHH as servicer for XXXX XXXX  for unfairly denying a short sale/application and focing a foreclosure. This would be a direct claim as PHH, beyond a Breach of Contract, has/is clearly failing to review our application correctly according to legal requirements. There is clear Negligence in PHH 's actions as it has, in fact, failed to exercise REASONABLE care in the handling of this matter. PHH may also be in violation of Federal and State Regulations, may not be in 100 % adherence to Dodd-Frank Act and Consumer Financial Protection Bureau regulations , not to mention state-specific laws governing foreclosure procedures. 

We are asking you kindly to accept again all documents towards a new review and eventual approval of short sale. We remind PHH that this is a highly qualified buyer who has put money down and has shown funds approval towards purchase of property. Anything less than moving towards this goal would be a financially foolish and irresponsible decision on the part of PHH, risking monetary loss and litigation, whilst placing the Balance of Harm upon the Homeowner. Therefore, kindly accept this opportunity at this point in time to do the right thing and work together towards a successful sale of this property. We look forward to working with you on a short sale approval first and foremost. 


XXXX XXXX XXXX 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