Consumer complaint received 2026-04-29 00:00:00
Product: Mortgage — VA 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: NC

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Loan Number / Last 4 SSN : XXXX Date : XX/XX/year> To : PHH Mortgage Corporation ( Onity ) Subject : Hardship Assistance Request Dear Sir or Madam, I am writing to request hardship assistance due to circumstances beyond my control related to the recent transfer of my mortgage loan. In XX/XX/year>, my mortgage account was transferred from XXXX to PHH Mortgage . However, I did not receive any advance notification of this transfer by mail, phone, or email. Because I was unaware of the change, my regular automatic payment to XXXX did not process as expected. In an effort to remain current on my mortgage, I obtained a money order and mailed a payment. Shortly afterward, I discovered that an additional withdrawal had been taken from my bank account by XXXX, resulting in duplicate payment activity. Due to these unauthorized and irregular transactions, my bank account with XXXX XXXX XXXX was closed. I no longer have access to this account, and a negative balance resulting from the duplicate withdrawal has been reported to XXXX. This has further impacted my ability to maintain normal banking operations. Around the same time, I received notice confirming the transfer of my loan to PHH Mortgage. Initially, I was uncertain whether this communication was legitimate due to the lack of prior notification. I attempted to resolve the issue by contacting the prior servicer but was unable to obtain assistance or clarification regarding the payment and account activity. As a result of my bank account closure, I was required to update my direct deposit information with the Department of Veterans Affairs. I was informed that due to processing delays, it may take approximately 90 to 120 days for my benefits to be redirected to my new account. This has created a temporary financial hardship. I want to emphasize that I made every effort to remain current on my mortgage and acted in good faith throughout this situation. The hardship I am experiencing was not caused by any neglect on my part, but rather by the lack of communication and coordination during the servicing transfer. Based on these circumstances, I respectfully request the following : - Temporary Payment Deferral : to allow time for my VA benefits to be redirected and my financial situation to stabilize - Waiver of Fees and Penalties : including any late fees or charges incurred as a result of these events - Credit Protection : assurance that no negative credit reporting will occur, and that any adverse reporting related to this situation will be corrected I am a 100 % XXXX veteran, and my VA benefits are my primary source of income. I am committed to maintaining my mortgage obligation and resolving this matter as quickly as possible. Thank you for your time and consideration. Please contact me if any additional documentation is required. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation